Refund Policy

Effective Date: March 18, 2026 | Last Updated: March 18, 2026

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican food and an exceptional customer experience. We understand that occasionally things may not go as expected, and we want to ensure that any concerns you have are handled fairly, efficiently, and in accordance with Australian consumer law.

This Refund Policy has been prepared in compliance with the Australian Consumer Law (ACL), which is Schedule 2 of the Competition and Consumer Act 2010 (Cth), as well as applicable state and territory consumer protection legislation. Your rights under the ACL cannot be excluded, restricted, or modified by this policy.

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to certain consumer guarantees when you purchase goods or services. These guarantees include the right to receive food and products that are:

• Of acceptable quality and fit for the purpose for which they are supplied;
• Matching the description provided on our menu or website;
• Safe for consumption and free from defects;
• Supplied in accordance with any express warranties or representations made by our staff.

If a product or service fails to meet one or more of these consumer guarantees, you may be entitled to a remedy, which may include a refund, replacement, or repair (where applicable). Nothing in this Refund Policy limits or excludes your rights under the ACL.

2. Eligibility Conditions for Refunds

You may be eligible for a refund or replacement in the following circumstances:

• Incorrect Order: You received a food item or order that does not match what you ordered (e.g., wrong burrito filling, incorrect meal size, or missing items from your order).
• Food Quality Issue: The food item you received was of unacceptable quality — for example, it was undercooked, contained foreign objects, was spoiled, or did not meet reasonable quality expectations.
• Allergen or Dietary Concern: You informed us of a specific dietary requirement or allergy at the time of ordering, and the food provided did not comply with those stated requirements.
• Missing Items: You did not receive all items included in your order as confirmed on your receipt or order confirmation.
• Delivery Issues: For online or app-based orders, your order was not delivered, was delivered significantly late, or arrived in an unacceptable condition that rendered it unsuitable for consumption.
• Overcharging: You were charged an incorrect amount that does not match the advertised price or your agreed order total.

We reserve the right to assess each refund request on a case-by-case basis. Refunds will not be granted for matters arising from personal preference where the food item was correctly prepared as ordered and met acceptable quality standards.

3. Timeframes for Refund Requests

To ensure we can adequately investigate and resolve your concern, we ask that refund requests are submitted within the following timeframes:

While we strongly encourage requests to be made within these timeframes, we acknowledge that your statutory rights under the ACL may extend beyond these periods. If you have a valid ACL claim outside these timeframes, please contact us to discuss your situation.

4. Non-Refundable Items and Circumstances

The following circumstances will generally not qualify for a refund:

• Change of mind after the food has been prepared or consumed;
• Dissatisfaction based solely on personal taste preferences, where the food was correctly prepared;
• Orders where you did not advise us of dietary requirements or allergies at the time of ordering;
• Partially consumed meals where the issue was not raised immediately;
• Promotional or discounted items where the terms and conditions of the promotion explicitly state no refunds apply, unless there is an ACL-based entitlement;
• Gift cards and vouchers, except as required by law;
• Delays caused by third-party delivery providers where Guzman y Gomez has fulfilled its obligations;
• Incorrect delivery addresses provided at the time of ordering.

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

Follow these steps to submit a refund request:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as you become aware of the issue. You can contact us via:
   • Email: [email protected]
   • Website: guzman-y-gomez.com
   • In person at the restaurant location where the purchase was made
2. Step 2 — Provide Your Details: Include the following information in your refund request:
   • Your full name and contact information;
   • Date and time of purchase;
   • Location of purchase (restaurant address or online order reference number);
   • Description of the issue or complaint;
   • Proof of purchase (receipt, order confirmation email, or transaction record).
3. Step 3 — Provide Supporting Evidence (Where Possible): If you are able to, please include photographs of the food item, packaging, or any evidence relevant to your complaint. This helps us investigate your issue more efficiently.
4. Step 4 — Await Our Response: Our customer service team will acknowledge your request within 2 business days and will aim to resolve your complaint within 5–10 business days of receiving all necessary information.
5. Step 5 — Receive Your Remedy: If your refund request is approved, we will advise you of the remedy offered, which may include a full refund, partial refund, replacement meal, or store credit, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the timeframe for the refund to be processed and received will depend on the original payment method used:

Please note that Guzman y Gomez does not control the processing times of financial institutions or third-party payment providers. If your refund has not appeared within the stated timeframe, we recommend contacting your bank or payment provider first. If the issue persists, please contact us.

7. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. Partial refunds may apply where:

• Only certain items within an order were incorrect or unsatisfactory, and the remainder of the order was acceptable;
• A meal was partially consumed before the issue was identified, and the issue is not related to food safety;
• A discount, voucher, or promotional credit was applied to the original order;
• The value of the complaint reasonably corresponds to only a portion of the total order.

Where a partial refund is offered, we will clearly communicate the refund amount and the reason for the partial assessment. You retain your rights to dispute the outcome if you believe the partial refund does not adequately reflect your ACL entitlements.

8. Exchange Policy

Where you receive an incorrect or unsatisfactory food item, we will, wherever reasonably practicable, offer to replace the item with the correct or a freshly prepared equivalent item at no additional charge.

Exchanges are subject to the following conditions:

• The request for an exchange must be made promptly — ideally before leaving the restaurant or within the timeframes outlined in Section 3 above;
• The original item should be returned where possible, particularly for in-store purchases;
• Exchanges for delivery orders may be subject to operational limitations depending on your location and the timing of your request.

If an exchange is not possible or practical, a refund or store credit will be offered as an alternative remedy.

9. Cancellation Policy

9.1 In-Store Orders

Due to the fresh, made-to-order nature of our food, in-store orders cannot be cancelled once preparation has commenced. If you have placed an order and need to cancel before preparation begins, please advise our team immediately at the counter.

9.2 Online and App-Based Orders

For orders placed through the Guzman y Gomez website or mobile application:

• Cancellations may be possible if the request is made before the order is accepted and preparation begins;
• Once an order has been accepted and preparation has started, cancellations will not be possible and no refund will be issued, except where you have an entitlement under the ACL;
• To cancel an online order, please contact us immediately at [email protected] or via the contact options on our website.

9.3 Third-Party Delivery Platform Orders

Orders placed through third-party delivery platforms such as Uber Eats, DoorDash, or Menulog are subject to the cancellation policies of those respective platforms. Please refer to the relevant platform's terms and conditions for cancellation procedures. Guzman y Gomez is not responsible for cancellations or refunds processed through third-party platforms.

10. Dispute Resolution Process

We are committed to resolving all complaints and disputes in a fair, transparent, and timely manner. If you are not satisfied with our initial response to your refund request, the following escalation process is available:

1. Internal Escalation: Request that your complaint be escalated to a senior member of our customer service or management team. We will review your case again and provide a written response within 5 business days.
2. Formal Written Complaint: Submit a formal written complaint to us via email at [email protected] with the subject line "Formal Complaint — Refund Request." We will acknowledge receipt within 2 business days and aim to resolve the matter within 10 business days.
3. External Dispute Resolution: If we are unable to resolve your complaint to your satisfaction, you have the right to seek external assistance through the following bodies:
   • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au — for consumer protection matters and ACL complaints;
   • Your State or Territory Consumer Affairs Office — such as Consumer Affairs Victoria, NSW Fair Trading, Consumer Affairs Queensland, or the equivalent body in your state or territory;
   • Your financial institution or card issuer — to initiate a chargeback if applicable under your payment provider's terms.

11. Food Safety and Allergen Concerns

If you have experienced a food safety incident — such as illness or an allergic reaction — following consumption of our food, please contact us immediately and seek medical attention if required. In addition to processing your refund or remedy request, we take food safety matters extremely seriously and will investigate all such reports in accordance with our internal food safety protocols and applicable food safety legislation, including the Food Standards Australia New Zealand Act 1991 and relevant state food safety regulations.

Please retain any uneaten food and packaging where possible, as this may assist with our investigation.

12. Changes to This Policy

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 guzman-y-gomez.com. We encourage you to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, complaints, or enquiries relating to this policy, please contact us using the details below:

This Refund Policy was last reviewed and updated on March 18, 2026.