Refund Policy

Effective Date: April 11, 2026 | Last Updated: April 11, 2026

1. Introduction

At Dion's Pizzas, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food for every order. However, we understand that occasionally issues may arise, and we are committed to resolving them in a fair, timely, and transparent manner.

This Refund Policy explains your rights and our obligations when it comes to refunds, exchanges, cancellations, and disputes. It has been established in accordance with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

If you have any questions about this policy at any time, please do not hesitate to contact us at [email protected] or visit us at dionspizzas.top.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their experience. You may be eligible for a refund under the following conditions:

• Incorrect Order: You received a food item that is significantly different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu item).
• Food Quality Issues: The food delivered or picked up was of unacceptable quality — for example, it was undercooked, overcooked, spoiled, or contained foreign objects.
• Missing Items: One or more items from your order were missing at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Received: Your delivery order did not arrive within a reasonable timeframe and cannot be located after investigation.
• Allergen or Dietary Violations: The order contained ingredients that were explicitly excluded due to allergen concerns or dietary restrictions clearly noted at the time of ordering.

To be eligible for a refund, the following general requirements must also be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 below.
• You must provide sufficient evidence (such as photos, order confirmation, or a written description) to support your claim.
• The issue must not be the result of customer error (e.g., incorrect delivery address submitted, wrong items selected by the customer).

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, as we may offer goodwill accommodations at our discretion on a case-by-case basis.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Customer-Initiated Errors: Incorrect items selected during the ordering process by the customer, or an incorrect delivery address provided by the customer.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion or at a deeply discounted price may not be eligible for refund unless there is a verifiable quality or accuracy issue.
• Partially Consumed Orders: If a significant portion of the food order has been consumed, a full refund will not be issued unless there is evidence of a quality or safety issue.
• Delivery Delays Due to External Factors: Delays caused by severe weather, traffic conditions, third-party delivery services, or other factors outside our direct control may not qualify for a refund, though we will work with you to find an appropriate resolution.
• Gift Cards and Promotional Credits: Gift cards, store credits, and bonus promotional credits are non-refundable and cannot be exchanged for cash.
• Requests Submitted After the Deadline: Refund requests submitted beyond the applicable timeframe as outlined in Section 3.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request as quickly and efficiently as possible:

1. Step 1 — Gather Your Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of the order
   • A clear description of the issue
   • Photos or documentation if applicable (especially for quality or allergen issues)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: dionspizzas.top
3. Step 3 — Submit Your Request: Provide all relevant information as outlined in Step 1. The more detail you provide, the faster we can process your request. Include any photos or evidence that support your claim.
4. Step 4 — Acknowledgment: Our team will acknowledge receipt of your refund request within 1 business day. You will receive a confirmation with a reference number for your request.
5. Step 5 — Review and Decision: Our team will review your request and may follow up with additional questions. A decision will typically be communicated within 2–3 business days of receiving your complete request.
6. Step 6 — Resolution: If your refund is approved, the refund will be processed according to the payment method timelines outlined in Section 6. If your request is declined, we will provide a clear explanation and any alternative resolutions available to you.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following circumstances:

• Only one or a few items in a larger order were incorrect, missing, or of unsatisfactory quality.
• The food order was partially consumed before the issue was discovered, and evidence of a genuine quality issue exists.
• A delivery was significantly late but the food was still received and accepted by the customer.
• Promotional pricing or discounts reduce the refundable amount applicable to the affected items.
• A portion of the order meets refund eligibility criteria while the remainder does not.

In cases where a partial refund is issued, we will clearly explain which items or portions of your order are included in the refund and the specific amount to be returned.

8. Exchange Policy

Where operationally feasible, Dion's Pizzas may offer a replacement or exchange instead of — or in addition to — a monetary refund. Exchanges are available under the following conditions:

• The original issue was due to an incorrect item being prepared or delivered.
• A missing item can be prepared and dispatched within a reasonable timeframe.
• The exchange request is submitted within 2 hours of the original order receipt.
• The replacement item is of equal or lesser value to the original item being exchanged.

Please note that due to the perishable nature of food, we are unable to accept physical returns of food items. Exchanges are made by preparing and delivering a new item, subject to availability and operational capacity at the time of the request.

If you prefer a monetary refund over an exchange, please state this clearly when submitting your request, and we will honor your preference where your claim meets the eligibility criteria.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before preparation has started, you are entitled to a full refund. Please contact us immediately upon deciding to cancel.
• During Preparation: Once food preparation has begun, cancellations may not be eligible for a full refund. A partial refund may be offered at our discretion, depending on the stage of preparation.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. In this case, please refer to our standard refund eligibility criteria outlined in Section 2.

9.2 Scheduled or Pre-Orders

For scheduled or advance orders, cancellations must be submitted at least 2 hours before the scheduled order time to qualify for a full refund. Cancellations made within 2 hours of the scheduled time may be subject to a cancellation fee or only partial refund, depending on the level of preparation already completed.

9.3 How to Cancel

To cancel an order, please contact us immediately using the following channels:

• Email: [email protected]
• Website Contact Form: dionspizzas.top

Please include your order number and the reason for cancellation in your communication to help us process it as quickly as possible.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund or cancellation request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

As a first step, please submit a written escalation to our management team at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Include all previous correspondence and any additional evidence you wish to submit. Our management team will review the matter independently and respond within 5 business days.

10.2 Consumer Protection Resources

If you feel your issue has not been resolved satisfactorily through our internal process, you may contact the following external bodies:

• Federal Trade Commission (FTC): You may file a complaint at www.ftc.gov or call 1-877-382-4357.
• Consumer Financial Protection Bureau (CFPB): For billing and payment disputes, visit www.consumerfinance.gov.
• Better Business Bureau (BBB): You may file a complaint or review at www.bbb.org.
• Your State Attorney General's Office: State-level consumer protection complaints may be filed through your state's Attorney General office.

10.3 Chargebacks

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you have been charged in error and we have not resolved the issue. However, we strongly encourage you to contact us first, as many issues can be resolved quickly and informally without involving your financial institution. Frivolous or fraudulent chargeback claims may be disputed by Dion's Pizzas with supporting documentation.

11. Changes to This Refund Policy

Dion's Pizzas reserves the right to update or amend this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website at dionspizzas.top. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage you to review this policy periodically to stay informed of your rights and our practices.

Continued use of our services following the posting of changes constitutes your acceptance of those changes.

12. Contact Information for Refund Requests

For all refund-related inquiries, requests, or concerns, please contact us using the information below. Our customer support team is committed to responding promptly and professionally to every inquiry.