Juanita's Mexican Kitchen – Refund & Guest Concern Policy
At Juanita's, we strive to deliver excellent food and service every visit. To ensure fairness and consistency for all guests, the following guidelines outline how we handle complaints, refunds, and adjustments.
1. Timing of Complaints
To properly investigate and resolve an issue, we require that concerns be reported as soon as possible, ideally:
During the visit, while you are still in the restaurant, OR
Same day for takeout or delivery orders
This allows us to confirm the issue, correct it immediately, and ensure an accurate resolution.
Complaints made more than 48 hours after a visit may not be eligible for compensation or refund due to the inability to verify details about the food or service.
2. Refund Eligibility
A refund, discount, or remake may be considered when:
The order was prepared incorrectly
The food was undercooked, overcooked, or unsafe
There was a clear service issue verified by management
A duplicate charge or incorrect payment was processed
Refunds are not automatically granted and require validation by management.
3. Non-Refundable Situations
Refunds or store credits will not be issued for:
Complaints received days or weeks after the visit
Food that was fully consumed with no evidence of an issue
Dissatisfaction based on personal preference (ex: "not what I expected")
Situations where no documentation, receipt, or proof of purchase can be provided
Attempts to receive a refund for multiple past visits without timely reporting
4. What We Need to Investigate a Claim
To review any complaint or refund request, customers must provide:
Date and time of visit
Location
Receipt, order number, or proof of purchase
Last 4 digits of the payment card (if a refund is requested)
A brief description of the issue
Providing this information does not guarantee a refund—it only allows us to investigate the situation fully.
5. Goodwill Adjustments
We believe in taking care of our guests.When appropriate, management may provide:
A remake
A partial refund
A gift card
A complimentary item on a future visit
These goodwill gestures are made at management's discretion and based on the specifics of each situation.
6. Chargeback Policy
If a guest initiates a chargeback without allowing the restaurant the opportunity to resolve the concern:
Juanita's will provide documentation to the bank showing the food was made, delivered, or consumed
This may include receipts, kitchen timestamps, and security footage
Frivolous or fraudulent chargebacks may result in the guest being restricted from future service
7. Our Commitment
We appreciate every guest and want to resolve concerns fairly and respectfully.Our goal is always to:
Investigate concerns promptly
Offer reasonable solutions when appropriate
Ensure a great dining experience for all guests