Refund Policy

At Dions, we are committed to delivering exceptional food and a satisfying customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timeframes that govern refund and cancellation requests for orders placed through our website at pizzdions.rest or through any other ordering channel we operate.

We encourage you to read this policy carefully before placing an order. By completing a purchase with Dions, you acknowledge and agree to the terms described herein. If you have any questions, our customer service team is always available to assist you.

1. General Refund Philosophy

As a food service business, Dions operates in an industry where products are perishable and prepared fresh upon order. Our primary goal is your satisfaction. We handle every refund and complaint request on a case-by-case basis, guided by fairness, food safety standards, and applicable consumer protection laws in the United States, including protections afforded under the Federal Trade Commission (FTC) Act.

We reserve the right to approve, deny, or offer partial refunds depending on the nature of the issue, the time elapsed since the order was placed, and the evidence provided by the customer.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong food item, wrong size, wrong ingredients).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Order Not Delivered: Your delivery order never arrived, and the issue has been verified.
• Significant Delay: Your order was delivered significantly later than the quoted time and the food was no longer suitable for consumption as a result.
• Duplicate Charges: You were charged more than once for a single order due to a technical or payment processing error.
• Order Canceled by Dions: We were unable to fulfill your order due to operational issues, ingredient unavailability, or other internal reasons.

Refund eligibility does not apply to situations where:

• The customer simply changed their mind after the order was prepared or dispatched.
• The order was placed incorrectly by the customer and no errors occurred on our part.
• The customer provided an incorrect delivery address.
• Food was consumed or partially consumed before a complaint was raised without valid cause.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may be denied. We strongly encourage you to contact us as soon as you identify a problem with your order.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Delivery fees: Delivery and service fees are non-refundable unless Dions is at fault for a failed delivery.
• Tips and gratuities: Any tips paid to delivery personnel or staff are non-refundable.
• Promotional or discounted items: Items purchased using special discount codes, coupons, or promotional offers may have limited or no refund eligibility.
• Customized orders: Items that were specifically customized per your request (special toppings, allergy modifications, etc.) are not refundable unless the customization was not honored correctly.
• Consumed food: Food that has been substantially consumed without a valid quality complaint is not eligible for a refund.
• Gift cards and loyalty credits: These are generally non-refundable once issued.

5. How to Request a Refund — Step-by-Step

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the problem
   • Photos of the issue (if applicable, such as incorrect or damaged food items)
2. Step 2 — Contact Dions Customer Service: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: pizzdions.rest
3. Step 3 — Submit Your Request: Clearly describe the issue and provide all relevant information, including your order number, the specific items in dispute, and any supporting photos or documentation.
4. Step 4 — Review and Response: Our team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: If your refund request is approved, we will notify you of the refund amount, method, and expected processing time. If denied, we will provide you with an explanation.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account depends on your original payment method:

Please note that processing times are estimates and may vary depending on your financial institution. Dions is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only some items in your order were missing or incorrect, and the rest of the order was satisfactory.
• The food quality issue affected only a portion of your order.
• A delivery was significantly delayed but the food was still partially acceptable upon arrival.
• A promotional discount or coupon was applied to the original order, reducing the refundable amount accordingly.
• The customer contributed to the issue (e.g., provided an incomplete address causing a delay), but Dions also bears some responsibility.

The amount of a partial refund will be determined at our discretion, based on the specifics of each situation. We will communicate the refund amount clearly and provide reasoning if requested.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we generally do not facilitate traditional exchanges. However, in certain situations, we may offer the following alternatives:

• Order Re-preparation: If an incorrect item was delivered and you are still within our service area and operating hours, we may offer to re-prepare and deliver the correct item at no additional charge.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items, which can be used on a future order.
• Complimentary Item: In certain cases, as a goodwill gesture, we may offer a complimentary item on a future visit or order.

Exchange and replacement requests are subject to availability and operating hours. We will make every effort to accommodate your needs in a timely and satisfactory manner.

9. Cancellation Policy

We understand that plans change. Please review our cancellation guidelines below:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us as quickly as possible after placing the order.
• After Preparation Has Begun: Once your order is being prepared, cancellations are generally not accepted and refunds will not be issued. Food preparation begins shortly after order confirmation.
• After Dispatch for Delivery: Once your order has been dispatched for delivery, cancellations will not be accepted.

9.2 Catering and Large Group Orders

For catering orders or large group orders, the following cancellation timeframes apply:

• More than 48 hours before scheduled delivery/pickup: Full refund issued.
• 24–48 hours before scheduled delivery/pickup: 50% refund issued; the remaining balance may be converted to store credit.
• Less than 24 hours before scheduled delivery/pickup: No refund. The order will be fulfilled as scheduled.

9.3 Cancellations Initiated by Dions

If we are unable to fulfill your order due to ingredient shortages, operational issues, or other unforeseen circumstances, we will notify you promptly and issue a full refund. We will also do our best to offer an alternative solution where possible.

10. Dispute Resolution Process

We are committed to resolving any issues fairly and efficiently. In the event that you are not satisfied with the outcome of a refund request, the following dispute resolution process applies:

1. Internal Escalation: Contact us at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original refund request details and the reason for escalation.
2. Formal Written Complaint: If the escalated review does not resolve your concern, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." We will acknowledge your complaint within 2 business days and provide a final written decision within 7 business days.
3. Third-Party Mediation: If you remain unsatisfied after our internal resolution process, you may seek assistance from a neutral third-party mediator. Both parties agree to participate in good faith mediation before pursuing any legal remedies.
4. Consumer Protection Resources: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's Attorney General office for consumer protection assistance. Customers in California also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data.
5. Chargeback: As a last resort, if all other resolution methods have been exhausted, you retain the right to dispute a charge with your bank or credit card issuer. However, we strongly encourage direct resolution first, as chargebacks can take significantly longer to resolve.

11. Tips for a Smooth Refund Experience

To help ensure your refund request is processed as quickly and smoothly as possible, we recommend the following:

• Always retain your order confirmation email or receipt.
• Take photographs of any food quality issues immediately upon discovery.
• Contact us as soon as possible — the sooner we know about an issue, the faster we can resolve it.
• Be specific and detailed when describing your issue.
• Remain respectful in all communications — our team is dedicated to helping you and will work diligently to resolve your concern.

12. Policy Amendments

Dions reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizzdions.rest. It is your responsibility to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact us using the information below. Our customer service team is ready to assist you promptly and professionally.

We value your business and your trust in Dions. Our goal is to make every interaction — including those involving refunds — as smooth, fair, and respectful as possible. Thank you for choosing Dions.