Refund Policy

Effective Date: July 25, 2026 | Last Updated: July 25, 2026

1. Introduction

At Chopt, we are committed to delivering fresh, high-quality salads and food products that meet your expectations every single time. We understand that there may be occasions when an order does not meet your satisfaction, and we want to ensure a fair and transparent process for resolving any issues that arise.

This Refund Policy applies to all purchases made through our website chopt-freshsalads.rest and governs your rights and our obligations with respect to refunds, exchanges, cancellations, and disputes. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

Because we deal with perishable food items, our refund policy contains specific provisions designed to address the unique nature of food products. We encourage you to review this policy in full before placing your order.

2. Eligibility Conditions for Refunds

Refunds at Chopt are evaluated on a case-by-case basis. To be considered eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item or order that is materially different from what you placed. This includes wrong ingredients, wrong portion size, or items omitted from your order despite being charged.
• Food Quality Issues: The food received was spoiled, contaminated, visibly damaged upon delivery, or otherwise unfit for consumption at the time of receipt.
• Allergic Ingredient Discrepancy: You notified us of a specific food allergy or dietary restriction at the time of ordering, and your order was prepared with the restricted ingredient despite this notification.
• Missing Items: One or more items from your order were missing upon delivery or pickup, and you were charged for those items.
• Failed Delivery: Your order was never delivered and cannot be located despite a confirmed delivery attempt.
• Technical Payment Error: A duplicate charge or payment processing error occurred resulting in you being charged more than once for the same order.

Refund requests that do not meet one or more of the above eligibility criteria may not be approved. Chopt reserves the right to make the final determination on refund eligibility in all cases.

3. Timeframes for Refund Requests

Due to the perishable nature of our food products, it is essential that refund requests are submitted promptly. The following timeframes apply:

Requests submitted after these deadlines will generally not be accepted. Chopt will not be responsible for issues reported outside of the applicable timeframe. We strongly recommend inspecting your order immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions. These include:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Consumed Items: Refunds will not be processed for items that have been substantially or fully consumed, except in cases involving food safety concerns or quality issues that were not immediately apparent.
• Customization Dissatisfaction: Orders that were prepared according to the exact customization instructions you provided are not eligible for refunds based on personal taste preferences.
• Promotional or Discounted Items: Items purchased as part of limited-time promotions, flash sales, or with discount codes may not be eligible for refunds unless defective or incorrect.
• Gift Cards and Store Credits: Once issued, gift cards and store credit balances are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the failure to deliver was entirely attributable to Chopt or our delivery partners.
• Third-Party Platform Orders: Orders placed through third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' individual refund policies and not directly within Chopt's control.

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

To submit a refund request with Chopt, please follow these steps carefully:

1. Document the Issue: Before contacting us, take clear photographs of your order, including any packaging, labels, and the specific item(s) in question. This documentation is essential for processing your request.
2. Contact Us via Email: Send your refund request to [email protected]. Use the subject line: "Refund Request – [Your Order Number]".
3. Include Required Information: Your email must include the following details:
   • Full name as listed on the order
   • Order number and date of purchase
   • Email address associated with the order
   • A clear description of the issue
   • Photographic evidence (where applicable)
   • Your preferred resolution (refund, store credit, replacement, etc.)
4. Await Confirmation: You will receive an automated confirmation email within 1 business day acknowledging that your request has been received.
5. Review Process: Our customer service team will review your claim within 2–5 business days. We may follow up with additional questions or request further documentation during this period.
6. Resolution Notification: Once a decision has been made, we will notify you via email with the outcome. If your refund is approved, the details of the refund method and timeline will be included in this communication.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used. Estimated processing times are as follows:

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the credit to your account. Chopt is not responsible for any delays caused by third-party financial institutions.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• A food quality issue affected only part of your order and the remaining items were acceptable.
• The order was partially consumed before the issue was identified, and the remaining portion was clearly problematic.
• A promotional discount was applied to your order, in which case the refund will reflect the actual amount paid for the affected item(s) after the discount.

The amount of a partial refund will be calculated based on the pro-rated value of the affected items, including applicable taxes. Our customer service team will communicate the exact refund amount to you prior to processing.

8. Exchange Policy

Due to the perishable nature of fresh food products, direct exchanges are generally not available in the traditional retail sense. However, Chopt offers the following alternatives in lieu of an exchange:

• Replacement Order: If your order was incorrect or contained a significant quality defect, we may offer to prepare and deliver a replacement order at no additional charge. Replacement orders are subject to availability and must be requested within the applicable timeframe.
• Store Credit: In cases where a replacement is not feasible (due to timing, location, or other constraints), we may issue store credit equivalent to the value of the affected item(s) to be used on a future order through chopt-freshsalads.rest.

Requests for replacements or store credit exchanges must be submitted through the same process outlined in Section 5 of this policy.

9. Cancellation Policy

Because Chopt prepares fresh food to order, our ability to accommodate cancellations is extremely limited once an order has entered the preparation phase. The following cancellation terms apply:

9.1 Online Orders (Website)

You may cancel an order placed through chopt-freshsalads.rest within 5 minutes of placing it, provided the order has not yet been accepted by our kitchen. To cancel, contact us immediately at [email protected]. If your cancellation request is received within this window, a full refund will be processed.

9.2 Orders Already in Preparation

Once your order has been accepted and entered the preparation stage, cancellations are no longer possible. No refund will be issued for orders cancelled after preparation has commenced, unless there is a demonstrable error on Chopt's part.

9.3 Scheduled or Pre-Orders

For orders scheduled in advance, you may cancel up to 2 hours before the scheduled delivery or pickup time for a full refund. Cancellations made within 2 hours of the scheduled time may be eligible for store credit only, at Chopt's discretion.

9.4 Catering or Bulk Orders

For catering or bulk orders (orders exceeding $100 in value), cancellations must be made at least 24 hours before the scheduled fulfillment time to receive a full refund. Cancellations made within 24 hours of the scheduled fulfillment time will result in a 50% cancellation fee, with the remainder refunded or issued as store credit.

10. Dispute Resolution Process

Chopt is committed to resolving any refund-related disputes fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following escalation process is available:

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or the resolution offered was inadequate, you may request an escalation review by replying to the resolution email and clearly stating "Escalation Request" in the subject line. Our senior customer service team will review your case within 5 additional business days and provide a final internal determination.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or incorrect. We encourage you to attempt resolution directly with Chopt before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication.

10.3 FTC and Consumer Protection Resources

If you feel your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General's consumer protection office.

10.4 Informal Dispute Resolution

Before initiating any formal legal action, both parties agree to attempt to resolve any dispute informally through good-faith negotiation. Either party may initiate this process by sending written notice to the other party describing the nature of the dispute and the desired resolution. The parties agree to negotiate in good faith for a period of 30 days before pursuing formal remedies.

11. Contact Information for Refund Requests

For all refund-related inquiries, please use the following contact details:

12. Policy Updates

Chopt reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website and services following any modifications constitutes your acceptance of the revised policy.