Refund Policy

At Dion's Pizza, your satisfaction is our top priority. We take pride in delivering fresh, high-quality food with every order. This Refund Policy outlines the circumstances under which refunds, exchanges, or credits may be issued, and explains how to request them. Please read this policy carefully before placing an order through our website at dionspizza-fresh.click.

By placing an order with Dion's Pizza, you agree to the terms of this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including standards established by the Federal Trade Commission (FTC) Act.

1. Our Commitment to Quality

Dion's Pizza is committed to preparing every order with fresh ingredients and care. We understand that issues can occasionally arise — whether it involves an incorrect item, a quality concern, or an order that was not delivered as expected. In such cases, we are committed to making things right in a fair, transparent, and timely manner.

We encourage all customers to review their orders upon receipt and to contact us promptly if there is any concern. The sooner you reach out, the faster we can resolve the issue for you.

2. Eligibility for a Refund

A refund or store credit may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong pizza, wrong size, wrong toppings, or missing items).
• Poor Food Quality: The food arrived in an unacceptable condition — undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Non-Delivery: Your order was confirmed and charged but never delivered or made available for pickup.
• Significant Delivery Delay: Your delivery was substantially late beyond the estimated timeframe provided at checkout, and the food quality was compromised as a result.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Allergic Reaction Due to Incorrect Preparation: If an order was incorrectly prepared despite clearly stated allergy preferences noted at the time of ordering (subject to verification).

All refund requests are subject to review. Dion's Pizza reserves the right to request supporting evidence such as photographs, order confirmation numbers, or a description of the issue before processing a refund.

3. Refund Request Timeframes

To be eligible for a refund, you must contact Dion's Pizza within the following time windows:

Requests made outside of these windows may be declined at the sole discretion of Dion's Pizza. We encourage all customers to check their orders immediately upon receipt to ensure accuracy and quality.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is submitted.
• Dissatisfaction based purely on personal taste preference (e.g., "I didn't like the flavor"), when the item was correctly prepared as ordered.
• Changes of mind after the order has been prepared and dispatched.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees, service fees, or platform fees charged by third-party delivery partners (these are subject to the third-party's own refund policies).
• Issues caused by incorrect delivery address information provided by the customer at checkout.
• Delays caused by circumstances beyond our reasonable control, including severe weather, road closures, or natural disasters.
• Refund requests submitted after the eligible time window has passed.

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

To request a refund, please follow these steps:

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for processing:

Please note that actual processing times may vary depending on your financial institution or payment provider. Dion's Pizza is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated from our end.

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 a portion of your order was incorrect, missing, or unsatisfactory — the remainder of the order was satisfactory.
• The food quality issue affected only part of your order (e.g., one pizza out of a multi-item order).
• A coupon, promotional discount, or store credit was applied to the original order — refunds will be calculated based on the actual amount paid.
• The customer partially consumed the food before raising a quality concern.

The specific amount of any partial refund will be determined by our customer service team on a case-by-case basis, taking into account the nature and extent of the issue reported.

8. Exchange Policy

In certain situations, rather than issuing a monetary refund, Dion's Pizza may offer to replace the item in question at no additional charge. This option is available under the following conditions:

• The incorrect or unsatisfactory item was received during a same-day order and you are located within our standard delivery or pickup area.
• The issue is reported promptly — ideally within 1 hour of receiving the order.
• The replacement item requested matches the originally ordered item (or is of equivalent value).

If you prefer a replacement over a refund, please indicate this clearly when contacting our support team. We will do our best to accommodate replacement requests based on availability and operational capacity at the time of your request. Replacements are not guaranteed in all situations and remain at the discretion of Dion's Pizza management.

9. Cancellation Policy

Because Dion's Pizza prepares food fresh upon order, our ability to cancel orders is limited once preparation has begun. Please review our cancellation terms below:

9.1 Online Orders

If you need to cancel an order placed through our website at dionspizza-fresh.click, you must do so within 5 minutes of placing the order. After this window, your order may already be in preparation, and cancellation may not be possible.

To request a cancellation, contact us immediately at [email protected] with your order number and the subject line: "Order Cancellation – [Your Order Number]".

9.2 Cancellations After Preparation Has Begun

Once an order has entered the preparation stage, it cannot be cancelled. In such cases, if you no longer wish to receive the order, you may still contact us, but a refund will not be guaranteed. Our team will review the situation and may offer store credit at our discretion.

9.3 Cancellation Due to Dion's Pizza Error or Inability

If Dion's Pizza is unable to fulfill your order for any reason (e.g., ingredient unavailability, system error, or service outage), we will notify you promptly and issue a full refund to your original payment method within the applicable processing timeframe.

10. Store Credit

In some cases, Dion's Pizza may offer store credit as an alternative to a monetary refund. Store credit:

• Will be applied to your account or issued as a digital voucher code.
• Can be used toward future orders placed on dionspizza-fresh.click.
• Is valid for 90 days from the date of issuance unless otherwise specified.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotions unless explicitly stated.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that refund and cancellation policies may differ. In these cases:

• You should contact the third-party platform directly to request a refund, as the transaction was processed through their system.
• Dion's Pizza will cooperate with third-party platforms during their investigation processes.
• Delivery fees charged by third-party platforms are subject to those platforms' own refund policies and are outside of Dion's Pizza's control.

12. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

13. Consumer Rights Under Applicable Law

As a business operating in the United States, Dion's Pizza complies with all applicable federal and state consumer protection laws. Your statutory rights as a consumer are not affected or limited by this Refund Policy. These rights include, but may not be limited to:

• Protection under the FTC Act, which prohibits unfair or deceptive practices in commerce.
• Rights under applicable state consumer protection statutes governing food service businesses and online commerce.
• Protections under applicable credit card and payment dispute regulations.

Nothing in this Refund Policy is intended to, or shall be construed to, waive, limit, or restrict any rights you are entitled to under applicable law.

14. Changes to This Policy

Dion's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our website and services after any changes are posted constitutes your acceptance of the updated policy.

15. Contact Information

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please contact us using the information below:

This Refund Policy was last updated on June 12, 2026. Dion's Pizza operates in the United States and is subject to applicable federal and state consumer protection laws.