Refund Policy

At Dions, we are committed to delivering the highest quality food products and customer experience. We understand that situations may arise where you are not fully satisfied with your order. This Refund Policy outlines your rights, the conditions under which refunds are granted, and the steps required to request one. Please read this policy carefully before placing your order.

This policy applies to all purchases made through our website dions-piz.top or directly through our establishment. By placing an order with Dions, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Dions takes great pride in the quality and freshness of every item we prepare. Every order is handled with care, and we strive to ensure that each customer receives exactly what they ordered, in perfect condition. However, we recognize that mistakes can happen, and we are committed to making things right when they do.

Our refund policy is designed to be fair to both our customers and our business. We ask that all refund requests be made in good faith and supported by reasonable documentation or explanation where applicable.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not fit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you specified a dietary restriction or allergy and the food was prepared incorrectly, you may be eligible for a refund. Please note that we are not responsible for cross-contamination in facilities that handle common allergens.
• Order Not Delivered: Your order was confirmed and paid for but never arrived, and was not picked up by you.
• Duplicate Charges: You were charged more than once for a single order due to a technical error.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows may not be honored, as perishable food items cannot be assessed for quality after a significant period of time has passed. We encourage customers to inspect their orders upon receipt and contact us promptly if there is a concern.

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Orders that have been fully consumed before the refund request is made, except in cases of verifiable food quality or safety issues.
• Orders where the customer changed their mind after the food was prepared.
• Items where the customer provided incorrect delivery information resulting in a failed delivery.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees, service fees, and tips paid to delivery drivers, unless the order was never delivered.
• Requests for refunds based on subjective dissatisfaction with taste, spice level, or personal preference when the item was correctly prepared as ordered.
• Gift cards and store credits once redeemed.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Do Not Discard Your Food: If the issue relates to food quality, please retain the item(s) in question. We may request photographic evidence.
2. Step 2 — Gather Your Information: Have the following ready before contacting us:
   • Your full name
   • Order number or confirmation email
   • Date and time of your order
   • Description of the issue
   • Photos of the incorrect or problematic item(s), if applicable
3. Step 3 — Contact Us: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: dions-piz.top
   Please use the subject line: "Refund Request — [Your Order Number]"
4. Step 4 — Await Review: Our customer service team will review your request and may follow up with additional questions. Please respond promptly to avoid delays.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will inform you of the refund amount and the method by which it will be issued. If your request is denied, we will explain the reason in writing.

6. Refund Processing Times by Payment Method

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

Please note that these timeframes reflect the processing time on our end. Your financial institution may take additional time to post the refund to your account. Dions is not responsible for any delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only one item in a multi-item order was incorrect, missing, or unsatisfactory — you will receive a refund for that item only.
• A food item was partially consumed before a quality issue was identified.
• A delivery arrived late but was not refused by the customer — a partial refund on the delivery fee may be offered at our discretion.
• A promotional discount was applied to the order, reducing the total refundable amount.

The amount of a partial refund will be calculated based on the proportional value of the item(s) in question relative to the total order value, after any discounts or fees are accounted for.

8. Exchange Policy

For food orders, traditional exchanges (returning one item for another) are generally not possible due to the perishable nature of prepared food. However, in cases where an incorrect item was delivered and the error is on our part, we will offer one of the following remedies at our discretion:

• Replacement Order: We will prepare and send the correct item at no additional charge, where feasible and within our operating hours.
• Store Credit: We may issue store credit equivalent to the value of the incorrect item for use on a future order.
• Full or Partial Refund: As described in the sections above.

We will work with you to find the most satisfactory solution given the circumstances. Our team will propose the most practical option based on the time of day, availability, and the nature of the issue.

9. Cancellation Policy

We understand that plans change. However, because we begin preparing food orders very quickly after they are placed, our cancellation window is necessarily short.

To cancel your order, please contact us immediately via email at [email protected] or through our website at dions-piz.top. Please include your order number and state "CANCELLATION REQUEST" in the subject line.

If the cancellation is accepted before preparation begins, you will receive a full refund to your original payment method within the timeframes described in Section 6.

If your order has already entered the preparation phase, we are unable to cancel it. In such cases, you may still be eligible for a refund under the quality or accuracy provisions described in Sections 2 and 7 if you receive your order and find it unsatisfactory for a covered reason.

Pre-Scheduled and Catering Orders: For large or pre-scheduled catering orders, cancellations must be made at least 48 hours in advance of the scheduled fulfillment time. Cancellations made less than 48 hours before may be subject to a cancellation fee of up to 50% of the order total to cover ingredient and preparation costs already incurred.

10. Dispute Resolution Process

We sincerely hope that all refund requests can be resolved directly between you and our customer service team. However, if you feel that your concern has not been adequately addressed, the following escalation process is available to you:

Step 1 — Internal Escalation

If you are unsatisfied with the initial response from our customer service team, you may request that your case be reviewed by a manager. Please email [email protected] with the subject line "Escalation Request — [Order Number]" and include all prior communications. We will respond within 3 business days.

Step 2 — Chargeback Rights

Under United States federal and state consumer protection laws, including the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC), you have the right to dispute a charge with your credit card issuer or bank if you believe you were billed incorrectly or did not receive what you paid for. We encourage you to exhaust direct resolution efforts with us before initiating a chargeback, as this allows for a faster and more efficient resolution.

Step 3 — State Consumer Protection Agencies

You may also contact your state's consumer protection office. In the United States, the FTC provides guidance at ftc.gov, and many states have their own consumer protection divisions. Residents of California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other state laws.

Step 4 — Informal Mediation

Before pursuing any formal legal action, both parties agree to attempt to resolve disputes through good-faith informal negotiation for a period of at least 30 days following written notice of the dispute.

Step 5 — Legal Action

If all other resolution methods fail, disputes may be submitted to a court of competent jurisdiction in accordance with applicable United States laws. Any legal action must be brought within the applicable statute of limitations under state law.

11. Consumer Rights Under U.S. Law

Dions respects all applicable consumer protection laws in the United States. This includes but is not limited to:

• The Federal Trade Commission Act (FTC Act): Prohibiting unfair or deceptive business practices.
• The Fair Credit Billing Act (FCBA): Providing billing dispute rights for credit card users.
• State Consumer Protection Statutes: Including those applicable in the state where our business operates and/or where our customers reside.

Nothing in this Refund Policy limits or waives any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the applicable law will govern.

12. Policy Updates

Dions reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at dions-piz.top with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Us for Refund Requests

If you have questions about this policy or wish to submit a refund request, please do not hesitate to contact us. Our customer service team is dedicated to resolving your concerns promptly and fairly.

This Refund Policy was last updated on April 22, 2026, and is effective as of that date. It supersedes all previous refund policies issued by Dions.