Refund Policy

Effective Date: May 27, 2026 | Last Updated: May 27, 2026

1. Introduction

Welcome to Dions, your trusted food service provider. We take pride in delivering high-quality food products and an exceptional customer experience. However, we understand that there may be occasions where an order does not meet your expectations, arrives in an unsatisfactory condition, or requires cancellation. This Refund Policy has been designed to provide clear, transparent, and fair guidelines governing such situations.

This policy applies to all purchases made through our website at cafe-dions.click, over the phone, or through any authorized third-party delivery platforms affiliated with Dions. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy.

Our practices are consistent with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Act.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund from Dions, the following conditions must generally be met:

• The order was placed directly through cafe-dions.click or via a verified Dions ordering channel.
• The refund request is submitted within the applicable timeframe specified in this policy.
• The issue reported is substantiated (e.g., incorrect items received, missing items, food safety concerns, or significantly poor quality).
• Photographic or written documentation may be required to support your claim.
• The complaint is made in good faith and is not part of a pattern of abuse of our refund process.

2.1 Qualifying Reasons for a Refund

The following are examples of situations that may qualify for a full or partial refund:

• You received the wrong item(s) in your order.
• One or more items were missing from your order.
• The food arrived in a condition that renders it unsafe or unfit for consumption (e.g., spoiled, contaminated, or severely damaged packaging).
• The order was never delivered and no delivery confirmation is available.
• A significant quality issue exists that materially differs from the product description.
• A duplicate charge was made for the same order.
• A technical error on our platform resulted in an incorrect charge.

2.2 Non-Qualifying Reasons

The following situations will generally not qualify for a refund:

• You changed your mind after the order was placed and preparation has begun.
• You provided an incorrect delivery address and the order was delivered accordingly.
• Minor variations in food presentation that do not affect taste or edibility.
• Dissatisfaction based purely on personal taste preferences when the correct item was delivered.
• Delays caused by circumstances beyond our reasonable control (severe weather, traffic, etc.) where the food remains safe and fit for consumption.

3. Timeframes for Refund Requests

Timeliness is critical when submitting a refund request. Given the perishable nature of food products, we must act quickly to investigate any claims. The following timeframes apply:

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

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Consumed food items: Orders that have been substantially consumed cannot be returned or refunded based on dissatisfaction alone.
• Custom or special dietary orders: Items prepared specifically to accommodate a customer's unique dietary restrictions or special requests are non-refundable unless a preparation error can be demonstrated.
• Promotional or complimentary items: Any items received as part of a promotion, giveaway, or at no charge are not eligible for a cash refund.
• Delivery fees: Delivery and service fees are non-refundable unless the order was never delivered through fault attributable to Dions.
• Tips and gratuities: Voluntary tips or gratuities added at checkout are non-refundable.
• Gift cards and credits: Purchased gift cards and promotional credits cannot be exchanged for cash unless required by applicable law.

5. How to Request a Refund (Step-by-Step)

To request a refund from Dions, please follow the steps outlined below. Providing complete and accurate information will help us process your request as quickly as possible.

1. Step 1 – Document the Issue: Before contacting us, take clear photographs of the incorrect, missing, or unsatisfactory item(s). If your concern relates to food safety, preserve the item if safe to do so, and note the time of delivery.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the email address used when placing the order.
3. Step 3 – Contact Dions: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: cafe-dions.click
4. Step 4 – Provide Details: In your communication, include your full name, order number, a description of the issue, the resolution you are requesting (refund, replacement, or store credit), and any supporting photographs or documentation.
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask follow-up questions if additional information is needed.
6. Step 6 – Review and Decision: We will review all submitted information and notify you of our decision via email within 3–5 business days of receiving a complete request.
7. Step 7 – Refund Issued: If your request is approved, the refund will be processed according to the timelines described in Section 6 below.

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 vary depending on your original payment method. The following estimated timelines apply:

7. Partial Refunds

In certain circumstances, Dions may offer a partial refund rather than a full refund. Partial refunds may be appropriate in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before the quality issue was identified.
• Some items in a bundle or combo order were acceptable while others were not.
• A minor error occurred that did not significantly impact the overall order but warrants compensation.
• You choose to keep the item(s) despite the issue, and a partial credit is agreed upon.

The amount of a partial refund will be determined at the reasonable discretion of Dions, taking into account the nature and extent of the issue, the value of the affected item(s), and the overall order total. We aim to offer a fair and reasonable resolution in all cases.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional item exchanges are generally not available in the same way as non-perishable retail goods. However, Dions is committed to making things right when an error occurs.

In lieu of a traditional exchange, we offer the following alternatives depending on the situation:

• Replacement Order: If you received the wrong item, we may prepare and deliver a replacement order at no additional charge, subject to availability and operational capacity at the time of the request.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), redeemable on a future order.
• Monetary Refund: Where a replacement is not feasible, we will process a refund as described in this policy.

Replacement orders are subject to the same availability as regular orders and may not always be immediately available. We will communicate a realistic timeframe when offering this option.

9. Cancellation Policy

We understand that plans change. However, because food preparation begins shortly after an order is placed, our ability to process cancellations is time-sensitive.

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided preparation has not yet commenced.
• Cancellation between 5–15 minutes of placing the order: Cancellation may be possible if the order is still in the queue and has not entered the preparation stage. A partial refund or store credit may be offered.
• Cancellation after 15 minutes or once preparation has begun: Cancellations are generally not accepted. No refund will be issued.

9.2 Pre-Orders and Catering Orders

For advance orders, catering bookings, or bulk orders, the following cancellation terms apply:

• More than 48 hours before the scheduled delivery/pickup: Full refund, minus any non-refundable deposit.
• 24–48 hours before the scheduled delivery/pickup: 50% refund of the total order value.
• Less than 24 hours before the scheduled delivery/pickup: No refund. Orders may be rescheduled at our discretion.

9.3 Cancellations Due to Dions Operational Issues

If Dions must cancel your order for reasons within our control (e.g., ingredient unavailability, operational disruptions, staffing issues), you will receive a full refund of all amounts paid, including any applicable delivery or service fees. We will notify you as promptly as possible if such a situation arises.

10. Dispute Resolution Process

We sincerely hope that any concerns can be resolved quickly and amicably through direct communication with our customer support team. However, if you are not satisfied with our decision regarding your refund request, the following dispute resolution process is available to you.

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer support team, you may request an escalation of your case to a senior representative or manager. Please send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original case or ticket number. We will review your escalated case within 5 business days and provide a final decision.

10.2 Third-Party Mediation

If internal escalation does not resolve the matter to your satisfaction, you may seek assistance from a neutral third-party mediator. Both parties agree to participate in good-faith mediation before initiating any formal legal proceedings.

10.3 Consumer Protection Agencies

Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with their applicable state Attorney General's office if they believe their consumer rights have been violated. Customers in California may also contact the California Department of Consumer Affairs.

10.4 Chargebacks

We encourage customers to contact us directly to resolve any billing disputes before initiating a chargeback with their bank or credit card provider. Unauthorized chargebacks for valid charges may result in the suspension of your account. We reserve the right to contest any chargeback that we believe to be unwarranted and to provide evidence of the transaction to the relevant financial institution.

10.5 Governing Law

This Refund Policy and any disputes arising thereunder shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which Dions operates. Any legal proceedings shall be conducted in the competent courts of that jurisdiction, unless otherwise agreed upon in writing by both parties.

11. Policy Amendments

Dions reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at cafe-dions.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 to remain informed of any updates. Continued use of our services following any changes constitutes acceptance of the revised policy.

12. Accessibility of This Policy

Dions is committed to making this Refund Policy accessible to all customers. If you require this policy in an alternative format or have difficulty accessing any portion of it, please contact us at [email protected] and we will do our best to accommodate your needs.

13. Contact Information for Refund Requests

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to reach out to our dedicated customer support team. We are here to help and are committed to resolving your concerns as efficiently as possible.