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Refund & Satisfaction Policy

Last Updated: October, 12th, 2025.

 

The present policy labeled as Refund & Satisfaction Policy (this "policy" or "Terms") is a legal agreement between you and STL HOWDERSHELL, LLC (hereinafter "Chicago Fish Chicken Grill - University City"), a company duly organized and validly existing, located at 6707 Vernon Ave, Saint Louis, Missouri 63130. This Agreement annuls and voids all previous agreements.

 

Throughout the policy, the terms "we", "us" and "our" refer to Chicago Fish Chicken Grill - University City. Chicago Fish Chicken Grill - University City offers this Site, including all information, tools and services available from this Site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

 

1. Purpose

We want you to enjoy your meal and dining experience with us. This policy sets out when and how we may issue refunds, exchanges, or credits in the fair and consistent manner.

 

2. Scope

This policy applies to all orders placed directly with Chicago Fish Chicken Grill (in-restaurant, takeout, phone orders, or delivery directly from us). It does not apply to orders placed via third-party delivery platforms (though we’ll do our best to assist you).

 

3. General Principle

  1. All sales are final once food is fully prepared and accepted by the customer, except in cases where we made an error (e.g. incorrect items, missing item, food quality issue).

  2. We strive to correct valid mistakes immediately (e.g. remake order) before considering refunds.

  3. Refunds are not guaranteed for “taste preference” complaints (i.e. you didn’t like the flavor) once the food is correctly made per your request.

 

4. When Refunds, Credits or Exchanges May Be Offered

 

Order error / missing item / wrong item: 
What You Should Do: Contact us immediately (while still at or near original delivery time / pick-up)

What We Will Do: We will remake the missing or wrong item, or issue a refund (or credit) if remake is not possible.
Food quality or safety issue (e.g. cold, undercooked, foreign object)

What You Should Do: Notify us promptly, keep the food in original packaging if possible, and provide evidence (photo)

What We Will Do: We will investigate. If confirmed, we may offer a replacement, refund, or store credit at manager discretion.

Change of mind / you don’t like it

What You Should Do: Before acceptance / before you leave the premises: let the staff know

What We Will Do: We may offer a courtesy exchange or discount if feasible, but refunds are not guaranteed.

Spice / customization complaints

What You Should Do: Must be raised immediately upon receiving the food

What You Should Do: Because you specifically requested those modifications, refunds for taste dissatisfaction due to custom requests will generally not be honored.

 

5. Time Limits & Conditions

  1. You must raise any issue within 30 minutes after the time of delivery or pick-up.

  2. The item in question should be returned in its original, untampered packaging (whenever possible) so we can inspect.

  3. If more than 25% or more of the food has been consumed, removed, or discarded, a refund or replacement may be denied.

  4. Refunds on credit/debit card payments may take 3–5 business days to appear via your bank or card issuer.

  5. For cash payments, refunds (if approved) may be issued as cash, or in store credit, at our discretion.

 

6. Method of Refund

  1. Refunds will be made using the same method as payment (credit card, debit card, cash) whenever possible.

  2. If the original payment method is no longer available, or if funds have already been settled, we may issue a store credit or account credit instead.

  3. In certain circumstances, we may require the customer to pick up or drop off the item in question so staff or management can inspect.


7. No Refunds / Non-Eligible Situations

We reserve the right to deny refunds in the following situations:

  1. You request a refund simply because you changed your mind after accepting the food.

  2. You request a refund for taste preferences or ingredient omissions/changes you specifically asked for (e.g. you asked for extra spicy, and later say it's too spicy).

  3. You fail to report the issue within the time limits above.

  4. The food has already been substantially consumed or altered.

  5. You place an order and then try to cancel after it has been prepared.

  6. For third-party delivery orders, you must also follow that platform’s refund / complaint policy; we may only intervene where we have control.

 

8. Exceptions & Manager Discretion

In some cases (especially for loyal customers or significant errors), the manager may override parts of this policy for goodwill (e.g. partial refund, comping the entire order). But those are exceptions, not the norm.

 

9. Display & Awareness

  1. We will post a summary of this refund policy notice near the register or pick-up area.

  2. Our website and printed menus (if applicable) will include a concise version of this policy (e.g. “All sales final except for order errors; see full policy”).

  3. Staff will be trained to politely inform customers when refund requests are made of the applicable policy.

 

10. Modifications

We reserve the right to amend or update this policy at any time. The version posted in-store and online at the time you place your order is the version that applies to that order.

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