Terms of Service

Dear Customers,

By registering on our website, ordering our products, or otherwise providing us with personal data (email, phone number, etc.), it will be considered that you have accepted our Terms of Business and Privacy Policy and thereby agreed to the conclusion of a sales contract for our products and services within the meaning of Articles 32 and 33 of the Law on Obligations of the Republic of Serbia. Likewise, it will be considered that you have given your explicit consent for us to inform you about our assortment and promotions via email and other means of electronic communication, in accordance with Article 38 of the Consumer Protection Law.

These Terms of Business apply to all services we provide or products we deliver, whether in our restaurants, ordered by phone, via our website www.burritomadre.com, or through our web and mobile applications.

Please read these Terms of Business carefully before ordering our products, as they will apply to your orders. By using our website and ordering our products, you agree to be bound by these Terms. If you do not accept these Terms, you should not order our products. If you have any questions regarding these Terms, please contact us via our contact form before placing an order. Above all, please take the time to read this document carefully, as it contains important provisions that apply to you.

Ordering and Acceptance of Orders

These Terms of Sale apply to all orders received from consumers. Consumers place orders in accordance with our product offering (the full assortment is available on our website at www.burritomadre.com) and in accordance with these Terms.

To register on our platform, you must be at least 15 years old. You are not permitted to order products on our website if you are under 15 years of age.

You are solely responsible for the accuracy and completeness of the information provided during registration. If any of your registration details change, please update your user account as soon as possible.

Acceptance of your order occurs at the moment you receive confirmation on your screen (depending on the device used) that your order has been successfully placed and accepted by us. At that moment, a contract is concluded between you and us. Prior to that moment, we are under no obligation to deliver products without providing any explanation.

Please ensure that the email address, delivery address, and phone number provided during ordering are accurate. If you place an order for self-pickup, please make sure you have selected the correct restaurant location where you wish to collect your order.

Product Delivery

Our goal is to deliver your order as quickly as possible, and no later than 60 minutes from order confirmation. If your order arrives after 60 minutes, you have the right to refuse acceptance and request a full refund. Factors such as poor weather conditions or traffic congestion may occasionally prevent timely delivery. In cases where we anticipate a delay, we will request your consent to extend the delivery time.

You agree to receive the ordered products at the specified time and delivery location provided by you. If you are not present at the delivery address at the time of delivery, we are not obliged to issue a refund and will charge the full amount of the order.

We can fulfill large-volume orders; however, we recommend contacting us in advance to specify quantities. Delivery services are available only in certain areas where we operate. If you reside outside designated delivery zones, delivery will not be possible, but you may always collect your order in person at one of our restaurants.

We do not accept orders for cities or areas where we do not have a restaurant. For safety reasons, deliveries to office buildings, hotels, etc. will be made only to main entrances or reception areas.

To qualify for delivery, your order must include at least one product from the BURRITO category.

Order Cancellation or Modification

You may cancel your order by phone using the number listed on our website:

a) For same-day orders, cancellation is possible within a reasonable time before preparation begins.

b) For advance orders (one or more days ahead), cancellation must be made at least 4 hours before the scheduled delivery time.

If you cancel after preparation has begun, the full order amount will be charged with no refund.

Order modifications are possible within a reasonable time before preparation begins; otherwise, we reserve the right to charge both the original and modified orders.

If payment was made by credit or debit card, reserved funds will be released within 24 hours on business days or the next business day.

We reserve the right to cancel any order at any time, before or after acceptance, and will notify you immediately. You will not be charged for orders canceled by us, and any payments will be refunded via the original payment method.

Products

All products are subject to availability. If an ordered product is unavailable, we may offer a reasonable substitute of similar quality and price or contact you to select an alternative.

If you have food allergies, please specify them in the Notes section when ordering online, inform us by phone when ordering by phone, or notify staff when ordering in-store.

We offer vegetarian options but do not have dedicated preparation areas for vegetarian or vegan food. Please inform staff so cross-contamination risks can be minimized.

We take great care in preparation but cannot guarantee that all bones are removed from meat products. Some ingredients may have been previously frozen.

Certain sauces and sides may be spicy, hot, or acidic. Consumers accept that SQUADRA GROUP d.o.o. bears no responsibility for consequences resulting from their consumption.

Product images are for illustrative purposes only and actual products may vary slightly in appearance or size.

Complaints Procedure

Products sold through our online store are accompanied by legally required documentation. Complaints can be submitted via [email protected] or +381 11 303 74 50. SQUADRA GROUP d.o.o. is not responsible for customer errors or incorrectly ordered products.

Refunds and Returns

In case of withdrawal from purchase, consumers are entitled to a refund or exchange, provided the product is returned undamaged. Return costs are borne by the customer, except in cases of defective or incorrect items.

Promotions

All promotions are limited and may be withdrawn without prior notice.

Transfer of Risk

Risk transfers to the customer upon receipt of products. Please check your order upon delivery.

Currency Conversion Statement

All payments are made in RSD. Foreign card transactions are converted according to National Bank of Serbia exchange rates.

Payment Method Registration and Security

Card data is tokenized and stored securely on PCI-DSS Level 1 certified servers. Merchants never access card details.

Pricing and Payment

All prices include VAT unless stated otherwise. Delivery is free for orders of 1,000 RSD or more; otherwise, a delivery fee of 250 RSD applies.

Liability Limitation

SQUADRA GROUP d.o.o. is not liable for indirect losses or delays caused by circumstances beyond reasonable control.

Written Communication

By using our website, you agree to electronic communication. Contact is available via our website contact form.

Force Majeure

We are not liable for failure to perform obligations due to force majeure events beyond our control.

Changes to These Terms

We reserve the right to modify these Terms at any time. The version valid at the time of ordering applies.

Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Serbia. The competent court is in Belgrade.