Refund Policy

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican-inspired food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. This policy applies to all purchases made through our website (guzmanssgomez.com), our mobile application, in-store, and through any authorised third-party delivery platforms.

Please read this policy carefully before placing an order. By purchasing from Guzman y Gomez, you agree to the terms outlined in this Refund Policy. This policy is governed by and complies with Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), and any applicable state and territory consumer protection legislation.

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, customers are entitled to certain guarantees when purchasing goods and services. These guarantees cannot be excluded, restricted, or modified by any business. As a food and beverage business operating in Australia, Guzman y Gomez is obligated to ensure that:

• All food products are of acceptable quality and safe for consumption.
• Products match their description as displayed on our menu boards, website, and app.
• Services (including delivery) are provided with due care and skill.
• Products are fit for the purpose for which they are supplied.

Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law. If a product or service fails to meet a consumer guarantee, you are entitled to a remedy — which may include a refund, replacement, or repair depending on the severity of the issue.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received a product that does not match what you ordered (e.g., wrong burrito filling, incorrect bowl toppings, wrong drink).
• Missing Items: One or more items from your order were not included in your delivery or takeaway bag.
• Food Quality Issues: The food was spoiled, undercooked, contained foreign objects, or was otherwise not of acceptable quality at the time of receipt.
• Allergen Concerns: The product contained an allergen that was not disclosed on the menu or was prepared contrary to your clearly communicated dietary requirement, leading to a health concern. Please note that we take allergen management seriously, but customers with severe allergies are encouraged to speak directly with our staff prior to ordering.
• Failed Delivery: Your order was paid for through our platform but never arrived, and the non-delivery is confirmed by our team or a partnered delivery provider.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

Refund requests that do not fall within any of the above categories will be assessed on a case-by-case basis at the discretion of Guzman y Gomez management, taking into account the requirements of the Australian Consumer Law.

3. Timeframes for Refund Requests

To ensure a prompt and accurate resolution, we request that all refund claims be submitted within the following timeframes:

Requests submitted outside of these timeframes may still be considered at our discretion, particularly where the delay was caused by circumstances beyond the customer's control. However, late claims may be more difficult to verify and resolve.

4. Non-Refundable Items and Circumstances

The following situations are generally not eligible for a refund:

• Change of mind: If you simply change your mind about your order after it has been prepared or delivered, we are not obligated under Australian Consumer Law to provide a refund. However, we may offer goodwill remedies at our discretion.
• Customisation errors made by the customer: If you selected the wrong item, size, or customisation at the time of ordering and the order was prepared correctly as submitted, a refund will not generally be issued.
• Third-party delivery delays: If your food arrived late due to delays caused by an independent third-party delivery platform (e.g., Uber Eats, DoorDash, Menulog), your refund claim should be directed to that platform. We will assist in providing relevant documentation where possible.
• Consumed products: If a product has been substantially consumed before a complaint is lodged (unless a health or safety concern is identified), a refund may not be warranted.
• Promotional or discounted items: Items purchased under a specific promotional offer or at a discounted price may be subject to additional non-refund terms outlined at the time of the promotion.
• Gift cards and vouchers: Purchased gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash, unless required by Australian Consumer Law.

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

We aim to make the refund request process as straightforward as possible. Please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographic evidence where applicable (e.g., incorrect item, food quality concern, damaged packaging)
   • The payment method used
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: guzmanssgomez.com via the Contact Us form
   • In-store directly with the restaurant manager at the location where your order was placed
3. Step 3 — Submit Your Claim: Provide all relevant details including your order information, the nature of the issue, and any supporting evidence. The more detail you provide, the faster we can resolve your request.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 2 business days and provide you with a reference number for tracking purposes.
5. Step 5 — Assessment and Resolution: We will assess your claim and contact you with a proposed resolution within 5 business days of receiving your complete submission. In complex cases, this may take up to 10 business days.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed using the original payment method where possible. See Section 6 below for processing times.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you may vary depending on how you paid:

Please note that processing times listed above are estimates only and may vary depending on your financial institution. Guzman y Gomez is not responsible for delays caused by your bank or payment provider once the refund has been submitted from our end.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, and the remainder of the order was satisfactory.
• A food item was partially consumed before the quality issue was identified.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund may reflect the actual amount paid for the affected item.
• A delivery fee was paid and the food itself was correctly provided, but a minor service issue occurred unrelated to the food quality.

In all cases of partial refunds, we will communicate clearly with you regarding the amount being refunded and the reason for the partial, rather than full, refund.

8. Exchange Policy

Where a full refund is not deemed necessary or appropriate, Guzman y Gomez may offer an exchange as an alternative remedy. Our exchange policy includes the following:

• Incorrect Item Received: If you received the wrong item, we will prepare and provide the correct item at no additional cost, subject to availability at your local restaurant.
• In-Store Exchanges: Exchanges must be initiated at the restaurant where the original order was placed, with proof of purchase (receipt or order confirmation).
• Online Order Exchanges: For online or app-based orders, exchanges may be processed as a store credit or replacement at the next available opportunity.
• Time Sensitivity: Given the perishable nature of our food products, exchanges must be requested promptly — ideally within the same service window or within 2 hours of the original order.

We reserve the right to assess exchange requests on a case-by-case basis and to offer a refund in lieu of an exchange where a replacement is not practicable.

9. Cancellation Policy

Due to the nature of our freshly prepared food products, cancellations are subject to the following conditions:

• Before Preparation Begins: If you contact us or the relevant restaurant immediately after placing your order, and preparation has not yet commenced, we will endeavour to cancel the order and issue a full refund.
• After Preparation Has Commenced: Once food preparation has begun, we are generally unable to cancel the order or provide a refund for a change of mind. This is because ingredients are allocated and preparation is initiated promptly upon order receipt.
• App and Online Orders: Cancellations for orders placed through our app or website should be submitted as quickly as possible via the platform. If the order has already been sent to the kitchen, cancellation may not be possible.
• Scheduled or Pre-Orders: If you have placed a scheduled or advance order, cancellation may be possible up to 30 minutes before the scheduled preparation time. Please contact us promptly at [email protected] to request a cancellation.
• Catering or Group Orders: Cancellations for catering or large group orders must be requested at least 48 hours in advance of the scheduled order time. Cancellations made less than 48 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Guzman y Gomez is committed to working with you to reach a fair resolution. Please follow the steps below:

1. Internal Escalation: Contact our customer service team and request that your case be escalated to a senior manager or the Customer Experience team. Please quote your original refund request reference number. You can do this via email at [email protected].
2. Written Complaint: If you remain unsatisfied after internal escalation, you may submit a formal written complaint to us at the contact details listed in Section 11 of this policy. We will respond in writing within 10 business days.
3. External Dispute Resolution: If a satisfactory resolution cannot be reached through our internal process, you may contact an external body for assistance:
   • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
   • Your State or Territory Consumer Protection Agency: Such as NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading, or the relevant body in your state.
   • Your financial institution: If you believe you have been incorrectly charged, you may also raise a chargeback dispute with your bank or card provider.

11. Contact Information for Refund Requests

For all refund, exchange, cancellation, or dispute enquiries, please contact us using the details below:

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM AEST. We endeavour to respond to all enquiries within 2 business days.

12. Policy Updates

Guzman y Gomez reserves the right to update or amend this Refund Policy at any time. Any changes will be effective immediately upon publication on our website at guzmanssgomez.com. We encourage customers to review this policy periodically. Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

This policy was last reviewed and updated on August 3, 2026.