Refund Policy

At Dion's Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

1. Our Commitment to Customer Satisfaction

Dion's Pizza takes great pride in the quality of our food and service. If you are not completely satisfied with your order, we encourage you to reach out to us promptly so we can make things right. Our goal is to resolve every concern in a fair, timely, and transparent manner consistent with applicable consumer protection standards under the Federal Trade Commission (FTC) Act and the applicable laws of the state where your transaction occurs.

This policy applies to all orders placed through our website at dionspizza.rest, by phone, in-store, or through any authorized third-party delivery platform affiliated with Dion's Pizza.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Your order was significantly different from what you ordered (wrong items, missing items, or incorrect customizations).
• Your food arrived in an unacceptable condition — for example, severely undercooked, spoiled, or contaminated.
• Your order was never delivered, despite confirmation of placement and payment.
• You were charged an incorrect amount or charged multiple times for the same order.
• The order was significantly delayed beyond the estimated delivery or pickup time and you no longer wished to receive it.
• A technical error on our website or ordering system resulted in an unintended transaction.

Refund eligibility is assessed on a case-by-case basis. Dion's Pizza reserves the right to request reasonable evidence (such as photos of the food received) to substantiate a refund claim before processing.

3. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed food items: Orders or portions of orders that have been substantially consumed are not eligible for a refund.
• Correct orders that meet specifications: If your order was prepared exactly as specified and delivered in proper condition, refunds will not be issued due to a change of mind.
• Delivery fees: Delivery charges are generally non-refundable unless the non-delivery was due to an error on Dion's Pizza's part.
• Third-party platform orders: If your order was placed and processed entirely through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to that platform in accordance with their own refund policies.
• Promotional or complimentary items: Free items provided as part of a promotion or loyalty reward are not eligible for cash refunds.
• Customized special orders: Orders placed with specific customizations that deviate from standard menu items may not be eligible for refunds unless the customization was incorrectly executed.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us by email at [email protected] or visit our website at dionspizza.rest.
2. Step 2 – Provide Order Details: Include the following information in your refund request:
   • Your full name and contact information
   • Your order number or confirmation code
   • Date and time of the order
   • Description of the issue you experienced
   • Payment method used
3. Step 3 – Submit Supporting Evidence (if applicable): If the issue involves food quality, incorrect items, or missing items, please attach clear photographs of the order received. This helps us investigate and resolve your claim more efficiently.
4. Step 4 – Review and Response: Our team will review your request within 1–3 business days and respond to you with a decision or a request for additional information.
5. Step 5 – Resolution: If your refund is approved, we will process it according to the payment method used and within the timeframes outlined in Section 6 below. You will receive a confirmation notification once the refund has been issued.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your payment method:

Please note that banking institutions may have their own processing windows, which can affect when refunded funds appear in your account. Dion's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• You consumed a substantial portion of the order before discovering an issue.
• The issue was related to an optional add-on or customization rather than the primary item.
• The total order value is disputed for only certain line items.

The amount of a partial refund will be calculated based on the value of the affected item(s) as reflected in your original order. Dion's Pizza will clearly communicate the partial refund amount to you before processing.

8. Exchange Policy

As a food service business, Dion's Pizza operates under strict food safety regulations. Because of the perishable nature of our products, traditional item-for-item exchanges are generally not possible once an order has left our kitchen. However, we are committed to making things right in the following ways:

• Replacement orders: If your order was incorrect or missing items, we may, at our discretion and subject to availability, prepare and deliver a replacement for the affected items.
• Store credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent value, which can be applied to a future order at Dion's Pizza.
• Vouchers or discount codes: In some cases, we may issue a discount voucher as part of our goodwill resolution process.

Exchanges or replacements are subject to the same eligibility conditions and timeframe requirements outlined in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Our ability to accommodate cancellations depends on how quickly you act after placing your order:

9.1 Online and Phone Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund. Contact us immediately at [email protected].
• After 5 minutes: If your order has already entered preparation, cancellations may not be possible, and a refund may be denied or reduced to reflect preparation costs.
• After the order has been dispatched for delivery: Cancellations are not accepted once your order is out for delivery.

9.2 In-Store Orders

In-store orders that have been confirmed and sent to the kitchen cannot be cancelled once preparation has begun. Please ensure that your order is correct before confirming it with our staff.

9.3 Pre-Orders and Scheduled Orders

Pre-orders or scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund. Cancellations made less than 1 hour before the scheduled time may result in a partial refund or store credit only.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dion's Pizza provides the following escalation process:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team or management. To do so, reply to the response you received and clearly state that you wish to escalate the matter. We will aim to provide a final internal decision within 5 business days of escalation.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute unauthorized or incorrect charges with your credit card issuer or bank. We encourage you to first attempt resolution directly with Dion's Pizza before initiating a chargeback. However, we fully respect your rights under applicable consumer protection laws, including the Fair Credit Billing Act (FCBA) and applicable regulations enforced by the Federal Trade Commission (FTC).

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may contact the following:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs

10.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, both parties may agree to seek informal mediation through a mutually agreed-upon neutral mediator before pursuing any formal legal proceedings. Dion's Pizza is committed to good-faith resolution of all disputes.

11. Policy Updates

Dion's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at dionspizza.rest with an updated effective date. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the information below:

Our customer support team is available to assist you. We strive to respond to all refund-related inquiries within 1–3 business days.