Refund Policy

Last Updated: May 20, 2026

1. Introduction

At Taco Time, we are committed to delivering high-quality food and exceptional customer satisfaction. We understand that issues can occasionally arise with orders, and we want to make the resolution process as straightforward and transparent as possible. This Refund Policy describes the circumstances under which refunds, exchanges, and cancellations are available, the procedures for requesting them, and the timelines customers can expect.

This policy applies to all orders placed directly through our website tacotime-food.rest, by phone, or any official Taco Time ordering channel. If you placed your order through a third-party delivery platform, their respective refund policies may also apply.

For any questions or concerns about this policy, please contact us at [email protected].

2. Eligibility Conditions for Refunds

Taco Time will consider refund requests under the following eligible conditions:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, unsafe to consume, or significantly different in quality from what is reasonably expected.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergy or dietary restriction at the time of ordering and we failed to accommodate it, resulting in an incorrect item being delivered.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: Your order was confirmed and payment was collected, but the order was never delivered within a reasonable timeframe with no valid explanation.
• Significant Delays: Your order was delayed by more than 60 minutes beyond the estimated delivery time, and you no longer wish to receive it.

Refund eligibility is assessed on a case-by-case basis. Taco Time reserves the right to request photographic or written evidence to support a refund claim.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and processed, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Changes of mind after the order has been prepared or is out for delivery.
• Customization requests (e.g., extra spice, no onions) that were fulfilled as requested but the customer later decides they do not like.
• Promotional or complimentary items received at no charge.
• Delivery fees, where the delivery service was successfully completed as expected.
• Service charges or tips already processed.
• Orders where the customer provided an incorrect delivery address.
• Orders where the customer was unavailable at the time of delivery after multiple contact attempts.
• Minor variations in portion size or presentation that do not affect the quality or safety of the food.

5. How to Request a Refund

Follow these steps to submit a refund request with Taco Time:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation code
   • The date and time the order was placed
   • A clear description of the issue
   • Photos or videos of the incorrect, missing, or unsatisfactory item(s), if applicable
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: tacotime-food.rest (use the contact or support form)
3. Step 3 — Submit Your Claim: Clearly explain the nature of your issue in your message. Attach any supporting photos or documents. Include your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Await Confirmation: Our team will send you an acknowledgment of your request within 1 business day.
5. Step 5 — Review and Resolution: We will review your claim and may follow up with additional questions. A final decision will be communicated to you within 3–5 business days.
6. Step 6 — Receive Your Refund: If approved, your refund will be processed according to the payment method timelines outlined below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will depend on the payment method used at the time of purchase:

Please note that while Taco Time processes refunds promptly upon approval, the time it takes for the funds to appear in your account may vary depending on your financial institution or payment provider. Taco Time is not responsible for additional delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only one or a few items in the order were missing, incorrect, or unsatisfactory, and the rest of the order was received in acceptable condition.
• The customer consumed a portion of the order before identifying an issue.
• The food quality issue affected only part of the order (e.g., one item in a multi-item order).
• A delivery was significantly late, but the customer still accepted and consumed the food.
• Promotional discounts or coupons were applied to the original order; refunds will reflect the actual amount paid for the affected item(s).

The value of a partial refund will be calculated based on the menu price of the affected item(s) at the time of the order, minus any applicable discounts already applied.

8. Exchange Policy

In many cases, especially for food quality or incorrect order issues, Taco Time may offer a replacement or exchange as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The exchange request must be submitted within the same timeframe as a standard refund request (see Section 3).
• The replacement item will be of equal or equivalent value to the original item ordered.
• Exchanges are subject to menu availability. If the originally ordered item is no longer available, a comparable substitute or store credit will be offered.
• Delivery fees for redelivery of an exchanged item will be waived when the error was caused by Taco Time.
• Customers may choose between a monetary refund or an exchange; however, Taco Time reserves the right to offer store credit as an alternative in certain circumstances.

9. Cancellation Policy

Due to the perishable and time-sensitive nature of food preparation, our cancellation policy is as follows:

9.1 Cancellations Before Order Preparation

You may cancel your order free of charge if it has not yet entered the preparation stage. Generally, this window is within 5 minutes of placing your order. To cancel promptly, contact us immediately by phone or through our website.

9.2 Cancellations During or After Preparation

Once your order has entered the preparation stage, we are unable to cancel it or issue a full refund, as ingredients have already been used and labor has been committed. In exceptional circumstances (such as a verified emergency), Taco Time may, at its sole discretion, offer a store credit or partial refund.

9.3 Cancellations for Pre-Orders and Catering Orders

• More than 48 hours before scheduled delivery/pickup: Full refund issued.
• 24–48 hours before scheduled delivery/pickup: 50% refund issued; the remaining 50% may be issued as store credit.
• Less than 24 hours before scheduled delivery/pickup: No refund will be issued due to advance ingredient procurement and preparation commitments.

9.4 Cancellations by Taco Time

If Taco Time must cancel your order for any reason (including but not limited to unexpected closure, unavailability of ingredients, or technical issues), you will receive a full refund within the timeframes specified in Section 6, and you will be notified promptly via the contact information provided at the time of ordering.

10. Store Credit

In some instances, Taco Time may offer store credit as an alternative resolution. Store credit:

• Is applied to your Taco Time account or issued as a unique promotional code.
• Is valid for 90 days from the date of issuance.
• Cannot be converted into cash.
• Cannot be transferred to another account.
• May be used toward any future eligible purchase at tacotime-food.rest.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Taco Time is committed to fair and transparent resolution of all customer disputes.

11.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include your original case reference number and a detailed explanation of your concerns. A senior member of our team will review your case within 5 business days.

11.2 Chargeback and Payment Disputes

You have the right to initiate a chargeback through your credit card issuer or payment provider if you believe you were wrongfully charged. However, we strongly encourage customers to contact us directly first, as we can typically resolve issues more quickly than the formal chargeback process. Filing a chargeback without first attempting resolution through Taco Time may affect your ability to use our services in the future.

11.3 Consumer Protection Resources

As a business operating in the United States, Taco Time complies with all applicable federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act — which prohibits unfair or deceptive practices in commerce.
• State-specific consumer protection statutes — which may provide additional rights depending on your state of residence.

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office.

11.4 Informal Dispute Resolution

Before pursuing any formal legal action, both parties agree to attempt to resolve the dispute informally by contacting Taco Time at [email protected]. We will make good-faith efforts to resolve the matter within 30 days of receiving written notice of the dispute.

12. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that:

• The refund and cancellation policy of that platform will apply to orders placed through it.
• Taco Time has limited ability to process refunds directly for orders placed through third-party platforms.
• You should contact the respective platform's customer support for refund assistance on such orders.
• However, if the issue was caused by Taco Time (e.g., incorrect preparation), we encourage you to contact us as well so we can address the quality concern internally.

13. Amendments to This Policy

Taco Time reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at tacotime-food.rest with a revised "Last Updated" date. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below: