Refund Policy

At Dions, we are committed to providing our customers with high-quality food and a satisfying dining or ordering experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions under which refunds are granted, how to request them, and the timelines involved. Please read this policy carefully before placing an order.

By placing an order through our website food-dions.rest or any affiliated ordering platform, 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 guidelines established by the Federal Trade Commission (FTC).

1. Our Commitment to Customer Satisfaction

Dions takes pride in the quality of every item we prepare and deliver. Our team works diligently to ensure that each order meets our high standards of freshness, accuracy, and presentation. However, we recognize that mistakes can happen — whether an incorrect item was delivered, an order arrived in unsatisfactory condition, or a technical issue occurred during the ordering process. In such cases, we are here to make things right.

This policy applies to all orders placed directly through our website at food-dions.rest, as well as orders placed by phone or in person, unless otherwise stated at the time of purchase.

2. Eligibility for a Refund

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

• Incorrect Order: You received items that differ from what you ordered (wrong food item, incorrect quantity, missing items).
• Poor Food Quality: The food arrived in a condition that was clearly unsatisfactory, spoiled, or unsafe to consume.
• Significant Delivery Delay: Your order was delayed significantly beyond the estimated delivery time, rendering the food unusable or unacceptable.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your order was confirmed and paid for, but never delivered to your specified address.
• Allergen or Dietary Issue: Your order contained an ingredient you specifically requested to be excluded due to dietary restrictions or allergies, and this was clearly indicated at the time of ordering.
• Technical Error: A verified system error caused an incorrect charge or order duplication on our platform.

3. Timeframe for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund, as we may be unable to verify the condition of the food or the circumstances of the order. We encourage customers to reach out to us as soon as an issue is identified.

4. Non-Refundable Items and Situations

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

• Orders where the customer simply changed their mind after the food was prepared or delivered.
• Customizations or special requests that were correctly fulfilled as instructed.
• Items that have been substantially consumed before a complaint is made.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor"), provided the food was prepared correctly and to standard.
• Delivery issues caused by incorrect address information provided by the customer.
• Delays caused by circumstances beyond our control, such as severe weather, traffic accidents, or other force majeure events.
• Promotional or discounted items unless they arrived incorrect or defective.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — in such cases, refund requests must be submitted directly to the relevant third-party platform in accordance with their respective policies.
• Gift cards or digital vouchers once they have been redeemed or used.

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

If you believe you are eligible for a refund, please follow these steps:

1. Step 1 — Gather Your Information: Have your order confirmation number, the date of the order, the items ordered, and a description of the issue ready before contacting us.
2. Step 2 — Document the Issue: If possible, take clear photos of the incorrect or unsatisfactory food items. This documentation greatly helps us resolve your request faster.
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected] or through our website at food-dions.rest. Include all relevant details and any supporting photos.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1 business day and begin reviewing your case.
5. Step 5 — Review Process: We will investigate your refund request, which may include reviewing order records, delivery logs, and any submitted evidence. This process typically takes 2–5 business days.
6. Step 6 — Resolution: Once a decision is made, we will notify you via email. If your refund is approved, we will process it according to the timelines outlined below. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the refund to appear:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account depends on your financial institution or payment provider. If you have not received your refund after the timeframe listed above, please contact your bank or payment provider first. If the issue persists, reach out to us at [email protected].

7. Partial Refunds

In some 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 was delivered correctly.
• The food quality concern affected only specific items within the order.
• A discount, coupon, or promotional offer was applied at the time of purchase, affecting the refundable amount.
• The order was partially consumed before the issue was reported.
• Delivery fees or service charges may be non-refundable in cases where delivery was successfully completed but there was an issue with specific food items.

The amount of a partial refund will be calculated based on the price of the affected items and any applicable fees. We will clearly communicate the refund amount to you before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace or re-prepare an incorrect or unsatisfactory item. Our exchange policy operates as follows:

• Replacement Orders: If your order was incorrect or missing items, we may offer to send a replacement order or the missing items at no additional charge, depending on your location and availability.
• In-Store Exchanges: If you are dining in or picking up your order, our staff can address the issue immediately by remaking or replacing the affected item.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order at food-dions.rest.

Exchanges are subject to the same eligibility conditions as refunds and must be requested within the applicable timeframe outlined in Section 3 above. We will always work with you to find the most satisfactory resolution.

9. Order Cancellation Policy

We understand that plans can change. However, due to the perishable nature of food products, our cancellation window is limited.

9.1 Online / Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided the order has not yet entered the preparation stage.
• Once an order has entered preparation, cancellation may not be possible, and a refund may not be issued.
• To cancel an order, please contact us immediately by phone or email at [email protected].

9.2 Scheduled / Pre-Orders

• Scheduled or pre-ordered meals may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may be subject to a partial refund or store credit at our discretion.

9.3 Large or Catering Orders

• Cancellations for large orders or catering requests must be made at least 24 hours in advance for a full refund.
• Cancellations within 24 hours of the scheduled delivery or pickup time may be eligible for a 50% refund only, as ingredients and preparation costs will have been incurred.
• Cancellations on the day of the scheduled order with no advance notice are not eligible for a refund.

10. Dispute Resolution

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

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution offered was unsatisfactory, you may escalate the matter by sending a detailed written complaint to [email protected] with the subject line "Refund Dispute – [Order Number]." A senior member of our team will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or financial institution if you believe you have been charged incorrectly or unfairly. We respect your rights under the Fair Credit Billing Act (FCBA) and will cooperate with any legitimate chargeback investigations. However, we encourage you to attempt to resolve the matter with us directly before initiating a chargeback.

10.3 Consumer Protection Resources

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

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General consumer protection office.

10.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising from this policy that cannot be resolved informally shall be subject to the jurisdiction of the appropriate courts in the United States, in accordance with applicable federal and state law.

11. Changes to This 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.rest with the updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy. For significant changes, we may notify customers via email where possible.

12. Contact Us

For all refund requests, order issues, or questions regarding this policy, please reach out to us through any of the following channels. Our customer service team is dedicated to resolving your concerns promptly and fairly.

This Refund Policy was last updated on May 6, 2026. All previous versions of this policy are superseded by this document.