Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

Welcome to Dion's Cafe ("we," "us," "our," or "the Company"). We take pride in the quality of our food and service. However, we understand that there are occasions when an order may not meet your expectations. This Refund Policy has been established to ensure fairness and transparency in how we handle refund requests, cancellations, and disputes.

This policy applies to all purchases made directly through our website at dionscafe.rest, by phone, or in person at our establishment. By placing an order with Dion's Cafe, you agree to the terms outlined in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every customer to have a positive experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including but not limited to undercooked food, spoiled ingredients, or foreign objects found in the food.
• Allergen Concerns: An item was prepared with an ingredient that you had specifically requested to be excluded due to an allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Significant Delay: Your order experienced an unreasonable delay beyond what was communicated at the time of ordering, resulting in the food being cold, stale, or otherwise unsatisfactory upon arrival.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: Your delivery order did not arrive, and no satisfactory resolution was provided.

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 below. Refund requests submitted outside these timeframes may not be honored at our discretion.

3. Timeframes for Refund Requests

Timely reporting is essential for us to effectively address your concern. The following timeframes apply:

We strongly encourage customers to inspect their orders at the time of pickup or delivery. Requests submitted outside these windows may be reviewed on a case-by-case basis but are not guaranteed to be approved.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds. Please review the following carefully:

• Consumed Food: If a substantial portion of the meal has been consumed, a full refund will generally not be issued unless there is a verified safety concern.
• Change of Mind: Refunds will not be issued simply because you changed your mind after placing and receiving an order.
• Customized Orders: Highly customized orders made to specific customer instructions that were prepared correctly as requested are generally non-refundable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted price may not be eligible for a full refund.
• Gift Cards and Store Credits: Gift cards and any promotional store credits issued by Dion's Cafe are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Non-refundable deposits placed for catering events are not eligible for refund unless the cancellation is made within the timeframe specified in Section 8.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the respective platform's refund policies. Please contact the platform directly for such orders.

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

To ensure your refund request is processed as quickly as possible, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Your order number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographs of the issue (if applicable — e.g., incorrect item, food quality concern)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: dionscafe.rest
   Please use the subject line: "Refund Request – [Your Order Number]" when emailing us.
3. Step 3 – Submit Your Request: Provide a clear and detailed description of the problem. Include all relevant photos or documentation to support your claim.
4. Step 4 – Review and Response: Our team will review your request within 1–3 business days and contact you with a decision or request for additional information.
5. Step 5 – Resolution: If your refund is approved, we will process it according to the applicable timeframes outlined in Section 6. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we initiate refunds promptly upon approval, the actual time for the funds to appear in your account may vary depending on your financial institution. Dion's Cafe is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of your order was incorrect or missing, while the remainder was satisfactory.
• A food quality issue affected only one item in a multi-item order.
• The customer consumed a significant portion of the food before identifying an issue.
• The order experienced a minor delay that caused only partial dissatisfaction.
• A discount, coupon, or promotional credit was applied to the original order.

The amount of a partial refund will be determined at the discretion of Dion's Cafe management after a thorough review of the claim. Our goal is always to reach a fair resolution that reflects the nature of the issue experienced.

8. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed with Dion's Cafe:

8.1 Standard Orders (Online, Phone, and Walk-In)

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you will receive a full refund. Please contact us immediately if you wish to cancel.
• Cancellation After Preparation Has Begun: Once food preparation has started, cancellations may not be accepted, and a refund will not be issued unless there is an extenuating circumstance.
• Delivery Orders: Delivery orders may be cancelled for a full refund if the cancellation is made before the order has been dispatched for delivery. Once dispatched, cancellations are not accepted.

8.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of any amounts paid, excluding any non-refundable deposits as stated in your catering agreement.
• 24–72 hours before the event: 50% refund of the total order amount, minus any non-refundable deposits.
• Less than 24 hours before the event: No refund will be issued. All amounts paid will be forfeited.

Catering cancellations must be submitted in writing to [email protected]. Verbal cancellations will not be accepted for catering orders.

9. Exchange Policy

Due to the perishable nature of food products, Dion's Cafe does not offer traditional item exchanges in the same way a retail store would. However, we do offer the following alternatives:

• Order Replacement: If an incorrect or unsatisfactory item is reported within the required timeframe and is eligible under our refund policy, we may offer to replace the item at no additional charge, subject to availability and operational capacity.
• Store Credit: In lieu of a cash refund, customers may opt to receive store credit equal to the value of the refund. Store credits can be applied toward future orders at Dion's Cafe.
• Menu Substitution: In the event that a specific menu item is unavailable after payment has been made, we will contact you to offer a suitable substitution of equal or greater value, or a full refund for that item.

Exchanges or replacements are subject to availability and are handled at the discretion of Dion's Cafe management. We are committed to finding a solution that satisfies our customers.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps:

Step 1: Internal Escalation

Contact us directly at [email protected] to escalate your concern. Please reference your original refund request and explain why you believe the resolution was unsatisfactory. A senior member of our management team will review your case within 3 business days.

Step 2: Informal Resolution

We are committed to resolving disputes amicably and in good faith. We encourage open communication and will make every reasonable effort to reach a mutually agreeable solution before any formal proceedings are initiated.

Step 3: Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe a transaction was unauthorized or if we have failed to honor our commitments. We respect your rights under the Fair Credit Billing Act (FCBA) and applicable state consumer protection laws.

Step 4: Consumer Protection Agencies

If you feel your rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Office or Department of Consumer Affairs

Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes that cannot be resolved informally may be subject to binding arbitration or legal proceedings in the applicable jurisdiction, in accordance with applicable federal and state law.

11. Special Circumstances

Dion's Cafe recognizes that certain situations may fall outside the standard parameters of this policy. We reserve the right to make exceptions and accommodations on a case-by-case basis, particularly in the following situations:

• Food safety incidents requiring medical attention
• Documented allergic reactions caused by incorrect ingredient preparation
• Service failures during special events or large gatherings
• Natural disasters, power outages, or other force majeure events affecting order fulfillment

In such cases, please contact us immediately so we can work with you toward a fair resolution.

12. Policy Updates

Dion's Cafe reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on our website at dionscafe.rest with an updated effective date. Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: