Refund Policy

Effective Date: May 16, 2026 | Last Updated: May 16, 2026

1. Overview

This Refund Policy applies to all orders placed through our website (tacotime.rest), mobile applications, third-party delivery platforms, or directly at our location. By placing an order with Taco Time, you agree to the terms outlined in this policy. We encourage you to review your order carefully before completing your purchase.

As a food service business operating in the United States, our refund practices are governed by applicable federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. We aim to handle all refund requests fairly, transparently, and promptly.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Taco Time experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Significant Delay: Your order experienced an unreasonable delay that was not communicated to you in advance, and you no longer wish to receive it.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system error.
• Failed Delivery: Your delivery order was never delivered and could not be located.
• Allergen Concerns: Your order contained an ingredient you specifically requested to be excluded, resulting in an allergen-related issue.

3. Timeframes for Refund Requests

To ensure a smooth and efficient resolution, refund requests must be submitted within the following timeframes:

Requests submitted after the applicable timeframe may not be eligible for a refund. However, we encourage you to contact us regardless, as we will do our best to assist you.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order has been prepared or delivered.
• Customization Errors by the Customer: If you made a mistake when customizing your order (e.g., selected the wrong size or toppings), we are not obligated to issue a refund, though we may offer a goodwill gesture at our discretion.
• Partially Consumed Food: Items that have been substantially consumed are not eligible for a full refund unless there is a documented quality or safety issue.
• Promotional or Discounted Items: Items purchased using promotional offers, coupons, or discounts may have limited refund eligibility as specified in the relevant promotion terms.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not controlled by Taco Time.
• Gift Cards and Store Credits: Purchased gift cards and redeemed store credits are non-refundable.

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

Submitting a refund request is simple. 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 description of the issue
   • Photographs of the food or packaging (if applicable)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: tacotime.rest
3. Submit Your Request: Provide all relevant details, including your order number, the nature of the issue, and any supporting photos or documentation.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions.
5. Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the refund, replacement, or store credit as applicable.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or payment provider may require additional time to reflect the credit in your account. Taco Time is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only one or a few items from a larger order were incorrect or unsatisfactory.
• The food was partially consumed before a quality issue was identified.
• A promotional discount was applied to the order, and only the non-discounted portion is refundable.
• The delivery was significantly delayed but the order was still accepted by the customer.
• A substitution was made to your order without prior notice, and you accepted part of the substitution.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of your case. We will always communicate the proposed partial refund amount to you before processing it.

8. Exchange Policy

In many cases, we prefer to offer a replacement rather than a monetary refund, as this allows us to correct the issue quickly. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver the correct item at no additional cost, subject to availability and operational hours.
• Missing Items: Missing items will be replaced with the next available delivery or offered as a store credit for a future order.
• Quality Issues: If your food did not meet our quality standards, we will offer to replace the item or provide store credit of equal value.
• Replacement Limitations: Replacements are only available for orders placed directly through tacotime.rest or at our physical location. Orders placed through third-party platforms are subject to those platforms' exchange policies.

If you prefer a monetary refund instead of a replacement, please indicate this when submitting your request, and we will evaluate your eligibility based on the criteria outlined in this policy.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Online Orders

• You may cancel your online order within 5 minutes of placing it, provided that food preparation has not yet begun.
• Once food preparation has started, cancellations are generally not accepted, and refunds will not be issued.
• To cancel, please contact us immediately at [email protected] or call us using the contact information on our website.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if notice is provided at least 48 hours before the scheduled pickup or delivery time.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours in advance are not eligible for a refund, as ingredients and labor will have been committed.

9.3 Third-Party Platform Orders

If you placed your order through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), you must cancel through that platform directly. Taco Time cannot issue refunds for orders placed through third-party services. Please contact the relevant platform's customer support for assistance.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our escalation process:

Step 1: Internal Review

Contact our customer support team at [email protected] and request a review of your case by a senior team member. Please provide any additional documentation that may support your claim.

Step 2: Written Complaint

If your issue remains unresolved after internal review, you may submit a formal written complaint to our management team. Written complaints should be sent by email to [email protected] with the subject line "Formal Refund Dispute." We will respond within 5 business days.

Step 3: External Resources

If you feel your concern has not been adequately addressed, you may seek assistance from the following external resources:

• Federal Trade Commission (FTC): File a complaint at www.ftc.gov for consumer protection issues.
• Better Business Bureau (BBB): Submit a complaint at www.bbb.org.
• State Attorney General's Office: Contact your state's consumer protection division for assistance with unresolved disputes.
• Credit Card Chargeback: If you believe you were improperly charged, you may contact your bank or credit card issuer to initiate a chargeback process. We ask that you first attempt to resolve the issue directly with us before pursuing this option.

11. Consumer Rights Under Applicable Law

As a consumer in the United States, you are protected by federal and state consumer protection laws. The FTC Act prohibits unfair or deceptive acts and practices in commerce, and we are fully committed to complying with these standards. Depending on your state of residence, additional consumer protection rights may apply.

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes. We encourage you to review your state's specific consumer protection laws for further information.

Nothing in this Refund Policy limits your statutory rights as a consumer under applicable law.

12. Policy Updates

Taco Time reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at tacotime.rest with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

This Refund Policy was last updated on May 16, 2026. Taco Time is committed to providing fair, transparent, and responsive customer service. Thank you for choosing us.