Refund Policy

1. Overview

At Dions, your satisfaction is our top priority. We are committed to providing exceptional food and service experiences. This refund policy outlines the conditions and procedures for requesting refunds, ensuring transparency and fairness for all our valued customers.

We understand that sometimes circumstances may require a refund, and we strive to handle each request with care and understanding while maintaining the quality standards that define our brand.

2. Refund Eligibility

To be eligible for a refund, the following conditions must be met:

Time Frame Requirements

• Food orders: Refund requests must be made within 24 hours of purchase
• Delivery issues: Claims must be reported within 2 hours of scheduled delivery time
• Event catering: Cancellation requests must be made at least 48 hours in advance
• Gift cards: Refund requests accepted within 30 days of purchase (unused portion only)

Product Condition Requirements

• Food items must be returned in original packaging when applicable
• Items must not show signs of consumption beyond reasonable quality assessment
• Temperature-sensitive items must be returned within safe handling time limits
• Custom orders require valid quality or accuracy concerns

Proof of Purchase

• Valid receipt or order confirmation number
• Credit card statement for card transactions
• Online order confirmation email
• Loyalty program transaction record

3. Non-Refundable Items

Certain items and services cannot be refunded for health, safety, and business reasons:

• Perishable food items consumed beyond 50% of the total quantity
• Custom-made items prepared to specific customer requirements (unless defective)
• Promotional items received as complimentary additions
• Gift cards that have been partially used (refund available for unused balance only)
• Delivery fees for completed deliveries (unless service was unsatisfactory)
• Items purchased with promotional discounts during final sale events
• Services already rendered, including completed catering events
• Items damaged due to customer mishandling or storage

4. Refund Process

Follow these simple steps to request a refund:

5. Refund Methods and Timeline

Payment Method Processing

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Payments: Immediate cash refund at restaurant location
• Digital Wallets: 1-3 business days (Apple Pay, Google Pay, etc.)
• Gift Cards: Store credit issued immediately, original refund within 5-7 days

Processing Timeline

• Refund approval: Within 24-48 hours of request review
• Refund initiation: Same business day once approved
• Bank processing: 3-5 business days (varies by financial institution)
• International payments: 5-10 business days

6. Exchanges Policy

In many cases, we offer exchanges as an alternative to refunds:

When Exchanges are Preferred

• Incorrect order items (wrong size, flavor, or customization)
• Temperature issues with hot/cold items
• Minor quality concerns that don't affect food safety
• Customer preference changes (subject to availability)

Exchange Process

• Same-day exchanges available during restaurant hours
• No additional charges for equal or lesser value items
• Price difference charged for higher value replacements
• Fresh preparation guaranteed for all exchanged food items

Exchange vs. Refund Benefits

• Immediate resolution without waiting for refund processing
• Opportunity to try alternative menu items
• Maintains promotional pricing and discounts
• Supports our commitment to customer satisfaction

7. Damaged or Defective Items

We take special care with damaged or defective items to ensure your safety and satisfaction:

Immediate Actions Required

• Stop Consumption: Discontinue eating/drinking the item immediately
• Preserve Evidence: Take photos and retain packaging if possible
• Report Immediately: Contact us within 2 hours of discovery
• Seek Medical Attention: If you experience any adverse reactions

Our Response Process

• Priority handling of all food safety concerns
• Full refund plus replacement meal at no charge
• Investigation into root cause with our quality team
• Follow-up to ensure your complete satisfaction
• Documentation for continuous improvement purposes

8. Contact Information

Our customer service team is ready to assist you with any refund requests or questions:

Emergency Food Safety Issues: For immediate food safety concerns outside business hours, please contact our emergency hotline at +1 443-940-6610 and select option 9, or visit your nearest emergency healthcare facility.