Refund Policy

At Taco Time, customer satisfaction is at the heart of everything we do. We understand that issues can sometimes arise with food orders, and we are committed to resolving any concerns promptly and fairly. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures governing refund requests, cancellations, and exchanges.

This policy applies to all purchases made directly through our website tacotime-food.digital, our mobile ordering platform, in-store purchases, and any third-party delivery services where applicable. By placing an order with Taco Time, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

Taco Time takes pride in preparing fresh, high-quality food items for every customer. We adhere to strict food safety and quality standards in compliance with applicable United States federal and state regulations, including guidelines set forth by the Food and Drug Administration (FDA) and the United States Department of Agriculture (USDA). In the event that your order does not meet our standards or your expectations due to an error on our part, we will work diligently to make it right.

2. Eligibility Conditions for Refunds

You may be eligible for a refund or replacement under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong item, wrong size, or missing items).
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Damaged Packaging: The order arrived with severely damaged packaging that compromised the integrity or safety of the food.
• Allergic Ingredient Error: You specified dietary restrictions or allergen requests at the time of ordering, and the order was prepared incorrectly in a manner that violates those stated requirements.
• Order Not Received: Your order was confirmed and charged but was never delivered or made available for pickup within the estimated time window.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage all customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Orders that are prepared correctly and in accordance with your specifications but returned simply due to a change of preference or appetite.
• Consumed Orders: Items that have been substantially consumed before a complaint is raised, unless a genuine health or safety concern can be demonstrated.
• Customization Errors by Customer: If the order was prepared exactly as specified by the customer, but the customer made an error during the customization process.
• Promotional or Free Items: Complimentary items, promotional samples, or items received as part of a discount offer are not eligible for a cash refund.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are managed by those respective platforms and are subject to their own refund policies.
• Gift Cards and Vouchers: Purchased gift cards, loyalty credits, and promotional vouchers are non-refundable and non-exchangeable for cash.
• Catering Deposits (Non-Cancellation): Deposits for confirmed catering orders that were fulfilled as agreed are non-refundable.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, damaged, or problematic food item(s), including the packaging and any order receipt or confirmation number visible.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at tacotime-food.digital. You may also visit us in person at our location.
3. Step 3 — Provide Required Information: In your refund request, include the following details:
   • Full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • A clear description of the issue
   • Photographic evidence (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate remedy — whether that is a full refund, partial refund, replacement meal, or store credit.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or card issuer may require additional time to post the credit to your account. Taco Time is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of the order was affected (e.g., one item out of several was incorrect or missing).
• The food was partially consumed before the issue was discovered.
• The issue was minor in nature but still warranted a gesture of goodwill (e.g., slightly delayed delivery, minor packaging defect that did not affect food quality).
• A coupon, discount, or promotional credit was applied to the original order, in which case the refund will reflect the actual amount paid for the item(s) in question.

The amount of a partial refund will be communicated clearly to the customer prior to processing, and customers will have the opportunity to accept the offer or escalate the matter for further review.

8. Exchange Policy

Where a full or partial refund is not the preferred resolution, Taco Time is happy to offer a replacement meal or item exchange under the following conditions:

• The exchange request is made within the eligible timeframe specified in Section 3 of this policy.
• The replacement item is of equal or lesser value to the original item ordered.
• The original item is returned or made available for inspection where feasible (particularly for in-store orders).
• The issue is verified as a result of an error on Taco Time's part and not due to customer preference changes.

Exchanges are subject to item availability. If a specific replacement item is not available at the time of the exchange request, we will offer a comparable alternative or issue a store credit of equivalent value.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and App Orders

Orders placed through our website or mobile app may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun. Once food preparation has commenced, cancellations are no longer possible, and refunds will not be issued for orders that have been prepared in accordance with your specifications.

To cancel an online order, please contact us immediately at [email protected] or by phone. Cancellation requests sent via email must include your order number and be timestamped within the cancellation window to be considered valid.

9.2 In-Store Orders

In-store orders may be cancelled only before payment has been processed. Once an order has been confirmed and payment accepted, cancellations will be handled at the discretion of the on-site manager, and refunds may be issued as store credit rather than cash.

9.3 Catering Orders

Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund of any deposit paid. Cancellations made between 24 and 48 hours before the scheduled event will receive a 50% refund of the deposit. Cancellations made less than 24 hours before the event are non-refundable. Full payment catering orders follow the same tiered cancellation refund schedule.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Taco Time provides the following escalation path:

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is inadequate, you may request an escalation to a senior customer service representative or manager by replying to the original email correspondence or contacting us directly at [email protected] with the subject line "Refund Dispute Escalation." We aim to resolve all escalated disputes within 5 business days.

10.2 Consumer Protection Resources

If you are located in the United States and believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — For complaints related to deceptive business practices and consumer protection under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For disputes related to payment processing and financial transactions.
• Your State Attorney General's Office: Each U.S. state has an Attorney General's office that handles consumer complaints. We encourage customers to consult the relevant office in their state of residence.
• Better Business Bureau (BBB): www.bbb.org — For mediation and dispute resolution services between consumers and businesses.

10.3 Chargeback Notice

While customers have the right to initiate a chargeback with their financial institution, we ask that you first contact us directly to resolve the issue. Initiating a chargeback without first giving us the opportunity to resolve your concern may result in a restriction of your account and future ordering privileges. We will cooperate fully with all legitimate chargeback investigations.

11. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) as they relate to the processing of your personal data in connection with refund transactions. For information regarding your data privacy rights, please refer to our Privacy Policy available at tacotime-food.digital.

12. Policy Modifications

Taco Time reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at tacotime-food.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any modifications constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below: