Introduction

At Tacoza, we prioritize customer satisfaction and strive to provide a seamless experience. However, we understand that there may be instances where refunds are necessary. This Refund Policy outlines the circumstances under which refunds may be issued and the process to request a refund. Please review this policy carefully to ensure clarity on our practices. Your continued use of our services constitutes acceptance of this policy.

---

1. Aggregator Role Disclaimer

Tacoza acts solely as an aggregator and facilitator, providing a platform for users to order food and consumable items from partner restaurants. We do not prepare, handle, or control the food, beverages, or consumable items that are offered for sale through our platform. As a result, Tacoza is not liable for any issues related to food quality, hygiene, or taste. If you encounter problems related to the quality of the food, such as contamination, improper preparation, or failure to meet your expectations, you must contact the restaurant directly for resolution.

By using our services, you acknowledge and agree that any complaints or disputes regarding the quality of food must be addressed with the restaurant that prepared your order. Tacoza will not issue refunds based on food quality concerns. However, if there are operational issues related to payments, order processing, or technical glitches, Tacoza may facilitate the refund process as outlined in this policy.

---

2. Failed Transactions and Technical Issues

We understand that technical issues can occasionally occur, leading to failed transactions or order cancellations. If a payment is successfully initiated but fails to process due to technical errors on Tacoza's platform or with our payment partners, a refund will be initiated within 7 business days to the original source of payment (e.g., your credit/debit card, bank account, or digital wallet). In some cases, you may receive a refund in the form of a coupon code, which can be redeemed on future purchases.

2.1 Refund Timeframe

• Refunds for failed transactions will be processed within 7 business days from the date of the failed transaction.
• If you do not receive your refund within 7 days, you can raise a dispute with Tacoza by contacting our customer support team.
• Refunds may be issued either to the original payment source or via coupon code, depending on the situation.

2.2 Dispute Resolution

If you believe that your refund has not been processed within the stated timeframe, or if there are other issues related to the refund process, you can raise a dispute by contacting us at support@tacoza.com. We will work to resolve the issue promptly and ensure that any eligible refund is issued as per this policy.

---

3. Order Confirmation and Payments

An order will be considered successfully placed and confirmed only when Tacoza receives the payment in full from our payment partners. If payment is not successfully received, the order will not be processed or delivered.

3.1 Payment Verification

• Payments are verified by our trusted payment partners. Only after successful verification will the order be deemed confirmed.
• In the event of technical issues, hacking attempts, or glitches, Tacoza reserves the right to cancel the order and refund only the amount confirmed by the bank or payment partner.
• If we identify any suspicious or fraudulent activity related to your order, Tacoza may cancel the order without prior notice and initiate a refund for the confirmed payment amount only.

We recommend monitoring your email for confirmation messages once your order is placed. If you do not receive a confirmation message, it may indicate that payment was not successfully received, and your order has not been processed. In such cases, please reach out to Tacoza support for clarification.

---

4. Cancellations by Customers

If you wish to cancel your order after it has been placed, you may do so within a limited timeframe. Orders can only be cancelled if the restaurant has not yet started preparing the food. Once the preparation process has begun, cancellations are no longer possible.

4.1 Cancellation Process

• To cancel an order, please contact our customer support team immediately.
• If the restaurant has not started preparing your order, we will process a full refund to the original payment source.
• If the food is already being prepared, cancellations and refunds will not be possible.

---

5. Contacting the Restaurant for Quality Issues

As previously mentioned, Tacoza is not responsible for the quality, taste, or hygiene of the food items prepared by the restaurant. If you have any concerns regarding the quality of your order, you must contact the restaurant directly. Each restaurant is solely responsible for the preparation and handling of food items ordered through our platform.

5.1 Restaurant Contact Information

Restaurant contact information is provided on the order confirmation page. If you encounter issues with your order, such as incorrect items, poor quality, or incomplete orders, please reach out to the restaurant using the provided contact details. Tacoza will not process refunds for issues related to food quality.

---

6. Contact Us

For any questions, concerns, or disputes related to refunds, failed payments, or cancellations, please reach out to our support team. We aim to respond to all inquiries within 48 hours. You can contact us at support@tacoza.com.