Refund Policy

Introduction

At Barburrito Canada, we strive to provide you with the best Mexican food experience possible. We understand that sometimes issues arise with orders, and we want to ensure that our refund process is clear and fair.

This Refund Policy outlines the conditions under which we offer refunds, the refund process, and what you can expect when requesting a refund. By placing an order with us, you agree to the terms of this policy.

This policy was last updated on May 15, 2024.

Eligibility for Refunds

We want you to be completely satisfied with your Barburrito experience. You may be eligible for a refund in the following situations:

• Food Quality Issues: If the food you received does not meet our quality standards (e.g., incorrect temperature, spoiled ingredients).
• Incorrect Order: If you received items that differ from what you ordered.
• Missing Items: If items are missing from your order.
• Late Delivery: If your delivery exceeds our estimated delivery time by a significant margin (typically more than 30 minutes past the estimated time).
• Undelivered Order: If your order was charged but never delivered.
• Double Charges: If you were charged twice for the same order.

Refund requests should be submitted within 24 hours of receiving your order or the scheduled delivery time for undelivered orders.

Refund Process

If you experience an issue with your order that qualifies for a refund, please follow these steps:

1. Contact Customer Service: Reach out to our customer service team through one of the following methods:
   • Call our customer service line at +440309291558
   • Email us at [email protected]
   • Use the "Report an Issue" feature in our mobile app or website (if applicable)
   • Visit the restaurant location where you placed your order (for in-store purchases)
2. Provide Order Details: Be prepared to provide:
   • Order number or receipt
   • Date and time of purchase
   • Description of the issue
   • Photos of the issue (if applicable and possible)
   • Your contact information
3. Refund Review: Our customer service team will review your request and may contact you for additional information if needed.
4. Refund Decision: We will notify you of our decision regarding your refund request, typically within 1-3 business days.

Refund Options

If your refund request is approved, we may offer one of the following options:

• Full Refund: A complete refund of your order to your original payment method.
• Partial Refund: A refund for specific items that were problematic, missing, or incorrect.
• Store Credit: A credit applied to your account for use on a future order.
• Replacement: A replacement of the affected items, which may be delivered or available for pickup at no additional cost.

The refund option offered will depend on the specific circumstances of your issue and may be influenced by factors such as the nature of the problem, delivery method, and order history.

Refund Processing Time

Once a refund has been approved, you can expect the following processing times:

• Credit/Debit Card Refunds: Typically processed within 3-5 business days, although it may take up to 10 business days for the refund to appear on your statement, depending on your bank or card issuer.
• Store Credit: Applied to your account immediately upon approval.
• Other Payment Methods: Processing times vary depending on the payment method used. Our customer service team will provide specific information for your situation.

Exceptions and Limitations

While we strive to make our refund process as accommodating as possible, there are some situations where refunds may be limited or unavailable:

• Personal Preference: We generally do not offer refunds for issues based solely on personal taste preferences when the food was prepared correctly according to the menu description.
• Customized Orders: For heavily customized orders, refunds may be limited if the customizations contributed to your dissatisfaction but were prepared as requested.
• Third-Party Delivery: For orders placed through third-party delivery services (e.g., Uber Eats, DoorDash), refund policies may differ, and you may need to contact the delivery service directly for certain issues.
• Repeated Claims: We reserve the right to limit refunds for customers with a history of excessive refund requests.
• Time Limitations: Refund requests submitted more than 24 hours after the order was received or scheduled for delivery may be declined, except in extraordinary circumstances.

Special Circumstances

Catering Orders

For catering orders, the following additional terms apply:

• Cancellations must be made at least 24 hours in advance for a full refund.
• Cancellations made less than 24 hours before the scheduled delivery or pickup time may be subject to a 50% cancellation fee.
• Quality or order accuracy issues must be reported within 2 hours of delivery or pickup.

Gift Cards

Gift cards and promotional credits are generally non-refundable and cannot be exchanged for cash, except where required by law.

Promotional Offers and Discounts

For orders placed using promotional offers or discounts:

• Refunds will reflect the actual amount paid after discounts were applied.
• One-time promotional codes that were applied to a refunded order may not be reissued or reused.

Our Commitment to Quality

At Barburrito, we are committed to providing high-quality food and service. We use your feedback, including refund requests, to improve our operations and ensure better experiences for all customers. We appreciate your understanding that refunds are processed on a case-by-case basis with the goal of addressing legitimate concerns while maintaining fairness to all of our customers.

If you have experienced an issue with your order, we genuinely want to make it right. Please don't hesitate to contact us so we can address your concerns promptly.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

Contact Information

If you have any questions about our Refund Policy or need to request a refund, please contact us through one of the following methods:

• Phone: +440309291558 (Customer Service Hours: 10:00 AM - 10:00 PM, 7 days a week)
• Email: [email protected]
• Mail: Barburrito Canada, 370 Robertson Loop, Josephfurt, KT24 6NU, Canada
• In Person: Visit any of our restaurant locations and speak with a manager

We aim to respond to all inquiries within 24 hours during business days.