Refund Policy

Effective Date: June 26, 2026 | Last Updated: June 26, 2026

At Guzman y Gomez, we are deeply committed to delivering an exceptional dining experience and ensuring that every customer is satisfied with their food and service. We understand that from time to time, issues may arise, and we want to make the resolution process as straightforward and fair as possible. This Refund Policy has been prepared in accordance with the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), which guarantees consumers certain rights that cannot be excluded, restricted, or modified.

If you have any questions about this policy or need assistance with a refund, exchange, or complaint, please contact us at [email protected] or visit guzimanygomez.com.

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our products come with consumer guarantees that cannot be excluded under the ACL. These guarantees include that food products must be:

• Of acceptable quality — safe, free from defects, and fit for purpose;
• Accurately described and matched to any representations made at the point of sale;
• Fit for any particular purpose made known to us at the time of purchase;
• Free from undisclosed defects or contaminants.

Nothing in this Refund Policy is intended to limit or exclude your statutory rights under Australian Consumer Law.

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 that does not match your order — for example, a different protein, toppings, or meal size.
• Food Quality Issues: The food received is undercooked, overcooked, spoiled, or otherwise not of acceptable quality at the time of delivery or pickup.
• Allergen Concerns: You specifically requested an allergen-free preparation and received an item containing the allergen you disclosed, resulting in a safety concern.
• Missing Items: Items you paid for were missing from your order at the time of delivery or pickup.
• Damaged Packaging: The order arrived with packaging so severely damaged that the food inside was compromised or contaminated.
• Online Order Errors: A technical error on the Guzman y Gomez website or app resulted in a duplicate charge or incorrect order total.

To be eligible for a refund, you must raise your concern promptly. Refund claims made long after the event may be more difficult to assess or verify. We encourage customers to contact us as soon as an issue is identified.

3. Timeframes for Refund Requests

We ask that you contact us within the following timeframes to ensure your refund request can be assessed effectively:

While we will always endeavour to assist you regardless of timing, requests made outside these recommended timeframes may be more difficult to process. In cases where a complaint is submitted late, we reserve the right to request supporting evidence such as photographs, order receipts, or bank statements.

4. Non-Refundable Items and Circumstances

Refunds will generally not be issued in the following circumstances:

• Change of Mind: You simply changed your mind about your order after it was prepared or delivered. Australian Consumer Law does not require businesses to provide refunds or replacements for change of mind.
• Customisation Errors Made by the Customer: You selected incorrect options or customisations when placing your order online or in-store, and the order was prepared correctly as per your instructions.
• Consumed Food: The food item has been substantially or entirely consumed before a complaint is raised (except in cases of food safety or allergen issues).
• Third-Party Delivery Delays: Delays caused by third-party delivery platforms (such as Uber Eats, DoorDash, or Menulog) that are outside our direct control.
• Promotional Items and Gift Cards: Complimentary items, promotional offers, or gift card purchases are generally non-refundable unless a statutory guarantee issue applies.
• Catering Deposits: Deposits paid for catering or large group orders that are cancelled outside the cancellation window specified in your catering agreement.

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

We have designed our refund request process to be as simple and accessible as possible. Please follow these steps:

1. Step 1 — Stop Consuming the Order (if applicable): If you have identified a problem with your food, stop consuming it immediately, particularly if there is a food safety or allergen concern. In case of an allergic reaction or illness, seek medical attention first.
2. Step 2 — Gather Evidence: Take a clear photograph of the food item, the packaging, your receipt, and any other relevant evidence. This will significantly help us assess your claim quickly.
3. Step 3 — Contact Us: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: guzimanygomez.com
   • In-Store: Speak directly with the store manager at the relevant Guzman y Gomez location.
4. Step 4 — Provide Your Details: When contacting us, please include the following information:
   • Your full name;
   • Order number or receipt number;
   • Date and time of the order;
   • The location or platform through which you ordered;
   • A clear description of the issue;
   • Any photographs or supporting evidence.
5. Step 5 — Assessment: Our customer service team will review your claim and may contact you for additional information if required. We aim to acknowledge all refund requests within 2 business days.
6. Step 6 — Resolution: Once your claim is assessed and approved, we will notify you of the outcome and initiate your refund, replacement, or store credit as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method:

Please note that processing times may vary depending on your financial institution. Guzman y Gomez is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated on our end. If you have not received your refund within the specified timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a larger order were affected by a quality or accuracy issue;
• The food item was partially consumed before the issue was identified, making it difficult to fully assess the complaint;
• A discount, promotional offer, or voucher was applied to the original order, meaning the refund reflects the actual amount paid;
• Third-party delivery fees or platform service charges are non-refundable by Guzman y Gomez as they were collected by and are subject to the refund policies of the respective platform.

Partial refunds will be calculated fairly and transparently. We will clearly communicate the amount to be refunded and the reasons for any deduction when notifying you of our decision.

8. Exchange Policy

In many cases, where an order issue is identified promptly — particularly for dine-in and pickup orders — we are happy to offer an exchange or replacement as the preferred remedy. An exchange involves providing you with a corrected or fresh version of the affected item.

Exchanges are subject to the following conditions:

• The issue must be reported to the store team member or manager promptly, ideally before leaving the restaurant or within 30 minutes of pickup;
• The original item (or what remains of it) may need to be returned to the store for assessment;
• Exchanges are offered where the issue is a minor failure — for example, an incorrect topping or filling. Where the failure is major (e.g., a serious food safety issue), a full refund will be offered as an alternative;
• Exchanges are not available for online orders that have already been delivered via a third-party platform. In these cases, a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and App Orders

Orders placed through the Guzman y Gomez website or mobile app enter our kitchen preparation process quickly. If you wish to cancel your order, you must do so within 5 minutes of placing the order, before it has entered the preparation stage. Once food preparation has commenced, cancellation may not be possible, and a refund may not be provided for change of mind.

To cancel an online order, please contact us immediately at [email protected] or call the specific store where your order is being prepared. Store contact details are available on our website at guzimanygomez.com.

9.2 Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as Uber Eats, DoorDash, or Menulog, the cancellation and refund policies of that platform will apply. We recommend reviewing those platforms' respective policies directly. We will, however, cooperate with any legitimate disputes raised through those platforms.

9.3 Catering and Large Group Orders

Cancellations for catering orders or large group bookings must be made in accordance with the specific catering agreement entered into at the time of booking. Generally:

• Cancellations made more than 72 hours before the scheduled catering event may be eligible for a full refund of any deposit paid;
• Cancellations made between 24 and 72 hours before the event may result in a partial refund or store credit;
• Cancellations made less than 24 hours before the event are generally non-refundable, as food preparation will have already commenced.

10. Dispute Resolution Process

We take all customer complaints seriously and aim to resolve disputes fairly, efficiently, and in good faith. If you are not satisfied with our initial response to your refund request, we encourage you to follow the steps below:

1. Step 1 — Internal Escalation: Request that your complaint be escalated to a senior customer service representative or a regional manager. You can do this by replying to any correspondence you have received from us or by contacting us at [email protected] and marking your email "Escalation Request."
2. Step 2 — Written Complaint: Submit a formal written complaint via email to [email protected] outlining the nature of your complaint, the resolution you are seeking, and any evidence you have. We will acknowledge your formal complaint within 3 business days and aim to provide a final written response within 10 business days.
3. Step 3 — External Bodies: If you remain unsatisfied after exhausting our internal dispute resolution process, you may lodge a complaint with an external body. Relevant Australian bodies include:
   • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
   • Your state or territory Fair Trading or Consumer Affairs office (e.g., NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading, etc.);
   • Food Standards Australia New Zealand (FSANZ) for food safety concerns: www.foodstandards.gov.au.

11. Delivery Orders Through Third-Party Platforms

When you order Guzman y Gomez food through third-party delivery platforms such as Uber Eats, DoorDash, or Menulog, please note the following:

• Delivery fees charged by the platform are subject to the platform's own refund policies and are not refundable by Guzman y Gomez;
• Service fees or surge charges applied by the platform are similarly outside our control;
• If your order was incorrect or there was a food quality issue, you may contact us directly, but you may also be able to raise a dispute directly through the platform's app;
• We strongly recommend keeping a record of your order confirmation and any photographs in the event of a dispute.

12. Allergen and Dietary Requirements Disclaimer

Guzman y Gomez takes allergen management seriously. However, our kitchens are not allergen-free environments, and cross-contamination is possible. If you have a severe allergy or intolerance, we strongly recommend discussing your requirements directly with store staff before ordering.

If you experience an adverse reaction believed to be related to an allergen that was not disclosed or was incorrectly managed, please:

1. Seek immediate medical attention;
2. Contact us at [email protected] as soon as you are able to do so;
3. Retain the packaging and any remaining food if it is safe to do so, as this may assist with our investigation.

Refund requests relating to allergen issues will be treated with the highest priority and investigated thoroughly.

13. Changes to This Refund 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 guzimanygomez.com with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following any amendment constitutes your acceptance of the revised policy.

14. Contact Us

If you have any questions, concerns, or requests related to this Refund Policy, or if you would like to initiate a refund request, please contact us through any of the following channels:

This Refund Policy was last reviewed and updated on June 26, 2026, and is governed by the laws of Australia, including the Australian Consumer Law as set out in the Competition and Consumer Act 2010 (Cth).