Refund Policy

Last Updated: May 30, 2026

1. Introduction

At Taco Time, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and we want to ensure that every customer is treated fairly and transparently when it comes to refunds, exchanges, and cancellations.

This Refund Policy applies to all purchases made through our website food-tacotime.rest, by phone, or through any affiliated ordering platform. This policy is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations.

If you have any questions or concerns regarding this policy, please do not hesitate to contact us directly using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every Taco Time experience to meet your expectations. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, contaminated, or significantly below acceptable quality standards.
• Order Not Delivered: Your delivery order was never received, and our records confirm a failed delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A system error on our platform caused an incorrect or unintended charge.

To be eligible for a refund, customers must meet the following general conditions:

1. The refund request must be submitted within the applicable timeframe outlined in Section 3.
2. The customer must provide sufficient evidence or description of the issue (e.g., photos, order number, description of the problem).
3. The order must have been placed and paid for directly through food-tacotime.rest or an authorized ordering channel.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. The following are non-refundable:

• Orders that have already been consumed, partially or fully, without a valid quality complaint.
• Custom or special menu modifications made at the customer's specific request (e.g., extra spice, ingredient substitutions), unless the modifications were incorrectly applied.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Refund requests submitted beyond the applicable deadline as outlined in Section 3.
• Dissatisfaction based solely on personal taste preferences, when the food was prepared correctly and as described.
• Delivery fees, service fees, and tips, unless a refund is granted due to an undelivered order.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — refund requests for such orders must be directed to the respective third-party platform.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photos or documentation, if applicable (especially for food quality issues or missing items)
2. Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: food-tacotime.rest
3. Submit Your Request: Clearly state that you are requesting a refund and provide all relevant details, including your order number, the specific items in question, and the nature of the issue.
4. Await Confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt.
5. Review and Decision: We will review your request, which may include verifying your order details, reviewing any photos or evidence provided, and consulting with our kitchen or delivery team. A decision will be communicated within 3–5 business days.
6. Refund Issued: If your refund request is approved, the refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your payment method:

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account is subject to your bank's or payment processor's internal policies. We are unable to expedite this process on your behalf.

In some cases, approved refunds may be issued as Taco Time store credit rather than a return to the original payment method, at our discretion, particularly for smaller order disputes or goodwill resolutions.

7. Partial Refunds

In situations where only part of an order was affected by an issue, we may issue a partial refund corresponding to the value of the impacted items. Partial refunds may apply in the following situations:

• Only some items from the order were missing or incorrect.
• A portion of the order was satisfactory, but one or more items did not meet quality standards.
• A discount, coupon, or promotional credit was already applied to the order, affecting the refundable amount.
• The customer has partially consumed an order but reported a quality issue with a specific item.

The refund amount for partial refunds will be calculated based on the pro-rated value of the affected items as listed on your order receipt or confirmation. Delivery fees and service charges will only be refunded if the entire order is deemed unacceptable.

8. Exchange Policy

Due to the nature of freshly prepared food products, traditional item exchanges are generally not possible once an order has been delivered or picked up. However, we do our best to make things right for our customers:

• In-Store Orders: If you notice an error in your order before leaving our location, please inform a team member immediately. We will correct your order at no additional charge.
• Delivery or Pickup Orders: If an item was prepared incorrectly or an incorrect item was provided, please contact us within 24 hours. Depending on the situation and your location, we may offer to:
  • Re-deliver the correct item (subject to delivery area and availability)
  • Provide a store credit for the value of the affected item
  • Issue a partial or full refund for the affected item

We are unable to accept physical returns of food items due to health, safety, and hygiene regulations.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Cancellation Window: Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• Once food preparation has started, cancellations may not be possible, and a refund may not be issued.
• To cancel an order, contact us immediately via email at [email protected] or through our website.

9.2 Catering or Large Group Orders

• Catering or advance orders for groups must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24–48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may not be eligible for a refund, as ingredients and preparation resources will have already been committed.

9.3 Scheduled Orders

If you have placed a scheduled or pre-ordered meal, you may cancel or modify it up to 2 hours before the scheduled time without penalty. Modifications or cancellations requested within 2 hours of the scheduled time are subject to our standard cancellation terms above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you may initiate a formal dispute resolution process:

Step 1: Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a supervisor or manager. Please include your original refund request reference number and a clear explanation of why you are dissatisfied with the initial resolution.

Step 2: Written Formal Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint via email. We will respond to formal written complaints within 7 business days with a final decision from our management team.

Step 3: Chargeback Through Your Bank

If you believe you have been charged incorrectly and we have been unable to resolve your concern, you have the right to contact your bank or credit card issuer to initiate a chargeback process. We encourage customers to attempt resolution with us first, as chargebacks can take significantly longer to resolve.

Step 4: Consumer Protection Agencies

Customers in the United States who believe their consumer rights have been violated may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or local consumer protection agency

Step 5: Legal Action

In the event that a dispute cannot be resolved through the above steps, either party may pursue resolution through the appropriate courts in the applicable jurisdiction within the United States. This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws.

11. Special Circumstances and Force Majeure

In the event of extraordinary circumstances beyond our reasonable control — including but not limited to natural disasters, severe weather events, power outages, public health emergencies, or government-mandated closures — standard refund and cancellation timelines may be affected. In such cases, Taco Time will communicate any changes to our policy through our website at food-tacotime.rest and will work with customers on a case-by-case basis to provide fair and reasonable resolutions.

12. Third-Party Platform Orders

If you placed your order through a third-party delivery or ordering platform such as DoorDash, Uber Eats, Grubhub, or any similar service, please note the following:

• Refund and dispute requests for orders placed via third-party platforms are subject to that platform's own refund policy, not ours.
• Taco Time does not have direct control over payments processed by third-party platforms and cannot issue refunds for those transactions.
• For such orders, please contact the third-party platform's customer support directly.
• Taco Time is happy to provide supporting information or documentation (such as order records) to assist with your dispute on those platforms if requested.

13. Amendments to This Policy

Taco Time reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at food-tacotime.rest with an updated "Last Updated" date. Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms. We encourage customers to review this policy periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, complaints, or questions regarding this policy, please contact our customer support team using the information below: