Refund Policy

Last Updated: June 25, 2026

1. Introduction

Welcome to Dion's Pizzeria ("we," "us," "our," or "the Company"), operated through our website at dionspizzeria.click. This Refund Policy governs all purchases made through our website or directly at our establishment, including online orders, catering bookings, gift card purchases, and any other transactions conducted with Dion's Pizzeria.

We are committed to providing our customers with high-quality food and exceptional service. In the event that you are not completely satisfied with your order, we have established this policy to address your concerns fairly and efficiently. By placing an order with us, you agree to the terms outlined in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC). If you have any questions about this policy, please contact us at [email protected].

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must fall under one of the qualifying circumstances outlined below.
• You must contact us through one of the approved methods described in Section 5 of this policy.

2.1 Qualifying Circumstances for Refunds

We will consider refund requests under the following circumstances:

• Incorrect Order: You received a food item or order that does not match what you ordered (e.g., wrong toppings, wrong size, wrong items).
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise not meeting safe and acceptable quality standards.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Allergic Reaction Due to Our Error: If you specified an allergy or dietary restriction at the time of ordering and we failed to accommodate it, resulting in an allergic reaction or health concern.
• Order Not Delivered: Your delivery order was confirmed and charged but never arrived within a reasonable time period.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A technical glitch on our website caused an incorrect charge or erroneous order placement.

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Due to the perishable nature of food products, we require that refund requests be submitted promptly. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund at our sole discretion. We strongly encourage you to inspect your order upon receipt and contact us immediately if you notice any issues.

4. Non-Refundable Items and Services

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

• Orders consumed or substantially consumed: If you have eaten or consumed most of the food item and then request a refund without a valid quality complaint, we reserve the right to deny the request.
• Change of mind: Refunds are not available simply because you changed your mind about what you ordered after it has been prepared.
• Customized or special orders: Items made to specific customer specifications that cannot be resold or reused.
• Promotional items and complimentary food: Any items provided free of charge, as part of a promotion, or as a courtesy are not eligible for refunds.
• Gift cards (after use): Gift cards that have already been redeemed or used are not refundable.
• Delivery fees: Third-party delivery fees charged by delivery platforms may not be refundable through Dion's Pizzeria directly. Please contact the relevant delivery platform for those charges.
• Catering deposits (within 48 hours of event): Catering deposits are non-refundable if the cancellation request is made less than 48 hours before the scheduled event.
• Tip amounts: Tips provided to staff are non-refundable.

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

To request a refund, please follow the steps below. Providing complete and accurate information will help us process your request as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account is subject to your bank or financial institution's processing policies. Dion's Pizzeria is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only part of the order was affected: If only some items in your order had issues (e.g., one pizza out of three was incorrect), you may receive a partial refund corresponding to the affected items only.
• Order was partially consumed: If a food quality complaint is raised after a portion of the food has been consumed, a partial refund may be considered at our discretion.
• Catering orders partially canceled: If you need to reduce the size of a catering order (rather than canceling entirely), a partial refund may be issued for the items removed, subject to preparation status.
• Minor issues not substantially affecting the order: If the issue is minor (e.g., a small cosmetic defect in presentation) and does not materially affect the edibility or quality of the food, we may offer a partial refund or store credit rather than a full refund.

Partial refund amounts will be determined by Dion's Pizzeria at our reasonable discretion, based on the nature and extent of the issue reported.

8. Exchange Policy

In many cases where there is an issue with your food order, we may offer a replacement or exchange as an alternative to a monetary refund. Our exchange policy works as follows:

• Incorrect Orders: If you received the wrong item, we will prepare and deliver the correct item as quickly as possible at no additional charge. This offer is available for in-store pickup and delivery orders within our service area.
• Missing Items: Missing items will be prepared and dispatched to you, or you may choose a refund for the missing items.
• Quality Issues: If the food item did not meet our quality standards, we will offer to remake the item or provide a replacement of equal value.
• Acceptance of Exchange: Choosing an exchange or replacement does not forfeit your right to request a refund if the replacement is also unsatisfactory. Please notify us immediately if a replacement order has issues.

Exchanges and replacements are subject to availability and operating hours. We cannot guarantee that a replacement can be made after closing time. In such cases, a refund will be issued.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our customers and our business operations.

9.1 Standard Food Orders (Online / Phone / In-Store)

• Orders may be canceled for a full refund if the cancellation request is made within 5 minutes of placing the order, provided that food preparation has not yet begun.
• Once food preparation has started, orders cannot be canceled, as ingredients have already been used and cannot be recovered.
• To cancel an order, contact us immediately at [email protected] or by calling us directly as soon as possible after placing your order.

9.2 Catering Orders

• More than 7 days before the event: Full refund of all amounts paid, including any deposit.
• 3 to 7 days before the event: Full refund minus the deposit, which will be retained to cover preparation costs already incurred.
• 48 hours to 3 days before the event: 50% refund of the total order amount paid. The remaining 50% will be retained due to the significant preparation and ingredient procurement already underway.
• Less than 48 hours before the event: No refund will be issued. The full amount paid will be retained by Dion's Pizzeria to cover costs already incurred.

9.3 Gift Card Orders

Gift card purchases may be canceled and refunded within 24 hours of purchase, provided that the gift card has not yet been used or redeemed. After 24 hours or after first use, gift cards are non-refundable.

10. Dispute Resolution Process

We are committed to resolving any refund disputes fairly and efficiently. If you are not satisfied with the outcome of your initial refund request, you may pursue the following dispute resolution steps:

10.1 Internal Escalation

If your refund request is denied or you are unsatisfied with the resolution provided, you may request an escalation of your case to a senior member of our management team. To escalate, please:

• Email [email protected] with the subject line: "Escalation Request – [Your Order Number]"
• Include all previous correspondence related to your refund request.
• Clearly explain why you believe the initial decision was incorrect or unfair.

We will respond to all escalation requests within 5 business days.

10.2 Chargeback Rights

Nothing in this policy limits your right to initiate a chargeback with your credit card issuer or bank if you believe an unauthorized or erroneous charge has been made. However, we encourage you to contact us directly first, as this often results in a faster resolution than the chargeback process.

10.3 Consumer Protection Agencies

If we are unable to resolve your dispute to your satisfaction, you have the right to contact relevant consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office for state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and applicable state law. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate courts in the state where Dion's Pizzeria is registered and operates.

11. Store Credit Option

In some cases, rather than a cash or card refund, we may offer store credit as an alternative resolution. Store credit:

• Will be issued in an amount equal to the refund value approved.
• Can be used toward any future purchase at Dion's Pizzeria.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotions unless otherwise stated.

Customers may opt for store credit in lieu of a standard refund at their own choice. If you prefer a monetary refund, please specify this clearly in your refund request.

12. Special Circumstances

We recognize that unusual situations may arise that fall outside the standard scope of this policy. In cases of:

• Food safety emergencies (e.g., foreign objects found in food, foodborne illness), please contact us immediately and, if necessary, seek appropriate medical attention. We take food safety reports extremely seriously and will cooperate fully with any investigation.
• Natural disasters or service disruptions that prevent order fulfillment, customers will be entitled to a full refund.
• Technical failures on our website that result in erroneous charges or orders, full refunds will be issued promptly upon verification.

13. Policy Updates

Dion's Pizzeria reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at dionspizzeria.click. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us using the details below. Our customer support team is ready to assist you and is committed to resolving your concerns promptly and professionally.

This Refund Policy was last reviewed and updated on June 25, 2026. It applies to all orders placed through dionspizzeria.click and directly with Dion's Pizzeria.