Refund Policy

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

At Cabana Taco, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and fair as possible. This Refund Policy outlines the conditions under which refunds, partial refunds, cancellations, and exchanges are granted, as well as the procedures you must follow to submit a request.

1. General Refund Philosophy

Cabana Taco takes food quality and customer satisfaction seriously. Because we deal in perishable food items prepared fresh to order, our refund policy is necessarily different from those of non-perishable retail businesses. We evaluate each refund request on a case-by-case basis, taking into account the nature of the complaint, the timing of the request, and the supporting documentation provided by the customer.

We reserve the right to approve, partially approve, or deny any refund request in accordance with the terms described below. Our decisions are guided by fairness, food safety standards, and applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• Incorrect Order: You received items that were significantly different from what you ordered (e.g., wrong protein, incorrect toppings, missing items).
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items you paid for were not included in your order.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your delivery order was not received and cannot be confirmed as delivered by our delivery partner or internal records.
• Allergic Reactions Due to Our Error: You experienced an adverse reaction because an allergen was present in your food despite a documented allergy notation submitted at the time of ordering.

3. Timeframes for Refund Requests

Timing is critical when requesting a refund for food orders. Due to the perishable nature of our products, we require that refund requests be submitted promptly. The following timeframes apply:

Requests submitted outside these timeframes may be reviewed at our sole discretion, but we cannot guarantee approval beyond the stated windows. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if an issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds under any conditions:

• Orders that have been fully consumed prior to the complaint being submitted
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor")
• Food items where the customer provided incorrect customization instructions at the time of ordering
• Promotional, discounted, or "limited-time offer" menu items, unless there is a verifiable quality or accuracy issue
• Orders affected by customer-caused delays in picking up food (e.g., food quality declined because pickup was delayed more than 30 minutes beyond the ready time)
• Catering deposits or event booking fees once services have been confirmed and preparation has begun
• Delivery fees charged by third-party delivery platforms (these must be addressed directly with the respective platform)
• Tips or gratuities added at checkout

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

To submit a refund request, please follow the steps outlined below. Providing complete and accurate information will help us resolve your request as quickly as possible.

1. Step 1 – Do Not Discard Your Order: If you have a food quality concern, retain the original packaging, receipt, and any uneaten portion of the food. Photographic or video evidence significantly supports your claim.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items ordered, and the method of payment used.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cabana.rest
4. Step 4 – Provide Required Details: In your message, include:
   • Your full name
   • Your order confirmation number
   • The date and time of the order
   • A clear description of the issue
   • Photos or videos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up for additional information if necessary.
6. Step 6 – Resolution: Once your request has been reviewed, we will notify you of the outcome via email and process any approved refund according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. Cabana Taco is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or had a quality issue (e.g., one out of three tacos was made with the wrong protein)
• An item was received but was missing a component (e.g., toppings or sauce were absent)
• The order was partially consumed before the issue was identified
• A catering order was partially prepared before cancellation was requested

Partial refund amounts will be calculated based on the individual item price listed on our menu at the time of purchase. Cabana Taco reserves the right to determine partial refund amounts at its discretion based on the nature and extent of the reported issue.

8. Exchange Policy

Where feasible — particularly for in-store and pickup orders — we may offer to replace an incorrect or unsatisfactory item rather than issuing a monetary refund. Exchanges are subject to the following conditions:

• The original item must be returned to the restaurant or, in the case of delivery, documented with photographic evidence.
• Exchange requests must be made within 1 hour of receiving your order for in-store or pickup orders.
• Replacement items are subject to availability at the time of the exchange request.
• Exchanges are only offered for the same or equivalent item. Upgrades or substitutions of higher value may require an additional payment.
• Cabana Taco reserves the right to offer store credit in lieu of a physical replacement if kitchen operations do not permit timely preparation of a replacement item.

9. Cancellation Policy

Because our food is prepared fresh to order, cancellations must be made promptly to avoid charges.

9.1 Standard Orders (Dine-In, Pickup, and Delivery)

• Cancellation within 5 minutes of placing the order: Full refund issued. No penalty.
• Cancellation between 5–15 minutes after placing the order: Refund may be issued at our discretion, depending on preparation status. A partial refund may apply if preparation has begun.
• Cancellation after 15 minutes: No refund will be issued if preparation is already underway or the order has been dispatched for delivery.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the scheduled event: Full refund of any deposits paid.
• Cancellation between 24–72 hours before the event: 50% refund of any deposits paid.
• Cancellation less than 24 hours before the event: No refund. Full payment may be required depending on the scope of preparation already completed.

To cancel an order, please contact us immediately at [email protected] or visit us in person if your order was placed at the restaurant.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Cabana Taco encourages you to follow the steps below to resolve the matter:

10.1 Internal Review

You may escalate your refund request by submitting a written escalation to [email protected] with the subject line "Refund Escalation – [Your Order Number]." Our management team will review the matter within 3–5 business days and provide a final determination.

10.2 Chargeback Rights

Customers retain the right to initiate a chargeback through their bank or credit card provider if they believe a charge was unauthorized or a valid refund was improperly denied. However, we ask that you first exhaust our internal resolution process before pursuing a chargeback, as chargebacks may extend the overall resolution timeline.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

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

10.4 Informal Mediation

Prior to initiating any formal legal proceedings, both parties agree to attempt in good faith to resolve the dispute through informal mediation. This mediation process shall be initiated by written notice sent to [email protected] describing the nature of the dispute and the resolution sought. Both parties will have 30 days from the date of that notice to reach a mutually acceptable resolution.

11. California Residents — Additional Rights

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) / California Privacy Rights Act (CPRA) and California consumer protection statutes. These rights include, but are not limited to, the right to know what personal data we collect in connection with your transactions and the right to request deletion of that data. For more information, please refer to our Privacy Policy at cabana.rest.

12. Policy Updates

Cabana Taco reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at cabana.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, order issues, cancellation requests, or general customer support, please reach out to us using the contact details below: