Refund Policy

Effective Date: May 21, 2026 | Last Updated: May 21, 2026

1. About This Policy

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican-inspired food and an outstanding customer experience. We understand that occasionally things may not go as expected, and this Refund Policy has been established to ensure a fair and transparent process for all customers.

This policy is governed by Australian Consumer Law (ACL), as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), and by the laws of the relevant Australian state or territory in which the purchase was made. Under the ACL, customers are entitled to certain automatic guarantees that cannot be waived or excluded.

By placing an order with Guzman y Gomez — whether in-store, via our website at gozmangomez.com, or through our mobile application — you agree to the terms outlined in this Refund Policy.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, our food products come with guarantees that cannot be excluded. You are entitled to a replacement, refund, or compensation for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products remedied if they fail to meet our consumer guarantees and the failure does not amount to a major failure.

These statutory rights exist independently of and in addition to any rights granted under this Refund Policy. Nothing in this policy limits, excludes, or modifies any rights you may have under the ACL or any other applicable Australian legislation, including but not limited to:

• The Competition and Consumer Act 2010 (Cth)
• The Food Standards Australia New Zealand Act 1991 (Cth)
• Applicable state and territory Fair Trading Acts
• The Food Act legislation in each relevant state or territory

3. Eligibility Conditions for Refunds

A refund or replacement may be available to you in the following circumstances:

To be eligible, you must be able to provide reasonable evidence of your claim, such as your order receipt, a photograph of the item(s), or a description of the issue. Our team reserves the right to assess each claim on a case-by-case basis.

4. Timeframes for Refund Requests

To ensure your refund request can be properly assessed, we ask that you contact us within the following timeframes:

• In-Restaurant Orders: Raise your concern with our in-store team immediately upon receiving your order, or as soon as the issue is identified — ideally before leaving the restaurant.
• Online / App Orders (Pick-Up): Submit your refund request within 24 hours of your scheduled pick-up time.
• Delivery Orders (via third-party platforms): Contact the relevant delivery platform (e.g., Uber Eats, DoorDash, Menulog) within 24 hours of receiving your delivery. Refund requests for delivery orders managed by third-party platforms are subject to those platforms' own refund policies.
• Catering Orders: Submit your refund request within 48 hours of the catering service being completed or delivered.
• Billing or Payment Disputes: Notify us within 7 days of the transaction date.

5. Non-Refundable Items and Services

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

• Food items that have been fully consumed without a complaint being raised at the time of consumption
• Customised orders that were prepared exactly as specified by the customer
• Gift cards, promotional vouchers, or loyalty rewards that have been redeemed
• Orders where the dissatisfaction is based solely on personal taste preference (rather than a product quality issue)
• Delivery fees charged by third-party delivery platforms (these are subject to those platforms' own refund terms)
• Orders that are subject to a promotional discount or a special offer, unless there is a product fault

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

To make the refund process as smooth as possible, please follow the steps below:

1. Step 1 — Gather Your Information: Locate your order receipt, confirmation email, or order number. If possible, take a clear photograph of the food item or packaging in question.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: gozmangomez.com
   • In-Person: Speak directly with the restaurant manager at the relevant Guzman y Gomez location
3. Step 3 — Describe Your Issue: Clearly explain the problem you experienced. Include the following details:
   • Your full name
   • Order number or transaction reference
   • Date and time of your order
   • Name of the item(s) in question
   • A description of the issue
   • Any supporting photographs (if applicable)
4. Step 4 — Assessment: Our team will review your request and may contact you for additional information. We aim to acknowledge all refund requests within 2 business days.
5. Step 5 — Resolution: Once your request has been reviewed, we will inform you of the outcome and, if approved, process your refund or replacement promptly.

7. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the timing of when the funds appear in your account is subject to your financial institution's processing schedule. Guzman y Gomez is not responsible for delays caused by banks or third-party payment processors.

8. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following situations:

• Only certain items in your order were incorrect or unsatisfactory
• A portion of your meal was consumed before the issue was identified
• A minor error occurred that did not significantly impact your overall dining experience
• A delivery was substantially delayed, but the food was received and was of acceptable quality
• Promotional or discounted pricing was applied to the order, and the refund is adjusted accordingly

The amount of any partial refund will be assessed fairly based on the nature of the complaint and the value of the affected items. We will communicate the proposed refund amount to you before processing.

9. Exchange Policy

Where a food item is incorrect, substandard, or does not meet our quality standards, we are happy to offer a replacement item of equal or equivalent value as an alternative to a cash refund. Exchanges are subject to the following conditions:

• The exchange request must be made at the time the issue is identified — ideally while you are still in the restaurant or immediately upon receiving your order
• Replacement items will be freshly prepared to the same specifications as your original order
• Exchanges for online or app orders may be facilitated at your nearest Guzman y Gomez restaurant upon presentation of your order confirmation
• We do not offer exchanges based on change of mind or personal taste preference

10. Cancellation Policy

Our cancellation policy varies depending on the type and status of your order:

10.1 Online and App Orders

• Before preparation begins: You may cancel your order for a full refund. Please contact us immediately via [email protected] or call the relevant restaurant directly.
• After preparation has commenced: Cancellations are generally not available once your order is being prepared. No refund will be issued in this case, unless the cancellation is due to circumstances beyond your control or a fault on our part.

10.2 Catering Orders

• More than 72 hours before the scheduled catering date: Full refund available.
• Between 24 and 72 hours before the scheduled catering date: A cancellation fee of up to 50% of the total order value may apply.
• Less than 24 hours before the scheduled catering date: No refund will be provided, as ingredients and resources will have already been committed to your order.

10.3 Third-Party Delivery Orders

If your order was placed through a third-party delivery platform (such as Uber Eats, DoorDash, or Menulog), you must follow that platform's cancellation procedures. Guzman y Gomez is unable to process cancellations or refunds for orders placed through third-party platforms — please contact the relevant platform directly.

11. Food Allergy and Safety Complaints

We take food safety and allergen management extremely seriously. If you have experienced an adverse reaction, illness, or injury that you believe is related to food you consumed from Guzman y Gomez, please:

• Seek medical attention immediately if necessary
• Contact our customer support team at [email protected] as soon as possible
• Provide your order details, the date and time of the incident, and a description of your symptoms
• Retain any remaining food items if possible, as this may assist with investigation

Food safety complaints may also be reported to your relevant state or territory food safety authority, such as Food Standards Australia New Zealand (FSANZ) or your state's health department.

12. Dispute Resolution

We hope that all refund and complaint matters can be resolved directly with our customer support team. However, if you are not satisfied with the outcome, the following dispute resolution pathways are available to you:

12.1 Internal Escalation

If your initial refund request is not resolved to your satisfaction, you may request that the matter be escalated to a senior manager or our Head Office team. Please email [email protected] with the subject line "Escalated Complaint — [Your Order Number]" and we will aim to respond within 5 business days.

12.2 Australian Competition and Consumer Commission (ACCC)

If you believe your consumer rights under the Australian Consumer Law have been breached, you may lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or by calling 1300 302 502.

12.3 State and Territory Fair Trading Offices

You may also contact the fair trading or consumer affairs office in your state or territory:

• NSW: NSW Fair Trading — 13 32 20
• VIC: Consumer Affairs Victoria — 1300 558 181
• QLD: Queensland Office of Fair Trading — 13 74 68
• WA: Consumer Protection WA — 1300 304 054
• SA: Consumer and Business Services SA — 131 882
• ACT: Access Canberra — 13 22 81
• TAS: Consumer Affairs and Fair Trading Tasmania — 1300 654 499
• NT: NT Consumer Affairs — 08 8999 1999

13. Contact Information

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

14. Changes 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 gozmangomez.com and will take effect from the date of publication. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes have been published constitutes your acceptance of the updated policy.