Refund Policy

At Dion's Cafe, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order through our website at dionscafe.digital or at our physical location, you agree to the terms set forth in this policy.

Please read this policy carefully before placing your order. If you have any questions, do not hesitate to contact us at [email protected].

1. Overview and Our Commitment

Dion's Cafe takes pride in the quality of every item we prepare and serve. Our team works diligently to ensure that all orders are accurate, fresh, and prepared to the highest standards. However, we recognize that mistakes can happen, and we are dedicated to resolving any issues fairly and promptly.

This policy applies to all orders placed through our website dionscafe.digital, our mobile ordering platform, third-party delivery services, and in-person purchases at our establishment. Please note that orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) may be subject to those platforms' own refund and cancellation policies in addition to ours.

2. Eligibility Conditions for Refunds

Refund requests will be considered and may be approved under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong item, missing item, or wrong customization).
• Food Quality Issues: The food item(s) you received were of unacceptable quality, including but not limited to: undercooked or overcooked food, food that appears spoiled or has an unusual odor, or food items that do not meet basic health and safety standards.
• Allergic Reactions or Ingredient Errors: You received food containing an ingredient you explicitly requested to be excluded due to a food allergy or dietary restriction, and this was clearly documented at the time of ordering.
• Delivery Errors: Your order was not delivered within a reasonable timeframe due to an error on our part, or your order was not delivered at all despite being confirmed and charged.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Portion Discrepancy: The portion size of your order was significantly smaller than what is advertised or reasonably expected based on the menu description.

3. Timeframes for Refund Requests

To ensure we can appropriately investigate and resolve your concern, refund requests must be submitted within the timeframes outlined below:

Refund requests submitted outside of these timeframes will generally not be accepted unless exceptional circumstances exist. We encourage customers to inspect their orders promptly upon receipt and to contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Food Already Consumed: If more than half of the food item has been consumed before the complaint is raised, a refund will generally not be issued unless a serious quality or safety issue is identified.
• Customization Preferences: If you ordered food with specific customizations that were correctly fulfilled but you are dissatisfied with how those customizations taste, a refund will not typically be issued.
• Promotional or Discounted Items: Items purchased at a discounted rate through special promotions or limited-time offers may not be eligible for a refund unless there is a quality or accuracy issue.
• Gift Cards and Store Credits: Gift cards purchased are non-refundable and non-transferable for cash value.
• Delivery Fees: Delivery fees charged at the time of the order are generally non-refundable unless the delivery was not completed due to an error on our part.
• Third-Party Platform Orders: Orders placed and fulfilled through third-party delivery platforms are subject to those platforms' refund policies. Dion's Cafe may have limited ability to issue refunds for such orders.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.

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

To request a refund, please follow the steps outlined below to ensure your request is processed as efficiently as possible:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food item(s) in question (if applicable)
   • Your preferred method of refund
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: dionscafe.digital (use the Contact or Support page)
3. Submit Your Request: Provide all relevant information, including your order number, a detailed description of the issue, and any supporting photographs or documentation.
4. Await Review: Our customer service team will review your request and may follow up with additional questions within 1–2 business days.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and the refund amount, if applicable. Refunds will be processed 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 your refund depends on your original payment method. Please review the expected processing times below:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Dion's Cafe is not responsible for delays caused by your bank's processing times. If you have not received your refund within the timeframe listed above, please contact your bank 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 in a multi-item order were incorrect or unsatisfactory, and the remaining items were received in acceptable condition.
• A food item was partially consumed before the issue was identified, but a legitimate quality concern exists.
• A delivery was partially completed (e.g., some items were missing from an otherwise correct order).
• A promotional discount was applied to the order, and the refund reflects only the amount actually paid for the affected item(s).
• The issue reported is minor and does not warrant a full refund based on our assessment.

In all cases of partial refunds, our customer service team will communicate the amount to be refunded and the reasoning behind the decision before processing the refund.

8. Exchange Policy

Where possible and practical, Dion's Cafe will offer an exchange or replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• Exchanges are available for in-person orders or orders picked up at our location and must be requested at the time of or within 1 hour of receiving the original order.
• The item to be exchanged must be returned in its original packaging (if applicable) and must not have been substantially consumed.
• Exchanges for delivery orders may not always be possible depending on the delivery distance, but we will make every effort to accommodate your request.
• If the replacement item is of greater value than the original item ordered, the customer will be responsible for paying the price difference.
• If the replacement item is of lesser value than the original item, the customer will receive the difference as store credit or a partial refund at their discretion.
• Exchanges are subject to menu availability. If the desired exchange item is not available, a full refund will be offered instead.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below to understand your options:

9.1 Online Orders (Pickup and Delivery)

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, provided that preparation has not yet begun.
• Once food preparation has begun, cancellations will not be accepted, and no refund will be issued.
• If you need to cancel an order, please contact us immediately at [email protected] or call us as soon as possible to maximize the chance of cancellation before preparation begins.

9.2 Catering Orders

Catering orders require advance notice for cancellations due to the preparation and planning involved. The following cancellation policy applies to catering orders:

Any deposits paid for catering orders are non-refundable if the cancellation occurs less than 48 hours before the scheduled event or delivery date.

10. Dispute Resolution Process

We are committed to resolving all disputes in a fair and timely manner. If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request a secondary review of your case. Please reference your original refund request number and provide any additional information that may support your claim. Our management team will review the matter within 3–5 business days.
2. Step 2 – Escalation: If the internal review does not resolve the issue to your satisfaction, you may request escalation to our senior management team. We will acknowledge escalation requests within 2 business days and aim to provide a final decision within 10 business days.
3. Step 3 – Chargeback or Payment Dispute: If you believe you have been wrongfully charged and our internal resolution process has not resolved the issue, you have the right to file a chargeback or dispute with your bank or credit card issuer. Please be aware that initiating a chargeback without first attempting to resolve the matter with us may affect your ability to place future orders with Dion's Cafe.
4. Step 4 – Consumer Protection: As a customer in the United States, you may also have rights under the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov or contact your state's Attorney General office.

11. Chargebacks and Fraudulent Claims

Dion's Cafe takes fraudulent refund requests and chargebacks seriously. Filing a fraudulent claim or chargeback — meaning initiating a dispute with your bank for an order that was correctly fulfilled — is considered an act of fraud. In such cases, we reserve the right to:

• Dispute the chargeback with your financial institution and provide evidence of the fulfilled order.
• Permanently restrict your ability to place future orders with Dion's Cafe.
• Take appropriate legal action if the fraudulent activity causes significant financial harm to our business.

We encourage all customers to contact us first before initiating any dispute with their bank, as we are committed to resolving legitimate issues promptly and fairly.

12. Policy Updates

Dion's Cafe reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the updated policy to our website at dionscafe.digital. The "Last Updated" date at the top of this policy will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any changes have been posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service inquiries, please contact us using the information below. Our customer service team is available to assist you and will respond to all inquiries within 1–2 business days.

When contacting us regarding a refund, please include the following information to help us serve you more efficiently:

• Full name
• Order confirmation number
• Date and time of the order
• Nature of the issue
• Supporting photographs (if applicable)
• Your preferred resolution (refund, exchange, or store credit)