Refund Policy

Last Updated: July 3, 2026

1. Overview

This Refund Policy governs all purchases and transactions made through our website hotpizza-dions.click or directly at our establishment. By placing an order with Dions, you agree to the terms outlined in this policy. We strive to handle all refund and complaint requests fairly, promptly, and in accordance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

Please read this policy carefully before placing your order. If you have any questions, do not hesitate to contact our customer service team prior to completing your purchase.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered. For example, you ordered a pepperoni pizza and received a vegetarian pizza instead.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Order: Your order arrived in a condition that made it unsuitable for consumption due to improper handling or packaging failure.
• Allergic Reactions or Special Dietary Requests Not Honored: If you clearly specified a dietary restriction or allergy at the time of ordering and this was not accommodated, you may be eligible for a full or partial refund.
• Significant Delay: Your order was delayed significantly beyond the estimated delivery time communicated at checkout, and the food quality was compromised as a direct result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment system.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there are any concerns.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed prior to submitting a complaint.
• Change of mind after the order has been prepared or dispatched for delivery.
• Incorrect delivery address provided by the customer at the time of ordering.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts by our delivery team.
• Promotions, discounts, or complimentary items that were applied to an order.
• Customization requests that were clearly communicated and correctly fulfilled by our kitchen team.
• Delivery fees, service fees, or platform fees, unless the order was entirely our fault and did not arrive.
• Orders delayed due to circumstances beyond our control, including but not limited to severe weather, traffic accidents, or other force majeure events.

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: 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, packaging, or any evidence supporting your claim (if applicable)
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: hotpizza-dions.click
3. Step 3 — Submit Your Request: In your message or form submission, include all the information gathered in Step 1. Clearly state whether you are requesting a full refund, partial refund, or replacement order.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1 business day. We may ask for additional information or clarification before making a determination.
5. Step 5 — Resolution: Once we have reviewed your claim, we will notify you of our decision via email. If your refund is approved, we will process it 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 time it takes for the funds to appear in your account will depend on your original payment method:

Please note that while we process refunds promptly on our end, the actual timing of funds appearing in your account is subject to your bank or payment provider's own processing timelines, which are outside our control.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply under the following conditions:

• Only some items in your order were incorrect, missing, or unsatisfactory, and other items were received correctly.
• The food quality issue affected only a portion of your order.
• A promotional discount was applied to your order that affects the refundable amount.
• The complaint was submitted slightly outside the stated timeframe but is still considered valid at our discretion.
• The customer contributed to the issue (e.g., by providing unclear instructions for customization).

The amount of any partial refund will be calculated based on the value of the affected items, minus any applicable fees. We will clearly communicate the refund amount and reasoning in our response to your request.

8. Exchange Policy

In many cases, particularly for food quality or incorrect item issues, we are happy to offer a replacement order as an alternative to a monetary refund. Replacement orders are subject to the following conditions:

• The replacement request must be made within the same timeframes applicable to refund requests (see Section 3).
• Replacement orders will be prepared and dispatched as quickly as possible, subject to our kitchen's current capacity.
• Replacements are issued for the same items originally ordered; substitutions or upgrades are not included under this policy unless mutually agreed upon.
• If a replacement is offered and accepted by the customer, a monetary refund for the same issue will not be additionally issued.
• Replacements are not available for in-store dining experiences where the meal was substantially consumed before the complaint was raised.

We believe in getting things right, and we will do our best to ensure that you receive the delicious meal you expected from Dions.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines below:

9.1 Online and Phone Orders

• Cancellation within 5 minutes: If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparation, you are entitled to a full refund.
• Cancellation after preparation has begun: Once our kitchen team has started preparing your order, cancellation is generally not permitted and a refund will not be issued. This is because food preparation involves perishable ingredients that cannot be restocked once used.
• Cancellation after dispatch: Orders that have already been dispatched for delivery cannot be cancelled, and no refund will be issued for change of mind.

9.2 Pre-Orders and Catering Orders

• Catering or large group orders must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made between 12 and 24 hours in advance may result in a partial refund of up to 50% of the order value.
• Cancellations made less than 12 hours before a scheduled catering order are not eligible for a refund, as ingredient procurement and preparation will already be underway.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund or complaint, Dions is committed to resolving disputes in a fair and transparent manner. Please follow these steps:

1. Internal Escalation: If you believe your initial refund request was handled incorrectly, you may request an escalation by responding to your original email thread and clearly stating that you would like your case reviewed by a senior member of our team. We will re-evaluate your case within 3 business days.
2. Written Formal Complaint: If the escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Complaint — [Your Order Number]." We will respond within 5 business days with a final decision.
3. External Dispute Resolution: If you remain unsatisfied after exhausting our internal process, you have the right to pursue the following external options:
   • File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov under applicable consumer protection regulations.
   • Contact your state's Attorney General's Office for consumer protection assistance.
   • Initiate a chargeback through your bank or credit card provider, though we encourage resolving disputes with us directly before taking this step.

We value every customer relationship and are committed to finding a fair resolution to all genuine disputes. Our goal is your satisfaction, and we take every complaint seriously.

11. Consumer Rights Under United States Law

As a consumer in the United States, you are protected by various federal and state consumer protection laws. The Federal Trade Commission Act prohibits unfair or deceptive business practices, and we at Dions fully comply with these standards. If you believe your consumer rights have been violated, you may seek recourse through the FTC or your state's consumer protection agency.

Nothing in this Refund Policy is intended to limit or override your statutory rights as a consumer under applicable U.S. federal or state law.

12. Changes to This Policy

Dions reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with a revised "Last Updated" date. We encourage you to review this policy periodically. Continued use of our services after changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the details below: