1. Overview

At Dions, we are committed to providing exceptional food quality and service to all our customers. We understand that sometimes circumstances may require a refund, and we want to make this process as straightforward as possible while maintaining fairness for all parties involved.

This refund policy outlines the conditions, procedures, and timeframes for requesting refunds on purchases made at Dions locations or through our online ordering systems. We encourage all customers to review this policy carefully before placing orders.

Customer Satisfaction Guarantee: We stand behind the quality of our food and service. If you're not completely satisfied with your order, we'll work with you to make it right.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

Dine-in Orders: Refund requests must be made during your visit or within 2 hours of your meal
Takeout Orders: Refund requests must be made within 1 hour of order pickup
Delivery Orders: Refund requests must be made within 30 minutes of delivery completion
Catering Orders: Refund requests must be made within 24 hours of the scheduled event

Product Condition Requirements

Food items must be substantially uneaten (more than 75% remaining)
Items must be in their original packaging when applicable
Items must not show signs of tampering or contamination by the customer
Temperature-sensitive items must still be at appropriate serving temperature

Proof of Purchase

Original receipt or order confirmation number
Credit card statement (if receipt is unavailable)
Valid photo identification matching the payment method
For online orders: email confirmation or account login verification

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

Consumed Items: Any food or beverage that has been substantially consumed (less than 75% remaining)
Custom Orders: Specially prepared items made to customer specifications
Gift Cards: Gift card purchases are final and non-refundable
Promotional Items: Items received free or at discount through promotions or coupons
Event Tickets: Tickets for special events, tastings, or dining experiences
Late Cancellations: Orders canceled after preparation has begun
Change of Mind: Orders refused or returned due to customer preference changes
Delivery Fees: Third-party delivery service fees are non-refundable

Special Circumstances: Exceptions may be made on a case-by-case basis for extraordinary circumstances. Management reserves the right to authorize refunds for non-refundable items when appropriate.

4. Refund Process

Follow these steps to request a refund:

1

Contact Us

Reach out to our customer service team or visit the location where you made your purchase within the eligible timeframe.

2

Provide Information

Present your receipt, order number, and photo ID. Explain the reason for your refund request clearly.

3

Item Inspection

Our team will inspect the items to verify they meet our refund eligibility criteria and assess the validity of your request.

4

Processing

Once approved, your refund will be processed according to our refund methods and timeframes outlined below.

Required Documentation

When requesting a refund, please have the following ready:

Original receipt or digital order confirmation
Valid government-issued photo ID
Credit card used for payment (if applicable)
Clear photos of the issue (for quality-related refunds)
Detailed description of the problem

5. Refund Methods & Timeframes

Refunds will be processed using the original payment method whenever possible:

Credit/Debit Card Refunds

Processing Time: 3-5 business days from approval
Method: Credited back to the original card used for purchase
Verification: Cardholder must be present with valid ID
Note: Refund timeline may vary depending on your bank's processing policies

Cash Refunds

Processing Time: Immediate upon approval
Method: Cash payment at the location of purchase
Limit: Available for original cash purchases under $100
ID Required: Valid photo identification must be presented

Store Credit

Processing Time: Immediate upon approval
Method: Dions gift card or account credit
Validity: No expiration date on store credit
Usage: Can be used at any Dions location or online

Payment Processing Note: Credit card refunds may take 7-10 business days to appear on your statement during peak seasons or due to bank processing delays.

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

When Exchanges are Preferred

Incorrect order items (wrong pizza toppings, incorrect sides)
Temperature issues (cold food, overheated items)
Minor quality concerns that can be easily corrected
Customer preference adjustments within reason

Exchange Process

Same-Day Exchanges: Available for dine-in and takeout customers during business hours
Equal Value: Exchanges are typically for items of equal or lesser value
Upgrade Options: Customers may pay the difference for higher-value items
Time Limit: Exchanges must be requested within the same timeframes as refunds

Exchange Benefits

Faster resolution than refund processing
Ensures you receive the meal you intended to order
No waiting period for credit card processing
Maintains your dining experience satisfaction

7. Damaged or Defective Items

We take extra care in food preparation and handling, but if you receive damaged or defective items, we'll make it right immediately:

What Qualifies as Damaged/Defective

Food Safety Issues: Contaminated, spoiled, or unsafe food items
Preparation Errors: Severely burned, undercooked, or improperly prepared items
Foreign Objects: Non-food items found in meals
Packaging Issues: Damaged containers causing spills or contamination
Temperature Problems: Frozen items that should be hot, or warm items that should be cold
Missing Components: Incomplete meals or missing ingredients

Immediate Response Policy

Full Refund: Automatic approval for safety-related issues
Meal Replacement: Fresh preparation of the entire order
Additional Compensation: Store credit or complimentary items for significant inconvenience
No Questions Asked: Streamlined process for obvious quality issues

Health & Safety Protocol

For items with potential health concerns:

Immediate removal and disposal of affected items
Kitchen inspection and quality control review
Incident documentation for food safety records
Follow-up to ensure customer well-being
Cooperation with health authorities if required

8. Additional Information

Policy Updates

This refund policy may be updated periodically to reflect changes in our business practices or legal requirements. Customers will be notified of significant changes through our website and in-store notices.

Dispute Resolution

If you're not satisfied with the resolution of your refund request, you may escalate the matter to our management team for further review. We're committed to finding fair solutions for all customer concerns.

Legal Compliance

This policy complies with all applicable consumer protection laws and regulations. Your statutory rights as a consumer are not affected by this policy.

Last Updated: January 2024

Effective Date: This policy applies to all purchases made after January 1, 2024.

Refund Policy