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Refund Policy

Last updated: July 7, 2026 · Abraham Oviedo Services, LLC DBA Big Asere

Our Commitment to You

We want every Big Asere experience to be great. When something goes wrong — whether it's a delivery issue, a missing item, or a restaurant that couldn't fulfill your order — we will work to make it right. This policy explains exactly what to expect.

Table of Contents

  1. Refund Tiers
  2. How to Request a Refund
  3. Processing Time
  4. Stripe & Payment Returns
  5. Exceptions
  6. Disputes & Escalation
  7. FTC Notice & Consumer Rights
  8. Contact

1. Refund Tiers

Our refund eligibility depends on the situation. Here is a clear breakdown:

Delivery times are estimates, not guarantees. Late delivery alone is not eligible for a refund.

✅

Order Never Delivered → Full Refund

If your order was paid for but never arrived and the restaurant confirmed it was picked up, you are entitled to a full refund of the order total including delivery fee. Processed within 3–5 business days.

📦

Items Missing from Order → Partial Refund

If items you paid for were missing from your delivery, we will issue a partial refund for the value of the missing items. Please report within 1 hour of delivery with your order number.

🔄

Wrong Items Received → Full Item Replacement or Partial Refund

If you received incorrect items, we will work with the restaurant to offer a replacement or a partial refund for the incorrect items. Contact us within 1 hour of delivery.

🚫

Cancelled Before Restaurant Accepts → Full Refund

If you cancel your order before the restaurant has accepted it, you receive a full refund of everything paid, including the delivery fee.

❌

Cancelled After Restaurant Begins Preparation → No Refund

Once the restaurant has accepted and begun preparing your order, the food cost has already been incurred. No refund is available for customer-initiated cancellations at this stage.

🏪

Restaurant Closed / Unable to Fulfill → Full Refund

If the restaurant is closed or unable to fulfill your order after you've paid, you will receive a full refund automatically, including delivery fee.

⚡

Duplicate Order Placed Accidentally → Full Refund

If you accidentally placed a duplicate order, report it within 5 minutes of placing the order at support@bigasere.com. We'll cancel the duplicate and issue a full refund.

2. How to Request a Refund

To initiate a refund request, follow these steps:

1

Email support@bigasere.com with the subject line: "Refund Request #[Your Order Number]"

2

Include your name, phone number, order number, and a description of the issue.

3

Photos of incorrect or missing items are helpful but not required.

4

Alternatively, use our live support at Support & Contact for the fastest response.

3. Processing Time

Once your refund request is approved, refunds are processed within 3–5 business days back to your original payment method.

Refund review decisions are typically communicated within 24–48 hours of receiving your request.

4. Stripe & Payment Returns

All refunds are processed through Stripe, our payment processor. Once we initiate a refund in Stripe, the timeline is:

  • Stripe processes the refund immediately upon our initiation
  • Your bank or card issuer may take an additional 2–10 business days to post the refund to your account
  • Credit card refunds typically appear within 5–10 business days
  • Debit card refunds may appear within 2–5 business days

If you don't see your refund after 10 business days, please contact your bank before reaching out to us, as processing times vary by institution.

5. Exceptions

  • Promotional codes: Discount or promo codes applied to an order are non-refundable. The refund will reflect the amount actually charged, net of any discount.
  • Loyalty points: Points earned on a refunded order will be reversed or adjusted proportionally.
  • Delivery fees: Delivery fees may or may not be included in partial refunds depending on the nature of the issue.
  • Tips: Tips paid to drivers are non-refundable as they go directly to the driver.

5b. Cash Refunds & Human Support (FTC 2026)

  • Full cash refunds to the original method: Eligible refunds (order never delivered, wrong, incomplete, or driver cancels after pickup) are issued as a full refund to your original payment method — NOT as store credit. Refunds include food cost, taxes, and tip where applicable.
  • Partial refunds: If an order is only partially wrong, you receive a partial refund proportional to the affected items.
  • Human agent access: If our automated refund system fails or you disagree with it, you have the right to reach a human support agent at support@bigasere.com (FTC 2026).
  • Anti-abuse: To prevent fraud, a maximum of 3 refunds per account within any 6-month period applies. Refunds do NOT apply where: the customer entered an incorrect address, the customer was unavailable at delivery, or the customer changed their mind after pickup.

Process: contact support within 48 hours → verification → refund issued in 5–10 business days.

6. Disputes & Escalation

If you are not satisfied with our refund decision, you may escalate your case by emailing support@bigasere.com with subject "Refund Escalation #[Order Number]" and a detailed explanation of your concern.

We review all escalations within 3 business days and aim to reach a fair resolution. Our goal is always to make you whole when things go wrong on our end.

7. FTC Notice & Consumer Rights

This Refund Policy does not limit your statutory rights under Nebraska consumer protection law or applicable federal consumer protection law, including the FTC Act. If you believe your consumer rights have been violated, you may contact the Federal Trade Commission at reportfraud.ftc.gov or the Nebraska Attorney General's Office at ago.nebraska.gov.

8. Contact

To submit a refund request or get support:

Email: support@bigasere.com

Subject line: "Refund Request #[Order Number]"

Live support: Support & Contact (fastest response)