Refund Policy

Effective Date: March 25, 2026  |  Last Updated: March 25, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases, orders, and transactions made through pizzasdions.top or directly with Dions. By placing an order with us, you agree to the terms outlined in this Policy. We encourage all customers to read this document carefully before completing any purchase.

Dions operates in the United States and complies with applicable consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection statutes. This Policy is designed to be transparent, fair, and consistent for every customer.

2. Contact Information for Refund Requests

Before diving into the details of our policy, here is how you can reach us for any refund-related matter:

3. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. The following conditions must generally be met for a refund request to be considered eligible:

• Incorrect Order: You received a food item that is different from what you ordered (wrong item, wrong size, wrong toppings, or missing components).
• Missing Items: Part of your order was not delivered or included in your pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your delivery arrived significantly late beyond the estimated time due to an error on our part, rendering the food unacceptable.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Received: Your order was confirmed and paid for but never arrived and was not collected.

Dions reserves the right to evaluate each refund request on a case-by-case basis. Photographic evidence or other documentation may be requested to verify the issue before processing a refund.

4. Non-Refundable Items and Situations

Certain situations and purchases are not eligible for refunds. Please review the following carefully:

5. Timeframes for Refund Requests

Timing is critical in the food industry. Due to the perishable nature of our products, we require all refund requests to be submitted within the following timeframes:

• Food Quality or Incorrect Order Issues: Must be reported within 2 hours of receiving your order.
• Missing Items: Must be reported within 2 hours of receiving your order or upon pickup.
• Billing or Duplicate Charge Issues: Must be reported within 7 calendar days of the transaction date.
• Order Not Received: Must be reported within 24 hours of the scheduled delivery or pickup time.

Requests submitted beyond these windows may be reviewed at the sole discretion of Dions management, but we cannot guarantee resolution outside the stated timeframes.

6. How to Request a Refund – Step-by-Step

To make the refund process as smooth as possible, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photos or videos of the problem (if applicable, e.g., wrong item, quality issue)
   • Your preferred contact method and refund method
2. Contact Dions: Reach out to us via email at [email protected]. Include all relevant details in your initial message to help us process your request faster.
3. Wait for Acknowledgment: Our team will acknowledge your request within 1 business day of receipt. Please check your spam or junk folder if you do not receive a response.
4. Review Process: Our team will review your claim, which may include verifying your order details, reviewing photos, and consulting delivery records. This process typically takes 1 to 3 business days.
5. Decision and Resolution: Once a decision has been made, you will be notified by email. If approved, your refund will be processed according to the timeframes listed in Section 8 of this Policy.
6. Follow-Up: If you do not receive a response within the stated timeframe, please send a follow-up email to [email protected] referencing your original request.

7. Partial Refunds

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

• Only a portion of the items in an order were incorrect, missing, or unsatisfactory.
• A food item was partially consumed before the quality issue was identified.
• The issue relates to a minor error (e.g., one missing topping) that does not justify a full refund of the entire order.
• Delivery was significantly delayed, but the food was still delivered and accepted.

The amount of any partial refund will be determined by Dions at its reasonable discretion, based on the nature and extent of the issue reported. We will always aim to provide a fair and proportionate resolution.

8. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while Dions processes refunds promptly upon approval, actual posting times depend on your bank or payment provider. Dions is not responsible for additional delays caused by third-party financial institutions.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning one item for another) are generally not possible. However, we do offer the following accommodations:

• Replacement Orders: If you received an incorrect item and report it within the required timeframe (see Section 5), we may, at our discretion, offer to send a replacement order at no additional charge, subject to operational availability.
• Store Credit: In situations where a replacement is not feasible, we may issue store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• Remaking In-Store: For pickup orders where a quality issue is identified immediately at our location, our team will make every effort to prepare a fresh replacement on the spot.

Exchanges and replacements are evaluated on a case-by-case basis and are subject to ingredient and product availability at the time of the request.

10. Cancellation Policy

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

10.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparation, you will receive a full refund. Please contact us immediately at [email protected] to request a cancellation.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted, and no refund will be issued. Preparation typically begins within 5 to 10 minutes of order confirmation.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled under any circumstances.

10.2 Catering and Large Group Orders

For catering orders or large group orders placed in advance:

• Cancellations made 48 hours or more before the scheduled date: Full refund.
• Cancellations made 24 to 48 hours before the scheduled date: 50% refund.
• Cancellations made less than 24 hours before the scheduled date: No refund, as ingredients and staff will have been committed.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dions provides a structured dispute resolution process to ensure your concerns are heard fairly.

11.1 Step 1 – Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation by emailing [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Please include a detailed explanation of why you believe the original decision should be reconsidered, along with any additional supporting evidence.

11.2 Step 2 – Management Review

Escalated disputes will be reviewed by a senior member of our management team within 5 business days. You will receive a formal written response via email detailing the outcome of this review.

11.3 Step 3 – Third-Party Mediation

If the dispute remains unresolved after our internal review, you may seek resolution through the following channels:

• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• Federal Trade Commission (FTC): Consumer complaints may be submitted to the FTC at reportfraud.ftc.gov.
• State Consumer Protection Office: You may contact your state's Attorney General office or consumer protection agency for further assistance.
• Credit Card Chargeback: You retain the right to dispute charges with your credit card or bank provider in accordance with their policies and applicable law.

11.4 Governing Law

This Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state laws. Dions complies with all applicable federal consumer protection regulations, including those enforced by the Federal Trade Commission under the FTC Act.

12. Special Circumstances

We recognize that extraordinary situations may arise. In cases of severe weather, natural disasters, technical outages, or other events beyond our control (force majeure), Dions will make every reasonable effort to communicate with affected customers and provide appropriate remedies, including store credits or reschedule options, where full refunds may not be feasible.

13. Allergen and Dietary Restriction Disclaimer

Dions takes food safety and allergen concerns seriously. However, customers are responsible for communicating any dietary restrictions, allergies, or special preparation requirements clearly at the time of ordering. Refunds will not be issued for allergen-related issues if the allergy or dietary need was not disclosed during the ordering process. If you have a severe allergy, we strongly encourage you to speak directly with our staff before placing your order.

14. Modifications to This Policy

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

15. Summary Table

16. Contact Us

For all refund-related inquiries, please do not hesitate to reach out to our team. We are committed to resolving your concerns promptly and professionally.

This Refund Policy was last reviewed and updated on March 25, 2026. Dions is committed to fair and transparent practices in all customer interactions.