Refund Policy

1. Overview

At Bubbakoo's Burritos, customer satisfaction is our top priority. We are committed to providing high-quality, fresh Mexican food and exceptional service. If you are not completely satisfied with your order, we will work with you to make it right. This Refund Policy outlines the terms and conditions under which refunds may be issued for purchases made at our locations or through our online ordering system.

We strive to ensure that every meal meets our high standards and your expectations. When issues arise, we are dedicated to resolving them promptly and fairly in accordance with the terms set forth in this policy.

2. Refund Eligibility

To be eligible for a refund, the following conditions must be met:

• Timeframe: Refund requests must be made within 24 hours of purchase for in-store orders, or within 2 hours of delivery for online/delivery orders.
• Proof of Purchase: You must provide a valid receipt, order confirmation number, or other proof of purchase when requesting a refund.
• Valid Reason: Refunds will be considered for the following reasons:
  • Incorrect order received
  • Food quality issues (cold food, improper preparation, etc.)
  • Missing items from your order
  • Food safety concerns
  • Unsatisfactory service experience
• Food Condition: For food quality complaints, a reasonable portion of the item should remain to allow for inspection if necessary.
• Order Accuracy: Any refund claims regarding incorrect orders must be reported before the food is substantially consumed.

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Consumed Food: Orders that have been completely or substantially consumed cannot be refunded unless there was a clear quality or safety issue.
• Personal Preference: Refunds will not be issued solely based on personal taste preferences or dietary regrets.
• Gift Cards: Gift card purchases are final and non-refundable, though gift card balances do not expire.
• Promotional Items: Free or promotional items received as part of special offers are not eligible for refunds.
• Late Requests: Refund requests made outside of the specified timeframe will not be honored except in extraordinary circumstances.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery services (DoorDash, Uber Eats, etc.) are subject to those platforms' refund policies.
• Special Events: Catering orders for special events may have different refund terms as specified in the catering agreement.

4. Refund Process

To request a refund, please follow these steps:

1. Contact Us Immediately: Reach out to our customer service team as soon as possible using one of the methods listed in the Contact Information section below.
2. Provide Details: When contacting us, please provide:
   • Your order receipt or confirmation number
   • Date and time of purchase
   • Location where order was placed/picked up
   • Detailed description of the issue
   • Photos if applicable (for quality issues)
3. Review Process: Our customer service team will review your request within 24 hours and may ask for additional information or clarification.
4. Resolution Decision: We will inform you of our decision and, if approved, the method and timeline for your refund.
5. Return Requirements: In some cases, we may request that you return the item(s) to the original purchase location for inspection.

5. Refund Methods and Processing Time

Refund Methods:

• Original Payment Method: Refunds will be processed to the original form of payment whenever possible.
• Cash Payments: Cash refunds will be provided immediately at the store location.
• Credit/Debit Cards: Card refunds typically take 3-5 business days to appear on your statement.
• Mobile Payments: Refunds to mobile payment apps (Apple Pay, Google Pay, etc.) typically process within 1-3 business days.
• Store Credit: In certain circumstances, we may offer store credit as an alternative to monetary refunds.

Processing Timeframe:

• In-store cash refunds: Immediate
• Credit/debit card refunds: 3-5 business days
• Online order refunds: 5-7 business days
• Complex cases requiring investigation: Up to 14 business days

6. Exchanges Policy

In addition to refunds, we offer exchanges in the following situations:

• Incorrect Orders: If you received the wrong item, we will provide the correct item at no additional charge.
• Quality Issues: Items with quality problems can be exchanged for a fresh replacement.
• Customer Preference: In some cases, we may offer to exchange an item for something else of equal or lesser value, though this is at our discretion.
• Same-Day Exchanges: Exchanges must generally be requested and completed on the same day as the original purchase.

Exchanges are often preferred over refunds as they allow us to ensure you receive a satisfactory meal while maintaining efficient service for all customers.

7. Damaged or Defective Items

Special provisions apply to damaged or defective food items:

• Food Safety Issues: Any concerns about food safety or contamination will be addressed immediately with a full refund and investigation.
• Temperature Issues: Cold food that should be hot, or food served at unsafe temperatures, qualifies for immediate refund or replacement.
• Packaging Problems: Items damaged due to packaging failures during delivery will be refunded in full.
• Delivery Damage: Food damaged during the delivery process will be replaced or refunded, and delivery fees may be refunded.
• Allergen Contamination: If you receive food containing allergens not listed or requested to be excluded, we will provide a full refund and take steps to prevent future occurrences.

In cases of damaged or defective items, we may investigate the cause to prevent similar issues in the future.

8. Contact Information for Refund Requests

To request a refund or report an issue with your order, please contact us using one of the following methods:

Important: When contacting us about a refund, please have your receipt or order confirmation number ready. This helps us locate your order quickly and resolve your issue efficiently.

For urgent food safety concerns, please contact us immediately by phone. For general refund requests, any of the above methods will ensure your request is processed promptly.

Manager Authorization: Refunds over $50 may require manager approval and additional processing time. We appreciate your patience as we ensure all refund requests are handled fairly and accurately.