Refund Policy

Last Updated: March 29, 2026

1. Introduction

At Dions, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and the experience we deliver to every customer. We understand, however, that situations may arise where an order does not meet your expectations, is incorrect, or is affected by unforeseen circumstances. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to initiate a request.

This policy applies to all orders placed directly through our website, pizzdions.digital, including online orders for delivery and pickup. If you placed your order through a third-party delivery platform, please refer to that platform's own refund and cancellation policies, as Dions may have limited ability to process refunds for orders fulfilled through those channels.

We comply with all applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as state-specific consumer protection statutes.

2. Eligibility Conditions for Refunds

Not all refund requests are automatically approved. In order to be considered eligible for a refund, one or more of the following conditions must apply to your order:

• Incorrect Order: You received items that were not what you ordered, including wrong toppings, incorrect sizes, or missing components.
• Missing Items: One or more items that you paid for were not included in your delivery or pickup order.
• Poor Food Quality: The food delivered was clearly below acceptable quality standards — for example, it arrived cold when it should have been hot, was undercooked, overcooked, or otherwise inedible.
• Damaged or Tampered Packaging: The food arrived with visibly damaged, open, or tampered packaging that raises concerns about food safety.
• Delivery Failure: Your order was never delivered to the address provided, and the delivery was confirmed lost by our system or delivery personnel.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A charge appeared on your payment method that you did not authorize and that is confirmed to have originated from our platform.

Refund requests that do not meet at least one of the conditions above may not be approved. We reserve the right to assess each situation on a case-by-case basis and to request supporting evidence before making a final determination.

3. Timeframes for Refund Requests

Timeliness is critical when submitting a refund request for food orders, given the perishable nature of our products. Please observe the following timeframes:

Requests submitted outside of these timeframes will generally not be honored unless there are exceptional circumstances that prevented timely submission. Such circumstances must be documented and explained clearly at the time of submission.

4. Non-Refundable Items and Situations

While we strive to be fair and accommodating, certain items, charges, and circumstances are not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order was prepared or delivered.
• Incorrect Address Provided by Customer: If an order was undeliverable or delivered to the wrong location because you provided an incorrect address, no refund will be issued.
• Customer Unavailability: If a delivery was attempted and the customer was unavailable to receive it, and the order was left in a designated safe place per your instructions, refunds will not be provided.
• Partially Consumed Orders: If a significant portion of the food has been consumed before a quality complaint is submitted, the refund request may be denied or reduced to a partial refund.
• Delivery Fees: Delivery charges are generally non-refundable unless the order was never delivered due to an error on our part.
• Promotional Items and Free Gifts: Items received as part of a promotion, discount, or free offer are not eligible for refunds or exchanges.
• Orders Placed Through Third-Party Platforms: Orders placed via third-party delivery applications or aggregators are not eligible for refunds through Dions directly.
• Customization Requests Honored Correctly: If your customization instructions were followed as submitted, but you are dissatisfied with the result, a refund will not be issued.

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

To request a refund, please follow the steps outlined below. Failure to follow these steps may delay or prevent the processing of your request.

1. Gather Your Order Information: Before contacting us, have your order confirmation number, the date of the order, the items purchased, and the payment method used ready for reference.
2. Document the Issue: If your complaint involves incorrect items, missing food, damaged packaging, or poor quality, take clear photographs of the food and packaging. This documentation significantly supports your claim.
3. Contact Dions Customer Support: Reach out to our customer support team by email at [email protected]. Include your full name, order number, a description of the issue, and any supporting photographs.
4. Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days. Please do not submit duplicate requests, as this may slow down the review process.
5. Provide Additional Information if Requested: In some cases, our support team may need additional details to process your claim. Please respond promptly to any follow-up questions.
6. Receive a Decision: Once the review is complete, we will notify you by email of the outcome — whether a full refund, partial refund, store credit, or denial — along with an explanation.
7. Refund Issued: If approved, the refund will be processed using the original payment method within the applicable timeframe outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on the payment method used at checkout:

Please note that these timeframes reflect the time from Dions' side of processing. Actual credit availability may vary depending on your bank or financial institution. If you have not received your refund after the expected timeframe, please contact your bank first, then reach out to us if the issue persists.

7. Partial Refunds

In certain situations, a full refund may not be warranted, and a partial refund may be offered instead. Partial refunds may be granted in the following circumstances:

• Only a portion of the items in an order were incorrect or missing, and the rest of the order was satisfactory.
• Food quality was partially acceptable — for example, some items in a multi-item order were satisfactory while others were not.
• The order was substantially correct but contained a minor error that did not significantly impact the overall experience.
• A significant portion of the food was consumed before the quality complaint was submitted.
• The customer requested a refund for only certain items within the order.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable fees already incurred during fulfillment. Dions reserves the right to determine partial refund amounts at its reasonable discretion.

In lieu of a partial monetary refund, Dions may, at its option, offer store credit of equivalent or greater value for use on a future order placed through pizzdions.digital.

8. Exchange Policy

Due to the perishable nature of our food products, exchanges — meaning the replacement of one food item with another — are subject to the following conditions:

• Wrong Item Delivered: If you received an item that is entirely different from what you ordered, we will arrange for the correct item to be sent at no additional charge, subject to availability and operating hours.
• Replacement vs. Refund: Dions reserves the right to offer a replacement order rather than a monetary refund when the issue is the result of an internal error, such as an incorrect item being packed.
• No Exchange for Preference: We do not offer exchanges based on personal taste preferences. Food items that were prepared correctly per your order cannot be exchanged.
• Timing: Exchange requests must be submitted within 2 hours of receiving the order. After this window, a refund or store credit may be offered instead, as redelivery may not be feasible.

To request an exchange, please contact us at [email protected] as soon as possible with your order details and a description of the discrepancy.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed. As a result, cancellations are time-sensitive.

9.1 Orders Eligible for Cancellation

• Within 5 Minutes of Placing the Order: If you contact us within 5 minutes of order placement and food preparation has not yet begun, we may be able to cancel your order and issue a full refund.
• Technical Errors: If your order was placed due to a website error, duplicate submission, or unauthorized action, please contact us immediately and we will work to resolve the situation.

9.2 Orders Not Eligible for Cancellation

• Orders for which food preparation has already begun cannot be cancelled.
• Orders that have already been dispatched for delivery cannot be cancelled.
• Orders that have been picked up by the customer cannot be cancelled.

9.3 How to Cancel

To request a cancellation, contact us immediately at [email protected] with your order number and the reason for cancellation. Please be aware that due to the speed of our kitchen operations, we cannot guarantee that all cancellation requests will be fulfilled, even if submitted promptly.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request, or if you believe your concern was not adequately addressed, we encourage you to follow the dispute resolution steps below before pursuing external remedies.

10.1 Internal Escalation

If your initial refund request was denied or you are unsatisfied with the decision, you may escalate your concern by sending a formal written complaint to [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include all prior communications and any new evidence you wish to present. Escalated disputes will be reviewed by a senior member of our team within 5 business days.

10.2 Chargeback Notice

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card issuer. Chargebacks initiated without prior communication with Dions may result in delays, additional fees, or restrictions on your account. We are committed to resolving disputes fairly and efficiently when given the opportunity to do so.

10.3 External Remedies

If a dispute cannot be resolved through our internal process, customers in the United States have the right to file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection matters and unfair or deceptive business practices under the FTC Act.
• State Attorney General's Office: Consumers may also contact their state's Attorney General for assistance with unresolved consumer disputes.
• Better Business Bureau (BBB): www.bbb.org — for mediation and dispute resolution services.

11. Store Credit

In certain circumstances, Dions may offer store credit as an alternative to a monetary refund. Store credit is subject to the following terms:

• Store credit is valid for use on future orders placed through pizzdions.digital only.
• Store credit does not expire unless otherwise stated at the time of issuance.
• Store credit has no cash value and cannot be transferred to another person or account.
• Store credit cannot be combined with other promotional discounts unless explicitly permitted.
• Store credit will be applied automatically to your account and reflected at checkout.

12. Modifications to This Policy

Dions reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our website and services after any modifications constitutes your acceptance of the revised policy.

For significant changes, we may also notify registered users via email or through a prominent notice on our website.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy is effective as of March 29, 2026, and applies to all orders placed through pizzdions.digital on or after this date.