Refund Policy

At Dions, we are committed to delivering high-quality food and exceptional customer experiences. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order.

By placing an order through our website cafedions.click or at our physical location, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Dions takes pride in the quality of our food and services. Every order is prepared with care, using fresh ingredients and following strict food safety standards. However, we recognize that issues can occasionally occur, and we want to ensure that every customer feels heard, respected, and fairly treated when a problem arises.

Our refund policy is designed to be transparent and fair — protecting both our customers and our business. We encourage all customers to contact us promptly if they experience any issue with their order so we can work toward a satisfactory resolution.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received an item that is different from 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 spoiled, undercooked, overcooked, or otherwise unacceptable in quality at the time of receipt.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction caused by an ingredient not disclosed or incorrectly labeled on the menu.
• Order Never Delivered: Your delivery order was confirmed but never arrived and was not recovered within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.

All refund requests are subject to review and verification. Dions reserves the right to request supporting evidence such as photographs, order confirmation numbers, or other documentation before approving a refund.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Consumed Food: Items that have been fully or largely consumed before a complaint is raised are generally not eligible for refunds unless there is a verifiable quality or safety concern.
• Customized Orders: Orders with special modifications or customizations made specifically at your request (e.g., specific ingredient substitutions) that were correctly fulfilled as requested.
• Promotions and Discounts: Items purchased using promotional codes or offered at a discount that were correctly delivered are not refundable unless a quality issue is present.
• Delivery Fees: Delivery and service fees are non-refundable unless the delivery was never completed through our fault.
• Tips and Gratuities: Any tips or gratuities added to an order are non-refundable.
• Gift Cards and Vouchers: Purchased gift cards and vouchers are non-refundable and cannot be exchanged for cash.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Collect your order confirmation number, the date and time of your order, the name used when placing the order, and any relevant photos or documentation of the issue.
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 cafedions.click. You may also visit us in person at our location.
3. Step 3 — Describe the Issue: In your message, clearly explain the problem you experienced. Include your order number, the specific items affected, and a description of the issue. Attach any photos or supporting documentation if applicable.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Step 5 — Resolution: Once your request has been reviewed and verified, we will notify you of our decision. If approved, we will process your refund or offer an appropriate alternative resolution such as a replacement or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account varies depending on your original payment method:

Please note that Dions initiates the refund on our end within 2–3 business days of approval. However, the time it takes to reflect in your account depends on your financial institution or payment provider, which is beyond our control.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only certain items in the order were affected by the quality issue, not the entire order.
• The order was partially consumed before the issue was reported.
• A portion of the issue was due to customer error (e.g., incorrect delivery address provided by the customer).
• Special discount pricing was applied to the original order, and the refund will reflect the discounted amount paid.
• The complaint involves an item of lower value than the total order.

The amount of any partial refund will be determined by Dions based on the nature and extent of the issue, and our determination will be communicated to you in writing.

8. Exchange Policy

In many cases, rather than issuing a cash refund, Dions may offer an exchange or replacement as a resolution. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will offer to replace it with the correct item at no additional charge, subject to availability.
• Quality Issues: If a food item does not meet our quality standards, we may offer to prepare and deliver or provide a replacement item.
• Missing Items: If an item was missing from your order, we will provide the missing item or issue a refund for that specific item.

Exchanges are subject to the same eligibility timeframes as refunds. Please note that exchanges for in-store orders should ideally be reported at the time of service or within a reasonable time before leaving our premises.

We do not accept returns of food items once they have left our premises due to health and safety regulations. All exchanges are processed at our discretion.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Cancellations must be requested within 5 minutes of placing your order. After this window, your order may already be in preparation and cannot be cancelled.
• If a cancellation is requested and approved before preparation begins, a full refund will be issued.
• If preparation has already begun, we may not be able to cancel the order, and no refund will be issued.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled time may be eligible for a 50% refund or store credit.
• Cancellations made within 24 hours of the scheduled time are not eligible for a refund, as ingredients and preparation costs have already been incurred.

9.3 Pre-Orders and Scheduled Orders

• Pre-orders or scheduled future orders may be cancelled at least 24 hours before the scheduled pick-up or delivery time for a full refund.
• Cancellations with less than 24 hours' notice are handled on a case-by-case basis.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises regarding a transaction, the following process applies:

10.1 Internal Review

As a first step, please contact our customer support team in writing at [email protected] and request an internal review of your case. Provide all relevant documentation, including previous correspondence with our team. Our management team will review your case and respond within 5 business days.

10.2 Mediation

If the internal review does not resolve the dispute to your satisfaction, both parties agree to attempt resolution through good-faith mediation before pursuing any other legal remedies. Mediation will be conducted in accordance with applicable United States laws.

10.3 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank (commonly known as a "chargeback") if you believe you have been wrongly charged. However, we encourage customers to contact us first, as we can often resolve issues more quickly and efficiently than the formal chargeback process.

10.4 Consumer Protection Resources

Customers in the United States may also contact the Federal Trade Commission (FTC) at ftc.gov or their state's consumer protection office for assistance with unresolved consumer disputes. Our practices are governed by the FTC Act and applicable state consumer protection statutes.

11. Special Circumstances

Dions recognizes that extraordinary circumstances may arise that fall outside the typical parameters of this policy. In cases involving:

• Food safety emergencies or confirmed foodborne illness linked to our food
• Serious allergic reactions or medical issues attributed to our products
• Significant service failures on our part

We are committed to addressing these situations with the highest priority and sensitivity. Please contact us immediately in such cases, and if applicable, seek medical attention first before pursuing a refund inquiry.

12. Policy Modifications

Dions reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at cafedions.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the details below:

Our customer support team is available to assist you and strives to respond to all inquiries within 1–2 business days. When reaching out, please include your order number, the date of your order, a description of the issue, and any relevant photos or attachments to help us process your request as quickly as possible.