Refund Policy

1. Refund Policy Overview

At Barburrito, customer satisfaction is our top priority. We understand that sometimes issues may arise with your order. This policy outlines our refund procedures to ensure fair and consistent handling of refund requests.

1.1 Policy Scope

This refund policy applies to all orders placed through our website, mobile app, or third-party delivery platforms for both delivery and pickup orders from any Barburrito location in Canada.

1.2 Our Commitment

We are committed to preparing high-quality food and providing excellent service. If your experience doesn't meet your expectations, we want to make it right. Our refund policy is designed to be fair to our customers while protecting our business from unreasonable claims.

2. Conditions for Refunds

We may issue refunds or provide store credit in the following situations:

2.1 Food Quality Issues

• Incorrect Items: If you received items different from what you ordered
• Missing Items: If items are missing from your order
• Food Safety Concerns: If you have reasonable concerns about the safety or quality of the food (foreign objects, undercooked ingredients, etc.)
• Unsatisfactory Quality: If the food quality falls significantly below our standards

2.2 Delivery Issues

• Extreme Delivery Delay: If your delivery arrives more than 60 minutes after the estimated delivery time provided at checkout
• Order Never Arrived: If your order was never delivered
• Damaged During Delivery: If your order was significantly damaged during the delivery process

2.3 Technical or System Issues

• Double Charging: If you were charged multiple times for the same order
• System Errors: If our website or app experienced technical issues that affected your order
• Pricing Errors: If you were charged an incorrect amount due to a pricing error on our end

3. Refund Processing Timeline

3.1 Initial Response

We aim to acknowledge all refund requests within 24 hours of receipt.

3.2 Evaluation Period

Most refund requests will be evaluated within 1-3 business days. For complex cases, this may take up to 5 business days.

3.3 Refund Processing

Once approved, refunds will be processed as follows:

• Credit/Debit Card Payments: 3-10 business days for the refund to appear on your statement, depending on your financial institution
• Digital Wallet Payments (PayPal, Apple Pay, etc.): 1-5 business days
• Gift Card Refunds: 1-3 business days to be credited back to your gift card
• Store Credit: Issued immediately upon approval

4. How to Request a Refund

4.1 Timeframe for Requests

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

• 2 hours of receiving your order for food quality or missing/incorrect item issues
• 24 hours for delivery-related issues
• 7 days for billing or technical issues

4.2 Required Information

When requesting a refund, please provide the following information:

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

4.3 Submission Methods

You can request a refund through the following channels:

• Online Form: Complete the refund request form on our website at barburrito.ca/contact
• Email: Send your refund request to [email protected]
• Phone: Call our customer service team at +441124644387 during business hours (Monday to Friday, 9:00 AM - 5:00 PM EST)
• In Person: Visit the Barburrito location where you placed your order and speak with a manager (for in-store purchases only)

5. Exceptions to the Refund Policy

5.1 Non-Refundable Situations

Refunds may not be issued in the following situations:

• Personal taste preferences (e.g., food was too spicy despite being properly labeled)
• Refund requests made outside the specified timeframes
• Minor delivery delays (less than 30 minutes beyond the estimated delivery time)
• Customized orders that were prepared as requested
• Issues arising from incorrect information provided by the customer (wrong delivery address, etc.)
• Orders picked up by the customer and verified as complete at the time of pickup
• Promotional items, free items, or discounted items

5.2 Special Circumstances

We understand that exceptional situations may arise. In cases not covered by this policy, refund decisions will be made at the discretion of Barburrito management, taking into account the specific circumstances of each case.

5.3 Third-Party Delivery Platforms

For orders placed through third-party delivery platforms (e.g., Uber Eats, DoorDash, Skip the Dishes), refund requests must be submitted through those platforms according to their policies. While we will cooperate with these platforms to investigate issues, the refund process is ultimately managed by the third-party service.

6. Contact Information for Refund Inquiries

If you have questions about our refund policy or want to check the status of a refund request, please contact us through the following channels:

We aim to respond to all inquiries within 1-2 business days.