Refund Policy

Last Updated: July 21, 2026

1. Overview

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican-inspired food and an exceptional customer experience every time. We understand that occasionally things may not go as planned, and we want to ensure that any concerns regarding your order are handled fairly and efficiently.

This Refund Policy has been prepared in accordance with applicable Australian consumer law, including the Australian Consumer Law (ACL) as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), as well as the Australian Securities and Investments Commission Act 2001 (Cth) and relevant state-based fair trading legislation. Nothing in this policy limits or excludes any rights or guarantees you may have under the ACL that cannot be lawfully limited or excluded.

For all refund-related enquiries, please contact us at:

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, consumers are entitled to certain automatic guarantees when purchasing goods and services. These guarantees cannot be excluded, restricted, or modified by any business and apply regardless of what this policy states. Specifically, you are entitled to a remedy if:

• The food or product you received was not of acceptable quality (e.g., it was unsafe, unfit for consumption, or significantly different from what was described);
• The product did not match its description, sample, or demonstration;
• The product was not fit for any particular purpose that you made known to us prior to purchase; or
• The service was not delivered with due care and skill or was not completed within a reasonable timeframe.

If the failure is a major failure, you are entitled to choose your preferred remedy (refund, replacement, or compensation). If the failure is minor, we may choose to offer a replacement, repair, or refund. We will always work with you to find a fair and reasonable resolution.

3. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong protein, incorrect modifications, or missing items).
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or collection.
• Allergic Reactions Due to Mislabelling: If a product contained an allergen not disclosed at the time of ordering, and you had clearly specified your dietary requirements.
• Non-Delivery: You paid for an order that was never received through our official website or app-based delivery service.
• Significant Delay: A delivery or collection order was excessively delayed, causing the food to be unfit for consumption upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Cancellation Before Preparation: You successfully cancelled your order before it entered the preparation phase.

We reserve the right to assess each refund request individually and to request supporting evidence (such as photos, order confirmation numbers, or receipts) before processing any refund.

4. Timeframes for Refund Requests

To ensure your request is handled promptly, we ask that refund requests be submitted as soon as possible. The following timeframes apply:

Requests submitted outside of these timeframes may still be considered at our discretion, particularly where the delay was caused by circumstances beyond your control. However, we strongly encourage prompt reporting to allow us to investigate effectively.

5. Non-Refundable Items and Circumstances

The following items and circumstances are generally not eligible for a refund, except where required by the Australian Consumer Law:

• Food that has been fully consumed without raising a concern at the time of consumption;
• Change of mind after an order has been placed and preparation has commenced;
• Customisation errors caused by incorrect information provided by the customer at the time of ordering;
• Promotional items, complimentary products, or items provided at no charge;
• Gift cards, loyalty points, or digital vouchers (unless faulty or misrepresented);
• Delivery fees charged by third-party delivery platforms (these are subject to the relevant platform's own refund policy);
• Orders placed through third-party delivery services (e.g., Uber Eats, DoorDash, Menulog) — refund requests for such orders must be directed to the relevant platform.

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

If you believe you are entitled to a refund, please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt;
   • The date and time of your order;
   • The specific item(s) or issue(s) you are raising;
   • Any photographic evidence of the issue (strongly recommended for food quality complaints).
2. Step 2 — Contact Us: Submit your refund request by emailing us at [email protected] or by using the contact form available on our website at guzmasnygomez.com. Please include all relevant details from Step 1 in your message.
3. Step 3 — Acknowledgement: You will receive an acknowledgement of your request within 1–2 business days. If additional information is required, our customer service team will reach out to you at the contact details you provided.
4. Step 4 — Assessment: Our team will review your request and any supporting evidence. We aim to provide an initial assessment within 3–5 business days of receiving all required information.
5. Step 5 — Resolution: Once approved, we will notify you of the outcome and, if a refund is granted, advise you of the processing timeframe. If your request is declined, we will provide you with a clear explanation and advise you of any further options available to you.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the timeframe for receiving your refund will depend on your original payment method. Please note that these timeframes are indicative only and may vary depending on your financial institution.

