Refund Policy

At Dions, we are committed to delivering the highest quality food and dining experience to every customer. We understand that sometimes things do not go as planned, and we want to make sure you are treated fairly. This Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at pizzadions.rest or through any other ordering channel.

By placing an order with Dions, you agree to the terms set forth in this Refund Policy. This policy is governed by the laws of the United States and applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Dions takes great pride in the quality of our food, ingredients, and service. We want every customer to enjoy their meal exactly as ordered. If for any reason your experience does not meet our standards, we encourage you to contact us promptly so we can resolve the issue in a fair, efficient, and transparent manner.

We review all refund requests on a case-by-case basis and strive to provide resolutions that are consistent, reasonable, and in compliance with applicable consumer protection laws in the United States.

2. Eligibility Conditions for Refunds

A refund may be granted under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergen Concerns: The order contained ingredients that were not listed and that conflict with a reported allergy or dietary restriction, provided the allergy or restriction was communicated at the time of ordering.
• Significant Delivery Delay: Your order was delivered substantially later than the estimated delivery time, causing the food to be unusable or unsatisfactory.
• Order Not Received: You did not receive your order despite confirmation of payment and dispatch.
• Technical or Billing Error: You were charged incorrectly due to a website or system error.
• Duplicate Charge: Your payment method was charged more than once for a single order.

Refunds will not be granted in situations where the customer simply changed their mind after the order was prepared or dispatched, unless otherwise outlined in Section 8 (Cancellation Policy) of this policy.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the applicable time window:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances, including:

• Orders that have been fully consumed without any documented issue reported prior to or during consumption.
• Promotional, discounted, or complimentary items received as part of a special offer, coupon, or loyalty reward.
• Delivery fees, service fees, and applicable taxes, unless the refund is the result of a business error on our part.
• Custom or specially prepared orders made according to unique customer specifications, once preparation has begun.
• Digital gift cards or vouchers once they have been redeemed.
• Orders where the dissatisfaction is based on subjective personal taste preferences rather than a verifiable defect or error.
• Orders where the customer provided incorrect delivery information resulting in failed or delayed delivery.

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

To request a refund from Dions, please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or through our website at pizzadions.rest within the applicable time window described in Section 3.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of purchase, delivery or pickup address, and a clear description of the issue you experienced.
3. Step 3 — Submit Supporting Evidence: Where applicable, attach photographs of the incorrect, missing, or unsatisfactory food items. Photos should be clear, timestamped if possible, and relevant to the issue being reported.
4. Step 4 — Specify Your Preferred Resolution: Let us know whether you are requesting a full refund, a partial refund, store credit, or a replacement order. While we will do our best to honor your preference, the final resolution is subject to our review and assessment.
5. Step 5 — Await Our Response: Our customer support team will review your request and respond within 2 business days. We may contact you for additional information if needed.
6. Step 6 — Receive Your Resolution: Once your request has been reviewed and approved, we will notify you of the approved refund amount and the method by which it will be processed.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual posting time to your account is determined by your bank or financial institution and may vary. Dions is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was received as expected.
• The customer consumed a portion of the order before reporting the issue.
• The issue reported is minor in nature and does not warrant a full refund based on our assessment.
• The order contained a mix of refundable and non-refundable items.
• A discount or promotional code was applied to the original order, in which case the refund amount will be adjusted to reflect the actual amount paid.

The determination of whether a partial or full refund is appropriate is made at the discretion of Dions management, based on a fair review of the circumstances. We will always communicate our reasoning clearly to the customer.

8. Exchange Policy

In lieu of a monetary refund, Dions may offer a replacement order or store credit in appropriate situations. Specifically:

• Replacement Orders: If you received the wrong item or an item was missing, we may offer to prepare and send the correct item as quickly as possible, subject to availability and operational capacity.
• Store Credit: If you prefer, we may issue store credit equivalent to the refund amount, which can be applied to a future order at Dions. Store credit does not expire and is non-transferable.
• Exchange Limitations: We are unable to exchange food items that have been partially or fully consumed, or items that show no verifiable defect or error.

Exchanges and replacements are subject to the same eligibility criteria and timeframes described in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us immediately at [email protected] or call us to request a cancellation.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations are generally not accepted. In exceptional circumstances, a partial refund or store credit may be offered at management's discretion.
• After Dispatch for Delivery: Once your order has been dispatched for delivery, cancellations are not accepted. If the order is not delivered, please refer to Section 2 (Order Not Received).

9.2 Pre-Orders and Catering Orders

For pre-orders or catering orders placed in advance:

• Cancellations made more than 48 hours before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled fulfillment time may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled fulfillment time are generally not eligible for a refund, as ingredients and preparation will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation to a senior member of our management team by contacting us at [email protected] and including the reference number of your original request. Escalated disputes will be reviewed within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your bank or credit card issuer if you believe you have been charged for goods or services not received or not as described. We ask that you first attempt to resolve the matter directly with us before initiating a chargeback, as we are committed to finding a fair resolution for all parties.

10.3 Consumer Protection Agencies

You also have the right to file a complaint with the following consumer protection agencies if you believe your rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC enforces consumer protection laws and regulations throughout the United States under the FTC Act.
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General's Consumer Protection Division.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America and the state in which Dions operates, without regard to its conflict of law provisions.

11. Changes to This Refund Policy

Dions reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzadions.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any posted changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please reach out to us through any of the following channels:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within 2 business days. When contacting us, please have your order number and relevant details ready to help us assist you as quickly as possible.