Refund Policy

At Dions, we are committed to delivering a high-quality food experience to every customer. We understand that there are occasions when an order may not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for addressing such situations. Please read this policy carefully before placing an order through our website at pizzdion.digital.

1. Overview

This Refund Policy applies to all purchases, orders, and transactions made through our website pizzdion.digital or directly through our establishment. By completing a purchase with Dions, you agree to be bound by the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page with a revised effective date.

As a food service business operating in the United States, Dions complies with applicable consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

Due to the perishable nature of food products, refunds are evaluated on a case-by-case basis. You may be eligible for a refund or replacement under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards upon receipt.
• Damaged or Tampered Packaging: The packaging was visibly damaged or showed signs of tampering upon delivery.
• Significant Delivery Delays: Your order arrived significantly later than the estimated delivery time provided at the time of purchase, resulting in food that is no longer fit for consumption.
• Allergic Reactions Due to Incorrect Ingredients: If you specified an allergy or dietary restriction and the order was prepared incorrectly as a result, you may be eligible for a refund. Please contact us immediately in such cases.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

3. Timeframes for Refund Requests

To maintain food safety standards and operational efficiency, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly recommend contacting us as soon as you identify an issue with your order.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Customized orders where you provided specific instructions that were followed correctly.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Delivery fees (except in cases where a delivery was entirely undelivered).
• Service fees or platform processing fees, unless the error was caused by Dions.
• Orders where incorrect delivery address information was provided by the customer.
• Orders that were refused at the time of delivery without a valid reason.
• Gift cards, loyalty points, or promotional credits.

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

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

1. Step 1 – Do Not Discard the Food: If possible, retain the food item(s) in question. Photographs or physical evidence of the issue will significantly support your claim.
2. Step 2 – Document the Issue: Take clear photographs of the incorrect, damaged, or unsatisfactory item(s), including the packaging, receipt, and any visible defects.
3. Step 3 – Contact Dions: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pizzdion.digital
4. Step 4 – Provide Required Information: When contacting us, please include the following details:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or credit)
5. Step 5 – Await Review: Our customer support team will review your request and respond within 1–2 business days. We may request additional information if needed.
6. Step 6 – Receive Resolution: Once your request is approved, we will initiate the appropriate refund, replacement, or credit as determined by our team in accordance with this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the refund to be reflected in your account will depend on your original payment method:

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may be granted in the following situations:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• The food was partially consumed before the issue was identified, and only the unconsumed portion is being disputed.
• The quality issue was minor and did not significantly impact the overall order (e.g., slight overcooking on one item).
• A delivery delay affected only part of an order (e.g., a side dish was cold but the main item was acceptable).
• A promotional discount was applied at the time of purchase, and the refund is calculated based on the amount actually paid.

The amount of any partial refund will be determined at the sole discretion of Dions based on the nature and extent of the reported issue.

8. Exchange Policy

In many cases, Dions may offer a replacement rather than a monetary refund. If you received an incorrect or defective item, we are happy to prepare and deliver or make available a replacement item of equal value, subject to the following conditions:

• The replacement request must be made within the same timeframe as a refund request (see Section 3).
• Replacement items are subject to availability. If a particular item is unavailable, an alternative of equal or greater value may be offered, or a refund will be issued.
• Replacements are offered at no additional charge for the food item itself. However, delivery fees may apply for replacement deliveries depending on the circumstances.
• Replacements will not be issued for orders that have been fully consumed.
• Dions reserves the right to limit the number of replacement orders per customer account to prevent abuse of this policy.

If you prefer a monetary refund over a replacement, please indicate this clearly when contacting our customer support team.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please be aware of the following terms regarding order cancellations:

9.1 Online Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet been accepted or begun preparation.
• Cancellation after 5 minutes but before preparation begins: Refund may be issued at the discretion of our team. Please contact us immediately at [email protected].
• Cancellation after preparation has begun: No refund will be issued, as ingredients have already been used and labor costs have been incurred.
• Cancellation after dispatch for delivery: No refund will be issued once the order has been dispatched. You may still receive and keep the order.

9.2 Pre-Orders and Catering Orders

• Cancellations made more than 48 hours before the scheduled date: Full refund issued.
• Cancellations made 24–48 hours before the scheduled date: 50% refund issued.
• Cancellations made less than 24 hours before the scheduled date: No refund will be issued, as preparation and ingredient procurement will have already taken place.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or complaint request, Dions has established the following dispute resolution process:

1. Internal Review: Contact our customer support team at [email protected] and request an escalation of your case. Our management team will conduct a secondary review of your complaint and respond within 3–5 business days.
2. Written Complaint: If the internal review does not resolve your concern, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Complaint – [Your Order Number]." Our team will investigate and respond with a final determination within 10 business days.
3. Mediation: If a resolution cannot be reached through internal processes, both parties agree to attempt resolution through good-faith mediation before pursuing any legal action.
4. Regulatory Complaint: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency if you believe your consumer rights have been violated.
5. Legal Action: Any legal disputes that cannot be resolved through the above means will be governed by the laws of the United States and the applicable state in which the transaction occurred. By using our services, you agree that disputes shall be resolved on an individual basis and not as part of a class action.

11. Chargebacks and Payment Disputes

We encourage all customers to contact Dions directly before initiating a chargeback with their bank or credit card provider. Chargebacks initiated without prior contact may result in the suspension of your account and the inability to place future orders. We are committed to resolving all legitimate disputes fairly and promptly.

If you have initiated a chargeback, please also notify us at [email protected] so we can work toward a resolution in parallel with your financial institution.

12. Fraudulent Claims

Dions takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or exaggerated claims for refunds may have their account permanently suspended and may be subject to legal action. We use order tracking, delivery confirmation, and photographic documentation to verify all refund requests.

13. Consumer Rights Under United States Law

This Refund Policy does not limit or exclude any consumer rights that you may have under applicable federal or state laws in the United States. The FTC Act prohibits unfair or deceptive acts and practices in commerce, and Dions is committed to full compliance with all applicable consumer protection regulations. If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) relating to your personal information used in processing your refund request.

14. Changes to This Refund Policy

Dions reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzdion.digital. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

15. Contact Information for Refund Requests

For all refund requests, cancellations, or general inquiries regarding this policy, please contact us using the information below. Our customer support team is ready to assist you.

This Refund Policy was last reviewed and updated on April 26, 2026. For the most current version of this policy, please visit pizzdion.digital.