Refund Policy

At Dions, we are committed to delivering high-quality food products and a satisfying customer experience. We understand that issues may arise with your order, and this Refund Policy outlines your rights and our obligations when a refund, exchange, or cancellation is requested. Please read this policy carefully before placing an order through our website at food-dions.digital.

By placing an order with Dions, you acknowledge and agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-level statutes regarding consumer rights and fair business practices.

1. Our Commitment to Customer Satisfaction

Dions takes pride in the quality and freshness of every order we prepare and deliver. We strive to ensure that every customer receives exactly what they ordered, prepared to the highest standards. However, we recognize that mistakes happen, and we are dedicated to making things right when they do.

If you are not satisfied with your order for any reason covered under this policy, we encourage you to contact us promptly so we can resolve your concern in a timely and fair manner.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item or items that do not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food received was spoiled, contaminated, or significantly below acceptable quality standards at the time of delivery.
• Undelivered Order: Your order was confirmed and charged but never delivered and was not made available for pickup within a reasonable timeframe.
• Significant Preparation Errors: The order contained ingredients that were explicitly requested to be excluded due to allergies or dietary restrictions, as clearly stated at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refunds are evaluated on a case-by-case basis. Dions reserves the right to request photographic evidence or additional information before approving a refund request.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Orders that have been partially or fully consumed, unless the quality issue was discovered upon first consumption and reported immediately.
• Items where the customer simply changed their mind after the order was prepared or delivered.
• Orders where the customer provided incorrect delivery information, resulting in non-delivery.
• Special promotional or discounted items explicitly marked as non-refundable at the time of purchase.
• Delivery fees, except in cases where the entire order was undelivered due to a fault on our part.
• Custom or specially prepared orders made to unique specifications, unless a significant preparation error was made.
• Orders affected by circumstances outside of Dions' reasonable control, such as extreme weather events, natural disasters, or public emergencies, provided reasonable notice was given.
• Complaints about personal taste preferences where the food was prepared according to the menu description.

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

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

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items purchased, and the total amount charged. This information is available in your confirmation email.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or low-quality items. Visual evidence significantly speeds up the review process.
3. Step 3 — Contact Dions: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: food-dions.digital
4. Step 4 — Provide Required Details: In your refund request, include the following information:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Photographic evidence (if available)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process your refund, replacement, or credit accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while Dions processes refunds promptly upon approval, the actual posting time to your account is subject to your financial institution's policies and may vary. Dions is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. This may apply when:

• Only a portion of your order was incorrect, missing, or of poor quality, and the remainder of the order was satisfactory.
• A promotional discount or coupon was applied to the original order, and the refund amount will be adjusted proportionally.
• The delivery fee or service charge is non-refundable, but the cost of the affected food items is refunded.
• A customer partially consumed an order before identifying a quality issue, and the refund covers only the unconsumed portion.
• The order was fulfilled in a way that was partially correct, and only the affected component warrants compensation.

The amount of any partial refund will be determined by Dions in good faith, based on the nature and extent of the issue reported. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

In lieu of a monetary refund, Dions may offer a replacement order or store credit as an alternative resolution in the following circumstances:

• The original issue was due to an incorrect item being included in the order, and you would prefer the correct item to be sent.
• A missing item from your order can be dispatched or made available for pickup in a timely manner.
• You prefer store credit over a monetary refund for future use.

Exchanges and replacements are subject to product availability and operational feasibility at the time of the request. If a replacement order cannot be provided within a reasonable timeframe, a monetary refund or store credit will be offered instead.

Store Credit: Store credit issued by Dions has no expiration date and can be applied to any future order placed through our website. Store credit is non-transferable and cannot be redeemed for cash.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms below:

9.1 Standard Orders

For standard food orders placed through our website:

• Cancellations made within 5 minutes of placing the order may be fully refunded, provided the order has not yet entered preparation.
• Once an order has entered the preparation stage, cancellations may not be accepted, and no refund will be issued for orders that are already being prepared.
• To cancel an order, contact us immediately at [email protected] or visit food-dions.digital.

9.2 Pre-Orders and Advance Bookings

For pre-orders or orders scheduled for a future date or time:

• Cancellations made at least 24 hours before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 12 and 24 hours before the scheduled fulfillment time may be eligible for a partial refund or store credit, at Dions' discretion.
• Cancellations made less than 12 hours before the scheduled fulfillment time will generally not be eligible for a refund, as ingredients and preparation will have already begun.

9.3 Catering and Large Group Orders

For catering orders or large group orders, separate cancellation terms may apply. Please refer to the specific agreement or quotation provided at the time of booking, or contact us directly for clarification.

10. Dispute Resolution Process

If you believe your refund request was not handled fairly or you disagree with the outcome of your request, you have the following options for further resolution:

10.1 Internal Escalation

Contact our customer service team at [email protected] and request that your case be reviewed by a senior team member or manager. Please include your original request details and an explanation of why you believe the initial decision was incorrect. We will respond within 3–5 business days.

10.2 Chargeback Rights

Under United States consumer protection law, you have the right to dispute a charge with your credit card issuer or bank if you believe you were charged improperly. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to contact us first, as we are committed to resolving issues directly and promptly.

10.3 FTC Complaints

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).

10.4 State Consumer Protection Agencies

You may also contact your state's Attorney General's office or consumer protection agency if you feel your rights under state law have not been upheld. We respect all applicable consumer protection laws and will cooperate fully with any legitimate regulatory inquiry.

11. Fraud Prevention

Dions takes fraudulent refund requests seriously. Any customer found to be submitting false, misleading, or fraudulent refund claims may have their account suspended and may be subject to legal action as permitted under applicable United States law. We use transaction monitoring and order tracking systems to verify the legitimacy of all refund requests.

12. Changes to This Refund Policy

Dions reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at food-dions.digital and will take effect immediately upon publication. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact us using the information below. Our customer service team is ready to assist you and will do our best to respond promptly and resolve your concern.

When contacting us, please have your order number, contact information, and a description of your issue ready to ensure the fastest possible resolution. Our goal is to make every customer experience a positive one, and we appreciate your trust in Dions.