Refund Policy

Last Updated: March 21, 2026

1. Introduction

At Dions, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that sometimes things do not go as expected, and we want to make sure that any issues with your order are resolved quickly and fairly.

This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, partial credits, and exchanges for orders placed through our website pizzas-dionss.click. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state laws.

If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Dions experience. A refund may be issued under the following conditions:

• Your order was confirmed and paid for through our official website pizzas-dionss.click.
• The food item(s) you received were incorrect — meaning they did not match your confirmed order.
• The food item(s) were missing from your delivery or pickup order.
• The food item(s) arrived in an unsatisfactory condition, such as being spoiled, contaminated, or significantly different in quality from what is reasonably expected.
• Your order was never delivered within a reasonable timeframe and no alternative resolution was provided by our team.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website resulted in an incorrect charge.

Refund eligibility is subject to verification by our customer support team. We may request supporting documentation, such as photos of the received items, to process your claim.

3. Timeframes for Refund Requests

To ensure timely resolution, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to contact us as soon as possible after experiencing any issue with their order.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following items and situations are not eligible for a refund:

• Orders that have been fully consumed or significantly consumed before the complaint is made.
• Changes in personal taste or preference after the order has been prepared and delivered.
• Customization requests that were fulfilled correctly as specified by the customer at the time of ordering.
• Orders affected by delivery delays caused by factors outside our reasonable control, including severe weather, traffic conditions, or third-party delivery service disruptions, unless the delay is extreme and no reasonable resolution was offered.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Digital gift cards or vouchers that have already been redeemed.
• Orders where the customer provided an incorrect delivery address that resulted in non-delivery.
• Refund requests made after the applicable deadline outlined in Section 3 of this policy.

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

To request a refund, please follow the steps outlined below. This process is designed to be straightforward and efficient so we can resolve your issue as quickly as possible.

1. Contact Our Customer Support Team: Reach out to us by email at [email protected]. In your message, include the subject line: "Refund Request – Order #[Your Order Number]".
2. Provide Your Order Details: Include the following information in your email:
   • Your full name
   • Your order number
   • The date and time of your order
   • The email address used to place the order
   • A clear description of the issue
3. Attach Supporting Documentation: If applicable, attach clear photographs of the food item(s) in question, screenshots of any incorrect charges, or any other evidence that supports your claim.
4. Wait for Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days.
5. Review and Resolution: Our team will review your request and documentation. We may contact you for additional information if needed. A final decision on your refund eligibility will be communicated to you within 3–5 business days of receiving your complete request.
6. Refund Issuance: If your refund is approved, we will process it according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method:

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

In some cases, we may offer a store credit or account credit as an alternative to a monetary refund. Store credit will be applied to your Dions account and can be used on future orders placed through pizzas-dionss.click.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• The food quality issue affected only specific items within a larger order.
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid rather than the full price.
• The customer has partially consumed the order before identifying the issue, making a full refund unreasonable.

The amount of any partial refund will be determined by our customer support team on a case-by-case basis, taking into account the nature and extent of the issue reported.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges. However, in circumstances where an incorrect item was delivered, we will make every effort to:

• Prepare and deliver the correct item as soon as reasonably possible, subject to availability and operational capacity at the time of the complaint.
• Offer a replacement item of equal value on your next order if same-day replacement is not feasible.
• Provide a store credit equivalent to the value of the incorrect item if neither of the above options is suitable.

Replacement orders are subject to the same quality and preparation standards as original orders. We cannot guarantee replacement delivery within a specific timeframe, as it is dependent on our kitchen and delivery capacity at the time of the request.

9. Cancellation Policy

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

9.1 Online Orders

• Before Preparation Begins: If you contact us to cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Orders can typically be cancelled within 5 minutes of placement, as food preparation begins quickly after an order is confirmed.
• During Preparation: Once your order has entered the preparation stage, cancellation may not be possible. In this case, we may offer a partial refund or store credit at our discretion.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued in this situation unless the order qualifies under another eligible refund condition outlined in this policy.

9.2 How to Cancel an Order

To request an order cancellation, please contact us immediately by email at [email protected]. Include your order number and the reason for cancellation. Due to the time-sensitive nature of food preparation, we recommend contacting us as quickly as possible after placing your order.

9.3 Scheduled Orders

If you have placed an order scheduled for a future date or time, you may cancel it up to 1 hour before the scheduled preparation time for a full refund. Cancellations made within 1 hour of the scheduled preparation time may be subject to a cancellation fee or store credit only.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

10.1 Internal Escalation

If your initial refund request is denied or you are unhappy with the resolution provided, you may request an escalation to our management team. To do so, reply to the email correspondence related to your original refund request and clearly state that you wish to escalate the matter. Our management team will review your case within 5–7 business days and provide a final internal decision.

10.2 Chargeback Rights

You may have the right to initiate a chargeback through your credit card issuer or payment provider if you believe a charge was made in error or if your order was not fulfilled as described. We encourage you to attempt to resolve any issue directly with us before initiating a chargeback, as this allows us to address your concerns more efficiently. However, we fully respect your rights under applicable payment network rules and consumer protection laws.

10.3 Consumer Protection Resources

As a customer in the United States, you are protected by federal and state consumer protection laws. If you believe your consumer rights have been violated, you may contact:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office for state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Resolution Encouraged

Before pursuing formal dispute resolution channels, we strongly encourage customers to contact us directly. Most concerns can be resolved quickly and amicably through direct communication with our team.

11. Modifications to This Policy

Dions reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzas-dionss.click. The "Last Updated" date at the top of this page will reflect the date of the most recent revision.

We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our website and services after any modification to this policy constitutes your acceptance of the revised terms.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or questions about this policy, please contact our customer support team using the information below: