Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Introduction

Dion's Pizzeria ("we," "us," "our," or "Dion's") is committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can arise, and we want to make sure that every concern is handled fairly and efficiently. This Refund Policy governs all purchases made through our website dionspizzeria.rest, by phone, or in person.

By placing an order with Dion's Pizzeria, you agree to the terms outlined in this policy. If you have any questions before ordering, please contact us at [email protected] and we will be happy to assist you.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC). Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Dion's Pizzeria order. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong food item).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable food quality standards.
• Significant Delay: Your delivery order was delayed by more than 60 minutes beyond the estimated delivery time provided at the time of ordering, and you no longer wish to receive the order.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was confirmed as dispatched but never arrived and cannot be located.
• Allergic Reaction Due to Error: You explicitly notified us of an allergy at the time of ordering and received food containing that allergen due to our error. (Note: We strongly encourage all customers with severe food allergies to notify us prior to ordering, as cross-contamination risks exist in our kitchen.)

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 below. Dion's Pizzeria reserves the right to assess refund eligibility on a case-by-case basis and may request supporting information such as photographs of the food, order confirmation numbers, or other documentation.

3. Timeframes for Refund Requests

Prompt reporting of any issues helps us resolve them quickly and improves our service. The following timeframes apply to refund requests:

4. Non-Refundable Items and Situations

While we strive to accommodate every reasonable refund request, certain situations and items are not eligible for refunds:

• Orders that have been partially or fully consumed, where the complaint is based solely on personal taste preference rather than a verifiable quality issue.
• Requests made after the applicable reporting timeframes listed in Section 3.
• Promotional, discounted, or complimentary items received as part of a special offer, contest, or loyalty reward.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that incorrect address.
• Situations where the customer was unavailable at the delivery address after multiple delivery attempts.
• Dissatisfaction based solely on personal preference regarding ingredients, flavors, or preparation style that were accurately described at the time of ordering.
• Service fees, delivery fees, and tips paid to third-party delivery platforms (please contact the respective platform for these charges).
• Gift cards and e-gift certificates purchased through our website.
• Catering deposits for confirmed event bookings (subject to cancellation policy in Section 8).

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

Requesting a refund from Dion's Pizzeria is straightforward. Please follow the steps below:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • Your name and contact information
   • A clear description of the issue
   • Photographs of the food (if applicable — strongly recommended for quality issues)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: dionspizzeria.rest
   In your message, include the subject line: "Refund Request – Order #[Your Order Number]"
3. Describe the Issue: Provide a detailed description of the problem. Be specific — for example, "I ordered a large pepperoni pizza but received a medium mushroom pizza" is more helpful than "my order was wrong."
4. Submit Supporting Documentation: Attach any relevant photos, screenshots of your order confirmation, or other documentation that supports your claim. This will significantly speed up the review process.
5. Await Our Response: Our team will acknowledge your refund request within 1 business day and provide a resolution within 3 to 5 business days, depending on the complexity of the issue.
6. Refund Issuance: Once approved, your refund will be processed according to the payment method timelines outlined in Section 6. You will receive a confirmation email once the refund has been initiated.

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 your original payment method:

Please note that while we process refunds promptly on our end, the exact timing may vary depending on your bank or financial institution's processing times, which are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, and the rest of the order was received correctly and satisfactorily.
• A food quality issue affected only part of the order (for example, one pizza was unsatisfactory but other items were acceptable).
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will be calculated based on the actual amount paid.
• The customer consumed a significant portion of the food before raising a quality complaint, where a partial refund may be offered at our discretion as a goodwill gesture.
• Items were prepared correctly but a minor error existed (for example, a topping placed on the wrong half of a pizza when a whole-pizza correction was requested).

Dion's Pizzeria will always communicate clearly about the refund amount being issued and the reason for any partial refund. We aim to be fair and transparent in all our decisions.

8. Cancellation Policy

We begin preparing your food shortly after your order is confirmed, as we are committed to delivering fresh food promptly. For this reason, our cancellation window is limited.

8.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: A full refund will be issued if the order has not yet entered the preparation stage.
• Cancellation after 5 minutes: Once preparation has begun, cancellations may not be possible, and a refund may not be available. However, we will make every effort to accommodate your request and may offer a store credit in lieu of a cash refund at our discretion.
• To attempt a cancellation, please call us immediately or contact us via email at [email protected]. Time is critical — the sooner you contact us, the more likely we can accommodate your request.

8.2 Catering and Large Event Orders

• Cancellation more than 72 hours before the scheduled event: Full refund of any deposit paid, minus any non-recoverable ingredient or preparation costs already incurred.
• Cancellation between 24 and 72 hours before the event: 50% of the deposit will be refunded.
• Cancellation less than 24 hours before the event: No refund will be issued, as food preparation will have already commenced.

9. Exchange Policy

For food items, traditional "exchanges" are handled as replacement orders rather than physical product exchanges. If you received an incorrect item or an item that does not meet our quality standards, Dion's Pizzeria may offer the following at our discretion:

• Full Replacement: We will prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability and operating hours.
• Store Credit: If a replacement order is not feasible (for example, if we are near or past closing time), we may issue a store credit of equal value to be used on a future order.
• Refund: If neither a replacement nor store credit is acceptable to the customer, and the refund eligibility criteria in Section 2 are met, a monetary refund will be processed.

Replacement orders are subject to the same quality standards as the original order and will be prepared with the same level of care. We do not offer exchanges or replacements for food items that were prepared correctly according to the order but were rejected based solely on personal taste preferences.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes amicably and professionally. If you are not satisfied with the outcome of your refund request, the following process applies:

10.1 Internal Escalation

If you believe your initial refund request was handled incorrectly or unfairly, you may request an escalated review by sending an email to [email protected] with the subject line: "Escalated Refund Dispute – Order #[Your Order Number]". A senior team member will review your case within 5 business days and provide a final internal decision.

10.2 Chargeback and Payment Disputes

If you have paid by credit or debit card and believe a charge was unauthorized or incorrect, you have the right to dispute the charge with your bank or card issuer. We encourage you to contact us first, as most issues can be resolved quickly without the need for a formal chargeback. Chargebacks initiated without first contacting Dion's Pizzeria may take longer to resolve and can result in your account being flagged for review.

10.3 Consumer Protection Agencies

If you feel that your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-FTC-HELP (1-877-382-4357)
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Office — contact information varies by state.
• California Residents: May also contact the California Department of Consumer Affairs at www.dca.ca.gov or utilize rights under the CCPA/CPRA and the California Consumer Legal Remedies Act (CLRA).

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt good-faith resolution through informal negotiation or mediation. Dion's Pizzeria is committed to working with customers to reach a fair outcome without the need for litigation.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund and cancellation policy of that platform may also apply. In many cases, refund requests for orders placed through third-party platforms must be initiated directly with that platform. Dion's Pizzeria is not responsible for refund processing delays or decisions made by third-party platforms. However, if the issue is clearly the result of an error on our part (incorrect food preparation), we encourage you to contact us directly as well so we can assist in resolving the matter.

12. Changes to This Refund Policy

Dion's Pizzeria reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at dionspizzeria.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please contact our customer service team using the information below. We are dedicated to responding to all inquiries promptly and professionally.