Refund Policy

Last Updated: August 5, 2026

1. Introduction

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican-inspired food and an exceptional customer experience. We understand that occasionally issues may arise with your order, and we want to ensure your satisfaction. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed in accordance with the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

By placing an order with Guzman y Gomez — whether in-store, via our website at guzmanuugamez.com, or through third-party delivery platforms — you agree to the terms outlined in this Refund Policy.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, consumers are entitled to certain guaranteed rights known as Consumer Guarantees. These guarantees cannot be excluded, restricted, or modified by any business. As a food service provider, Guzman y Gomez guarantees that all food and beverages sold:

• Are of acceptable quality — safe, free from defects, and fit for consumption;
• Match their description as presented on our menu, website, or promotional materials;
• Are fit for any specific purpose made known to us at the time of ordering;
• Correspond to any sample or demonstration provided prior to purchase.

If a product or service fails to meet a consumer guarantee, you are entitled to a remedy under the ACL. Nothing in this policy is intended to limit or exclude your rights under Australian Consumer Law.

3. Eligibility Conditions for Refunds

We will consider a refund request eligible under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong items, missing items, or incorrect quantities).
• Food Quality Issues: The food or beverage received was not of acceptable quality — including items that are undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergen Concerns: You received food containing an allergen that you explicitly requested be excluded at the time of ordering, and this caused a reaction or concern.
• Non-Delivery: An online or delivery order was paid for but never received and is confirmed undelivered.
• Significant Discrepancy: The product received is significantly different from its description or advertised presentation.
• Duplicate Payment: Your account was charged more than once for the same order due to a technical error.

Refund requests will not be considered eligible in the following situations:

• You simply changed your mind after placing or receiving an order;
• You ordered the wrong item by mistake and the order was fulfilled correctly;
• You did not communicate a dietary preference or allergen restriction at the time of ordering;
• The complaint relates solely to personal taste preferences;
• The food was consumed in full before the complaint was raised without reasonable cause.

4. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Refund requests submitted outside these timeframes may still be considered at our discretion, particularly in cases involving consumer guarantee breaches under Australian Consumer Law.

5. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Food items that have been fully or largely consumed without a reported issue;
• Promotional, discounted, or voucher-based items unless a major failure applies;
• Delivery fees charged by third-party platforms (Uber Eats, DoorDash, Menulog, etc.) — these are subject to the respective platform's refund policy;
• Catering deposits or booking fees where the event was cancelled with less than 48 hours' notice;
• Gift cards and promotional credits once redeemed;
• Customised orders where the preparation was completed exactly as requested.

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

Follow these steps to submit a refund request with Guzman y Gomez:

1. Gather Your Information: Collect the following before making contact — your order number or receipt, the date and time of the order, the specific items in question, and any photographic evidence of the issue (strongly recommended).
2. Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe using one of the methods below:
   • Email: [email protected]
   • Website: guzmanuugamez.com (via the Contact Us form)
   • Alternatively, you may speak directly with the manager at the relevant restaurant location.
3. Provide a Clear Description: In your message, clearly explain the nature of the issue, what you ordered, what you received, and your preferred remedy (refund, replacement, or store credit).
4. Attach Supporting Evidence: Include photos or videos of the issue where applicable. This helps us assess the matter quickly and accurately.
5. Await Our Response: Our customer service team will review your request and respond within 2 business days. We may ask for additional information or clarification before processing your claim.
6. Remedy Confirmation: Once your request has been assessed and approved, we will confirm the type of remedy offered and the expected timeframe for processing.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. These delays are outside our control.

8. Partial Refunds

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

• Only part of an order was affected by a quality or accuracy issue;
• A portion of the food was consumed before the issue was identified;
• A discount or promotional price was applied to certain items within the order;
• A minor, rather than major, failure occurred under Australian Consumer Law (in which case a repair, replacement, or partial refund may be offered at our discretion);
• Delivery fees or platform surcharges are not included in the refundable amount as they were fulfilled by a third party.

Partial refund amounts will be calculated based on the value of the affected items and any applicable fees. We will clearly communicate the proposed partial refund amount and the reasoning before processing.

