Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

At Dions, we are committed to delivering the highest quality food and dining experience to every customer. We understand that sometimes things do not go as planned, and we want to ensure that every concern is handled fairly, promptly, and professionally.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you should follow to submit a refund request. This policy applies to all orders placed directly through our website (cafe-dions.rest), by phone, or in person at our establishment.

As a food service business operating in the United States, Dions complies with applicable federal consumer protection standards as enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as all relevant state and local food service regulations.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience at Dions. Refunds may be issued under the following circumstances:

• Incorrect Order: You received a food item or order that does not match what you ordered as confirmed on your receipt or order confirmation.
• Food Quality Issues: The food item delivered or served was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Our Error: If a food item was prepared with an ingredient that was explicitly requested to be excluded and caused an allergic reaction or health concern, you may be eligible for a full refund.
• Missing Items: One or more items included in your order were missing upon delivery or pickup.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup within the agreed timeframe.
• Significant Delay: Your order was substantially delayed beyond the estimated delivery or pickup time without prior notice, and you no longer wish to receive it.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 of this policy. Refund requests submitted outside these windows may not be honored.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within strict timeframes. Please review the following guidelines:

Requests made outside the stated timeframes will be reviewed on a case-by-case basis. Dions reserves the right to decline refund requests that do not meet these timing requirements.

4. Non-Refundable Items and Services

Certain items and services are non-refundable by nature. The following are generally not eligible for refunds:

• Food items that have been fully consumed before a complaint is submitted.
• Orders where the issue was caused by incorrect information provided by the customer (e.g., wrong delivery address, incorrect customization requests entered by the customer).
• Dissatisfaction based solely on personal taste preferences, where the food was prepared correctly and as ordered.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty program.
• Gift cards or store credit issued by Dions.
• Orders affected by circumstances beyond Dions' control, including but not limited to extreme weather events, natural disasters, or third-party delivery service failures.
• Service fees, delivery fees, or tips paid to third-party delivery platforms (these are governed by the respective platform's own refund policies).

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

To submit a refund request, please follow these steps carefully:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: cafe-dions.rest
2. Step 2 — Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or transaction reference
   • Date and time of the order
   • Description of the issue you experienced
   • Your preferred resolution (refund, replacement, or store credit)
3. Step 3 — Provide Supporting Evidence: If applicable, please attach photographs or videos clearly showing the issue (e.g., incorrect item, food quality problem, missing item). This will help us assess your claim more quickly and accurately.
4. Step 4 — Review and Confirmation: Our team will review your request and respond within 1 to 3 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your request is approved, we will notify you of the resolution — which may include a full refund, partial refund, replacement, or store credit — and process it accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to receive your refund will depend on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, your bank or payment provider may require additional time to reflect the refund in your account. Dions is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and as expected.
• You partially consumed the order before discovering the issue, and the complaint relates only to the uneaten portion.
• A catering or large group order was partially delivered or only partially met the agreed specifications.
• The refund request falls outside the standard eligibility window, but Dions determines in its discretion that a partial refund is a fair resolution.

In all cases of partial refunds, our team will communicate the amount to be refunded before processing and will seek your confirmation where appropriate.

8. Exchange Policy

In situations where a refund is not the preferred resolution, Dions may offer an exchange or replacement of the affected food item under the following conditions:

• The incorrect or unsatisfactory item is identified within the applicable timeframe (see Section 3).
• A replacement item can be reasonably prepared and delivered or made available for pickup within a reasonable timeframe.
• The customer agrees to the exchange as a resolution.

Exchanges are subject to item availability at the time of the request. In cases where the original item is no longer available, a comparable item of equal or greater value may be offered as a substitute, or a refund will be issued instead.

Exchanges are not available for items that have been fully consumed, or where the issue arose due to customer error (e.g., wrong customization specified by the customer at the time of ordering).

9. Cancellation Policy

Dions understands that plans can change. Our cancellation policy is structured as follows:

9.1 Standard Orders (Online or Phone)

• Cancellation before preparation begins: If your order has not yet entered the preparation stage, you may cancel it for a full refund. Please contact us immediately after placing the order to request a cancellation.
• Cancellation after preparation has begun: Once food preparation has started, we are unable to issue a refund for cancellations, as the food products will have already been committed and cannot be restocked or resold.
• Cancellation after delivery or pickup: Orders that have already been delivered or picked up cannot be cancelled.

9.2 Pre-Orders and Catering Orders

• More than 48 hours before scheduled date: Full refund issued with no penalty.
• 24 to 48 hours before scheduled date: A partial refund of up to 50% of the order total may be issued, at Dions' discretion, to cover preparation costs already incurred.
• Less than 24 hours before scheduled date: No refund will be issued, as significant preparation, sourcing, and staffing resources will have already been allocated.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dions offers a structured dispute resolution process to ensure your concerns are addressed fairly and transparently.

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may escalate the matter by emailing us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include a full description of the issue, the original refund request details, and the reason you believe the decision should be reconsidered. Our management team will review escalated disputes and respond within 5 business days.

10.2 Good Faith Negotiation

Dions is committed to resolving all disputes in good faith. Before pursuing any external remedies, we encourage customers to engage with us directly to reach a mutually acceptable resolution. We take all feedback seriously and will make every reasonable effort to address your concerns.

10.3 Consumer Protection Resources

If you remain unsatisfied after exhausting our internal dispute process, you have the right to file a complaint with the relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov — for federal consumer protection concerns.
• Your State Attorney General's Office — for state-level consumer protection assistance.
• Better Business Bureau (BBB): www.bbb.org — for mediation and business dispute resolution.

10.4 Chargebacks

If you choose to file a chargeback with your bank or credit card provider, please be aware that Dions will respond to any chargeback inquiry with all relevant documentation and evidence. We encourage customers to attempt resolution directly with us before initiating a chargeback, as this process may take considerably longer to resolve. Fraudulent or unwarranted chargeback claims may be disputed accordingly.

11. Policy Updates

Dions reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at cafe-dions.rest with an updated effective date. Continued use of our services following any changes constitutes acceptance of the updated policy. We encourage you to review this page periodically to stay informed about our current practices.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with a recent order, please do not hesitate to reach out to us using the contact details below. Our team is ready to assist you and is committed to resolving your concern as quickly and fairly as possible.

This Refund Policy is governed by and interpreted in accordance with the laws of the United States of America, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). Thank you for choosing Dions — we value your trust and look forward to serving you.