Refunds will be issued to the original payment method used at the time of purchase. If this is not possible (e.g., a card has been cancelled), we will work with you to arrange an alternative method.

8. Partial Refunds

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

• Only one or more items in a multi-item order were affected by the issue;
• Part of the order was consumed before the issue was identified;
• A promotional discount was applied at the time of purchase, and the refund is calculated on the actual amount paid for the affected item(s);
• A delivery fee is non-refundable but the cost of the food item is being refunded; or
• We determine that partial compensation is a fair and reasonable remedy for the nature of the issue raised.

We will always clearly communicate the basis for any partial refund decision and provide you with the opportunity to discuss the outcome if you are not satisfied.

9. Exchange Policy

Where a refund is not the most appropriate remedy, we may offer an exchange or replacement as an alternative. Exchanges or replacements may be offered where:

• An incorrect item was prepared and the correct item can be promptly prepared and delivered or made available for collection;
• The issue is minor in nature and a replacement item would adequately resolve the complaint;
• You prefer a replacement over a monetary refund.

Replacements will be of equivalent or greater value to the original item(s) affected. Replacements for in-store purchases will typically be arranged at the time of the complaint. For online or app-based orders, replacement arrangements will be communicated to you following the assessment of your request.

10. Cancellation Policy

Our ability to cancel an order depends on the stage of preparation at the time your cancellation request is received.

• Before Preparation Begins: If you contact us immediately after placing your order and it has not yet entered the preparation phase, we will endeavour to cancel your order and provide a full refund.
• During Preparation: Once your order has entered the preparation phase, cancellation may not be possible. In this case, we may be unable to issue a refund unless the order does not arrive or there is a significant quality issue.
• After Dispatch (Delivery Orders): Once an order has been dispatched by a delivery driver, cancellation is not possible. You may still raise a complaint if the order does not arrive or arrives in an unsatisfactory condition.
• Third-Party Delivery Platforms: If your order was placed through a third-party delivery platform, cancellation must be requested directly through that platform in accordance with their own cancellation policy.

To request a cancellation, please contact us as quickly as possible at [email protected] with your order number and cancellation request.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

Step 1 — Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team or management. Please indicate in your correspondence that you wish to escalate the matter, and provide a summary of the issue and the resolution you are seeking. We will aim to respond to escalated complaints within 5 business days.

Step 2 — External Dispute Resolution

If we are unable to resolve your complaint internally to your satisfaction, you may seek assistance from the following external bodies:

• Australian Competition and Consumer Commission (ACCC): The ACCC administers the Australian Consumer Law and can provide information and assistance with consumer complaints. Visit www.accc.gov.au or call 1300 302 502.
• Your State or Territory Fair Trading Agency: Each Australian state and territory has its own fair trading office that can assist with consumer complaints, including:
  • NSW Fair Trading: www.fairtrading.nsw.gov.au
  • Consumer Affairs Victoria: www.consumer.vic.gov.au
  • Queensland Office of Fair Trading: www.qld.gov.au/law/fair-trading
  • Consumer Protection WA: www.commerce.wa.gov.au/consumer-protection
• Financial Dispute Resolution (for payment-related issues): If your dispute relates to a payment charge or billing error, you may contact your bank or financial institution and request a chargeback in accordance with your card scheme's rules.

12. Fraud Prevention

Guzman y Gomez takes fraudulent refund claims seriously. If we reasonably suspect that a refund request is fraudulent, dishonest, or is part of a pattern of misuse, we reserve the right to refuse the request and, where appropriate, to take further action including reporting the matter to the relevant authorities. We may also suspend or close accounts associated with fraudulent activity.

13. Changes to This Policy

We reserve the right to update or amend this Refund Policy at any time. Changes will be effective from the date they are published on our website at guzmasnygomez.com. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Us

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to get in touch with our customer service team: