Refund Policy

At Dions, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that issues can arise, and this Refund Policy outlines your rights and our procedures when things do not go as expected. Please read this policy carefully before placing an order through our website at delivery-dions.digital.

By placing an order with Dions, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any applicable state-level regulations.

1. Our Commitment to Customer Satisfaction

Dions takes pride in the quality of every item we prepare and deliver. If your order arrives incorrect, incomplete, damaged, or in an unsatisfactory condition, we want to make it right. Our refund policy is designed to be fair, transparent, and straightforward so that you always know what to expect when a problem arises with your order.

We encourage all customers to review their order confirmation carefully before submission. Many common issues, such as incorrect items or missing customizations, can be avoided by carefully reviewing your cart before checkout.

2. Eligibility Conditions for Refunds

To be eligible for a refund or credit, your situation must meet one or more of the following conditions:

• Wrong Item Delivered: You received an item that was not what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was visibly spoiled, undercooked, overcooked, or otherwise unsafe or unfit for consumption upon delivery.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, resulting in the food being cold or otherwise compromised in quality.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Never Delivered: Your order was marked as delivered but was never received, and a reasonable investigation has confirmed non-delivery.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize, subject to verification.

Refund eligibility is assessed on a case-by-case basis. Dions reserves the right to request supporting documentation, such as photographs of incorrect or damaged items, before approving a refund or credit.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. Please adhere to the following timeframes when submitting a refund request:

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds are not provided because you changed your mind about an item after it has been prepared or delivered.
• Consumed Orders: If the majority of an order has been consumed, it is generally not eligible for a full refund. We may consider a partial refund at our discretion.
• Customization Errors by Customer: If the issue arose from incorrect customization instructions provided by the customer at the time of ordering, refunds may not be granted.
• Dietary Preferences Not Disclosed: We cannot offer refunds for dissatisfaction related to dietary preferences, tastes, or ingredient sensitivities that were not communicated at the time of ordering. Customers with allergies must clearly indicate this at the time of order.
• Promotional and Discounted Items: Items purchased using promotional discounts or special deals may have limited or no refund eligibility, as specified at the time of purchase.
• Delivery Fees: Delivery fees are generally non-refundable once a delivery has been dispatched, except in cases where Dions is directly at fault for the failure of delivery.
• Third-Party Platform Fees: Any fees charged by third-party ordering or delivery platforms are outside of our control and are not subject to our refund policy. Please contact the relevant platform directly for such disputes.
• Force Majeure Events: Delays or failures caused by circumstances beyond our control, including but not limited to severe weather, natural disasters, or public health emergencies, are not eligible for standard refund consideration.

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

Follow these steps to submit a refund request with Dions:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and any supporting evidence such as photographs of incorrect or damaged food items.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at delivery-dions.digital.
3. Step 3 — Provide Details: In your message, clearly describe the issue you experienced. Include your order number, the specific items affected, a description of the problem, and attach any photographs or other supporting documentation where applicable.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions to help us investigate the matter thoroughly.
5. Step 5 — Review and Decision: Once we have gathered all necessary information, we will review your case and communicate our decision, including the type and amount of compensation offered, if applicable.
6. Step 6 — Receive Your Refund or Credit: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing timeline depends on the payment method originally used for your order:

7. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly and in good condition.
• The food item in question was partially consumed before the issue was identified.
• A delivery delay affected only certain items in a multi-item order.
• The customer contributed to the issue in part (for example, providing an incorrect delivery address that caused a partial loss).
• A promotional discount was applied to the order, and the refund amount is calculated based on the actual amount paid for the affected item(s).

The exact amount of any partial refund will be communicated to you before processing. If you disagree with the proposed partial refund, you may escalate the matter through our dispute resolution process outlined in Section 10 of this policy.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges. However, in situations where an incorrect item was delivered and a replacement can be prepared and delivered within a reasonable timeframe, we may offer to send a replacement order at no additional charge, subject to availability and operational feasibility.

If a replacement delivery is not practical due to distance, time of day, or operational constraints, we will instead process a refund or store credit for the affected items. Customers wishing to explore a replacement option should contact us as soon as possible after identifying the issue, ideally within 1 hour of delivery.

Replacement orders are subject to our standard food preparation and delivery times and cannot be guaranteed to arrive within any specific timeframe.

9. Cancellation Policy

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

9.1 Cancellations Before Preparation Begins

If you wish to cancel an order, please contact us immediately at [email protected]. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method.

9.2 Cancellations After Preparation Has Begun

Once an order has entered the preparation stage, we are unable to guarantee a full cancellation. In such cases:

• A partial refund may be offered, representing the cost of items not yet prepared.
• If the order is already fully prepared or dispatched for delivery, cancellations may not be accepted, and no refund will be issued.

9.3 Cancellations Due to Operational Issues

In rare circumstances, Dions may need to cancel an order due to ingredient unavailability, staffing issues, technical errors, or other operational challenges. In such cases, customers will be notified promptly and will receive a full refund or the option to reschedule their order at no additional cost.

9.4 Scheduled Orders

For orders placed in advance for a scheduled delivery time, cancellations are accepted without penalty up to 2 hours before the scheduled delivery time. Cancellations requested within 2 hours of the scheduled delivery may be subject to a cancellation fee or may not be eligible for a full refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dions provides the following escalation and dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team. To initiate an escalation, simply reply to the email thread related to your original refund request and clearly state that you are requesting escalation. We will aim to provide a final internal decision within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card provider under the Fair Credit Billing Act (FCBA) or the Electronic Fund Transfer Act (EFTA), as applicable. We encourage customers to first exhaust our internal resolution process before initiating a chargeback. However, we fully respect your right to do so.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office

10.4 Governing Law

This Refund Policy is governed by the laws of the United States of America, including applicable federal consumer protection statutes. Any disputes not resolved through the processes outlined above shall be subject to binding arbitration or, where applicable, the jurisdiction of the appropriate courts in the United States.

11. Fraud Prevention

Dions actively monitors refund requests for patterns consistent with fraudulent activity. We reserve the right to deny refund requests, suspend accounts, and take appropriate legal action in cases where we reasonably believe a customer is abusing our refund policy or submitting false claims. Any determination of abuse will be made at the sole discretion of Dions management and will be communicated to the customer in writing.

12. Changes to This Refund Policy

Dions reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at delivery-dions.digital. We encourage customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have a question about a refund, need to submit a refund request, or require any assistance related to an order, please contact us using the information below. Our customer support team is committed to responding to all inquiries in a timely and professional manner.

This Refund Policy was last reviewed and updated on June 4, 2026. Dions is committed to fair and transparent business practices in accordance with applicable United States federal and state consumer protection laws.