Refund Policy

Effective Date: May 20, 2026  |  Last Updated: May 20, 2026

1. Introduction

Cabana Taco ("we," "us," "our," or "the Company") is committed to providing fresh, high-quality food and an exceptional dining experience to all of our customers. We understand that issues can arise, and we want to make the resolution process as straightforward and fair as possible.

This Refund Policy applies to all purchases made directly through our website at cabana-taco.rest, via phone order, or in person at our establishment. By placing an order with Cabana Taco, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any applicable state laws where our business operates.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Cabana Taco experience. Refunds may be issued under the following circumstances:

2.1 Qualifying Conditions

• You received an incorrect order — items delivered or prepared do not match what was ordered.
• Your food was prepared incorrectly due to an error on our part (e.g., wrong toppings, missing ingredients specified in your order).
• Your order arrived in an unsatisfactory condition — food was significantly damaged, spilled, or spoiled during delivery through our platform.
• You experienced a significant quality issue — the food did not meet reasonable food safety or quality standards.
• Your order was never received despite confirmed payment and delivery confirmation.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website resulted in an unintended charge or incorrect order total.

2.2 Conditions That May Not Qualify

• Change of mind after an order has been prepared or dispatched.
• Dissatisfaction based on personal taste preferences that were not communicated at the time of ordering.
• Orders that have already been partially or fully consumed without a documented quality complaint.
• Issues caused by incorrect delivery information provided by the customer.
• Delays caused by third-party delivery services beyond our reasonable control.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, please observe the following timeframes:

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Consumed food items — Orders that have been substantially eaten or consumed are not eligible unless a serious health or safety concern is documented and reported promptly.
• Promotional items and complimentary food — Items provided free of charge, as part of a promotion, or as a courtesy are non-refundable.
• Gift cards and digital credits — Once issued and redeemed, gift cards and store credits cannot be converted back to cash.
• Customized special orders — Items prepared to your specific custom instructions that deviate significantly from our standard menu, where the preparation itself was carried out correctly as instructed.
• Delivery fees — Third-party delivery fees charged by external delivery platforms are subject to those platforms' own refund policies and are not within our direct control.
• Service charges and gratuities — Any service charges already applied to completed dine-in orders.
• Orders cancelled after preparation has begun — Once your food is in active preparation, cancellation may not be possible, and charges may apply.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information
   Before contacting us, have the following ready: your order number or receipt, the date and time of your order, the item(s) in question, a description of the issue, and any supporting photos or evidence if applicable.
2. Step 2 — Contact Cabana Taco Directly
   Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: cabana-taco.rest
   Please use the subject line: "Refund Request – [Your Order Number]".
3. Step 3 — Describe Your Issue Clearly
   In your message, provide a clear and detailed description of the problem with your order. Include photographs where relevant (e.g., incorrect items, damaged food, quality issues). The more detail you provide, the faster we can process your request.
4. Step 4 — Await Our Response
   Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions to help us investigate the issue thoroughly and fairly.
5. Step 5 — Refund Decision
   Once we have reviewed all relevant information, we will notify you of our decision via email. If your refund is approved, we will initiate the refund to your original payment method or offer an alternative resolution, such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, actual posting times may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party financial processors.

7. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. This may apply when:

• Only a portion of your order was incorrect or unsatisfactory, while the remainder of the order was prepared and received correctly.
• The customer has partially consumed the order before identifying an issue — a partial refund proportional to the affected portion may be considered.
• A promotional discount was applied to the original order, in which case any refund will be calculated based on the actual amount paid rather than the original full price.
• A delivery fee was part of the order total — refunds for delivery charges are handled separately and subject to the platform's specific policies.
• The issue involves a minor quality concern that does not warrant a full refund but acknowledges the customer's inconvenience.

The decision to issue a partial refund is made at the sole discretion of Cabana Taco based on the specific facts of each case. We aim to be fair and reasonable in all refund determinations.

8. Exchange Policy

We understand that sometimes the best resolution is simply to make it right with a fresh order. Cabana Taco offers the following exchange options:

• Incorrect items: If you received items that differ from what you ordered, we will prepare and provide the correct item(s) at no additional charge, subject to availability.
• Quality issues (dine-in): If a food item does not meet acceptable quality standards and is reported immediately to our staff, we will replace the item promptly.
• Pickup/delivery errors: For takeout or delivery orders with errors, we may offer a replacement order for pickup or, where feasible, arrange delivery of the corrected items.

Exchanges are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy. We reserve the right to offer a store credit or refund in lieu of a direct exchange based on operational circumstances.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed. Please review our cancellation terms carefully:

9.1 Online and Phone Orders

• Within 5 minutes of placing your order: Full cancellation may be possible if food preparation has not yet begun. Contact us immediately at [email protected].
• After 5 minutes or once preparation has started: Cancellations may not be accepted. You may be charged for the full order amount.

9.2 Catering and Large Group Orders

• More than 72 hours before scheduled service: Full refund available.
• Between 24–72 hours before scheduled service: A cancellation fee of up to 50% of the total order value may be applied.
• Less than 24 hours before scheduled service: No refund will be issued, as ingredients and staffing will have been arranged specifically for your order.

9.3 How to Cancel

To request a cancellation, contact us immediately via email at [email protected] or through our website at cabana-taco.rest. Please include your order number and the reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly, efficiently, and in good faith. If you are not satisfied with our initial response to your refund or cancellation request, please follow these steps:

10.1 Internal Escalation

If you feel your concern has not been adequately addressed, you may request that your case be escalated to a senior member of our management team by clearly stating your escalation request in your follow-up email to [email protected]. Please reference your original case or ticket number.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe you have been billed incorrectly or that goods or services were not provided as agreed. We encourage you to contact us first, as we often can resolve issues faster than the formal chargeback process. However, we fully respect your right to pursue this option.

10.3 Consumer Protection Agencies

If a resolution cannot be reached through direct communication, you may also contact relevant consumer protection agencies, including:

• The Federal Trade Commission (FTC) at www.ftc.gov — for general consumer protection complaints.
• Your state Attorney General's office — for state-specific consumer rights and protections.
• The Better Business Bureau (BBB) at www.bbb.org — for mediation services.

10.4 Governing Law

This Refund Policy shall be governed by and interpreted in accordance with the laws of the United States and the applicable laws of the state in which Cabana Taco operates. Any disputes not resolved through the above processes may be subject to binding arbitration or the jurisdiction of the appropriate courts.

11. Our Commitment to You

At Cabana Taco, we take every complaint and refund request seriously. Our team is dedicated to reviewing each case individually and responding with empathy, professionalism, and transparency. We believe that handling issues honestly and promptly is essential to maintaining the trust of our valued customers.

We continuously review and update our quality control and order fulfillment processes to minimize errors and ensure that every customer receives the fresh, delicious food they expect from us.

12. Changes to This Refund Policy

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

13. Contact Information for Refund Requests

For all refund requests, cancellations, order concerns, or general inquiries related to this policy, please contact us using the information below: