Refund Policy

At Dion's, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes things do not go as planned, and this Refund Policy outlines your rights and our procedures when it comes to refunds, cancellations, and exchanges. Please read this policy carefully before placing your order.

This policy applies to all orders placed through our website pizza-dions.world, by phone, or in person at our locations. By placing an order with Dion's, you agree to the terms set forth in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Dion's experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise not prepared to a safe or acceptable standard.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy or dietary restriction at the time of ordering and the order was not prepared accordingly, you may be eligible for a full refund.
• Significant Delivery Delays: If your delivery order arrived more than 60 minutes beyond the estimated delivery time and the food quality was compromised as a result, you may be eligible for a partial or full refund.
• Order Not Delivered: If your delivery order was marked as delivered but you did not receive it, you are eligible for a full refund or re-order at no additional charge.

2. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

Refund requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include:

• Change of Mind: Refunds will not be issued if you simply changed your mind about an order that was correctly prepared and delivered.
• Partially Consumed Food: If a significant portion of the food has been consumed, a refund will generally not be issued unless a legitimate quality issue is documented.
• Customer Error: If the incorrect order was placed due to a customer error (e.g., wrong address entered, wrong items selected online), we cannot guarantee a refund, though we will do our best to assist.
• Third-Party Delivery Platforms: Orders placed through third-party delivery apps (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies. Dion's is not responsible for issuing refunds for orders placed through third-party services.
• Promotional or Discounted Items: Items purchased at a significant promotional discount or as part of a limited-time deal may be non-refundable unless there is a legitimate quality concern.
• Gift Cards: Gift cards and store credit are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Non-refundable deposits paid for catering orders or large group orders are not eligible for refund once the preparation has begun.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Order number or confirmation email
   • Date and time of your order
   • Description of the issue
   • Photos or videos of the problem (if applicable)
2. Step 2 — Contact Our Customer Service Team: Reach out to us via any of the following methods:
   • Email: [email protected]
   • Website: pizza-dions.world
3. Step 3 — Submit Your Claim: Provide all relevant details and attach any supporting documentation (photos, receipts, etc.). The more information you provide, the faster we can resolve your request.
4. Step 4 — Review Period: Our customer service team will review your claim within 2 business days. We may contact you for additional information during this period.
5. Step 5 — Resolution: Once your claim has been reviewed and approved, we will notify you of the outcome — either a full refund, partial refund, store credit, or replacement order — and process your resolution accordingly.

5. Refund Processing Times by Payment Method

Once your refund has been approved, please allow the following timeframes for the refund to be reflected:

Please note that processing times may vary depending on your financial institution. Dion's is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing, while the remainder of the order was correct and satisfactory.
• The food quality issue affected only a portion of the order.
• The delivery was significantly delayed but the food was still consumed in part.
• The customer is partially at fault for the issue (e.g., incorrect address provided but the order was eventually delivered).

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We are committed to being fair and reasonable in all partial refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, traditional product exchanges are not always possible. However, Dion's offers the following exchange options:

• Replacement Order: If your order was incorrect or contained quality issues, we may offer to remake and re-deliver or make available for pickup a replacement order at no additional cost. This option is typically available for same-day requests only.
• Item Substitution: If a menu item is unavailable and a substitution was made without your consent, we will offer to remake your order with your preferred items or issue a refund for the substituted item.
• Store Credit: In some cases, rather than a cash refund or replacement, we may offer store credit equivalent to the value of the affected items. Store credit can be used on any future order at Dion's.

Exchange requests must be made within the same timeframes as refund requests outlined in Section 2 above.

8. Cancellation Policy

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

8.1 Standard Orders

• Cancellations within 5 minutes of placing your order: Full refund issued. Food preparation typically begins immediately, so early cancellation is essential.
• Cancellations after 5 minutes but before preparation is complete: A partial refund may be issued at our discretion, depending on the stage of preparation.
• Cancellations after preparation is complete: No refund will be issued, as the food has already been made and cannot be resold or reused.

8.2 Catering and Large Group Orders

• Cancellations made more than 72 hours in advance: Full refund of any deposit paid, minus a small administrative fee of up to 10%.
• Cancellations made 24–72 hours in advance: 50% of the total order value or deposit may be retained.
• Cancellations made less than 24 hours in advance: No refund will be issued, as ingredients and staff have already been committed to fulfill the order.

To cancel an order, please contact us immediately at [email protected] or visit pizza-dions.world. Online orders may also have a cancellation option available through the order confirmation interface for a limited time after placement.

9. Dispute Resolution Process

If you are unsatisfied with our response to your refund request, we encourage you to follow the steps below to resolve your dispute:

1. Step 1 — Escalate Within Dion's: Request that your case be reviewed by a senior member of our customer service team or a manager. You can do this by replying to the email correspondence related to your original claim or by emailing [email protected] with "Escalation Request" in the subject line.
2. Step 2 — Written Complaint: If the escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint to our business address. We will respond in writing within 10 business days.
3. Step 3 — Consumer Protection Agencies: You have the right to file a complaint with consumer protection agencies. In the United States, this includes:
   • The Federal Trade Commission (FTC) at ftc.gov
   • Your state's Attorney General's Office or Department of Consumer Protection
   • The Better Business Bureau (BBB) at bbb.org
4. Step 4 — Chargeback: As a last resort, you may initiate a chargeback with your credit card company or bank. Please be aware that filing a chargeback without first attempting to resolve the matter with us directly may result in the suspension of your account.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you have certain rights that cannot be waived by this policy. These include, but are not limited to:

• Rights under the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices.
• Rights under applicable state consumer protection laws, which may provide additional remedies depending on your state of residence.
• Rights under the Fair Credit Billing Act (FCBA), which allows consumers to dispute billing errors on credit card statements.
• If you are a California resident, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

11. Policy Updates

Dion's reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizza-dions.world with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team using the information below:

This Refund Policy was last updated on March 21, 2026, and is effective for all orders placed on or after this date. By ordering from Dion's — whether online at pizza-dions.world, by phone, or in person — you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.