Refund Policy

Introduction

At BarBurrito Canada, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines the conditions under which we issue refunds for orders placed through our website, mobile application, or in our restaurants. Please read this policy carefully to understand your rights and obligations when requesting a refund.

General Refund Conditions

We understand that sometimes issues arise with orders. BarBurrito Canada is committed to addressing these concerns promptly and fairly. We may issue refunds under the following circumstances:

• The food or product received was of unsatisfactory quality
• The order was incorrect or incomplete
• The order was excessively delayed (more than 60 minutes for delivery orders)
• The food safety was compromised
• A duplicate charge occurred
• A technical error resulted in an order not being processed correctly

All refund requests are evaluated on a case-by-case basis, and we reserve the right to make the final decision regarding the issuance of refunds.

Timeframe for Requesting Refunds

To be eligible for a refund, you must submit your request within the following timeframes:

• In-Restaurant Orders: Immediately upon receiving your order and discovering an issue
• Online/Mobile App Orders: Within 24 hours of receiving your order
• Catering Orders: Within 2 hours of delivery or pickup

Refund requests submitted after these timeframes may not be accepted unless there are exceptional circumstances that prevented you from making the request earlier.

How to Request a Refund

You can request a refund through the following channels:

For In-Restaurant Orders:

Please inform a restaurant manager or staff member immediately if there is an issue with your order. We strongly encourage addressing concerns while you are still in the restaurant, as this allows us to rectify the situation promptly.

For Online or Mobile App Orders:

1. Log into your account on our website or mobile app
2. Navigate to "Order History"
3. Select the order you wish to request a refund for
4. Click "Report an Issue" or "Request Refund"
5. Complete the refund request form, providing all relevant details about the issue

For All Orders (Alternative Method):

If you're unable to use the above methods, you can request a refund by:

• Emailing customer service at [email protected]
• Calling our customer service line at +449336357700
• Visiting any BarBurrito location and speaking with a manager

When requesting a refund, please be prepared to provide:

• Your name and contact information
• Order number or receipt
• Date and time of purchase
• Location where the order was placed or delivered
• Description of the issue
• Photos of the order (if applicable and available)

Processing Timeframes

We aim to process all refund requests as quickly as possible:

• Initial Response: Within 24 hours of receiving your refund request
• Evaluation Period: 1-3 business days to investigate and make a decision on your request
• Refund Processing: If approved, refunds will be issued to the original payment method

Refund Timing By Payment Method:

• Credit Cards: 3-5 business days to appear on your statement
• Debit Cards: 1-3 business days to appear in your account
• Digital Wallets (Apple Pay, Google Pay): 1-5 business days, depending on the provider
• Gift Cards: 1-2 business days to be credited back to the gift card
• BarBurrito Rewards Points: 1-2 business days to be credited back to your account

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account is influenced by your payment provider's policies and processing times.

Refund Methods

Refunds will typically be issued using the original payment method:

• Credit/debit card purchases will be refunded to the same card
• Digital wallet payments will be refunded to the same digital wallet
• Gift card purchases will be refunded to the gift card

In certain circumstances, we may offer alternative forms of compensation:

• Store credit for future purchases
• Replacement of the affected item
• BarBurrito reward points
• Complimentary items on a future visit

Partial Refunds

In some cases, we may issue partial refunds if only a portion of your order was affected. For example:

• If one item in a multi-item order was incorrect or unsatisfactory
• If delivery was delayed but the food quality was acceptable
• If there were minor errors that did not significantly impact your overall experience

The amount of a partial refund will be determined based on the value of the affected items and the nature of the issue.

Special Circumstances

Catering Orders

Catering orders are subject to the following additional terms:

• Cancellations made 24+ hours before the scheduled delivery/pickup time are eligible for a full refund
• Cancellations made 12-24 hours before the scheduled delivery/pickup time are eligible for a 50% refund
• Cancellations made less than 12 hours before the scheduled delivery/pickup time are not eligible for a refund
• Issues with catering orders must be reported within 2 hours of delivery or pickup

Promotional Items and Discounts

For orders that include promotional items, discounts, or special offers:

• Refunds will be calculated based on the actual amount paid after discounts
• Free or promotional items are generally not eligible for cash refunds
• If a refunded item causes the order to no longer qualify for a previously applied discount, the refund amount may be adjusted accordingly

Third-Party Delivery Orders

If you placed your order through a third-party delivery service (e.g., Uber Eats, DoorDash, Skip the Dishes):

• Refund requests must be submitted through the third-party platform
• Refund policies of the third-party delivery service will apply
• BarBurrito will cooperate with the third-party service to resolve legitimate issues

Exceptions and Non-Refundable Items

Certain situations and items are generally not eligible for refunds:

• Personal taste preferences (e.g., food was too spicy despite being labeled as spicy)
• Issues reported outside of the specified timeframes
• Consumable products that have been largely consumed
• Orders where no reasonable evidence of the issue can be provided
• Special dietary requests that were not properly communicated at the time of ordering

Customer Satisfaction Guarantee

Despite the policies outlined above, BarBurrito Canada is committed to customer satisfaction. If you have a unique situation not covered by this policy, please contact our customer service team, and we will make every reasonable effort to address your concerns.

We value your feedback as it helps us improve our products and services. Even in cases where a refund may not be issued, we appreciate you taking the time to let us know about your experience.

Changes to This Policy

BarBurrito Canada reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

Contact Information

If you have any questions or concerns about this Refund Policy, please contact us at: