Refund Policy

At Cabana Taco, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as clear and straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and disputes.

1. Overview

This Refund Policy applies to all purchases made through our website at cabana-taco.digital, including online food orders, catering services, gift cards, and any other products or services offered by Cabana Taco. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to review this document before completing any transaction.

Cabana Taco operates in accordance with applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as state-specific regulations. We are dedicated to fair and transparent business practices in all refund-related matters.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances. Please review these conditions carefully before submitting a refund request:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong taco variety, missing ingredients specified in your order).
• Missing Items: Part of your order was not included in your delivery or pickup package.
• Food Quality Issues: The food was delivered in an unsatisfactory condition (e.g., spoiled, improperly prepared, or presenting a genuine food safety concern).
• Order Not Received: Your order was confirmed and charged but never arrived and was not made available for pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Allergen or Dietary Errors: Your order contained an ingredient that you explicitly excluded due to a documented allergy or dietary restriction, provided you disclosed this information at the time of ordering.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside of these windows will generally not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds under this policy:

• Food orders that have been fully consumed or substantially eaten before a complaint is raised.
• Orders where the customer simply changed their mind after the food has been prepared.
• Customizations or special instructions that were not clearly specified at the time of ordering.
• Partial food items that were consumed but disliked based on personal taste preferences (not a quality or safety issue).
• Gift cards that have been partially or fully redeemed.
• Promotional or discounted items purchased under special limited-time offers, unless a genuine quality issue exists.
• Delivery fees charged by third-party delivery platforms (refunds for these fees must be requested directly through the respective platform).
• Catering deposits once food preparation has commenced (see Cancellation Policy below).

5. How to Request a Refund (Step-by-Step)

We have made our refund request process simple and customer-friendly. Please follow the steps below to submit your request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue
   • Photographs of the item(s) in question (where applicable)
2. Contact Us: Reach out to our customer support team via email at [email protected]. Use the subject line: "Refund Request – [Your Order Number]".
3. Submit Your Request: Provide a clear and detailed description of the issue, including any supporting evidence such as photos or screenshots of incorrect charges.
4. Receive Confirmation: You will receive an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
5. Review and Decision: Our team will evaluate your request and communicate our decision within 3–5 business days. If additional information is needed, we will contact you.
6. Refund Issued: If your refund is approved, it will be processed according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account will depend on your original payment method:

Please note that while Cabana Taco processes refunds promptly upon approval, we do not control the processing times of financial institutions or payment processors. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The food quality issue affected some but not all items in the order.
• A customer used a discount code or promotional credit, in which case the refund will be calculated based on the actual amount paid.
• A catering order is partially canceled after preparation has begun (see Cancellation Policy).

The amount of a partial refund will be determined at our discretion, based on the nature of the issue and the value of the affected items. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, direct item-for-item exchanges are not always possible. However, Cabana Taco offers the following alternatives to customers who qualify:

• Replacement Order: In the case of incorrect or missing items, we may offer to prepare and deliver or make available a replacement item at no additional charge, subject to availability and timing constraints.
• Store Credit: In lieu of a monetary refund, we may offer store credit equal to or greater than the value of the affected item(s), which can be applied to a future order.
• Menu Substitutions: If a specific item is unavailable due to inventory issues, we will contact you before preparing your order to offer a suitable substitution or a refund for that item.

Exchanges and replacements are offered at Cabana Taco's discretion and may not be available in all circumstances. Our primary goal is to ensure your satisfaction and that you enjoy a high-quality dining experience.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order placed:

9.1 Standard Online Food Orders

Standard orders may be canceled within 5 minutes of placement, provided that preparation has not yet begun. Once food preparation has started, cancellations may not be possible, and a refund may not be granted. To cancel a standard order, please contact us immediately via email at [email protected] or call us as soon as possible.

9.2 Catering Orders

Catering orders require additional planning and resource allocation. The following cancellation schedule applies:

We understand that emergencies happen. If you need to cancel a catering order due to a documented emergency or extenuating circumstance, please contact us directly, and we will do our best to work with you on a case-by-case basis.

9.3 Gift Card Orders

Gift card purchases may be canceled and refunded within 30 days of purchase, provided the gift card has not been used or partially redeemed.

10. Dispute Resolution Process

Cabana Taco is committed to resolving any refund-related disputes in a fair, timely, and respectful manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Step 1 – Internal Escalation: If your initial refund request has been denied or you are dissatisfied with the proposed resolution, you may request an escalated review by emailing [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Please include any additional documentation or reasoning that supports your case.
2. Step 2 – Management Review: Your escalated dispute will be reviewed by a senior member of our team within 5–7 business days. You will receive a written response detailing our final internal decision.
3. Step 3 – Third-Party Mediation: If the dispute remains unresolved after internal escalation, both parties may agree to engage a neutral third-party mediator. Mediation costs will be shared equally between both parties unless otherwise agreed.
4. Step 4 – Regulatory Bodies: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or with your state's consumer protection agency, if you believe your consumer rights have been violated.
5. Step 5 – Chargeback: As a last resort, if you paid by credit or debit card, you may contact your card issuer to initiate a chargeback dispute. Please note that initiating a chargeback without first attempting to resolve the matter through our internal process may result in restrictions on your account with Cabana Taco.

11. Consumer Rights Under U.S. Law

Customers in the United States are protected by various federal and state consumer protection laws. The Federal Trade Commission Act prohibits unfair or deceptive business practices, and Cabana Taco is fully committed to compliance. Customers in states with additional consumer protection statutes — such as the California Consumer Privacy Act (CCPA/CPRA) for California residents — may have additional rights. We encourage customers to familiarize themselves with the laws applicable in their state.

Nothing in this Refund Policy is intended to limit or override any statutory rights you may have under applicable federal or state law.

12. Policy Updates

Cabana Taco reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at cabana-taco.digital with the updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to us using the following contact details:

Our customer support team is available to assist you Monday through Friday, during standard business hours. We aim to respond to all refund inquiries within 1–2 business days. For urgent matters, please clearly indicate the urgency in your email subject line.

We value your trust and appreciate your business. At Cabana Taco, we strive to ensure that every customer experience is a positive one, and we are dedicated to making things right when issues arise. Thank you for choosing Cabana Taco.