Refund Policy

At Cabana Taco, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines the terms and conditions under which we process refund requests, handle cancellations, and resolve disputes. Please read this policy carefully before placing an order or making a purchase through our website at eat-cabanataco.rest or at our physical location.

By placing an order with Cabana Taco, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Cabana Taco takes pride in the quality of our food, ingredients, and service. Every order is prepared with care and attention to ensure it meets our high standards. However, we recognize that mistakes can happen, and we are dedicated to making things right in a fair, transparent, and timely manner. Our refund policy is designed to protect both our customers and the integrity of our business operations.

If you are not satisfied with your order for any reason covered under this policy, we encourage you to contact us promptly so we can work toward a satisfactory resolution. Our customer service team is ready to assist you.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. Refund eligibility is determined on a case-by-case basis. You may be eligible for a full or partial refund under the following conditions:

• Wrong Order Delivered: If you received an item that is materially different from what you ordered (e.g., wrong proteins, incorrect toppings, or missing items), you may be eligible for a full or partial refund.
• Food Quality Issues: If the food you received was undercooked, spoiled, contaminated, or otherwise unsafe for consumption, you may qualify for a refund. Photographic evidence may be required.
• Missing Items: If one or more items from your order were not included in your delivery or pickup bag, you are eligible for a refund or replacement for those missing items.
• Duplicate Charges: If your payment method was charged more than once for the same order due to a system or processing error, the duplicate charge will be fully refunded.
• Order Not Received: If you placed an order for delivery and the order was never delivered, you may qualify for a full refund, subject to verification with the delivery provider.
• Allergic Reactions Due to Incorrect Preparation: If an allergy or dietary restriction was clearly communicated at the time of ordering and the order was prepared incorrectly as a result, Cabana Taco will review the claim and may issue a refund or credit.

Refund eligibility does not apply in cases where the customer simply changed their mind after the order was prepared or where the complaint is based solely on personal taste preferences that are subjective in nature.

3. Timeframes for Refund Requests

Timeliness is critical when it comes to food-related refund claims. Because our products are perishable in nature, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside these timeframes may not be eligible for approval. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Completed and Consumed Orders: If the majority of your food has been consumed before a complaint is made, a refund will generally not be issued.
• Change of Mind: Refunds are not granted because a customer decides they no longer want the item after it has been prepared.
• Customization Errors by the Customer: If an incorrect customization was selected by the customer during ordering (e.g., wrong sauce, wrong size), Cabana Taco is not obligated to issue a refund.
• Delivery Fees: Third-party delivery fees are non-refundable unless the non-delivery was due to a fault on the part of Cabana Taco.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted rate may not be eligible for refund unless there is a proven quality defect.
• Gift Cards and Store Credits: Gift cards and any issued store credits are non-refundable and cannot be exchanged for cash.
• Late Cancellations on Catering Orders: Catering orders canceled less than 24 hours before the scheduled service time may not qualify for a full refund. See Section 9 for full cancellation terms.

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

To initiate a refund request, please follow these steps carefully to ensure your claim is processed as efficiently as possible:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as you identify the issue. You can contact us via email at [email protected] or visit our website at eat-cabanataco.rest.
2. Step 2 – Provide Order Details: Include your full name, contact information, date and time of your order, order number (if applicable), and the method of purchase (in-store, online, or via a third-party app).
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. Be as specific as possible — include which items were incorrect, missing, or unsatisfactory.
4. Step 4 – Provide Supporting Evidence: Where applicable, please attach photographs of the incorrect or unsatisfactory items. Visual evidence significantly speeds up the review process.
5. Step 5 – Submit Your Request: Send all the above information to [email protected] with the subject line: "Refund Request – [Your Order Number]".
6. Step 6 – Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and will notify you of the decision and next steps within 3–5 business days.

6. Refund Processing Times by Payment Method

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

Please note that Cabana Taco does not control the processing timelines of banks or third-party financial institutions. Delays may occur due to your bank's processing schedule or weekends and holidays. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations in which a partial refund may be appropriate include:

• Only a portion of your order was incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only one item in a multi-item order.
• The customer has already consumed a significant portion of the order before raising a complaint.
• The order was only partially fulfilled due to ingredient availability, and Cabana Taco provided prior notice of the substitution.

Partial refund amounts will be calculated based on the proportional value of the affected items relative to the total order cost, including applicable taxes. The final determination of partial refund amounts rests with Cabana Taco's customer service team, subject to review.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, exchanges are handled differently from traditional retail businesses. Cabana Taco's exchange policy is as follows:

• In-Store Exchanges: If you are dining in or picking up at our location and receive an incorrect item, please notify a team member immediately. We will remake your order at no additional charge when the error was made by our staff.
• Delivery Orders: For delivery orders, we are unable to physically exchange items. In these cases, a refund or store credit will be issued for the incorrect item(s) instead of a physical replacement.
• Remake Requests: If your food arrives cold, improperly packaged, or not as expected due to a preparation error, we may offer to remake the item if you are able to return to our location. This option is available at our discretion and subject to operational capacity at the time of your request.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Cabana Taco:

Standard Orders (In-Store / Online)

Standard individual orders may be canceled for a full refund if the cancellation is made before the order has entered the preparation stage. Once an order is confirmed and preparation has begun, cancellations may not be accepted, and a refund will not be issued. Cancellations must be communicated immediately by contacting us at [email protected].

Catering and Large Group Orders

For catering and large group orders, the following cancellation schedule applies:

Deposits paid for catering orders are non-refundable in cases of cancellation with less than 24 hours' notice.

10. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any similar service, your refund request may be subject to that platform's specific refund policies. Cabana Taco does not have direct control over the refund processes of third-party platforms. We recommend:

• Contacting the third-party platform's customer support directly for refund requests related to delivery issues.
• Reaching out to us at [email protected] for issues related to food quality or preparation errors, as these fall under our responsibility regardless of the platform used.

11. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Cabana Taco provides the following dispute resolution process:

1. Internal Escalation: Contact us at [email protected] and request that your case be escalated to a senior manager. Include your original refund request details and the reason for your appeal.
2. Managerial Review: A member of management will review your case within 5 business days and provide a final written determination via email.
3. Chargeback Rights: Under US federal and state consumer protection laws, including protections afforded by the FTC Act, you retain the right to dispute a charge with your credit card issuer or bank if you believe the charge was unauthorized or if a service was not delivered as promised. We encourage you to attempt resolution directly with us before initiating a chargeback, as chargebacks can involve additional processing delays.
4. State Consumer Protection Agencies: Customers in the United States may also file complaints with their state's consumer protection office or the Federal Trade Commission (FTC) at www.ftc.gov if they believe their consumer rights have been violated.

12. Changes to This Refund Policy

Cabana Taco reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at eat-cabanataco.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any modification constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions about this policy, please reach out to us using the contact information below. Our team is happy to assist you and will respond within 1–2 business days.

When contacting us about a refund, please have the following information ready to help us serve you faster:

• Full name and contact information
• Order number or transaction ID
• Date and time of the order
• Description of the issue
• Photographs of the affected items (if applicable)
• Your preferred resolution (refund, replacement, or store credit)