Refund Policy

Effective Date: March 18, 2026  |  Last Updated: March 18, 2026

1. Introduction

At Dions Pizza, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food products and delivering a positive experience to every customer. We understand that occasionally issues may arise with your order, and we are committed to resolving those issues in a fair, transparent, and timely manner.

This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution for orders placed through our website at dionspizza.digital. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

We want to ensure that every customer receives exactly what they ordered. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza, wrong toppings, wrong size, or wrong item entirely).
• Missing Items: Part of your order was not included in your delivery or pickup.
• Poor Food Quality: The food received was clearly undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Food Safety Concerns: A foreign object was found in your food, or there is a credible concern about contamination.
• Order Not Delivered: Your delivery order was confirmed and paid for but was never received, and the issue is verified by our records.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated time provided, rendering the food unacceptable (e.g., cold pizza delivered more than 60 minutes beyond the quoted time).
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A transaction was completed on your account without your authorization.

Refund eligibility is assessed on a case-by-case basis. Dions Pizza reserves the right to request supporting documentation, such as photographs of the item received, to verify a refund claim.

3. Timeframes for Refund Requests

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

We strongly encourage you to contact us as soon as possible after identifying an issue with your order. Requests submitted outside the specified timeframes may not be eligible for a refund, except where required by applicable law.

4. Non-Refundable Items and Services

The following circumstances and items are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the order was prepared or dispatched.
• Dissatisfaction based solely on personal taste preferences (e.g., "I don't like how it tastes") when the item was prepared correctly as ordered.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders that were picked up and partially or fully consumed before a complaint is raised.
• Delivery fees, service fees, or platform fees, unless the order was never delivered due to our error.
• Promotional items, free add-ons, or complimentary products offered at no charge.
• Customization errors made by the customer during the order placement process (e.g., incorrectly selecting toppings online).
• Orders where the customer was unavailable at the time of delivery and the food was left at the agreed location.
• Digital gift cards or promotional credits purchased or redeemed.

5. How to Request a Refund (Step-by-Step)

Submitting a refund request is simple. Please follow the steps below:

1. Gather Your Order Information: Before contacting us, have your order number, the date and time of your order, and a description of the issue ready. If applicable, take clear photographs of any incorrect, missing, or unsatisfactory items.
2. Contact Our Customer Support Team: Reach out to us using one of the methods listed below:
   • Email: [email protected]
   • Website: dionspizza.digital
3. Provide Required Details: In your message, include:
   • Your full name
   • Your order number or confirmation number
   • The email address or phone number used to place the order
   • A clear description of the issue
   • Supporting photos or evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Wait for Confirmation: Our team will acknowledge your request within 1 business day of receiving it.
5. Review and Decision: Our customer service team will review your claim, which may include checking our internal order records and preparation logs. A decision will be communicated to you within 3 business days.
6. Refund Issued: If your refund is approved, it will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or payment provider. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only some items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for those specific items only.
• The order was partially consumed before the issue was reported — we may refund only the unconsumed portion.
• An item was prepared correctly but with a minor deviation that does not warrant a full refund (e.g., slightly less topping than requested).
• A delivery fee is non-refundable but the food items are being refunded.

Partial refund amounts will be calculated based on the original price paid for the specific item(s) in question. The customer will be informed of the partial refund amount prior to processing.

8. Exchange Policy

In lieu of a monetary refund, Dions Pizza may offer to replace your order or exchange an incorrect item under the following conditions:

• The original incorrect or unsatisfactory item is reported within 24 hours of receipt.
• The item has not been fully consumed.
• Replacement availability is confirmed at the time of the request.

If you prefer a replacement over a refund, please indicate this preference when submitting your refund request. Replacements are subject to availability and our standard preparation and delivery timeframes. We cannot guarantee same-day replacements in all cases.

Please note that exchanges and replacements are offered as a courtesy. Selecting a replacement does not waive your right to request a refund if the replacement also fails to meet reasonable expectations.

9. Cancellation Policy

Because our food is prepared fresh and promptly after an order is received, there is a very limited window during which an order can be cancelled.

9.1 Cancellation Window

• Online Orders: Cancellations may be requested within 5 minutes of placing your order online, provided the order has not yet entered the preparation stage.
• Phone Orders: Cancellations must be requested immediately by calling our location directly. If food preparation has already begun, cancellation may not be possible.
• In-Store Orders: Once an in-store order has been submitted to the kitchen, it cannot be cancelled.

9.2 Cancellation Refunds

• If your cancellation is accepted before preparation begins, a full refund will be issued to your original payment method.
• If your cancellation request is received after preparation has begun, a refund will not be issued, except at the discretion of management.
• Cancellations due to a system error or technical failure on our website will be fully refunded.

9.3 How to Cancel an Order

To request an order cancellation, please contact us immediately at [email protected] or through our website at dionspizza.digital with your order number and reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair and efficient manner. If you are not satisfied with the resolution offered by our customer service team, you may escalate your concern through the following process:

1. Step 1 – Contact Customer Support: Submit your concern to [email protected]. Our team will attempt to resolve the issue within 3 business days.
2. Step 2 – Escalation to Management: If you are unsatisfied with the initial response, request that your case be escalated to a manager. Management will review your case and respond within 5 business days.
3. Step 3 – Formal Written Complaint: If the issue remains unresolved, you may submit a formal written complaint to our business email at [email protected] with the subject line "Formal Complaint – Refund Request." We will provide a final written decision within 10 business days.
4. Step 4 – Third-Party Resolution: If you are still not satisfied, you have the right to:
   • File a complaint with the Federal Trade Commission (FTC) at ftc.gov.
   • Contact your state's Attorney General's Consumer Protection Office.
   • Pursue a chargeback through your credit card issuer or payment provider, subject to their terms and conditions.
   • Seek resolution through a licensed mediation or arbitration service.

11. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card company without first attempting to resolve the issue with us, Dions Pizza reserves the right to provide our records, including order confirmations, delivery logs, and communication records, to contest the chargeback. We ask that customers contact us first to allow us the opportunity to correct the issue.

Abuse of the chargeback process or submission of fraudulent refund claims may result in the suspension or permanent ban of your account and may be reported to relevant authorities where required by law.

12. Consumer Rights Under United States Law

This Refund Policy does not limit or override any rights you may have under applicable United States federal or state law, including:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive business practices.
• State Consumer Protection Laws: Depending on your state of residence, additional protections may apply. For example, California residents may have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding the handling of personal data submitted during a refund request.
• Credit Card Chargeback Rights: Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute billing errors, including charges for goods not received.

13. Policy Modifications

Dions Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact us using the information below:

We aim to respond to all refund-related inquiries within 1 business day. Your satisfaction is our priority, and we are here to help resolve any concerns as quickly and fairly as possible.

This Refund Policy was last updated on March 18, 2026. © 2026 Dions Pizza. All rights reserved. This policy applies exclusively to orders placed through dionspizza.digital.