Refund Policy

At Dion's, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, exchanges, cancellations, and disputes.

1. Overview

This Refund Policy applies to all purchases and orders placed through our website dionsfood.rest, our mobile applications, third-party delivery platforms, and any in-person transactions at our establishment. By placing an order with Dion's, you agree to the terms outlined in this policy.

We strive to prepare every order with the highest standards of quality and care. However, we recognize that errors, quality issues, or unforeseen circumstances can occur. This policy is designed to provide clear guidance on how we handle such situations fairly and efficiently.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that were different from what you ordered (wrong items, wrong size, wrong preparation instructions).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food received was of unacceptable quality, including but not limited to undercooked or overcooked items, spoiled food, or food that poses a health concern.
• Allergic Reactions or Mislabeling: You experienced an allergic reaction due to mislabeled ingredients or failure to accommodate a documented allergy that was communicated at the time of ordering.
• Order Not Delivered: Your order was confirmed but never arrived, and delivery was not completed within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize.

Refund eligibility is assessed on a case-by-case basis. Dion's reserves the right to request supporting documentation, such as photographs of the food, order confirmation details, or a description of the issue, before processing a refund.

3. Timeframes for Refund Requests

To ensure we can properly investigate and address your concern, refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

The following situations and items are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving your order.
• Consumed Food: Items that have been substantially consumed are not eligible for a refund unless a genuine quality issue is identified and documented.
• Customized or Special Orders: Food items prepared to your specific customization requests (e.g., unique ingredient combinations, special dietary preparations) are non-refundable unless there is a quality or accuracy issue.
• Promotional or Discounted Items: Items purchased under special promotional offers, free items, or deeply discounted deals may have limited or no refund eligibility, as stated at the time of purchase.
• Delivery Fees: Delivery service fees are generally non-refundable unless the order was not delivered due to our error.
• Service Fees and Processing Fees: Platform service fees or payment processing fees charged by third-party providers are not refundable by Dion's.
• Gift Cards and Store Credits: Once issued, gift cards and store credits cannot be refunded for cash unless required by applicable law.

5. How to Request a Refund

We have made the refund request process as simple and straightforward as possible. Please follow these steps:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your order confirmation number or receipt
• The date and time of your order
• A clear description of the issue
• Photographs of the food or packaging (if applicable — strongly recommended for quality issues)
• Your preferred contact information

Step 2: Contact Our Customer Support Team

Reach out to us through one of the following channels:

• Email: [email protected]
• Website: dionsfood.rest

Please use the subject line "Refund Request – [Your Order Number]" when emailing us to ensure your request is routed to the correct team promptly.

Step 3: Describe Your Issue

In your message or form submission, clearly explain:

• What went wrong with your order
• Which specific items were affected
• What resolution you are seeking (full refund, partial refund, replacement, store credit)

Step 4: Await Our Response

Our customer support team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request further documentation to complete our review.

Step 5: Resolution

Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution, which may include a refund, store credit, replacement order, or another mutually agreed remedy.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in good condition.
• You consumed a significant portion of the order before reporting the issue.
• The issue affected the presentation or temperature of the food but not its fundamental quality or safety.
• A discount or promotional credit was already applied to the order that must be accounted for.

The amount of a partial refund will be calculated based on the value of the affected items relative to your total order, minus any applicable fees or discounts. Our team will communicate the proposed partial refund amount to you before processing.

8. Exchange Policy

In many cases, we are happy to offer a replacement or exchange rather than — or in addition to — a monetary refund. Exchanges or replacement orders are subject to the following conditions:

• Availability: Replacement items are subject to availability at the time of your request.
• Same or Equivalent Item: We will replace the affected item with the same item or an equivalent item of equal or greater value, at our discretion.
• Timely Request: Replacement requests must be made within the same timeframes as standard refund requests (see Section 3).
• Delivery or Pickup: Replacement orders may be picked up at our location or re-delivered depending on your original order type and location feasibility.

If you prefer a replacement over a refund, please indicate this clearly when you contact our customer support team.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to balance customer flexibility with the operational realities of food preparation:

9.1 Online and App Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund, provided that food preparation has not yet begun. Contact us immediately via email at [email protected].
• After food preparation has begun: Cancellations are generally not accepted once the kitchen has begun preparing your order. At our discretion, we may offer a partial refund or store credit in extenuating circumstances.
• After the order has been dispatched for delivery: Orders that are already in transit cannot be cancelled.

9.2 Catering and Large Group Orders

For catering orders, bulk orders, or special event reservations:

• Cancellations made more than 72 hours before the scheduled event or pickup time: Full refund.
• Cancellations made 24–72 hours before the scheduled event or pickup time: 50% refund.
• Cancellations made less than 24 hours before the scheduled event or pickup time: No refund. A store credit may be offered at our discretion.

9.3 Subscription or Meal Plan Services

If Dion's offers any subscription or recurring meal plan services:

• You may cancel your subscription at any time. Cancellations will take effect at the end of the current billing cycle.
• No refunds will be issued for the current billing period after the meal plan cycle has commenced.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a disagreement arises regarding a transaction, Dion's is committed to resolving disputes in a fair and timely manner.

10.1 Internal Escalation

If your initial refund request has not been resolved to your satisfaction, you may escalate your concern by:

• Emailing [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]".
• Clearly describing why you believe the initial decision was incorrect and any additional supporting information.

Our management team will review escalated disputes and respond within 3–5 business days.

10.2 Chargeback and Credit Card Disputes

We encourage customers to contact us directly before initiating a chargeback through their bank or credit card provider. In many cases, we can resolve the issue faster and more efficiently than the chargeback process. If a chargeback is initiated without first contacting us, we reserve the right to contest the chargeback with documented evidence of the transaction.

10.3 Third-Party Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar), your refund request may need to be submitted directly to that platform in accordance with their respective refund policies. While we will cooperate fully with any platform investigation, Dion's may have limited authority to issue direct refunds for orders placed through third-party channels.

10.4 Consumer Protection Rights

This Refund Policy does not limit or supersede any rights you may have under applicable United States federal or state consumer protection laws, including rights under the Federal Trade Commission Act (FTC Act) and, where applicable, the California Consumer Privacy Act (CCPA/CPRA) for California residents, or other state-level consumer protection statutes. If you believe your consumer rights have been violated, you may also contact your state's Attorney General's office or the FTC at ftc.gov.

11. Store Credit and Loyalty Adjustments

In some cases, as an alternative to a monetary refund, Dion's may offer store credit to your account. Store credits:

• Are applied to your account and can be used on future orders at dionsfood.rest.
• Do not expire unless otherwise stated at the time of issuance.
• Are non-transferable and cannot be redeemed for cash.
• May be offered as an additional goodwill gesture alongside a partial monetary refund.

12. Policy Updates

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

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or require further assistance, please do not hesitate to contact our dedicated customer support team:

Our customer support team is dedicated to assisting you and will make every effort to respond to your inquiry promptly and resolve your concern in a fair and professional manner. We value your business and look forward to continuing to serve you.