Refund Policy

Overview

At Slim Chickens, customer satisfaction is our top priority. We are committed to providing you with fresh, high-quality food and exceptional service. If for any reason you are not completely satisfied with your purchase, we offer a comprehensive refund policy to ensure your experience meets our high standards.

This refund policy applies to all purchases made through our restaurant locations, online ordering system, catering services, and delivery platforms. We stand behind the quality of our products and are dedicated to resolving any issues promptly and fairly.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• In-restaurant purchases: Refund requests must be made within 30 minutes of receiving your order
• Online and delivery orders: Refund requests must be submitted within 2 hours of delivery
• Catering orders: Refund requests must be made within 4 hours of the scheduled delivery time
• Gift cards: Refund requests must be made within 30 days of purchase if unused

Product Condition

• Food items that are cold when they should be hot
• Items that are significantly different from what was ordered
• Food that shows signs of spoilage or contamination
• Missing items from your order
• Incorrect preparation (wrong spice level, missing ingredients, etc.)

Proof of Purchase

• Original receipt (physical or digital)
• Order confirmation number for online orders
• Credit card statement showing the transaction
• Photo evidence of the issue (when applicable)

Non-Refundable Items

The following items and services are not eligible for refunds:

• Partially consumed food items - Items that have been more than 25% consumed
• Custom orders - Specially prepared items with unique modifications
• Promotional items - Free items received through promotions or loyalty programs
• Digital products - Mobile app purchases, unless required by law
• Third-party services - Delivery fees charged by external platforms
• Change of mind - Returns based solely on personal preference after consumption has begun
• Expired promotional offers - Orders placed after promotion expiration
• Catering orders with less than 24-hour notice - Unless due to our error

Refund Process

Follow these steps to request a refund:

1. Contact Us Immediately

   Reach out to us as soon as you identify an issue with your order. The sooner you contact us, the better we can assist you.

2. Provide Order Information

   Have your receipt, order number, or transaction details ready. This helps us locate your order quickly in our system.

3. Describe the Issue

   Clearly explain the problem with your order. If possible, provide photos of the issue to help our team understand the situation.

4. Speak with Management

   Our manager will review your request and determine the appropriate resolution, which may include a full refund, partial refund, or replacement.

5. Receive Confirmation

   Once approved, you will receive confirmation of your refund with details about processing time and method.

6. Return Items (if required)

   For certain situations, we may request that you return the item or allow us to inspect it before processing the refund.

Refund Methods

Refunds will be processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days for funds to appear in your account
• Cash: Immediate cash refund for in-restaurant purchases
• Gift Cards: Refunded as store credit or new gift card within 24 hours
• Digital Wallets (Apple Pay, Google Pay): 1-3 business days
• Third-party platforms (DoorDash, Uber Eats): Processed through the platform's refund system

Processing Timeframes

Exchanges vs. Refunds

We offer both exchanges and refunds depending on your preference and the situation:

When We Recommend Exchanges

• Incorrect order items (we'll prepare the correct item)
• Temperature issues (we'll prepare a fresh, hot replacement)
• Missing items (we'll provide the missing items)
• Preparation errors (we'll remake the item correctly)

Exchange Benefits

• Faster resolution: Get your correct order without waiting for refund processing
• No loss of value: Receive exactly what you originally wanted
• Fresh preparation: New items are prepared fresh to ensure quality
• Additional compensation: May include extra items or discounts for the inconvenience

Full Refund Situations

• You no longer want the replacement item
• You're leaving the location and can't wait for a remake
• The issue cannot be resolved through replacement
• Food safety concerns that make replacement inappropriate

Damaged or Defective Items

We take special care when handling damaged or potentially defective food items:

Immediate Actions

• Stop consumption immediately if you notice any issues
• Preserve the item for inspection if possible
• Contact us immediately for prompt resolution
• Seek medical attention if you experience any adverse reactions

Types of Damage/Defects We Address

• Foreign objects in food
• Spoiled or off-tasting ingredients
• Undercooked or overcooked items that pose safety risks
• Packaging damage that affects food quality
• Cross-contamination issues
• Temperature abuse during storage or transport

Our Response

• Immediate full refund without question
• Investigation of the root cause to prevent future occurrences
• Additional compensation for serious issues
• Follow-up to ensure your satisfaction and well-being
• Documentation for quality improvement purposes

Contact Information for Refund Requests

Get in touch with us using any of these convenient methods:

Business Hours for Refund Support

What to Have Ready

• Your order receipt or confirmation number
• Date and time of your order
• Description of the issue
• Photos of the problem (if applicable)
• Your preferred resolution (refund or exchange)
• Contact information for follow-up

Policy Updates

This refund policy is subject to change. We will notify customers of any significant changes through:

• Email notifications to registered customers
• Announcements on our website
• In-store signage
• Social media updates

Last updated: January 2026

Effective date: January 1, 2026