Refund Policy

At Dions, we are committed to ensuring your satisfaction with every order. We understand that issues can arise, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes. Please read this policy carefully before placing an order.

1. General Overview

This Refund Policy applies to all food orders placed through our website pizzdion.click, by phone, or through any other ordering channel operated by Dions. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and changes will be effective immediately upon posting to our website.

As a food service business operating in the United States, our refund practices comply with applicable federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC). We strive to resolve all refund matters fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon receipt.
• Allergic Reactions Due to Incorrect Preparation: You specified a dietary restriction or allergy and the order was prepared incorrectly, resulting in an adverse reaction.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time 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 error.
• Order Not Delivered: You paid for delivery but your order never arrived and was not returned to our establishment.

All refund requests are subject to review and verification by our customer service team. Dions reserves the right to request supporting documentation, including photographs of the food received, before processing any refund.

3. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes:

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

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that have already been prepared and/or delivered cannot be refunded simply because you changed your mind or your tastes.
• Incorrect Address Provided: If a delivery could not be completed because you provided an incorrect or incomplete delivery address, no refund will be issued.
• Customer Unavailability: If our delivery driver made reasonable attempts to contact you and deliver your order but you were unavailable, the order is non-refundable.
• Promotional or Discounted Items: Items purchased during special promotions or with discount codes may be subject to separate refund restrictions as disclosed at the time of the promotion.
• Customized Orders: Orders with specific customizations made per your request that were fulfilled correctly are not eligible for refunds based on dissatisfaction with the customization choice.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.
• Orders Already Consumed: If the majority of the food has been consumed before a complaint is raised, the order is generally not eligible for a refund.

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

To initiate a refund request, please follow these steps:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may have its own processing times that are beyond our control. If you have not received your refund within the stated timeframe, please first check with your bank or payment provider before contacting us.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect or missing, while the rest was delivered satisfactorily.
• The food quality was partially acceptable — for example, one item in a multi-item order was unsatisfactory but the others were fine.
• A delivery delay occurred but the food was still of acceptable quality upon arrival.
• The complaint relates to a minor issue, such as a missing condiment or side item of low value.
• You have consumed a significant portion of the food before raising the complaint.

The amount of a partial refund will be determined at the discretion of our customer service team based on the nature and severity of the issue reported. We will communicate the partial refund amount to you before processing.

8. Exchange Policy

Where possible, Dions prefers to resolve order issues by offering a replacement rather than a monetary refund. If you received an incorrect item, a replacement order may be prepared and delivered to you at no additional charge, subject to the following conditions:

• The original item must be reported within 2 hours of delivery or pickup.
• The replacement offer is only valid for the same item or an item of equal value.
• Replacements are subject to availability and operating hours.
• You may be asked to return or photograph the original incorrect item for verification purposes.
• Replacements are at the sole discretion of Dions management and may not always be possible depending on distance, time, or operational capacity.

If a replacement is not feasible or is declined by the customer, a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Within 5 minutes of ordering: Full refund available. Please call us immediately or contact us via our website.
• 5–15 minutes after ordering: Cancellation may be possible but is not guaranteed. A partial refund may be issued depending on the preparation stage.
• After 15 minutes: Cancellations are generally not accepted once food preparation is underway or complete. No refund will be issued.

9.2 Advance or Scheduled Orders

If you placed an advance or scheduled order:

• Cancellations made more than 2 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 1 and 2 hours before the scheduled time may receive a partial refund or store credit.
• Cancellations made less than 1 hour before the scheduled time are not eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern through the following dispute resolution steps:

11. Store Credit as an Alternative

In some cases, where a monetary refund is not applicable but a gesture of goodwill is warranted, Dions may offer store credit as an alternative resolution. Store credit:

• Will be applied directly to your account on pizzdion.click
• Is valid for 90 days from the date of issuance
• Can be used for any future order placed through our website or by phone
• Is non-transferable and cannot be exchanged for cash
• May not be combined with other promotional offers unless otherwise specified

12. Food Safety and Health Concerns

If you believe that food you received from Dions has caused a foodborne illness or adverse health reaction, please:

1. Seek medical attention immediately if required.
2. Contact us at [email protected] to report the incident as soon as possible.
3. If possible, preserve any remaining food as evidence for potential health authority investigation.
4. Consider reporting the incident to your local health department.

We take all food safety reports extremely seriously and will cooperate fully with any investigation. Refunds for verified food safety incidents will be processed as a priority.

13. Policy Amendments

Dions reserves the right to amend this Refund Policy at any time. Any changes will be posted on our website at pizzdion.click with an updated effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the information below. We are committed to responding to all inquiries within 1–2 business days.