Refund Policy

Effective Date: June 7, 2026 | Last Updated: June 7, 2026

1. Introduction

At Dions, we are committed to delivering an exceptional food experience with every order. We understand that sometimes things do not go as expected, and we want to make sure our customers are treated fairly and respectfully when issues arise. This Refund Policy has been established to provide clear guidance on how we handle refund requests, cancellations, exchanges, and disputes in connection with food orders and related services purchased through our website at eatdions.click.

This policy has been drafted in compliance with applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices in commerce. We are dedicated to upholding your rights as a consumer and resolving any concerns promptly and fairly.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. To be considered eligible for a refund, the request must meet one or more of the following conditions:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong food items, wrong size, wrong toppings or customizations).
• Missing Items: Part or all of your order was missing upon delivery or pickup, and this was verified by our team.
• Food Quality Issues: The food delivered was spoiled, contaminated, undercooked, or presented a clear food safety concern at the time of receipt.
• Order Not Delivered: Your order was marked as delivered but never arrived, and this was confirmed after investigation by our support team.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize, and the claim is substantiated.
• Order Cancelled Before Preparation: You cancelled your order before it entered the preparation stage and are eligible under our cancellation policy (see Section 9).

Refund eligibility is determined on a case-by-case basis. Dions reserves the right to request supporting evidence such as photographs, order confirmation numbers, or other documentation before approving any refund request.

3. Timeframes for Refund Requests

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

We strongly encourage customers to report any issues as soon as possible after receiving their order. Requests submitted outside the stated timeframes may not be eligible for a refund, though we will review each situation with reasonable discretion.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Consumed or Partially Consumed Food: If a significant portion of the food has been eaten and a quality complaint is then raised without clear evidence of an issue prior to consumption, a refund may not be granted.
• Customization Errors by the Customer: If the incorrect order was a result of errors made by the customer during the ordering process (e.g., selecting the wrong size, incorrect toppings), refunds will not be issued, though we may offer a discount or courtesy credit at our discretion.
• Delivery Delays Due to Third-Party Carriers or External Factors: Delays caused by weather, traffic, third-party delivery partners, or other circumstances beyond our direct control are not grounds for a full refund, though partial refunds or credits may be considered.
• Orders Delivered to an Incorrect Address Provided by the Customer: If the customer provided the wrong delivery address, we cannot be held responsible for non-delivery.
• Promotional or Discounted Items: Items purchased at a special promotional rate or using a discount code may be subject to limited or no refund eligibility depending on the specific promotion terms.
• Catering and Bulk Orders: Catering orders or large volume purchases may have separate cancellation and refund terms that will be communicated at the time of booking.
• Digital Gift Cards or Credits: Once issued or redeemed, digital gift cards or store credits are non-refundable and non-transferable.

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

Submitting a refund request is straightforward. Please follow the steps below to ensure your request is processed as efficiently as possible:

1. Step 1 – Gather Your Information: Before reaching out, have your order confirmation number, the email address used to place the order, and a description of the issue ready. If applicable, take clear photographs of the food, packaging, or any damage.
2. Step 2 – Contact Our Support Team: Reach out to us via email at [email protected] or through the contact form available at eatdions.click. Include your full name, order number, date of order, a clear description of the issue, and any supporting photos or documentation.
3. Step 3 – Review and Investigation: Our customer support team will acknowledge your request within 1–2 business days and begin reviewing your case. We may follow up with additional questions or requests for information.
4. Step 4 – Decision Notification: Once our review is complete, we will notify you of our decision via email. If your refund is approved, we will inform you of the refund amount and processing timeline. If your request is denied, we will provide a reason and, where applicable, offer alternative resolutions such as store credit or a replacement item.
5. Step 5 – Refund Issuance: Approved refunds will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved by our team, the time it takes to receive the funds depends on your original payment method:

Please note that while Dions processes refunds promptly upon approval, additional delays may occur due to your bank or financial institution's processing policies. These delays are outside of our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us again.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Dions may issue a partial refund in the following circumstances:

• Only certain items in the order were incorrect, missing, or unsatisfactory while the remainder of the order was acceptable.
• The food quality issue affected only a portion of the order.
• A delivery was significantly delayed but ultimately received, and compensation is deemed appropriate for the inconvenience.
• The customer accepted part of the order and returned or rejected specific items.
• 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 issue. We will always communicate the rationale for a partial refund clearly and provide the customer with an opportunity to respond before finalizing the decision.

8. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are generally not feasible. However, Dions is committed to making things right when errors occur. In lieu of a monetary refund, we may offer the following alternatives:

• Replacement Order: If you received an incorrect or significantly deficient order, we may offer to send a replacement at no additional cost, subject to availability and operational feasibility at the time of the request.
• Store Credit: We may offer store credit equivalent to the value of the affected items, which can be applied toward a future order at eatdions.click.
• Discount Coupon: In some cases, we may provide a discount coupon for a future order as a gesture of goodwill.

These options will be presented to the customer at the time of resolution, and the customer may choose the remedy that best suits their needs, subject to the options available under the specific circumstances.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through eatdions.click:

9.1 Orders Not Yet in Preparation

If you wish to cancel your order and it has not yet entered the preparation stage, you may request a full cancellation and receive a complete refund. Please contact us immediately via email at [email protected] or through our website with your order number to initiate the cancellation process.

9.2 Orders Already in Preparation

Once an order has entered the preparation stage, cancellations may not be possible. If a cancellation is accepted under exceptional circumstances, a partial refund may be issued at our discretion, reflecting any costs already incurred.

9.3 Orders Out for Delivery

Orders that are already out for delivery cannot be cancelled. If you have concerns about the order upon receipt, please refer to the refund eligibility conditions outlined in Section 2.

9.4 Catering and Pre-Scheduled Orders

Catering orders or pre-scheduled large orders require at least 48 hours' notice for cancellation to be eligible for a full refund. Cancellations made within 48 hours of the scheduled order time may be subject to a cancellation fee of up to 50% of the total order value, depending on the preparation already undertaken.

10. Dispute Resolution Process

Dions is committed to resolving all refund disputes fairly and transparently. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Step 1 – Internal Escalation: Send a written request for reconsideration to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please clearly explain why you believe the initial decision was incorrect and include any additional supporting evidence. Our management team will review the escalated dispute within 5 business days.
2. Step 2 – Good Faith Negotiation: Both parties agree to attempt to resolve any disputes through direct, good faith communication before pursuing any formal legal remedies. We are committed to finding a mutually acceptable resolution whenever possible.
3. Step 3 – Chargeback or Payment Dispute: If you remain unsatisfied after our internal review, you have the right to initiate a chargeback through your bank or payment provider. Under the Fair Credit Billing Act (FCBA) and applicable card network rules, consumers have rights regarding disputed charges on credit and debit cards. We encourage customers to contact us before pursuing chargebacks, as we are committed to resolving legitimate concerns directly.
4. Step 4 – Consumer Protection Complaints: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov, your state's Attorney General office, or the Better Business Bureau (BBB). If you are located in California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Protection laws.
5. Step 5 – Formal Legal Action: In the event that a dispute cannot be resolved through the above steps, either party may pursue resolution through the appropriate courts in the jurisdiction where Dions operates, in accordance with applicable United States federal and state law.

11. Consumer Rights Under Applicable Law

As a business operating in the United States, Dions is subject to federal and state consumer protection laws. Under the FTC Act, we are prohibited from engaging in unfair or deceptive trade practices. We are committed to full compliance with these laws and with any applicable state regulations governing food businesses and consumer transactions.

Depending on your state of residence, you may have additional consumer rights. For example, consumers in California may have specific rights under the California Consumer Protection Act, the California Unfair Competition Law (UCL), and other state statutes. We encourage you to familiarize yourself with the consumer protection laws applicable in your state.

12. Modifications to This Refund Policy

Dions reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our website or services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or refund-related inquiries, please contact our customer support team using the information below. We aim to respond to all inquiries within 1–2 business days.

When contacting us about a refund, please include the following information to help us process your request as quickly as possible:

• Full name
• Email address used for the order
• Order confirmation number
• Date and time of the order
• Description of the issue
• Photos or supporting evidence (if applicable)
• Your preferred resolution (refund, replacement, store credit, etc.)

This Refund Policy was last updated on June 7, 2026, and is effective as of the same date. All previous versions of this policy are superseded by this document.