Refund Policy

At Dion's Pizzas, we are committed to delivering the highest quality food and customer experience. We understand that sometimes things do not go as expected, and we want to ensure our customers feel confident and protected when ordering from us. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled, and how you can request assistance if you encounter an issue with your order.

Please read this policy carefully before placing an order through our website at dionspizzas.digital or through any other ordering channel we operate. By placing an order with Dion's Pizzas, you agree to the terms set forth in this Refund Policy.

1. Eligibility Conditions for Refunds

We strive to prepare every order with care and accuracy. However, we recognize that errors can occur. You may be eligible for a full or partial refund under the following circumstances:

• You received an order that was significantly different from what you placed (wrong items, missing items, or incorrect preparation).
• Your order arrived in a condition that made it unfit for consumption (e.g., food was severely damaged, contaminated, or spoiled due to our error).
• Your order was not delivered within a reasonable timeframe and was not received at all.
• You were charged an incorrect amount or charged more than once for the same order (billing errors).
• Your order was canceled by Dion's Pizzas due to operational issues, ingredient unavailability, or service disruptions on our end.
• A promotional discount, coupon, or offer was not properly applied to your order at checkout.

To be eligible for a refund, you must report the issue within the timeframes specified in Section 2 below. Refund requests that fall outside the eligibility window or do not meet the conditions listed above may be denied at our discretion.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Refund requests submitted outside these timeframes will be reviewed at Dion's Pizzas' sole discretion and may not be honored. We encourage customers to inspect their orders immediately upon receipt.

3. Non-Refundable Items and Situations

While we do our best to accommodate refund requests, the following items and situations are generally not eligible for refunds:

• Consumed or partially consumed food items: If a significant portion of the food has been eaten and you then claim dissatisfaction solely based on taste preferences, a refund will not be issued.
• Change of mind: Refunds will not be issued because you changed your mind after an order has been prepared or is in transit.
• Incorrect delivery address: If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, no refund will be issued.
• Failure to collect a pickup order: If you placed a pickup order and did not collect it within the designated pickup window, the order will not be eligible for a refund.
• Customization errors made by the customer: If a customer placed an order with specific customizations and the order was prepared as requested, but the customer later regrets their selection, this is not eligible for a refund.
• Delivery delays caused by third parties: Delays due to traffic, weather conditions, or third-party delivery service issues outside our direct control are generally not grounds for a refund, though we will review such cases individually.
• Promotional or discounted items: Items purchased as part of a special promotion, bundle deal, or at a deeply discounted rate may be non-refundable unless there is a verifiable quality issue.
• Gift cards and digital vouchers: Once purchased and issued, gift cards and digital vouchers are non-refundable and cannot be exchanged for cash.

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

To ensure your refund request is handled as quickly and efficiently as possible, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time the order was placed and received
   • A clear description of the issue
   • Photographs or screenshots, if applicable (strongly recommended for food quality or wrong item claims)
2. Step 2 – Contact Us: Reach out to our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: dionspizzas.digital (use the Contact or Support form)
3. Step 3 – Submit Your Request: In your message, clearly state that you are requesting a refund. Include all the information gathered in Step 1. The more detail you provide, the faster we can process your request.
4. Step 4 – Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions or request further documentation.
5. Step 5 – Review and Decision: Once we have all the necessary information, we will review your case and notify you of our decision within 3–5 business days. If your refund is approved, we will initiate the process immediately.
6. Step 6 – Refund Issued: Approved refunds will be processed according to the payment method used (see Section 5 for processing times).

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will vary depending on the payment method used at checkout:

Please note that while we initiate the refund promptly upon approval, we do not control your bank or payment provider's processing timelines. If you have not received your refund after the timeframe indicated above, please contact your bank or payment provider directly before reaching out to us.

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order had a quality issue (e.g., one pizza was incorrect out of a multi-item order).
• An item was missing from your order, but the rest of the order was received correctly.
• A delivery delay significantly impacted only part of your order.
• A discount or promotional offer was partially applied incorrectly.
• The food was partially consumed before the issue was identified, but evidence supports a genuine quality complaint.

The partial refund amount will be calculated based on the price of the affected item(s), including applicable taxes and any proportional delivery fees. Dion's Pizzas will communicate the proposed refund amount to you before processing, and you will have the opportunity to accept or dispute the assessment.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product and receiving another in its place) are generally not applicable. However, we do offer the following alternatives:

• Order Replacement: In cases where an incorrect item was delivered, we may offer to send the correct item to you at no additional charge, subject to availability and proximity of delivery. Replacements are subject to our current operating hours and capacity.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied toward your next order at Dion's Pizzas.
• Complimentary Items: As a gesture of goodwill in minor cases, we may offer complimentary items or discounts on future orders instead of a monetary refund.

Exchanges and replacements are subject to our team's assessment and operational feasibility at the time of the request. We will always endeavor to find the most satisfactory resolution for our customers.

8. Cancellation Policy

We begin preparing orders as soon as they are confirmed, so our ability to cancel an order depends on how quickly you contact us after placing it.

Customer-Initiated Cancellations

• Within 5 minutes of placing the order: If you contact us within 5 minutes of placing your order and it has not yet entered the preparation stage, we will cancel your order and issue a full refund.
• After 5 minutes or once preparation has begun: Cancellations are generally not possible once food preparation has started. In exceptional circumstances, we may offer store credit at our discretion.
• Orders already out for delivery: Orders that are already in transit cannot be canceled. You may refuse delivery, but no refund will be issued for refused deliveries unless there is a documented quality or safety concern.

Dion's Pizzas-Initiated Cancellations

In the event that we must cancel your order due to circumstances such as ingredient unavailability, equipment issues, staffing limitations, extreme weather conditions, or other operational disruptions, you will receive a full refund automatically. We will notify you of the cancellation and the reason via email or phone as soon as possible.

To request a cancellation, please contact us immediately at [email protected] or visit dionspizzas.digital.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through our structured dispute resolution process. As a food service business operating in the United States, we adhere to applicable consumer protection standards, including those enforced by the Federal Trade Commission (FTC) under the FTC Act.

Step 1 — Internal Escalation

If your initial refund request was denied or partially approved and you believe the decision was incorrect, contact us again at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Provide any additional documentation or context that supports your claim. A senior member of our team will review your case within 5 business days.

Step 2 — Payment Provider Dispute

If our internal resolution does not meet your expectations, you have the right to initiate a chargeback or dispute through your bank or payment provider. Please note that initiating a chargeback without first attempting to resolve the issue with us may result in a longer resolution process. We recommend exhausting our internal channels first.

Step 3 — Consumer Protection Bodies

If you believe your consumer rights have been violated, you may file a complaint with the following bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office or local consumer protection agency.

Step 4 — Mediation or Arbitration

For disputes that cannot be resolved through the above channels, both parties agree to attempt resolution through good-faith mediation before pursuing formal legal action. We are committed to fair and transparent resolution of all customer concerns.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you have rights protected under federal and state law. The FTC Act prohibits unfair or deceptive business practices, and we are fully committed to complying with all applicable regulations. If you believe any of our practices are unfair or deceptive, you are encouraged to report your concerns to the FTC or your state's consumer protection office.

For customers located in California, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA). Please refer to our Privacy Policy available at dionspizzas.digital for more information on your data rights.

11. Policy Updates

Dion's Pizzas reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at dionspizzas.digital. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer support team using the details below. We are here to help and will do our best to resolve your concern promptly and fairly.