Refund Policy

At Dion's Fresh, customer satisfaction is our top priority. We are committed to providing high-quality, fresh food products and a seamless ordering experience. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution. Please read this policy carefully before placing an order.

By placing an order through our website dionsfresh.rest or any associated ordering platform, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state regulations.

1. Our Commitment to Freshness and Quality

Dion's Fresh takes pride in delivering fresh, high-quality food products to our customers. Because we deal in perishable food items, our refund policy is specifically designed to address the unique challenges associated with food products while ensuring that every customer receives fair treatment and prompt resolution for any legitimate concerns.

We understand that food quality is non-negotiable. If you receive an order that does not meet our quality standards, we encourage you to contact us immediately so we can make it right.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: Part of your order was missing upon delivery or pickup.
• Spoiled or Damaged Food: The food items you received were spoiled, contaminated, or physically damaged at the time of delivery.
• Food Safety Concerns: The product poses a food safety risk, such as visible mold, unusual odor, or foreign objects.
• Significant Quality Deviation: The food quality significantly deviates from our advertised standards or your reasonable expectations.
• Order Not Delivered: Your order was never delivered and cannot be located by our delivery team.
• Technical Billing Error: You were charged an incorrect amount or charged more than once for the same order.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within the following timeframes:

We strongly encourage customers to inspect their orders upon receipt. Late claims submitted outside of these timeframes will be reviewed on a case-by-case basis, but Dion's Fresh reserves the right to decline refunds for claims reported after the stated deadlines.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food has been prepared.
• Food items that have been partially or fully consumed and then reported as unsatisfactory without valid cause.
• Items that were correctly prepared according to your order specifications but do not match your personal taste preferences.
• Customized or special-request items prepared exactly as requested by the customer.
• Delivery fees, service charges, and tips (unless the order was never delivered).
• Promotional items, complimentary add-ons, or items received as part of a discount offer.
• Orders affected by customer error, including incorrect delivery address provided by the customer.
• Delays caused by third-party delivery services outside of our direct control.
• Gift cards and prepaid meal credits once used.

5. How to Request a Refund

Requesting a refund from Dion's Fresh is straightforward. Please follow these steps to ensure your claim is processed efficiently:

Step 1: Document the Issue

Before contacting us, gather the following information:

• Your order number or confirmation number
• The date and time of your order
• A clear description of the issue
• Photographs of the damaged, incorrect, or spoiled items (if applicable)

Step 2: Contact Our Customer Support Team

Reach out to us through one of the following channels:

• Email: [email protected]
• Website: dionsfresh.rest

Step 3: Submit Your Claim

When contacting us, please include the following in your message:

• Your full name
• Order number
• Contact information (email and phone number)
• A description of the problem
• Supporting photos or documentation (where applicable)
• Your preferred resolution (refund, replacement, or store credit)

Step 4: Review and Confirmation

Our customer support team will review your claim and respond within 1–2 business days. We may request additional information or photos to process your claim. Once the claim is verified, we will notify you of the approved resolution via email.

Step 5: Receive Your Refund or Resolution

Upon approval, your refund, replacement, or store credit will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on the original payment method used:

7. Partial Refunds

In certain 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 or missing, and the rest of the order was received in satisfactory condition.
• The food quality issue affected only specific items in a multi-item order.
• The order was partially consumed before the quality issue was identified.
• A discount, coupon, or promotional credit was applied to the original order.
• Delivery fees and service charges may be excluded from the refund when the delivery was completed but the food item itself was the issue.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable non-refundable fees. Our customer support team will communicate the exact refund amount to you upon review of your claim.

8. Exchange Policy

For food safety and hygiene reasons, Dion's Fresh does not offer traditional product exchanges. However, in cases where your order was incorrect or the food was unsatisfactory due to our error, we may offer the following alternatives:

• Replacement Order: We will re-prepare and deliver or make available for pickup a replacement of the same item(s) at no additional cost.
• Substitute Item: If the original item is unavailable, we will offer a comparable substitute of equal or greater value, subject to your approval.
• Store Credit: In lieu of a cash refund or replacement, you may opt to receive Dion's Fresh store credit of equivalent value, which can be applied to a future order.

All exchange or replacement requests must meet the same eligibility conditions and reporting timeframes outlined in Sections 2 and 3 of this policy. Replacement orders are subject to availability and operating hours.

9. Cancellation Policy

Because Dion's Fresh prepares fresh food to order, our cancellation window is limited. Please review the following cancellation terms carefully:

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of placement, provided food preparation has not yet commenced.
• Once food preparation has started, cancellations will not be accepted, and refunds will not be issued for change-of-mind cancellations.
• To cancel an order, contact us immediately at [email protected] or through the website.

9.2 Pre-Orders and Catering Orders

• Catering and bulk pre-orders may be cancelled up to 48 hours before the scheduled fulfillment time for a full refund.
• Cancellations made between 24–48 hours before fulfillment are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before fulfillment are not eligible for a refund due to ingredient procurement and preparation costs already incurred.

9.3 Cancellations Due to Operational Issues

In the rare event that Dion's Fresh must cancel your order due to unforeseen circumstances (e.g., ingredient unavailability, technical issues, or closures), you will receive a full refund to your original payment method within the applicable processing timeframe.

10. Dispute Resolution Process

Dion's Fresh is committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following dispute resolution process:

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request a review by a senior member of our customer support team. Send your escalation request to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include your original claim details and the reason for your dispute. A senior representative will review your case and respond within 3–5 business days.

Step 2: Mediation

If the internal escalation does not result in a satisfactory resolution, both parties may agree to engage a neutral third-party mediator. Mediation costs will be shared equally unless otherwise agreed. Mediation is a voluntary process and does not waive either party's legal rights.

Step 3: Consumer Protection Agencies

Customers in the United States have the right to file a complaint with consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your applicable state's Attorney General office or consumer protection agency.

Step 4: Legal Action

If all other dispute resolution methods fail, either party may pursue legal remedies through the appropriate courts. Nothing in this Refund Policy limits your rights under applicable federal or state consumer protection laws, including the FTC Act or applicable state statutes.

11. Consumer Rights Under U.S. Law

This Refund Policy does not limit or override any consumer rights granted under applicable United States federal or state laws. Customers are entitled to all protections available under:

• The Federal Trade Commission Act (FTC Act) — governing unfair or deceptive acts and practices in commerce.
• State-specific consumer protection statutes applicable to your state of residence.
• Food safety regulations enforced by the U.S. Food and Drug Administration (FDA) and applicable state health departments.

12. Policy Updates

Dion's Fresh reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. Continued use of our services after the posting of changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the details below. Our customer support team is available to assist you and is dedicated to resolving your concerns as quickly as possible.

When contacting us, please have your order number, contact details, and a description of your issue ready to help us assist you more efficiently. We value every customer and are committed to making your experience with Dion's Fresh a positive one.