Refund Policy

At Dions, we are committed to delivering a high-quality dining experience and exceptional customer service. We understand that situations may arise where you need to request a refund, modification, or cancellation. This Refund Policy outlines our procedures, eligibility criteria, and timelines to ensure a fair and transparent process for all of our valued customers.

Please read this policy carefully before placing an order or making a reservation. By using our services — whether in-person, online via cafedions.rest, or through a third-party delivery platform — you agree to the terms described herein. If you have any questions, please contact us at [email protected] before completing your purchase.

1. General Refund Philosophy

Dions takes pride in the quality and consistency of every item we serve. Our refund policy is designed to be fair and reasonable. We evaluate each refund request on a case-by-case basis, considering the nature of the issue, the circumstances involved, and the evidence provided. Our goal is always to resolve complaints quickly and to your satisfaction, while maintaining the integrity of our operations.

Because food is a perishable product, refund eligibility is subject to specific conditions described below. We encourage all customers to inspect their orders upon receipt and to contact us as soon as possible if an issue is identified.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong dish, missing components, wrong size).
• Poor Food Quality: The food delivered or served was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Reaction or Contaminant: The food contained an ingredient not listed on the menu or in your order that caused or could cause an allergic reaction, provided the allergen was not disclosed at the time of ordering.
• Missing Items: One or more items included in your order and paid for were not delivered or provided.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system error.
• Order Not Received: Your delivery or takeout order was never received and cannot be confirmed as delivered.
• Canceled Order by Dions: Dions canceled your order for any reason on our end (e.g., item unavailability, operational issues).

To be considered eligible, refund requests must meet the timeframe requirements outlined in Section 3 and must be supported by reasonable documentation or explanation.

3. Timeframes for Refund Requests

Timely submission of refund requests is essential due to the perishable nature of food products. The following timeframes apply:

Requests submitted outside these windows may not be honored. We reserve the right to deny refund requests that are submitted unreasonably late, as it becomes difficult or impossible to verify the claim after significant time has passed.

4. Non-Refundable Items and Services

Certain items and situations are generally not eligible for refunds. These include, but are not limited to:

• Consumed food items: Items that have been substantially consumed before a complaint is raised (except in cases involving food safety concerns).
• Change of mind: Refunds are not issued simply because a customer changes their mind about an order that was correctly prepared and delivered.
• Customization errors made by the customer: If the customer provided incorrect customization instructions at the time of ordering and the food was prepared as instructed, a refund will not be issued.
• Promotional and discounted items: Items purchased at a special discounted rate or as part of a promotional event are generally non-refundable unless they meet other eligibility conditions.
• Gift cards and store credit: Purchased gift cards and issued store credits are non-refundable and cannot be exchanged for cash.
• Delivery fees: Third-party delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Tips and gratuities: Tips and service charges added to an order are non-refundable once processed.
• Event reservation deposits: Non-refundable deposits made for special events, private dining, or group reservations, as specified at the time of booking.

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 the issue is identified. You can contact us via email at [email protected] or visit our website at cafedions.rest. For dine-in issues, please speak to a manager on the premises immediately.
2. Step 2 — Provide Order Details: Include your full name, order number or confirmation code, date and time of the order, and the payment method used. Without this information, we may be unable to locate your order and process your request.
3. Step 3 — Describe the Issue: Clearly explain what went wrong. Be as specific as possible — describe which item(s) were affected, what the problem was, and how it impacted your experience.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photos or videos of the food, packaging, or receipt. Visual evidence significantly helps us assess your claim and expedite the process.
5. Step 5 — Await Review: Our team will review your submission and respond within 2–3 business days. We may contact you to request additional information if needed.
6. Step 6 — Receive Resolution: Once your request is reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or replacement item — and initiate the appropriate action.

6. Refund Processing Times by Payment Method

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

Please note that Dions initiates refunds promptly upon approval, but the actual posting of funds to your account is subject to your bank or payment provider's processing timeline, which is beyond our control. If you have not received your refund after the stated period, please contact your bank before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory, while the rest of the order was accurate and acceptable.
• The food quality issue affected only a portion of the meal, and the remainder was consumed without issue.
• A discount, coupon, or promotional offer was applied to the original purchase, and the refund is calculated on the net amount paid.
• Delivery fees, taxes, or service charges are non-refundable components of the total transaction.
• The customer contributed to the issue (e.g., incorrect customization instructions provided at the time of ordering).

The amount of any partial refund will be communicated to you clearly before processing. You may accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Exchange Policy

In lieu of a monetary refund, Dions may offer to replace an incorrect or unsatisfactory item with the correct or a comparable item. Our exchange policy works as follows:

• Dine-In Exchanges: If your meal does not meet your expectations or is incorrect, please inform your server or a manager immediately. We will prioritize remaking your dish at no additional charge.
• Takeout Exchanges: If you discover an issue with your takeout order, please contact us within 1 hour. We may ask you to return the item to our location and we will prepare a replacement.
• Delivery Exchanges: Due to the logistics of delivery, replacements for delivery orders may not always be feasible. In such cases, a refund or store credit will be offered instead.
• Non-Food Items (e.g., merchandise): If Dions sells branded merchandise, exchanges for defective or damaged items are accepted within 14 days of purchase with the original receipt.

Exchanges are subject to ingredient availability. If the item you ordered is no longer available, we will offer a comparable alternative or issue a refund.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order or reservation:

9.1 Online Orders (Delivery and Takeout)

You may cancel an online order for a full refund if the cancellation is made within 5 minutes of placing the order and before our kitchen has begun preparing your food. Once food preparation has commenced, cancellations may not be honored, or only a partial refund may be issued.

To cancel an online order, please contact us immediately at [email protected] or call us directly. We will do our best to accommodate your request if time allows.

9.2 Dine-In Reservations

Reservations may be canceled without penalty if notice is provided at least 24 hours in advance. Cancellations made less than 24 hours before the reservation time may result in a cancellation fee or forfeiture of any deposit paid, at our discretion.

9.3 Private Events and Group Bookings

For private dining events, corporate events, or group reservations of 10 or more guests, the following applies:

• Cancellations made 7 or more days in advance: Full refund of any deposit paid.
• Cancellations made 3–6 days in advance: 50% of the deposit will be refunded.
• Cancellations made less than 72 hours in advance: Deposits are non-refundable.

9.4 Cancellations by Dions

If Dions must cancel your order or reservation due to circumstances within our control (e.g., unexpected closure, staffing issues, system errors), you will receive a full refund, including any deposits, and we will make every effort to notify you in advance and assist you in rescheduling or finding an alternative solution.

10. Dispute Resolution Process

We strive to resolve all refund-related concerns quickly and fairly. If you are not satisfied with the initial resolution offered by our customer service team, you may escalate your concern through the following process:

1. Escalation Request: Send an email to [email protected] with the subject line "Refund Dispute — [Your Order Number]" and include a detailed explanation of why you believe the initial resolution was insufficient.
2. Management Review: A member of our management team will review your case and respond within 5 business days with a final determination.
3. Good Faith Negotiation: If you remain dissatisfied, we invite you to engage in good faith negotiation with us. We are committed to finding a fair resolution without the need for formal proceedings.
4. External Remedies: If a resolution cannot be reached through direct communication, you may file a complaint with the relevant consumer protection authorities. As a business operating in the United States, customers may also contact the Federal Trade Commission (FTC) at ftc.gov for guidance on consumer rights. Residents of individual states may also contact their state's Attorney General's office for further assistance.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, please be aware of the following:

• Refund requests for orders placed through third-party platforms are subject to the respective platform's refund policy.
• Dions does not have direct control over refunds issued through third-party platforms.
• However, if the issue arose due to an error on our part (e.g., incorrect food prepared), we encourage you to contact us directly so we can work with the platform to resolve the issue on your behalf.
• Delivery-related issues (e.g., late delivery, missing delivery) that are the fault of the delivery service are the responsibility of that platform, not Dions.

12. Consumer Rights Under Applicable Law

Customers in the United States are protected by federal and state consumer protection laws. Dions complies with all applicable regulations, including those enforced by the Federal Trade Commission (FTC) under the FTC Act, which prohibits unfair or deceptive acts or practices in commerce. Depending on your state of residence, additional rights and protections may apply. Nothing in this Refund Policy is intended to limit or override your statutory consumer rights.

13. Changes to This Refund Policy

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

14. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please reach out to us using the contact information below. Our customer service team is available to assist you and will respond as promptly as possible.

When contacting us, please have the following information ready to expedite the resolution process:

• Your full name
• Order number or confirmation code
• Date and time of the order
• Description of the issue
• Payment method used
• Any supporting photos or documentation