Refund Policy

At Dions, customer satisfaction is our top priority. We take pride in the quality of our food and service. This Refund Policy outlines the conditions under which we offer refunds, exchanges, or credits for orders placed through our website at pizzdion.rest or directly at our location. Please read this policy carefully before placing your order.

1. Our Commitment to Quality

We prepare every order with care and fresh ingredients. However, we understand that occasionally an issue may arise — whether it involves an incorrect order, a quality concern, or a delivery problem. In such cases, we are committed to making things right in a fair and timely manner, consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

This policy applies to all orders placed via our website pizzdion.rest, by phone, or in person at our establishment. By placing an order with Dions, you agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

A refund or store credit may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong pizza toppings, wrong size, missing items).
• Quality Issue: The food was undercooked, spoiled, or otherwise did not meet reasonable quality standards upon delivery or pickup.
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Allergic Reaction Risk: An ingredient was included in your order despite a documented allergy note or special instruction provided at the time of ordering.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Failed or Undelivered Order: Your order was never delivered and no refund or re-delivery was provided.

Refunds are evaluated on a case-by-case basis. We may request supporting documentation such as photographs of the food, your order confirmation number, and a description of the issue before processing a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must report your issue within the following timeframes:

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer simply changed their mind after preparation has begun.
• Food items that have been partially or fully consumed before a quality complaint is raised (unless the issue was discovered upon consumption and reported immediately).
• Incorrect customizations that were not specified at the time of ordering.
• Delays caused by circumstances beyond our control, such as severe weather, road closures, or third-party delivery platform issues.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor"), unless there is a documented quality or preparation error.
• Promotional, discounted, or complimentary items.
• Delivery fees and service charges imposed by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be disputed directly with those platforms.
• Orders placed through third-party delivery platforms — please contact the respective platform for their refund policies.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Have your order confirmation number, date and time of the order, and the email address used to place the order ready.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the food item(s) in question. This helps us resolve your case faster.
3. Step 3 – Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pizzdion.rest
4. Step 4 – Provide Details: In your message, include your full name, order number, a description of the issue, and any supporting photos or documentation.
5. Step 5 – Await Review: Our team will review your request and respond within 1–2 business days with a decision or request for additional information.
6. Step 6 – Refund Confirmation: If your refund is approved, we will confirm the refund amount and method, and process it accordingly.

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 payment method:

Please note that while we process refunds promptly on our end, the actual time the funds appear in your account is determined by your bank or payment provider. Dions is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following situations:

• Only specific items in a multi-item order were incorrect, missing, or of poor quality.
• The order was partially delivered or incomplete upon pickup.
• A portion of the order was consumed before the quality issue was identified.
• A discount or promotional offer was already applied to the order, and the refund is adjusted accordingly.

The amount of a partial refund will reflect only the value of the affected items, minus any applicable delivery fees or service charges that were correctly applied.

8. Exchange Policy

We offer exchanges (replacement orders) in lieu of a cash refund in certain circumstances. An exchange may be offered when:

• The wrong item was prepared and the correct item can be remade and delivered or made available for pickup promptly.
• A quality issue can be corrected immediately by preparing a fresh replacement.

Exchanges are subject to availability and operating hours. If you prefer a refund over an exchange, please specify this in your refund request and we will do our best to accommodate you. Exchanges are not available for online orders that were processed through third-party delivery platforms.

Please note that food safety regulations in the United States prohibit us from accepting returned food items. Therefore, any exchange or refund does not require you to return the original item unless specifically requested for quality assurance purposes.

9. Cancellation Policy

We begin preparing orders as quickly as possible after they are placed. As a result, our cancellation window is limited.

9.1 Orders Placed Directly with Dions

• Within 5 minutes of ordering: Full cancellation and refund may be available if food preparation has not yet begun. Contact us immediately by phone or email.
• After 5 minutes: If preparation has already started, cancellations are generally not accepted. We may offer store credit at our discretion.
• Scheduled/Pre-orders: Cancellations for scheduled orders must be made at least 30 minutes before the scheduled pickup or delivery time to be eligible for a full refund.

9.2 Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), their cancellation and refund policies apply. Please contact the respective platform directly to request a cancellation or refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

10.1 Internal Review

If your initial refund request is denied or you are unsatisfied with the resolution, you may request an escalated internal review by contacting us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review the matter and respond within 3–5 business days.

10.2 Chargeback Notice

If you believe a charge on your account was unauthorized or erroneous, you have the right to contact your bank or credit card issuer to initiate a chargeback under the Fair Credit Billing Act (FCBA). However, we ask that you contact us first to attempt an informal resolution, as chargebacks can take longer to resolve and may result in delays.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General's Office or consumer protection division
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless prohibited by applicable law. Nothing in this section limits your rights as a consumer under applicable state or federal law.

11. Food Safety and Health Concerns

If you believe a food item from Dions has caused a food safety issue or illness, please stop consuming the product immediately and seek appropriate medical attention if needed. Report the concern to us at once at [email protected]. We take all food safety concerns extremely seriously and will investigate promptly. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Changes to This Refund Policy

Dions reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizzdion.rest. The date at the top of this page will reflect the most recent update. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Us

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the information below:

Our customer support team is available to assist you. We aim to respond to all inquiries within 1–2 business days. For urgent matters related to food quality or safety, please contact us as soon as possible.