Refund & Cancellation Policy

Effective Date: September 1, 2026

Thank you for choosing Mamacitas. We take pride in preparing our food fresh to order and providing our customers with quality food and service.

Because our food is prepared specifically for each order, we have the following refund and cancellation policy.

1. Online Food Orders

All food orders placed through our website or online ordering platforms are prepared specifically for the customer.

Once an order has been accepted and preparation has begun, the order generally cannot be cancelled or refunded.

If you need to cancel an order, please contact Mamacitas as soon as possible. We will make reasonable efforts to accommodate cancellation requests received before preparation begins, but cancellation is not guaranteed.

2. Refunds for Incorrect or Missing Items

If you receive an order with a missing or incorrect item, please contact us as soon as possible after receiving your order.

We may, at our discretion, provide:

• A replacement item;

• A refund for the affected item; or

• Another reasonable resolution based on the circumstances.

Customers may be asked to provide the order number, receipt, photographs, or other information necessary to verify the issue.

Refunds, when approved, will generally be issued to the original method of payment.

3. Food Quality Concerns

If you have a concern regarding the quality of your food, please contact us promptly so that we have an opportunity to investigate and resolve the issue.

Because food is perishable, we may request information about when the order was received and how it was stored after pickup or delivery.

Mamacitas reserves the right to evaluate refund requests individually.

4. Pickup Orders

Customers are responsible for picking up their orders at the selected pickup time.

If an order is not picked up, the order may not be eligible for a refund because the food was prepared specifically for the customer.

If you anticipate being late, please contact Mamacitas as soon as possible.

5. Delivery Orders

Delivery orders are subject to the policies of the delivery service used to place the order.

If there is a problem with a delivery, including a missing, incorrect, or undelivered order, please contact Mamacitas and/or the applicable delivery platform as soon as possible.

Where the order was placed through a third-party delivery service, that service's refund and cancellation procedures may also apply.

6. Catering Orders and Cancellations

Catering orders require advance preparation, purchasing, scheduling, and staffing. Therefore, catering cancellations may be subject to different terms than regular restaurant orders.

Any deposit, payment, cancellation fee, or refund terms applicable to a catering order will be communicated to the customer at the time the catering order is confirmed.

Once catering preparation or purchasing has begun, payments may be non-refundable, except where otherwise agreed in writing or required by applicable law.

Customers should contact Mamacitas as soon as possible if they need to modify or cancel a catering order.

7. Duplicate or Unauthorized Charges

If you believe you were charged more than once for the same order or that a charge was made without authorization, please contact Mamacitas promptly so that we can investigate the transaction.

We may request a receipt, order number, transaction information, or other documentation to verify the claim.

8. Promotional Items and Discounts

Promotional items, discounts, coupons, complimentary items, and special offers may have additional terms and conditions.

Unless otherwise stated, promotional items and discounts have no cash value and cannot be exchanged for cash.

9. Refund Processing

When a refund is approved, Mamacitas will process the refund to the original payment method whenever reasonably possible.

The time it takes for the refund to appear in your account may depend on your bank, credit card company, or payment processor.

Mamacitas does not control the processing time imposed by a customer's financial institution.

10. No Waiver of Legal Rights

Nothing in this policy is intended to limit, waive, or eliminate any rights or remedies that customers may have under applicable federal, state, or local law.

Mamacitas will comply with applicable consumer protection laws and regulations.

11. Contact Us

If you have questions about a refund, cancellation, or order issue, please contact us:

Please have your order number and receipt available when contacting us about an order.

Mamacitas reserves the right to update this Refund & Cancellation Policy from time to time. Any updated policy will be posted on this website with the revised effective date.