Refund Policy

Last Updated: June 12, 2026

1. Introduction

At Dions, we are committed to delivering fresh, high-quality food products and an exceptional customer experience with every order. We understand that there may be occasions when an order does not meet your expectations, arrives incorrectly, or encounters other issues. This Refund Policy has been established to ensure a fair, transparent, and consistent process for resolving such situations.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We strive to handle all refund requests promptly and equitably.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong food items, missing items, or wrong quantities).
• Quality Issues: The food delivered was of unacceptable quality, including but not limited to items that were undercooked, overcooked, spoiled, or otherwise inedible upon delivery or pickup.
• Foreign Objects: The food contained foreign objects or materials not associated with the intended ingredients.
• Allergic Reactions: You experienced an allergic reaction due to undisclosed or incorrectly listed allergens in your order, provided you notified us of your allergies at the time of ordering.
• Non-Delivery: Your order was confirmed and paid for but was never delivered or made available for pickup.
• Significant Delay: Your order was delivered significantly later than the estimated time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refunds will not be granted under the following circumstances:

• Change of mind after the order has been prepared or dispatched.
• Personal taste preferences that were not communicated at the time of ordering.
• Errors in the delivery address provided by the customer.
• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Dissatisfaction with portion size when the item was accurately described on our menu.

3. Timeframes for Refund Requests

To ensure all refund requests can be properly investigated, we require that requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Certain items and charges are non-refundable under this policy. These include:

• Delivery Fees: Delivery and service fees charged at the time of order are non-refundable unless the non-delivery was caused by an error on our part.
• Promotional or Discounted Items: Items purchased at a deeply discounted rate under special limited-time promotions may be non-refundable. Any such restriction will be clearly disclosed at the time of purchase.
• Customized Orders: Orders with extensive customizations or special requests that were correctly prepared according to the customer's specifications are not eligible for refunds based on dissatisfaction with those specifications.
• Gift Cards and Store Credits: Gift cards and promotional credits issued by Dions are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Deposits made for catering orders or large group orders are non-refundable once the preparation process has commenced.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow these steps:

1. Gather Your Information: Before reaching out, please have the following details ready:
   • Your full name and contact information
   • Order number or confirmation reference
   • Date and time of your order
   • Description of the issue with as much detail as possible
   • Photographic evidence, if applicable (e.g., images of the incorrect or unsatisfactory items)
2. Contact Our Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: dionspizza-fresh.rest
3. Provide Required Details: Clearly state in your message that you are requesting a refund and provide all relevant information, including your preferred resolution (full refund, partial refund, replacement order, or store credit).
4. Submit Supporting Evidence: If you have photographs or any other evidence supporting your claim, please attach these to your initial message or email to help expedite the review process.
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and provide you with a reference number for your case.
6. Review and Decision: A member of our team will review your request and all submitted evidence. We aim to provide a final decision within 3–5 business days of receiving your complete request.
7. Refund Issued: If your refund is approved, it will be processed according to the applicable processing times outlined in Section 6 below.

6. 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 depend on your original payment method:

Please note that while we process refunds promptly on our end, additional delays may occur due to your bank or financial institution's processing times, which are beyond our control. If you have not received your refund within the stated timeframe, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only some items in a multi-item order were incorrect, missing, or unsatisfactory.
• The food quality was partially acceptable — for example, certain items in a combo order were prepared correctly while others were not.
• The order was significantly delayed but eventually delivered in acceptable condition.
• The customer consumed a portion of the order before identifying the issue.
• A catering or large group order was partially fulfilled correctly while other elements did not meet specifications.

The amount of a partial refund will be determined on a case-by-case basis following a review of the evidence provided. Our team will communicate the proposed refund amount clearly and provide an explanation for the decision.

8. Exchange Policy

Where a refund may not be the most suitable resolution, Dions may offer an exchange or replacement in the following circumstances:

• Incorrect Items: If you received the wrong food items and they remain unopened or untouched, we may be able to dispatch the correct order at no additional charge, subject to availability and operational capacity at the time of the complaint.
• Quality Issues: If the food quality was unacceptable and reported promptly, we may offer to prepare and deliver a fresh replacement order.
• Missing Items: If items were missing from your order, we will either add the missing items to your next order at no charge or issue a store credit equivalent to the value of the missing items.

Exchanges are subject to our operational hours and may not always be possible depending on the time of your complaint. In such cases, a refund or store credit will be offered instead. Customers are not required to accept an exchange in lieu of a refund if one is not their preferred resolution, and we will work with you to find a satisfactory solution.

9. Cancellation Policy

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

9.1 Standard Orders

• Before Preparation Begins: Orders cancelled before preparation has commenced are eligible for a full refund. Given the nature of our food preparation process, the window to cancel an order may be very short — typically within 5 minutes of placing the order.
• After Preparation Has Begun: Once our kitchen team has started preparing your order, cancellations may not be accepted, or a cancellation fee may apply to cover the cost of ingredients and labor already committed.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. Please contact our support team and we will do our best to accommodate your request on a case-by-case basis.

9.2 Pre-Orders and Scheduled Orders

For orders placed in advance or scheduled for a future date or time, cancellations are accepted up to 2 hours before the scheduled preparation time for a full refund. Cancellations made within 2 hours of the scheduled preparation time may be subject to a partial refund or cancellation fee.

9.3 Catering and Large Group Orders

Catering orders and large group orders require advance notice for cancellation:

• Cancellations made 72 hours or more before the scheduled event: Full refund minus any non-recoverable supply costs already incurred.
• Cancellations made between 24–72 hours before the event: Up to 50% refund.
• Cancellations made less than 24 hours before the event: No refund will be issued, as ingredients and resources will have been fully committed.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Dions provides a structured dispute resolution process to ensure all concerns are addressed fairly.

10.1 Internal Escalation

If you believe your refund request was not handled correctly or you disagree with the decision provided, you may escalate your complaint by:

1. Sending a written escalation request to [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]".
2. Including a clear explanation of why you disagree with the initial decision and any additional supporting information.
3. Our management team will review escalated disputes within 5–7 business days and provide a final written response.

10.2 External Dispute Resolution

If your dispute cannot be resolved through our internal process, you may have the right to pursue the following external remedies under applicable United States law:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe deceptive or unfair trade practices have occurred.
• State Attorney General: You may file a complaint with your state's Attorney General office regarding consumer protection concerns.
• Better Business Bureau (BBB): You may submit a complaint to the Better Business Bureau at www.bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card and believe you are entitled to a refund that we have refused, you may contact your card issuer to initiate a chargeback process. Please note that chargebacks are subject to your card issuer's policies and applicable banking regulations.
• Small Claims Court: For disputes involving amounts within the jurisdictional limits of your local small claims court, you may seek resolution through that venue.

11. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or dispute escalations, please contact our customer service team using the information below:

Our customer service team is available during regular business hours. We aim to respond to all refund and complaint inquiries within 1–2 business days. For urgent matters, such as food safety concerns or severe allergic reactions, please contact us immediately via email and clearly mark your message as urgent.

12. Policy Updates

Dions reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

This policy was last reviewed and updated on June 12, 2026.