Refund Policy

1. Overview

At Pollo Campero, customer satisfaction is our top priority. We are committed to providing high-quality authentic Guatemalan cuisine and exceptional service to every customer. This Refund Policy outlines the conditions and procedures for requesting refunds on food orders, merchandise, and services.

We understand that occasionally issues may arise with your order, and we want to make the refund process as simple and transparent as possible. Our goal is to resolve any concerns promptly while maintaining the highest standards of food safety and quality.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

• In-restaurant orders: Report issues within 30 minutes of receiving your order
• Takeout orders: Report issues within 2 hours of pickup
• Delivery orders: Report issues within 1 hour of delivery
• Catering orders: Report issues within 2 hours of delivery or pickup
• Merchandise: Return within 14 days of purchase

Product Condition Requirements

• Food items must be substantially uneaten (more than 75% remaining)
• Original packaging and receipt must be retained
• Merchandise must be in original condition with tags attached
• Gift cards must be unused and unredeemed

Proof of Purchase

• Original receipt or order confirmation
• Order number for online orders
• Payment method verification
• Photo evidence of the issue (when applicable)

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed food items: Any food item that has been substantially consumed (less than 75% remaining)
• Special dietary requests: Custom modifications that were prepared as requested
• Promotional items: Free items, samples, or promotional merchandise
• Digital products: Downloaded content, mobile app purchases, or digital gift cards
• Perishable items beyond timeframe: Food items reported after the specified timeframe
• Third-party delivery fees: Fees charged by external delivery services
• Gratuity: Tips provided to staff or delivery personnel
• Expired promotional offers: Items purchased with expired coupons or promotions

Special Circumstances

• Large catering orders: Orders over $500 require 48-hour advance notice for cancellation
• Holiday specials: Limited-time holiday items may have modified refund policies
• Franchise locations: Some franchise locations may have additional restrictions

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

1. Call our customer service at +1 815-584-2920
2. Email us at [email protected]
3. Speak with a manager at the location where you made your purchase
4. Use our online contact form on our website

Step 2: Provide Required Information

• Order number or receipt
• Date and time of purchase
• Location of purchase
• Description of the issue
• Photos of the problem (if applicable)
• Your contact information

Step 3: Return Items (When Required)

• Bring uneaten food items back to the location
• Present original receipt and packaging
• Allow staff to inspect the items
• Complete refund request form

Step 4: Refund Processing

• Receive confirmation of refund approval
• Choose refund method (original payment or store credit)
• Wait for processing timeframe
• Receive refund confirmation

5. Refund Methods and Timeframes

Refund Methods

• Original payment method: Refund to the card or payment method used for purchase
• Store credit: Credit toward future purchases (may include bonus value)
• Cash refund: Available for cash purchases under $50
• Gift card: Refund issued as a Pollo Campero gift card

Processing Timeframes

• Cash purchases: Immediate refund at location
• Debit card: 1-3 business days
• Credit card: 3-5 business days
• Online payments: 5-7 business days
• Store credit: Immediate issuance
• Mobile payments: 1-3 business days

Refund Amounts

• Full refund: Complete order value for significant issues
• Partial refund: Prorated amount for affected items only
• Service recovery: Additional compensation for exceptional circumstances
• Delivery fees: Refunded for delivery-related issues

6. Exchanges

In many cases, we prefer to resolve issues through exchanges rather than refunds:

Exchange Options

• Immediate replacement: Fresh preparation of the same order
• Alternative selection: Choose different menu items of equal value
• Upgrade compensation: Higher value items at no additional cost
• Future order credit: Enhanced value for next visit

Exchange Benefits

• Faster resolution than refund processing
• Ensures you receive a satisfying meal
• Often includes additional items as compensation
• No waiting period for payment processing

When Exchanges Are Preferred

• Incorrect order preparation
• Temperature issues with hot foods
• Missing items from orders
• Quality issues with specific items

7. Damaged or Defective Items

Special procedures apply for damaged or defective products:

Food Safety Issues

• Immediate action: Stop consuming the item immediately
• Health priority: Seek medical attention if feeling unwell
• Evidence preservation: Save the item and packaging for inspection
• Expedited resolution: Priority processing for safety-related issues

Quality Defects

• Undercooked or overcooked food
• Incorrect temperature (cold hot food, warm cold food)
• Stale or expired ingredients
• Foreign objects in food
• Allergenic ingredients not disclosed

Damaged Merchandise

• Manufacturing defects: Full refund or replacement
• Shipping damage: Immediate replacement at no charge
• Store handling damage: Full compensation plus service recovery

Enhanced Compensation

For genuine safety or quality failures, we may provide:

• Full refund plus additional store credit
• Complimentary meal replacement
• Manager follow-up and service recovery
• Investigation and corrective action reporting

Additional Terms

Policy Updates

This refund policy may be updated periodically to reflect changes in our business practices, legal requirements, or service improvements. Customers will be notified of significant changes through our website and in-store notices.

Dispute Resolution

If you are unsatisfied with our refund decision, you may request escalation to our regional manager or corporate customer service team. We are committed to fair resolution of all customer concerns.

Legal Compliance

This policy complies with all applicable federal, state, and local consumer protection laws. Your statutory rights as a consumer are not affected by this policy.

Franchise Locations

While this policy applies to all Pollo Campero locations, individual franchise locations may have additional customer service policies that provide enhanced benefits beyond these minimum standards.