Refund Policy

At Chuys, we are committed to providing our customers with high-quality Mexican food and an exceptional dining experience. We understand that sometimes things do not go as planned, and we want to make our refund and return process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This policy applies to all orders, purchases, and transactions made through our website chuysmexican.click, over the phone, or in person at our establishment. By placing an order with Chuys, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Chuys experience. Refunds may be issued under the following conditions:

• Incorrect Orders: If you received an item that is different from what you ordered, you may be eligible for a full refund or replacement of the incorrect item.
• Food Quality Issues: If the food you received was spoiled, undercooked, contaminated, or otherwise not meeting reasonable quality standards, you are eligible for a refund or replacement.
• Missing Items: If your order was missing one or more items that you paid for, we will issue a refund for the missing items or arrange for them to be delivered or provided at no additional cost.
• Allergic Reactions Due to Mislabeling: If you experience an allergic reaction due to our failure to accurately disclose ingredients or allergens, you may be eligible for a refund and we will take immediate corrective action.
• Order Not Delivered: If your delivery order was never received and you can confirm it was not delivered to your address, you are eligible for a full refund.
• Duplicate Charges: If you were charged more than once for the same order, we will refund any duplicate charges promptly.
• Cancelled Orders by Chuys: If we cancel your order for any reason on our end, you will receive a full refund of any amounts paid.

To be eligible for a refund, the following general conditions must also be met:

• You must contact us within the applicable timeframe described in Section 2 of this policy.
• You must provide proof of purchase, such as your order number, receipt, or confirmation email.
• You must provide a clear description or, if applicable, photographic evidence of the issue with your order.

2. Timeframes for Refund Requests

We ask that you notify us of any issues with your order as soon as possible. The following timeframes apply to refund requests:

Refund requests submitted outside of the stated timeframes may not be honored, at our sole discretion. However, we encourage you to contact us regardless, as we review each case individually and strive to find a fair resolution.

3. Non-Refundable Items and Services

Certain items and services are generally not eligible for refunds. These include:

• Consumed Food Items: Food that has been substantially consumed and where the complaint is based solely on personal taste preferences (rather than quality or safety) is not eligible for a refund.
• Special Promotional Items: Items purchased as part of a limited-time promotion, discount deal, or special offer may be non-refundable as specified at the time of purchase.
• Gift Cards and Vouchers: Gift cards and store credit vouchers are non-refundable once purchased but may be used toward future orders.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Service Charges and Tips: Any service charges or gratuities added to your bill are non-refundable once the service has been rendered.
• Catering Deposits: Non-refundable deposits made for catering or large group orders are not refundable if cancellation occurs within 48 hours of the scheduled event.
• Custom or Special-Request Orders: Items made to special specifications or custom requests that were prepared correctly according to your instructions are generally not eligible for refunds based on dissatisfaction with the customization.

4. How to Request a Refund (Step-by-Step)

Requesting a refund from Chuys is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order number or receipt
   • Date and time of your order
   • Description of the issue
   • Photographs of the issue (if applicable, such as incorrect items, food quality concerns, etc.)
2. Step 2 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: chuysmexican.click
3. Step 3 – Submit Your Refund Request: Provide all the relevant information and details about the issue. Clearly state that you are requesting a refund and specify the reason for your request.
4. Step 4 – Review and Confirmation: Our customer service team will review your request within 2 business days and contact you to confirm receipt of your refund request and to let you know if any additional information is required.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund process as described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money back depends on the payment method used for the original transaction:

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was acceptable.
• You have partially consumed a meal and then identified a quality issue that does not warrant a full refund.
• A discount or promotional code was applied to your order and the refund amount will be adjusted accordingly.
• Delivery fees or other non-refundable charges are deducted from the total refund amount.
• A catering or large group order is cancelled within the allowed window but after some preparation costs have already been incurred.

The determination of whether a partial or full refund is appropriate will be made by our customer service team on a case-by-case basis, taking into account all relevant circumstances.

7. Exchange Policy

For food items, exchanges are handled as follows:

• In-Restaurant Exchanges: If you are dining in and your order is incorrect or does not meet quality standards, please notify your server or a manager immediately. We will replace the item at no additional charge as quickly as possible.
• Pickup Order Exchanges: If you picked up your order and discovered an issue, please contact us within 24 hours. Depending on your location and the nature of the issue, we may offer a replacement item on your next visit or issue a refund.
• Delivery Order Exchanges: Due to the nature of food delivery, we are unable to exchange delivered items directly. Instead, we will issue a refund for the affected items or provide a store credit for use on a future order.
• Non-Food Items (Merchandise): If Chuys sells branded merchandise or other non-food items, exchanges may be available within 30 days of purchase provided the item is unused and in its original condition. Please contact us for more details.

8. Cancellation Policy

8.1 Standard Orders (Dine-In, Pickup, and Delivery)

For standard food orders, cancellations are subject to the following conditions:

• Before Preparation Begins: If you cancel your order before preparation has started, you are entitled to a full refund.
• After Preparation Has Begun: If your order is already being prepared at the time of cancellation, we may not be able to offer a full refund. A partial refund or store credit may be issued at our discretion.
• After Order Has Been Dispatched for Delivery: If your delivery order has already been dispatched to a driver, cancellation may not be possible, and a refund will not be issued unless the order is not delivered.

To cancel a standard order, please contact us immediately at [email protected] or visit chuysmexican.click.

8.2 Catering and Large Group Orders

For catering orders, event reservations, and large group dining arrangements:

• More than 7 days before the event: Full refund of all amounts paid, including any deposits.
• 3 to 7 days before the event: 50% refund of amounts paid. Any non-refundable deposits are retained.
• 48 hours to 3 days before the event: Deposits are non-refundable. A partial refund of additional payments may be considered on a case-by-case basis.
• Less than 48 hours before the event: No refund will be issued. The full balance becomes due if not already paid.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or if a dispute arises in connection with any transaction at Chuys, we encourage you to follow the steps below:

1. Internal Resolution: Contact our customer service team directly at [email protected]. Most disputes can be resolved quickly and informally through direct communication. Please provide all relevant documentation and a clear description of the dispute.
2. Escalation: If your concern is not resolved to your satisfaction within 5 business days of your initial contact, request that your case be escalated to a manager or supervisor. We will make every reasonable effort to resolve the matter promptly.
3. Chargeback and Credit Card Disputes: If you believe you have been charged incorrectly and are unable to resolve the matter with us directly, you have the right to contact your credit card company or bank to initiate a chargeback. We recommend attempting to resolve the issue with us first, as chargebacks can take significant time to process.
4. Consumer Protection Agencies: As a customer in the United States, you have rights under the Federal Trade Commission Act (FTC Act) and applicable state consumer protection laws. You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General's office if you believe your consumer rights have been violated.
5. Alternative Dispute Resolution: For unresolved disputes involving amounts greater than $250, the parties may agree to pursue mediation or arbitration as an alternative to litigation. Any such proceedings would be conducted in the United States and governed by applicable federal and state law.

10. Food Safety and Health-Related Concerns

If you have a food safety concern, including a suspected foodborne illness related to food consumed at Chuys or delivered by us, please contact us immediately. Your health and safety is our top priority. In such cases:

• Contact our team immediately at [email protected].
• Seek appropriate medical attention if necessary.
• Preserve any remaining food items if possible for investigation purposes.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA).

Chuys takes all food safety concerns seriously and will investigate each reported incident promptly and thoroughly. Refunds or other remedies will be considered on a case-by-case basis in the event of a substantiated food safety issue.

11. Changes to This Refund Policy

Chuys reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at chuysmexican.click with a revised effective date. We encourage you to review this policy periodically to stay informed about our refund practices. Your continued use of our services after changes are posted constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team:

We aim to respond to all refund-related inquiries within 2 business days. When contacting us, please include your order number, the date of your order, and a description of the issue to help us resolve your concern as efficiently as possible.

This Refund Policy was last updated on June 27, 2026, and is effective as of that date. This policy applies to all transactions conducted through chuysmexican.click and in connection with Chuys food services in the United States.