Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies to all online pickup orders placed and paid for through the Aztec Tacos website at aztectacos.ca. This policy should be read alongside our Terms of Use.

2. How Online Orders Work

All online pickup orders are prepaid at the time of checkout through Stripe. Payment is charged immediately upon order submission. Your order is confirmed only after successful payment verification. Once confirmed, our kitchen begins preparing your food immediately.

Because all food is made fresh to order, we are generally unable to cancel or modify an order once payment has been processed and the kitchen has begun preparation.

3. When Refunds May Be Issued

We take pride in every order and want you to be completely satisfied. Refunds or store credits may be issued at the sole discretion of Aztec Tacos in the following circumstances:

• Missing items: One or more items were paid for but not included in your order.
• Incorrect items: You received an item that does not match what you ordered and the discrepancy was not the result of limited availability or a substitution communicated to you.
• Quality issues: An item is inedible, spoiled, or presents a legitimate food safety concern.
• Duplicate charge: You were charged more than once for the same order due to a payment processing error.
• Payment error: A technical error resulted in a charge without a corresponding order being created in our system.
• Restaurant cancellation: Aztec Tacos cancels your order due to unexpected closure, item unavailability, or operational issues before the food is prepared.

4. When Refunds Are Not Available

Refunds are generally not available in the following situations:

• Change of mind: You no longer want the order after it has been placed and payment processed.
• Taste preference: The food was prepared correctly but does not suit your personal taste.
• Uncollected orders: Orders not picked up within sixty (60) minutes of the estimated pickup time without prior communication are considered abandoned.
• Late pickup: Food quality has deteriorated because the order was picked up significantly later than the estimated time.
• Incorrect information: You provided an incorrect phone number, pickup time, or other contact information that prevented us from reaching you.
• Allergen-related issues: Where the allergen concern was not communicated to us before or at the time of ordering (see our Terms of Use, Section 8).

5. How to Request a Refund

If you believe there is a problem with your order, please contact us as soon as possible — ideally before leaving the restaurant or within 24 hours of pickup:

• By phone: Call (613) 741-9998 during business hours.
• By email: Send a message to contact@aztectacos.ca.

When contacting us, please include:

• Your order number (found in your confirmation email or order receipt).
• A description of the issue.
• A photograph of the affected item(s), if applicable.

This information helps us investigate the issue quickly and fairly. Refund requests received more than 48 hours after pickup may not be eligible for consideration.

6. Refund Method and Timeline

Approved refunds are processed back to the original payment method through Stripe. We do not issue refunds via cash, e-transfer, or alternative payment methods.

Once a refund is processed on our end, it typically takes 5 to 10 business days for the refund to appear on your statement, depending on your bank or card issuer. Aztec Tacos has no control over the processing times of your financial institution.

In some cases, we may offer a partial refund or a store credit at our discretion, depending on the nature and severity of the issue.

7. Order Modifications

If you need to modify an order after it has been placed, call us immediately at (613) 741-9998. We will do our best to accommodate your request, but changes cannot be guaranteed once the kitchen has begun preparation. Additional charges may apply for added items.

8. Order Cancellations

If you need to cancel an order, call us immediately. Cancellations are handled as follows:

• Before kitchen preparation begins: Full refund may be issued.
• After kitchen preparation has begun: A full refund is generally not available, but a partial refund or credit may be offered at our discretion based on the circumstances.

We will make every reasonable effort to work with you on cancellation requests made in good faith.

9. Chargebacks and Payment Disputes

We encourage you to contact us directly before filing a chargeback or payment dispute with your bank or card issuer. Filing a chargeback without first attempting to resolve the issue with us may delay resolution and could result in additional processing complications. We will work with you to resolve any legitimate concern promptly.

Aztec Tacos reserves the right to contest any chargeback that we believe to be unwarranted and to provide evidence of the transaction and fulfilment to the card network.

10. Consumer Protection

Nothing in this Refund Policy limits or excludes any consumer rights that you may have under the Ontario Consumer Protection Act, 2002 or other applicable consumer protection legislation. If there is a conflict between this policy and applicable law, the applicable law prevails.

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be reflected by an updated “Last updated” date. Your continued use of our online ordering service after changes constitutes acceptance of the revised policy.

12. Contact

For questions about refunds, cancellations, or a specific order: