Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

At Dions, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that there may be occasions when an order does not meet your expectations, and we strive to address such situations fairly and promptly. This Refund Policy outlines the conditions under which refunds, exchanges, or cancellations may be granted, the processes involved, and the timeframes you can expect.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) as they relate to personal data used in processing transactions.

If you have any questions about this policy at any time, please do not hesitate to contact us using the details provided at the end of this document.

2. Eligibility Conditions for Refunds

A refund request from Dions may be considered eligible under the following conditions:

• Incorrect Order: You received food items that are materially different from what you ordered (e.g., wrong items, missing items, or incorrect quantities).
• Quality Issues: The food received was spoiled, contaminated, inedible, or otherwise failed to meet reasonable quality and safety standards at the time of delivery or pickup.
• Delivery Failure: Your order was confirmed and charged but was never delivered or made available for pickup within the expected timeframe without prior notice from us.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.
• Allergic Reactions Due to Mislabeling: If you experience a verifiable allergic reaction caused by inaccurate allergen information provided on our platform at the time of your order, you may be eligible for a refund, subject to documentation.
• Authorized Order Cancellations: Orders that are cancelled within the permitted cancellation window (see Section 8) before preparation begins.

To be eligible, you must submit your refund request within the timeframe specified in Section 3 below and provide sufficient supporting information or documentation where applicable.

3. Timeframes for Refund Requests

Timely reporting is essential in the food industry due to the perishable nature of our products. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis at the sole discretion of Dions. We strongly recommend contacting us as soon as possible after identifying an issue to ensure the most favorable outcome.

4. Non-Refundable Items and Situations

Certain circumstances and items are not eligible for refunds. Please review the following carefully before submitting a request:

• Change of Mind: Refunds will not be issued because you changed your mind about an item or no longer want your order after it has been prepared.
• Partially Consumed Items: If a significant portion of the food item has been consumed, a full refund will not be granted. A partial refund may be considered at our discretion (see Section 6).
• Delivery Delays Beyond Our Control: Delays caused by circumstances outside our reasonable control, such as severe weather events, natural disasters, traffic incidents, or third-party delivery service disruptions, are not grounds for a refund.
• Incorrect Address or Contact Information: If a delivery failure or delay is caused by an incorrect delivery address or unavailable contact information provided by the customer, no refund will be issued.
• Promotional or Complimentary Items: Items provided free of charge as part of a promotional offer are not eligible for cash refunds.
• Customized Orders: Orders with specific customizations made at the customer's request (special ingredients, specific preparation instructions) may not be eligible for refunds unless there is a clear error on our part.
• Late Pickup: If a customer fails to pick up a prepared order within a reasonable time after the confirmed pickup time (typically 30 minutes), no refund will be issued.
• Digital Gift Cards or Credits: Once purchased or applied, digital gift card values and store credits are non-refundable and non-transferable.

5. How to Request a Refund

To submit a refund request with Dions, please follow these steps carefully to ensure your request is processed efficiently:

1. Step 1 – Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Delivery or pickup address
   • A clear description of the issue
   • Photographs or video evidence of the issue, where applicable (e.g., incorrect items, quality concerns)
2. Step 2 – Contact Us: Submit your refund request using one of the following methods:
   • Email: Send a detailed message to [email protected] with the subject line "Refund Request – [Your Order Number]".
   • Website: Visit eat-dions.click and use our contact form to submit your request.
3. Step 3 – Await Acknowledgment: You will receive an acknowledgment of your request within 1 business day. This confirmation will include a reference number for your request.
4. Step 4 – Review and Assessment: Our customer service team will review your submission, which may include verifying order details, reviewing provided evidence, and consulting with relevant team members. This process typically takes 2 to 3 business days.
5. Step 5 – Decision Notification: We will notify you of our decision via the email address associated with your account or the contact information you provided. If your refund is approved, we will provide details of the refund amount and the expected processing timeframe.
6. Step 6 – Refund Processing: If approved, your refund will be processed according to the payment method timelines described in Section 7.

6. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remaining items were delivered as expected.
• The food item was partially consumed before a quality issue was identified.
• A delivery was significantly late (beyond 60 minutes from the estimated delivery time) but the order was ultimately received.
• A promotional discount was applied at the time of purchase, in which case the refund may reflect the proportional amount paid rather than the full retail value.
• The customer accepted an alternative resolution (such as a replacement item or store credit) for part of the order.

The amount of a partial refund will be determined at Dions' reasonable discretion based on the circumstances of each individual case. We are committed to being fair and transparent in all such determinations, and we will clearly communicate the rationale for any partial refund decision.

7. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will vary depending on the payment method used for the original transaction. Please review the estimated timeframes below:

Please note that while Dions initiates the refund promptly upon approval, the actual timing of when the funds appear in your account may also depend on your financial institution's processing times. Dions is not responsible for delays caused by banks or payment processors beyond our control.

If you do not receive your refund within the stated timeframe after receiving our approval notification, please contact your bank or payment provider first. If the issue persists, please reach out to us at [email protected].

8. Cancellation Policy

Given the nature of food preparation, our ability to accommodate order cancellations is limited once preparation has begun. Please review the following cancellation terms carefully:

8.1 Pre-Preparation Cancellations

Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order, provided that food preparation has not yet commenced. To cancel, please contact us immediately at [email protected] or through our website at eat-dions.click.

8.2 Cancellations After Preparation Has Begun

Once food preparation has started, cancellations are generally not accepted, and no refund will be issued. In exceptional circumstances (such as a verifiable emergency), Dions may, at its sole discretion, offer a partial refund or store credit. Such decisions are made on a case-by-case basis and are not guaranteed.

8.3 Cancellations by Dions

Dions reserves the right to cancel an order for reasons including but not limited to: unavailability of ingredients, operational issues, suspected fraudulent activity, or inability to fulfill delivery to a specified location. In the event Dions cancels your order, you will receive a full refund to your original payment method within the applicable timeframe outlined in Section 7, and you will be notified promptly via email.

9. Exchange Policy

Due to the perishable and consumable nature of food products, direct exchanges (replacing one food item for another) are handled differently from traditional retail exchanges. Dions' exchange policy is as follows:

• Incorrect Items: If you received items that were not what you ordered, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional cost, subject to availability. Alternatively, a refund for the affected item(s) may be issued.
• Unsatisfactory Quality: If a food item does not meet our quality standards, we will offer a replacement item of equal or similar value, or a refund for that item, at your preference.
• No Like-for-Like Swaps: Customers may not exchange items simply because they prefer a different menu item. Exchanges are only facilitated in cases of error or quality failure on our part.

To request an exchange, please follow the same process as outlined in Section 5. Indicate clearly in your communication that you prefer a replacement rather than a monetary refund.

10. Dispute Resolution Process

Dions is committed to resolving all customer concerns in a fair, efficient, and transparent manner. If you are dissatisfied with the outcome of your refund request, please follow the dispute resolution process below:

10.1 Internal Escalation

If your initial refund request has been denied or you believe the resolution offered is insufficient, you may escalate your concern by sending a detailed written appeal to [email protected] with the subject line "Refund Dispute Escalation – [Your Reference Number]". Please include a thorough explanation of why you believe the initial decision was incorrect, along with any additional supporting documentation. Our management team will review your appeal within 5 business days and provide a final written response.

10.2 Chargeback Notice

We encourage customers to contact us directly before initiating a chargeback with their bank or payment provider. Initiating a chargeback without first attempting resolution through our internal process may result in your account being flagged or suspended. Dions will respond fully and cooperatively to any chargeback inquiries initiated by payment processors.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated and internal resolution is unsuccessful, you have the right to contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• State Attorney General's Office: Contact the Attorney General of your state for state-specific consumer protection assistance.
• Better Business Bureau (BBB): www.bbb.org

California residents may also have additional rights and protections under state law, including the right to request information about how their personal data was used in processing transactions, pursuant to the California Consumer Privacy Act (CCPA/CPRA).

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any disputes arising from or relating to this policy that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless prohibited by applicable law.

11. Policy Updates

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

12. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the information below. Our customer service team is available to assist you and will respond to all inquiries as promptly as possible.

This Refund Policy was last reviewed and updated on May 28, 2026. © 2026 Dions. All rights reserved.