REFUND POLICY

At Escobar Kitchen, we strive to provide the best possible experience for our customers. We take pride in the quality of our food, service, and overall dining experience. However, we understand that there may be instances where a refund or adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds may be issued.

1. General Refund Policy

Escobar Kitchen operates under a no-refund policy once food or beverages have been prepared and served. However, we are committed to customer satisfaction and will review refund requests on a case-by-case basis under the following conditions:

Incorrect Order: If you receive an incorrect item that differs from what was ordered, please notify our team immediately. We will work to resolve the issue by providing a replacement or issuing a refund if necessary.

Quality Issues: If there is a legitimate concern regarding food quality, such as undercooked food, missing ingredients, or improper preparation, we will assess the situation and offer a solution, which may include a replacement meal or partial refund.

Payment Errors: If you were mistakenly overcharged or charged for an order you did not place, please provide proof of the transaction, and we will issue a refund after verification.

Order Not Received: If an order is not delivered due to an error on our part (such as a missed delivery or preparation failure), we will either provide a replacement meal or issue a refund.

2. Refund Eligibility & Process

To request a refund, customers must adhere to the following guidelines:

Timeframe for Refund Requests: Refund requests must be made within 24 hours of the purchase. Any request beyond this period may not be considered.

Proof of Purchase: Customers must provide a valid receipt or order confirmation as proof of purchase.

Evidence Submission: If applicable, customers may be required to submit photos or descriptions of the issue (e.g., incorrect order, quality concerns) for review.

Refund Processing: Approved refunds will be processed within 5-7 business days, depending on the payment method used. Refunds will be issued to the original payment method.

3. Cancellations & Modifications

Dine-In Orders: Once an order has been placed and prepared, it cannot be canceled. If you have a concern with your meal, please speak to a manager immediately.

Takeout & Delivery Orders: Orders may be canceled within 5 minutes of placing them by calling the restaurant. If the food has already been prepared, a refund may not be possible.

Large Catering Orders: Catering orders require at least 24 hours' notice for cancellations. A 50% cancellation fee may apply if cancellation occurs within 24 hours of the scheduled event.

4. Third-Party Delivery Services

If you placed an order through a third-party delivery service (e.g., Uber Eats, DoorDash, Grubhub), refunds and complaints must be handled through the respective delivery platform. Escobar Kitchen is not responsible for delays, missing items, or incorrect deliveries made by third-party providers.

5. Gift Cards & Promotions

Gift Cards: All gift card sales are final and non-refundable. Gift cards cannot be exchanged for cash.

Discounts & Promotions: Any meal purchased using a discount or promotional offer may not be eligible for a refund unless there is a verified issue with the order.

6. Exceptional Circumstances

Escobar Kitchen reserves the right to offer refunds or credits under exceptional circumstances at our discretion. This may include:

Unexpected service failures or food safety concerns.

Emergencies or unforeseen events that prevent fulfillment of an order.

7. Contact Us

For refund requests or questions about this policy, please contact us at:
📧 Email: theescobarkitchen@gmail.com