Refund Policy

Effective Date: March 25, 2026  |  Last Updated: March 25, 2026

1. Introduction

At Dions, we are committed to providing our customers with the highest quality food products and an exceptional ordering experience. We understand that sometimes things do not go as planned, and we have established this Refund Policy to ensure that all concerns are handled fairly, transparently, and efficiently.

This policy applies to all purchases made through our website pizzasdions.digital, by phone, or through any affiliated ordering platforms. As a food service business operating in the United States, we comply with applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy before placing your order, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

Due to the perishable nature of food products, refund eligibility is subject to specific conditions. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong items entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Ingredients: Your order contained an ingredient that you explicitly requested to be excluded due to a documented allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Significant Delivery Delay: Your delivery was significantly delayed beyond the estimated delivery time provided at checkout, resulting in the food being cold or inedible upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation (within eligible window): Your order was cancelled within the permitted cancellation period as defined in Section 8 of this policy.

Refund requests that do not fall within the above categories will be evaluated on a case-by-case basis at the sole discretion of Dions management.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been partially or fully consumed, except in cases of proven food quality issues.
• Changes of mind after the order has been prepared or dispatched for delivery.
• Customizations that were correctly prepared according to the specifications provided at checkout.
• Delivery fees, service fees, or tip amounts once an order has been fulfilled.
• Promotional or discounted items purchased as part of a limited-time offer (unless a qualifying issue exists under Section 2).
• Orders placed incorrectly by the customer (e.g., wrong address entered, wrong items selected) where Dions fulfilled the order as submitted.
• Gift cards, vouchers, or promotional credits once redeemed.
• Requests made outside the timeframes listed in Section 3.

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

If you believe you are entitled to a refund, please follow the steps below to initiate your request:

1. Step 1 — Gather Your Order Information: Have your order confirmation number, date and time of the order, the items ordered, and the payment method used ready before contacting us.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or substandard food item(s). This documentation will help expedite your request.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzasdions.digital
4. Step 4 — Provide Details: In your message, clearly describe the issue, include your order number, and attach any photographs or evidence supporting your claim.
5. Step 5 — Await Review: Our customer service team will review your request and respond within 1–2 business days. We may ask for additional information to process your request.
6. Step 6 — Confirmation: Once your refund request is approved, you will receive a confirmation email outlining the refund amount and the method by which it will be returned to you.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account will depend on your original payment method:

Please be aware that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the transaction to your account. Dions is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. This may apply in the following situations:

• Only a portion of your order was incorrect, missing, or substandard, while the remainder of the order was delivered accurately and satisfactorily.
• A food item was partially consumed before the issue was identified, and a full refund is not warranted based on the nature of the complaint.
• A discount or promotional offer was applied to the original order, in which case the refund will reflect only the amount actually paid for the affected item(s).
• A delivery was significantly delayed but the food was still consumable upon arrival.

The amount of any partial refund will be calculated based on the price of the specific affected item(s), including applicable taxes, and will be communicated to the customer prior to processing.

8. Cancellation Policy

We understand that circumstances can change. However, because our food is freshly prepared upon order, cancellation windows are limited. Please review our cancellation terms carefully:

8.1 Online and Phone Orders

• Cancellation before preparation begins: If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparing your food, you are entitled to a full refund.
• Cancellation after preparation has begun: Once food preparation has started, cancellations are generally not accepted, and no refund will be issued for the cost of the prepared food items.
• Delivery orders: If your order has already been dispatched for delivery, cancellation is not possible, and no refund will be issued for the food items.

8.2 Catering and Large Group Orders

For catering orders or bulk orders serving groups of 10 or more people, the following cancellation terms apply:

• Cancellation more than 48 hours before the scheduled delivery or pickup time: Full refund minus any non-refundable deposit.
• Cancellation between 24–48 hours before the scheduled time: 50% refund of the total order value.
• Cancellation less than 24 hours before the scheduled time: No refund will be issued.

To cancel an order, please contact us immediately via email at [email protected] or visit pizzasdions.digital.

9. Exchange Policy

Given the nature of food products, traditional item-for-item exchanges are handled differently than in retail settings. At Dions, we handle exchanges as follows:

• Wrong Item Received: If you received an incorrect item, we will arrange for the correct item to be prepared and delivered or made available for pickup as soon as possible, at no additional charge, provided the issue is reported within the timeframe outlined in Section 3.
• Order Replacement: In cases where food quality is significantly below our standards, we may offer to replace the item with a freshly prepared equivalent rather than issue a monetary refund. Replacement availability may depend on the time of day and kitchen capacity.
• Store Credit: In circumstances where a replacement is not possible, we may offer store credit equivalent to the value of the affected item(s) to be used on a future order.

Our goal is always to ensure you receive the quality and accuracy you expect. If you have concerns about an exchange, please contact our team directly.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund or exchange request, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

If your initial request is denied or you believe it was not handled appropriately, you may request a review by a senior member of our customer service team by clearly stating "Formal Dispute" in the subject line of your email to [email protected]. We will acknowledge your escalation within 2 business days and aim to provide a final decision within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank if you believe an error occurred and we have been unable to resolve it satisfactorily. Please note that chargebacks initiated without first attempting resolution with Dions may result in additional processing delays.

10.3 Consumer Protection Agencies

As a consumer in the United States, you have the right to file a complaint with the following agencies if you feel your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB) for billing disputes: www.consumerfinance.gov
• Your state's Attorney General Office for local consumer protection assistance.

11. Fraudulent Claims

Dions takes the integrity of our refund process seriously. Any customer found to be submitting fraudulent or repeated false refund claims may have their account suspended or permanently banned from our platform. We reserve the right to pursue legal remedies in cases of clear fraud or abuse of this policy.

12. Policy Amendments

Dions reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after changes have been published constitutes acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, exchanges, or questions regarding this policy, please contact us using the details below: