Refund Policy

At Dions, we are committed to delivering a high-quality food experience to every customer. 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 processed. By placing an order through our website pizzadions.digital or any affiliated ordering platform, you agree to the terms described in this policy.

We encourage you to read this policy carefully before completing any purchase. If you have any questions, please contact us at [email protected] before placing your order.

1. Our Commitment to Customer Satisfaction

Dions takes pride in the quality of our food and service. Every order is prepared with care, using fresh ingredients, and handled according to food safety standards. However, we recognize that mistakes can happen, and we are dedicated to making things right when they do. Our refund policy is designed to be fair, transparent, and easy to follow.

Please note that because we deal in perishable food products, our refund policy contains specific limitations that are standard for the food service industry. These limitations exist to protect food safety and product integrity.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your delivery arrived significantly late due to factors within our control, rendering the food unsatisfactory.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: You did not receive your order and we are unable to confirm delivery or pickup.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes after the time of delivery or scheduled pickup:

Requests submitted outside these windows will generally not be honored, except in extraordinary circumstances at the sole discretion of Dions management.

4. Non-Refundable Items and Services

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

• Food items that have been partially or fully consumed, except in cases of documented quality issues.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts.
• Dissatisfaction based solely on personal taste preferences (e.g., "I don't like the flavor") when the item was prepared correctly as ordered.
• Promotional or discounted items purchased during a limited-time offer, unless a documented quality issue exists.
• Delivery fees, where applicable, are non-refundable unless the delivery was entirely our fault and the order was not received.
• Tips or gratuities added at the time of checkout.
• Orders that were modified or customized and prepared correctly per the customer's special instructions.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or through our website at pizzadions.digital.
2. Step 2 – Provide Your Order Details: Include your full name, order number, date and time of the order, and the email address or phone number used to place the order.
3. Step 3 – Describe the Issue: Clearly explain the problem you experienced. The more detail you provide, the faster we can process your request.
4. Step 4 – Submit Supporting Evidence (if applicable): Whenever possible, please attach photographs of the incorrect, missing, or unsatisfactory food items. This helps us verify your claim and improve our service.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1 business day and begin the review process.
6. Step 6 – Resolution: We will notify you of our decision and, if approved, initiate the refund or offer an alternative resolution such as a replacement order or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that while we initiate the refund promptly upon approval, the actual time the funds appear in your account depends on your bank or financial institution. Dions is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only a portion of your order was incorrect or missing, while the remainder of the order was satisfactorily fulfilled.
• The food quality issue affected only specific items in a larger order.
• A delivery was late, but the food was still in acceptable condition upon arrival — a partial refund or discount on a future order may be offered as a goodwill gesture.
• A customer cancels a catering or large group order after preparation has already begun.

The amount of any partial refund will be determined by Dions management based on the nature and extent of the issue. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available in the traditional sense. However, Dions may offer the following alternatives in lieu of or in addition to a monetary refund:

• Replacement Order: If your order was incorrect or a significant quality issue occurred, we may offer to remake and deliver or prepare a replacement item at no additional charge. This option is subject to availability and operating hours.
• Store Credit: In some cases, we may issue store credit equivalent to the value of the affected item(s), which can be applied toward a future order at Dions.
• Complimentary Item: For minor issues or as a goodwill gesture, we may provide a complimentary item on your next visit or order.

The type of resolution offered will depend on the nature of the issue, the time elapsed since the order, and operational feasibility. Our goal is always to find a solution that satisfies you as our valued customer.

9. Cancellation Policy

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

9.1 Standard Orders

For standard delivery or pickup orders, cancellations must be made within 5 minutes of placing the order. Once food preparation has begun, we are unable to guarantee a full refund, as perishable ingredients may have already been used.

• Cancellation within 5 minutes of order placement: Full refund issued.
• Cancellation after 5 minutes but before preparation is complete: Partial refund may be issued at management's discretion.
• Cancellation after preparation is complete or food is en route: No refund will be issued.

9.2 Catering and Large Group Orders

For catering orders, advance orders, or large group orders:

• Cancellation at least 48 hours before the scheduled time: Full refund issued.
• Cancellation between 24 and 48 hours before the scheduled time: 50% refund issued; 50% retained as a preparation and reservation fee.
• Cancellation less than 24 hours before the scheduled time: No refund issued, as ingredients and staff may have already been committed to the order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before seeking external remedies:

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request escalation to a senior member of our customer service team or management. Please email [email protected] with the subject line "REFUND DISPUTE – ESCALATION REQUEST" and include all relevant details and prior correspondence.

10.2 Timeframe for Dispute Submission

Disputes must be submitted within 14 calendar days of receiving our initial decision on your refund request. Disputes submitted after this window may not be considered.

10.3 Good Faith Resolution

Both parties agree to make a good-faith effort to resolve any dispute amicably before pursuing formal legal action. Dions is committed to resolving all disputes fairly and promptly.

10.4 Consumer Protection Rights

Nothing in this Refund Policy is intended to limit or override your rights as a consumer under applicable United States federal or state law. If you are located in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and related consumer protection statutes. You may also contact the Federal Trade Commission (FTC) at www.ftc.gov if you believe your consumer rights have been violated.

10.5 Chargebacks

We ask that customers contact us directly before initiating a chargeback with their bank or credit card company. We are almost always able to resolve disputes faster and more efficiently than the chargeback process. Initiating a chargeback without first contacting us may result in the suspension of your account with Dions.

11. Fraud Prevention

Dions monitors refund requests to detect patterns of abuse or fraudulent activity. Customers who repeatedly submit refund requests without valid cause, or who provide false information in connection with a refund claim, may have their accounts restricted or permanently banned from ordering through our platform. We reserve the right to deny refunds in cases where fraud or abuse is suspected.

12. Changes to This Refund Policy

Dions reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at pizzadions.digital with a revised effective date. Your continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer service team is ready to assist you and will respond within 1 business day.

This Refund Policy was last updated on April 25, 2026, and is effective as of the same date. This policy applies to all orders placed through pizzadions.digital and any affiliated ordering channels associated with Dions. All rights reserved © 2026 Dions.