Refund Policy

1. Our Commitment to Customer Satisfaction

At Barburrito, we are committed to providing high-quality food and excellent service. We understand that sometimes issues may arise with your order, and we want to make things right. This Refund Policy outlines the circumstances under which you may be eligible for a refund and how to request one.

2. Refund Eligibility

We strive to ensure that every order meets our quality standards. You may be eligible for a refund under the following circumstances:

2.1 Order Quality Issues

• Food quality does not meet our standards (e.g., improper preparation, spoiled ingredients)
• Missing items from your order
• Incorrect items delivered (different from what was ordered)
• Food safety concerns

2.2 Delivery Issues

• Excessive delivery delays (more than 60 minutes beyond the estimated delivery time)
• Order never delivered
• Order damaged during delivery

2.3 Technical Issues

• Multiple charges for the same order
• System error resulting in incorrect pricing
• Website or app malfunction that affects your order

3. Refund Process

3.1 How to Request a Refund

If you experience any issues with your order that qualify for a refund, please follow these steps:

1. Contact Us Promptly: Notify us of the issue as soon as possible, preferably within 24 hours of receiving your order.
2. Provide Order Details: Include your order number, date and time of purchase, and the specific items with issues.
3. Describe the Issue: Clearly explain what went wrong with your order.
4. Include Photos (if applicable): For quality or incorrect item issues, photos can help us assess the situation more effectively.

You can submit your refund request through any of the following channels:

• Email: [email protected]
• Phone: +448876272761 (Customer Service Hours: 10am - 9pm, 7 days a week)
• In-App: Use the "Report an Issue" feature in our mobile app
• Contact Form: Fill out the contact form on our website

3.2 Refund Review Process

Once we receive your refund request, we will:

1. Acknowledge receipt of your request within 24 hours
2. Review the details of your order and the reported issue
3. May contact you for additional information if needed
4. Make a determination regarding your refund request
5. Notify you of our decision and next steps

4. Types of Refunds

Depending on the nature and severity of the issue, we may offer one of the following types of refunds:

4.1 Full Refund

A complete refund of the order total, including taxes and delivery fees (if applicable), may be provided in cases of:

• Order never delivered
• Severe food quality or safety issues affecting the entire order
• Multiple significant errors in the order

4.2 Partial Refund

A refund for specific items that had issues, while charges for satisfactory items remain, may be provided in cases of:

• Specific items missing from the order
• Quality issues with particular items
• Incorrect items that represent only part of the order

4.3 Delivery Fee Refund

A refund of just the delivery fee may be provided in cases of:

• Excessive delivery delays
• Delivery to wrong address (if not customer error)

4.4 Store Credit

In some cases, we may offer store credit or a promotional code for a future purchase instead of a monetary refund. This is often provided:

• For minor issues that did not significantly impact the order
• As a goodwill gesture in addition to a partial refund
• When a refund cannot be processed to the original payment method

5. Refund Processing Times

5.1 Decision Timeframe

We aim to make a decision on your refund request within 2-3 business days from the date we receive all necessary information.

5.2 Refund Processing

Once a refund is approved, the processing time depends on your original payment method:

• Credit/Debit Cards: 3-5 business days for the refund to appear on your statement
• Digital Wallets (Apple Pay, Google Pay): 1-3 business days
• Gift Cards: 1-2 business days to be credited back to the gift card
• Store Credit: Immediately available in your account

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account is largely determined by your payment provider or bank.

6. Exceptions and Limitations

6.1 Time Limitations

Refund requests should generally be submitted within 24 hours of receiving your order. Requests submitted after this timeframe may be reviewed on a case-by-case basis but are not guaranteed.

6.2 Non-Refundable Scenarios

The following situations are generally not eligible for refunds:

• Personal taste preferences when the food was prepared correctly
• Delivery delays due to extreme weather conditions or other force majeure events
• Incorrect orders due to customer error in the ordering process
• Issues reported more than 48 hours after order delivery
• Promotional items or free menu items

6.3 Special Promotions and Discounts

Orders placed using promotional codes, discounts, or special offers may be subject to additional refund restrictions as specified in the terms of that promotion.

6.4 Repeat Refund Requests

We monitor refund patterns and reserve the right to investigate accounts with unusually high refund request frequencies. In cases of suspected abuse, we may limit or deny future refund requests.

7. Canceled Orders

7.1 Customer-Initiated Cancellations

You may cancel your order and receive a full refund under the following conditions:

• The order is canceled before it enters the preparation stage (usually within 5 minutes of placing the order)
• For scheduled future orders, cancellation at least 2 hours before the scheduled preparation time

7.2 Restaurant-Initiated Cancellations

If we need to cancel your order due to restaurant closure, system issues, or inability to fulfill the order for any reason, you will automatically receive a full refund to your original payment method.

8. Gift Cards and Promotional Credit

8.1 Gift Card Purchases

Gift card purchases are generally non-refundable once the gift card code has been delivered to the recipient. However, if the gift card is not delivered or has technical issues, please contact our customer service team.

8.2 Promotional Credit

Promotional credits, reward points, and complimentary items have no cash value and cannot be refunded or exchanged for monetary value.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a revised "Last Updated" date. We encourage you to review this policy whenever you place an order with us.

10. Contact Information

If you have any questions about our Refund Policy or need assistance with a specific refund request, please contact our Customer Service team: