Refund Policy

1. Overview

At Pollo Campero, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service to all our customers. This Refund Policy outlines the conditions under which refunds may be requested and processed for food orders placed at our restaurants or through our online ordering system.

We understand that occasionally issues may arise with your order, and we are dedicated to resolving any concerns promptly and fairly. This policy applies to all purchases made at Pollo Campero locations in the United States and through our digital platforms.

By placing an order with Pollo Campero, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy.

2. Eligibility for Refunds

Refunds may be requested under the following conditions:

2.1 Timeframe Requirements

• In-Store Orders: Issues must be reported within 30 minutes of receiving your order
• Delivery Orders: Issues must be reported within 1 hour of delivery confirmation
• Pickup Orders: Issues must be reported within 30 minutes of pickup time
• Catering Orders: Issues must be reported within 2 hours of scheduled delivery/pickup time

2.2 Product Condition Requirements

• Food items are substantially different from what was ordered
• Food items are cold, stale, or appear to be improperly prepared
• Food items contain allergens not disclosed or requested to be excluded
• Order is incomplete or contains incorrect items
• Food packaging is damaged or compromised

2.3 Proof of Purchase

A valid receipt or order confirmation is required for all refund requests. This includes:

• Physical receipt from in-store purchases
• Email confirmation for online orders
• Order number and payment confirmation
• Photo evidence of the issue (when applicable)

3. Non-Refundable Items and Situations

The following items and situations are not eligible for refunds:

• Gift Cards: All gift card purchases are final and non-refundable
• Promotional Items: Free items received through promotions or special offers
• Partially Consumed Items: Food items that have been more than 50% consumed
• Special Dietary Preferences: Items that don't meet personal taste preferences but are prepared correctly
• Late Requests: Refund requests made outside the specified timeframes
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms
• Tips and Service Charges: Gratuities and service fees are non-refundable
• Expired Promotions: Orders placed using expired coupons or promotional codes
• Change of Mind: Orders placed correctly but customer no longer wants the items

4. Refund Request Process

To request a refund, please follow these steps:

4.1 In-Store Refunds

1. Speak immediately with the restaurant manager or shift supervisor
2. Present your receipt and explain the issue
3. Allow staff to inspect the food items in question
4. Provide contact information if immediate resolution is not possible

4.2 Online and Phone Refunds

1. Contact our customer service team at +1 207-348-6900
2. Email us at [email protected] with your order details
3. Provide your order number, receipt, and description of the issue
4. Include photos of the problematic items when possible
5. Wait for confirmation and instructions from our support team

4.3 Required Information

When requesting a refund, please provide:

• Full name and contact information
• Order number or receipt number
• Date and time of purchase
• Location where order was placed/picked up
• Detailed description of the issue
• Photos of affected items (when applicable)

5. Refund Methods and Processing Time

5.1 Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Cash Payments: Refunded in cash at the restaurant location
• Gift Cards: Refunded as store credit or new gift card
• Mobile Payments: Refunded to the original digital wallet or payment app

5.2 Processing Timeframes

• Cash Refunds: Immediate upon approval
• Credit Card Refunds: 3-5 business days to appear on statement
• Debit Card Refunds: 1-3 business days to appear in account
• Gift Card/Store Credit: Immediate upon approval
• Mobile Payment Refunds: 1-2 business days depending on provider

Note: Processing times may vary based on your financial institution and may take longer during holidays or weekends.

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

6.1 When Exchanges Are Offered

• Incorrect order items can be exchanged for correct items
• Cold food can be exchanged for fresh, hot replacements
• Missing items can be provided at no additional charge
• Items prepared incorrectly can be remade to specification

6.2 Exchange Process

• Exchanges must be requested within the same timeframes as refunds
• Original food items should be returned when possible
• No additional payment required for equivalent exchanges
• Price adjustments applied for upgraded exchanges

6.3 Exchange Limitations

• Exchanges must be of equal or lesser value unless additional payment is made
• Custom orders may have limited exchange options
• Exchanges are subject to ingredient availability

7. Damaged or Defective Items

We have a special policy for items that arrive damaged or are defectively prepared:

7.1 Immediate Resolution

• Full refund or immediate replacement at no charge
• No requirement to return damaged food for health and safety reasons
• Expedited processing for legitimate damage claims
• Additional compensation may be provided for significant inconvenience

7.2 Documentation Requirements

• Photo evidence of damaged packaging or food items
• Detailed description of the damage or defect
• Prompt notification within specified timeframes

7.3 Quality Assurance

All damaged or defective item reports are:

• Documented for quality control purposes
• Investigated to prevent future occurrences
• Used to improve our food preparation and delivery processes
• Shared with relevant restaurant locations for training