1. Overview
This policy explains section 4 of our Terms & Conditions (Refunds and Cancellations) in more detail. If anything here differs from the Terms, the Terms apply.
2. Cancelling an order
- You may cancel an order before food preparation has started by contacting the restaurant directly. Each location’s phone number is on its location page.
- In the Santa Fe app, a signed-in customer can also cancel their own order while it still shows Received — before the kitchen starts preparing it. A full refund to the original payment method is then requested automatically.
- Once preparation has begun, cancellations may not be possible.
- Scheduled (order-ahead) orders follow the same rules.
3. If we cancel your order
If we cancel your order (due to inventory, technical issues, or other reasons), you will receive a full automatic refund. Your order page shows the order as cancelled, with the reason. Signed-in app customers also get a notification, and guests get an email.
4. Requesting a refund
You may request a refund for the following:
- Incorrect or missing items in your order.
- Items prepared incorrectly (wrong customization, missing modifiers).
- Quality issues (food not fresh, food spoiled, etc.).
- Order not received within 30 minutes of the estimated delivery time.
To request a refund, contact us through the in-app Support chat or email onlineorder@santafeburritogrill.com with your order number and a description of the issue. Refund requests must be submitted within 24 hours of the order time. Your order number is shown on your order page and in your confirmation email.
5. How refunds are paid
- Eligible refunds are issued to your original payment method.
- Processing typically takes 3–7 business days to appear on your statement.
- For partial refunds (e.g., one missing item from a multi-item order), only the affected items will be refunded.
- If you paid part of the order with a Santa Fe gift card, the gift card’s share of a refund is returned to that gift card.
- Your order page shows Refunded or Partially refunded once a refund is issued.
- Rewards points earned on an order are removed when the order is refunded — all of them for a full refund, or a matching share for a partial refund. See the Rewards Program Terms.
6. Delivery orders
- Deliveries are made by Uber Direct couriers, but delivery problems are handled by Santa Fe support — contact us, not Uber.
- If Uber Direct or the courier cancels a delivery before it reaches you, your order is cancelled and a full refund to your original payment method is issued automatically.
- If a delivery cannot be completed and is returned to the restaurant, your order page tells you to contact Santa Fe support so we can review it.
- Orders not received within 30 minutes of the estimated delivery time qualify for a refund request under section 4.
7. Catering & food truck
- To change or cancel a catering order, contact the restaurant. Cancelling a catering order in the app is not available within 24 hours of the event.
- Food truck bookings are paid online when you book: a 20% booking deposit, or the full amount when the event is less than 7 days away. The balance is due 7 days before the event and is paid online with the private link we email you (or from your order page). The payment schedule is shown, and must be accepted, before you pay.
- The 20% booking deposit is non-refundable. If you cancel 14 or more days before the event, everything you paid beyond the deposit is refunded; 3 to 13 days before the event, 50% of what you paid beyond the deposit is refunded; less than 3 days before the event, no refund. Food truck bookings are cancelled by contacting the restaurant, and refunds are issued to your original card by our team.
8. What is not refundable
- Orders successfully delivered and consumed (refund requests must be made before the food is consumed).
- Orders where customer-provided information (delivery address, phone number) was incorrect, causing failed delivery.
Section 4 of our Terms & Conditions lists every non-refundable item.
9. Gift cards
Gift card purchases and balances are covered by our Gift Card Terms.
10. Contact
Order issues and refund requests: onlineorder@santafeburritogrill.com or the in-app Support chat. You can also call us at (781) 629-3282.