Refund Policy

Last Updated: July 1, 2026

1. Introduction

Dions operates a food business through its website dions.world and related platforms. We take great pride in the quality of our food and services. However, we understand that issues may occasionally arise. This Refund Policy has been established to ensure a fair, transparent, and consistent process for all refund and exchange requests.

By placing an order with Dions, you agree to the terms outlined in this Refund Policy. This policy applies to all purchases made through our website, mobile applications, third-party delivery platforms, or directly at our location(s) in the United States. Our practices are consistent with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that do not match your confirmed order.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: The food contained an allergen that was not disclosed in the product description, and you notified us of the allergy prior to placing your order.
• Significant Delay: Your order was delivered substantially later than the estimated delivery time, and the food quality was compromised as a result.
• Damaged Packaging: The order arrived with significantly damaged packaging that affected the quality or safety of the food.
• Order Not Delivered: Your confirmed order was never delivered, and delivery was confirmed as failed by our delivery system or partner.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request photographic evidence, order confirmation details, or other supporting documentation to process your claim.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a full refund. We encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified. Late submissions will be reviewed on a case-by-case basis, and we reserve the right to decline refund requests that fall outside the stated timeframes.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed, partially consumed, or tampered with after delivery.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery.
• Dissatisfaction based solely on personal taste preferences, provided the food was prepared accurately according to the menu description and your order specifications.
• Promotional items, complimentary add-ons, or free gifts included with orders.
• Orders where the customer selected customizations that altered the standard recipe, and the dissatisfaction relates to those custom modifications.
• Delivery fees, service fees, and tips paid to delivery drivers (except in cases of non-delivery).
• Digital gift cards and vouchers once redeemed.
• Orders placed through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — refund requests for these orders must be directed to the respective platform per their refund policies.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and the payment method used. If applicable, take clear photographs of the issue (wrong items, damaged packaging, food quality problems).
2. Step 2 — Contact Dions Customer Support: Reach out to us via email at [email protected] or visit our website at dions.world to access our contact form or live support options. Please use the subject line: "Refund Request — [Your Order Number]".
3. Step 3 — Provide Details: In your message, include the following:
   • Full name and contact information
   • Order number and order date
   • Description of the issue
   • Photos or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 — Receive Decision: You will be notified via email of the outcome of your refund request. If approved, the refund or replacement will be processed according to the timelines stated in Section 6 of this policy.

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 processing times may vary depending on your financial institution. Dions initiates the refund on our end within the timeframes indicated above; however, your bank or payment provider may take additional time to post the credit to your account. If you have not received your refund after the stated period, please contact your bank first, then reach out to us at [email protected].

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of unsatisfactory quality, while the remaining items were delivered correctly.
• The food quality issue affected only a portion of the order.
• A significant delay occurred, but the food was still delivered and consumed.
• Promotional discounts or coupon codes were applied to the original order, and the refund reflects the actual amount paid for the affected items.
• A cancellation is requested after food preparation has already begun (see Cancellation Policy in Section 8).

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable fees. Our customer service team will communicate the exact refund amount upon approval of your request.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Standard Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: A partial refund may be issued at our discretion, minus the cost of ingredients and preparation already incurred.
• Cancellation after dispatch: Refunds for cancellations after an order has been dispatched for delivery will not be issued, except in cases of non-delivery.

8.2 Catering and Pre-Orders

For catering orders, large group orders, or pre-orders scheduled for a future date, the following cancellation terms apply:

To cancel a catering or pre-order, please contact us as soon as possible at [email protected]. Verbal or phone cancellations must be confirmed in writing via email to be considered valid.

9. Exchange Policy

Due to the perishable and consumable nature of food products, we generally do not offer item-for-item exchanges. However, in situations where an incorrect item was delivered or a quality issue is confirmed, we may offer one of the following resolutions at our discretion:

• Replacement Order: We will prepare and deliver a replacement for the affected item(s) at no additional charge, subject to availability and operating hours.
• Store Credit: A credit equivalent to the value of the affected item(s) will be applied to your Dions account for use on a future order.
• Monetary Refund: A refund to your original payment method as outlined in Section 6.

Your preferred resolution will be taken into consideration; however, Dions reserves the right to determine the most appropriate remedy based on the nature of the issue and operational feasibility. Replacement orders are subject to current menu availability and delivery zone coverage.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes fairly and efficiently.

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the proposed resolution, you may request an escalation review by emailing [email protected] with the subject line: "Escalation Request — [Your Order Number]". A senior member of our customer service team will review your case within 5 business days and provide a final written decision.

10.2 Chargeback and Payment Disputes

You have the right to dispute a charge with your credit card company or financial institution. However, we ask that you first contact us directly at [email protected] to allow us the opportunity to resolve the issue before initiating a chargeback. Chargebacks initiated without prior contact may delay resolution.

10.3 Consumer Protection Resources

If you feel your consumer rights have not been upheld, you may also contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State Attorney General's Office: Contact details available through your state's official government website.
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy shall be governed by and interpreted in accordance with the laws of the United States and applicable state laws. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration or small claims court proceedings, as permitted under applicable law.

11. Policy Updates

Dions reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated revision date. Your continued use of our services following any such changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

12. Contact Information

For all refund-related inquiries, cancellation requests, or customer service concerns, please contact us using the information below. Our customer service team is available during regular business hours to assist you.