9. Exchange Policy

Where possible and appropriate, Guzman y Gomez may offer an exchange or replacement as an alternative to a monetary refund. This option is subject to availability and the nature of the issue:

• In-Store Purchases: If an item was prepared incorrectly or is not of acceptable quality, we will remake or replace the item promptly at no additional cost. Please speak with our staff or manager immediately at the restaurant.
• Online or Delivery Orders: A replacement order may be offered for delivery or pick-up, depending on your location and the circumstances of the original issue.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent value redeemable on a future purchase at any Guzman y Gomez location or via our website.

You have the right to choose your preferred remedy in the case of a major failure under Australian Consumer Law. For minor failures, we reserve the right to offer the most appropriate remedy at our discretion, which may include a replacement before a refund is issued.

10. Cancellation Policy

Our cancellation policy varies depending on how and when the order was placed:

10.1 In-Store Orders

Once an in-store order has been placed and payment has been processed, cancellation is generally not possible as food preparation begins immediately. Please review your order carefully before completing payment. If an error is identified immediately after ordering, please speak with our staff at once — we will do our best to accommodate changes before preparation begins.

10.2 Online Orders (Website or App)

Online orders may be cancelled only if they have not yet been accepted or prepared. Once a restaurant confirms and begins preparing your order, cancellation is no longer available. If cancellation is requested and approved before preparation commences, a full refund will be issued using your original payment method within the applicable processing timeframe.

10.3 Catering and Group Orders

For catering orders or large group bookings:

• Cancellations made more than 72 hours before the scheduled pick-up or delivery time will receive a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the scheduled time may receive a 50% refund of the deposit.
• Cancellations made with less than 24 hours' notice are generally non-refundable, as significant preparation costs will have been incurred.

We recommend contacting us as early as possible if you need to cancel or modify a catering order.

10.4 Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as Uber Eats, DoorDash, or Menulog, cancellation requests must be submitted directly to the relevant platform. Their individual cancellation and refund policies will apply. Guzman y Gomez does not have direct control over orders placed through these platforms once submitted.

11. Dispute Resolution Process

We aim to resolve all refund and customer service concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following escalation process is available:

1. Step 1 — Internal Review: Contact our customer support team at [email protected] and request an escalation of your complaint. A senior member of our team will review the matter and respond within 5 business days.
2. Step 2 — Formal Written Complaint: If your concern remains unresolved, you may submit a formal written complaint to us at the contact details below. We will acknowledge receipt within 2 business days and provide a final written response within 10 business days.
3. Step 3 — External Bodies: If you remain dissatisfied after exhausting our internal process, you may contact the following external bodies for assistance:
   • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au — for consumer rights and ACL complaints.
   • Your State or Territory Fair Trading Office: Each state and territory in Australia has a consumer protection agency (e.g., Consumer Affairs Victoria, NSW Fair Trading, Consumer Affairs Queensland).
   • Your Financial Institution: If you believe you were charged incorrectly, you may raise a chargeback dispute with your bank or card provider.

We are committed to working in good faith to resolve all disputes and to complying fully with our obligations under Australian Consumer Law.

12. Food Safety and Allergen Refunds

Guzman y Gomez takes food safety and allergen management extremely seriously. If you experience an adverse health event that you believe is related to food consumed at our restaurant or delivered from our kitchen, please:

• Seek medical attention immediately if required;
• Contact us at [email protected] as soon as possible to report the incident;
• Retain any remaining food product and packaging if possible, as this may assist in our investigation;
• Provide your order details, date and time of purchase, and a description of the issue.

All food safety reports are treated as a priority matter and will be investigated thoroughly. Refunds or other remedies related to food safety concerns are handled in accordance with both this policy and applicable food safety legislation, including the Food Standards Australia New Zealand Act 1991 (Cth) and relevant state food safety laws.

13. Modifications to This Policy

Guzman y Gomez reserves the right to update or amend this Refund Policy at any time. Any changes will be published on our website at guzmanuugamez.com with a revised effective date. Continued use of our services following any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

14. Contact Information

For all refund requests, order concerns, or customer service enquiries, please contact us using the details below: