Refund Policy

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

1. Introduction

At Taco Time, we take pride in delivering fresh, high-quality food to our customers. We understand that occasionally things do not go as expected — whether it's a wrong item, a quality concern, or a billing issue. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at tacotime.click or any affiliated ordering platforms we operate.

Please read this policy carefully before placing an order. By completing a purchase through our website or platform, you acknowledge that you have read, understood, and agree to be bound by the terms described herein. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Our Commitment to Customer Satisfaction

Taco Time is dedicated to providing every customer with a satisfying dining experience. Food quality, accuracy of orders, and timely delivery are our top priorities. We recognize that food-related purchases carry unique considerations, particularly because food items are perishable and consumed. Our refund policy is designed to balance fair treatment for customers while reflecting the inherent nature of food service operations.

If you experience any issue with your order, we encourage you to reach out to our support team immediately so we can make it right.

3. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item or items that do not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions or Undisclosed Ingredients: If a food item contained an ingredient not listed or disclosed that caused an adverse reaction, subject to verification.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Delivered: You placed an order for delivery, paid in full, and the order was never delivered and was confirmed lost or undelivered by our system.
• Failed Transaction with Charge: A technical failure occurred that prevented order fulfillment, but your account was still charged.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting evidence, such as photographs or order confirmation details, before approving a refund.

4. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes specified below:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is found.

5. Non-Refundable Items and Situations

Certain items, orders, and circumstances are not eligible for refunds, including but not limited to:

• Orders that have been fully consumed or substantially consumed before a complaint is made.
• Dissatisfaction based purely on personal taste preferences when the item was prepared correctly and as described.
• Orders where the customer provided incorrect delivery information (wrong address, wrong apartment number, etc.).
• Promotions, discounts, or coupon values — these are non-refundable in monetary form.
• Delivery fees, service fees, and platform convenience fees, unless the entire order qualifies for a full refund due to our error.
• Requests made beyond the timeframes stated in Section 4.
• Items ordered incorrectly by the customer (e.g., wrong size, wrong quantity selected by the customer).
• Gift cards and promotional credits once redeemed.
• Catering or bulk orders canceled after preparation has commenced.

6. How to Request a Refund — Step-by-Step Guide

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and a description of the issue.
2. Step 2 — Document the Issue: If the issue involves food quality, incorrect items, or missing items, take clear photographs of the items received as evidence. This helps us process your request faster.
3. Step 3 — Contact Our Support Team: Reach out to us through one of the following channels within the applicable timeframe:
   • Email: [email protected]
   • Website: tacotime.click
4. Step 4 — Provide Required Details: In your refund request, include the following:
   • Full name
   • Contact email address used during checkout
   • Order number
   • Date and time of the order
   • Description of the problem
   • Any photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our team will review your request and respond within 2 business days. We may request additional information or clarification during the review process.
6. Step 6 — Resolution Confirmation: Once a decision has been made, you will be notified via email of the outcome and the next steps for processing your refund, replacement, or credit.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the payment method used at checkout:

8. Partial Refunds

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

• Only some items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued only for the affected items.
• A food item had a minor quality issue but was still partially consumed, indicating it was at least partially acceptable.
• A delivery was late but eventually arrived, and the customer still accepted the order — a partial refund may be offered as a goodwill gesture at our discretion.
• A promotional discount was applied to the order — refunds will be calculated based on the amount actually paid, not the original listed price.
• Delivery fees may not be refunded if the food items themselves were delivered correctly and the issue pertains solely to an individual item.

The exact amount of a partial refund will be determined by our support team based on the nature and extent of the issue reported.

9. Exchange and Replacement Policy

In many cases, we may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. Replacement options are subject to the following conditions:

• Replacements are available for dine-in, carry-out, and delivery orders, subject to our operational hours and geographic delivery range.
• Replacement requests must be made within the timeframes outlined in Section 4.
• We will re-prepare and re-send or make available a corrected version of the item at no additional charge.
• If a replacement is not feasible due to store closures, item unavailability, or distance constraints, a monetary refund or store credit will be offered instead.
• We do not offer item exchanges for reasons of personal preference if the item was prepared correctly and as described on the menu.

If you would prefer a replacement over a refund, please specify this preference when submitting your request in Step 4 above.

10. Cancellation Policy

Orders placed through tacotime.click enter our preparation process quickly. As such, our cancellation window is limited:

10.1 Standard Orders (Delivery and Pickup)

• You may cancel your order within 5 minutes of placing it for a full refund, provided preparation has not yet begun.
• If preparation has already started when you request a cancellation, we may not be able to offer a full refund. A partial refund or store credit may be offered at our discretion.
• Once an order has been picked up by a delivery driver or is ready for customer pickup, cancellations will not be accepted.

10.2 Catering and Large Group Orders

• Catering orders require a minimum notice of 48 hours prior to the scheduled fulfillment time for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled fulfillment time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled fulfillment time are non-refundable, as ingredients and preparation costs have already been committed.

10.3 Scheduled Future Orders

If you have placed a scheduled order for a future date and time, cancellations made at least 2 hours before the scheduled time will be fully refunded. Cancellations made within 2 hours of the scheduled time are subject to standard cancellation terms above.

11. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, we encourage you to pursue the following resolution steps:

11.1 Internal Escalation

Request that your case be escalated to a senior member of our customer support team. Escalated cases will be reviewed within 3 business days, and a final determination will be communicated to you in writing via email.

11.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card issuer or bank if you believe you have been incorrectly charged. However, we request that you contact us first at [email protected] to attempt resolution directly, as chargebacks can delay the process. We will cooperate fully with any investigation initiated by your financial institution.

11.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs

11.4 Informal Mediation

For disputes that cannot be resolved through direct communication, both parties agree to first attempt resolution through informal mediation before pursuing formal legal action. Mediation requests should be submitted in writing to our contact email address.

12. Store Credit Option

In lieu of a monetary refund, customers may opt to receive store credit equivalent to the refund amount. Store credits at Taco Time:

• Are applied directly to your customer account and may be used on future orders at tacotime.click.
• Do not expire for a period of 12 months from the date of issuance.
• Are non-transferable and cannot be exchanged for cash.
• May be used in combination with other payment methods for future orders.
• Will not be applied retroactively to already-processed orders.

13. Special Circumstances and Goodwill Adjustments

Taco Time reserves the right to offer goodwill refunds, credits, or adjustments outside the standard terms of this policy in exceptional circumstances. Such decisions are made entirely at our discretion and do not constitute a waiver of any terms of this policy or create any obligation for similar treatment in future situations.

We may also run promotional satisfaction guarantees or limited-time refund offers that supersede portions of this standard policy. Any such promotions will be clearly communicated at the time of order and will be subject to their own terms and conditions.

14. Changes to This Refund Policy

Taco Time reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at tacotime.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

15. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns related to your order, please contact our customer support team using the information below: