Refund Policy

At Chopt Fresh Salads, we are committed to delivering fresh, high-quality food and an exceptional customer experience through our website chopt-freshsalads.click. We understand that issues can occasionally arise with orders, and this Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, or cancellations. Please read this policy carefully before placing an order.

This policy applies to all purchases made through our website and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Chopt Fresh Salads prides itself on providing freshly prepared food products of the highest quality. Because our products are perishable food items, our refund policy is specifically designed to address the unique nature of food service. We evaluate all refund and complaint requests on a case-by-case basis and strive to reach a fair resolution for every customer.

Our customer service team is available to assist you and can be reached at [email protected] or by visiting our website at chopt-freshsalads.click.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Incorrect Order: You received items that are materially different from what you ordered (e.g., wrong protein, wrong dressing, wrong salad base).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was spoiled, visibly contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Allergen Concerns: You received food containing an allergen you specifically excluded at the time of ordering, and you reported the issue before or immediately upon consumption.
• Failed Delivery: Your delivery order was never received, and tracking or confirmation does not indicate successful delivery.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Order Not Fulfilled: We were unable to fulfill your order due to ingredient availability or operational issues.

All refund requests are subject to verification. We reserve the right to request supporting documentation such as photographs of the product, order confirmation numbers, or other evidence to process your claim.

3. Timeframes for Refund Requests

Due to the perishable nature of our food products, we require that refund requests be submitted within specific timeframes:

4. Non-Refundable Items and Situations

The following items, services, and circumstances are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food was prepared.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong dressing or toppings).
• Partially consumed food items where the complaint is not related to food safety or quality issues documented at the time of receipt.
• Promotions, discounts, gift cards, or loyalty reward redemptions — these have no cash value and are non-refundable.
• Delivery fees paid to third-party delivery platforms or services are subject to the policies of those respective platforms.
• Orders affected by circumstances beyond our control, including natural disasters, severe weather, or public health emergencies.
• Refund requests submitted beyond the applicable reporting deadlines outlined in Section 3.
• Items that have been stored improperly by the customer after receipt, resulting in spoilage.

5. How to Request a Refund — Step-by-Step

To request a refund, please follow these steps carefully to ensure your claim is processed as quickly as possible:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that while we process refunds promptly upon approval, the actual posting of funds to your account is controlled by your financial institution or payment processor and may vary. Chopt Fresh Salads is not responsible for delays caused by third-party banks or payment processors.

7. Partial Refunds

In situations where only part of an order is affected by an issue, we may issue a partial refund corresponding to the value of the affected item(s). Partial refunds may be granted in the following circumstances:

• One or more items in a multi-item order were missing or incorrect, while the remainder of the order was satisfactory.
• A food quality issue affected only a specific component of an order.
• The customer received a lesser quantity than ordered for a specific item.
• A promotional discount or credit was not applied correctly, resulting in an overcharge for specific items.

The amount of any partial refund will be calculated based on the proportional value of the affected item(s) as listed in your order confirmation, exclusive of any applicable delivery fees or service charges unless those are also in dispute.

8. Cancellation Policy

Because our food is freshly prepared upon order placement, we have a very limited window for cancellations:

• Online Orders: Cancellations must be requested within 5 minutes of placing your order. After this window, preparation typically begins, and we are unable to guarantee a cancellation or refund.
• Pre-Scheduled Orders: If you have placed an order scheduled for a future date and time, cancellations must be submitted at least 2 hours before the scheduled pickup or delivery time to receive a full refund.
• Catering or Group Orders: Cancellations for catering or large group orders must be submitted at least 24 hours before the scheduled order time. Cancellations made within 24 hours of the order time may be subject to a cancellation fee of up to 50% of the total order value, as these orders require significant advance preparation.

To cancel an order, contact us immediately at [email protected] and include your order number and the reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not available. However, in situations where an incorrect item was delivered and reported within the required timeframe, we may offer the following alternatives at our discretion:

• Replacement Order: In cases of incorrect or missing items where the issue is reported promptly and operational circumstances allow, we may prepare and deliver or offer for pickup a replacement item at no additional charge.
• Store Credit: If a replacement is not feasible (e.g., due to the time of day, kitchen closure, or distance), we will issue store credit equal to the value of the affected item(s) to be applied to a future order.
• Monetary Refund: If neither a replacement nor store credit is acceptable to the customer, a monetary refund for the affected item(s) will be processed according to the timelines in Section 6.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request or believe your concern has not been adequately addressed, Chopt Fresh Salads encourages the following dispute resolution steps:

Step 1: Internal Escalation

Contact our customer service team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please reference your original case or ticket number in your communication.

Step 2: Good Faith Negotiation

We are committed to resolving disputes through open and good-faith communication. Our management team will review escalated cases and respond with a final resolution proposal within 5 business days.

Step 3: Chargeback Notice

If you choose to initiate a chargeback with your credit card issuer or bank, we respectfully ask that you notify us first by email so we have the opportunity to resolve the matter directly. Chargebacks initiated without prior notification may extend resolution timelines and limit our ability to offer accommodations.

Step 4: External Dispute Resolution

If internal resolution efforts fail, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's Attorney General office for consumer protection assistance. Depending on your state of residence, additional consumer protection rights may apply.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that refund and cancellation policies may differ. In such cases:

• Refund requests related to delivery issues should be directed to the respective third-party platform through which you placed your order.
• Refund requests related to food quality, incorrect items, or missing items may be directed either to the third-party platform or to us directly.
• We will cooperate with third-party platforms to resolve valid complaints but cannot guarantee outcomes determined solely by those platforms' policies.

12. Policy Updates and Amendments

Chopt Fresh Salads reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on our website at chopt-freshsalads.click with an updated effective date. Continued use of our website or services following the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions about this policy, please contact us using the information below. Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time).

When contacting us, please provide your order number, the email address associated with your order, a clear description of your issue, and any supporting documentation (such as photographs) to help us process your request efficiently.