Refund Policy

Last Updated: May 28, 2026

1. Introduction

At Dions, we are committed to providing our customers with high-quality food products and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have developed this comprehensive Refund Policy to ensure a fair and transparent process for all parties involved.

This policy applies to all purchases made through our website (cafe-dions.digital), over the phone, or via any other official ordering channel operated by Dions. This policy is governed by applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and applicable state regulations.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. A refund may be issued under the following conditions:

• 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 in your delivery or pickup bag.
• Food Quality Issues: The food delivered was spoiled, contaminated, undercooked, or otherwise unfit for consumption.
• Allergic Reactions / Allergen Mislabeling: Your order contained an ingredient that was not disclosed at the time of ordering and caused an adverse reaction. (Please note that documentation may be required.)
• Significant Delay: Your order was significantly delayed beyond the stated estimated delivery time due to fault on our end, rendering the food unfit or unsuitable for consumption.
• Order Not Delivered: Your order was never delivered and cannot be confirmed as received.
• Technical Overcharge: A billing or technical error resulted in a duplicate charge or an incorrect amount being charged.

Refund eligibility is assessed on a case-by-case basis. Dions reserves the right to request supporting evidence, such as photographs of the food or packaging, before approving a refund.

3. Timeframes for Refund Requests

To qualify for a refund, your request must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored at our discretion. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have already been consumed in full, with no documented issue reported at the time of consumption.
• Change of mind after an order has been prepared or dispatched.
• Customized orders where specific instructions were followed correctly (e.g., custom dietary requests that were fulfilled as specified).
• Delays caused by circumstances outside our control, including severe weather, natural disasters, traffic conditions, or third-party delivery service disruptions.
• Promotional, discounted, or complimentary items unless they are defective or unsafe.
• Delivery fees, service fees, or platform charges unless the entire order qualifies for a full refund.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Taste preferences — if the food was prepared according to our standard recipe and no quality issue was identified, personal taste preferences do not qualify for a refund.

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

Requesting a refund from Dions is a straightforward process. Please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order number, the date and time of your order, the items in question, your contact details, and any supporting evidence (photographs are highly recommended).
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafe-dions.digital
3. Step 3 — Describe Your Issue: Clearly explain the reason for your refund request. Include your order number, the specific item(s) affected, and a description of the problem. Attach any photos or supporting documentation.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Step 5 — Review and Decision: Once all information has been reviewed, we will notify you of our decision within 3–5 business days of receiving your complete request.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the payment method used for the original transaction. (See Section 6 for processing times.)

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your bank or payment provider. Dions is not responsible for delays caused by financial institutions. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a larger order were affected, and the remainder of the order was satisfactory.
• A portion of the food was consumed before the issue was identified (e.g., one meal was fine but another in the same order was not).
• The issue reported was minor and did not significantly impact the overall quality or safety of the order.
• Delivery fees or service charges are excluded from an otherwise eligible refund.
• A promotional discount was applied to the original order; the refund will reflect the discounted amount paid.

The amount of any partial refund will be determined by Dions at our reasonable discretion, taking into account the nature and extent of the issue and the value of the affected items.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for online or delivery orders. However, we do offer the following alternatives:

• Replacement Order: In cases involving incorrect or missing items, we may offer to prepare and send a replacement at no additional cost, subject to availability and operational hours.
• Store Credit: As an alternative to a cash refund, we may offer store credit of equal or greater value to be used on a future order at Dions.
• In-Store Exchange: For in-store purchases where an item was found to be defective or unsatisfactory, an exchange may be facilitated at the discretion of the on-duty manager, provided the item is returned promptly and in a condition that allows us to assess the issue.

Exchanges and replacements are subject to menu availability and are not guaranteed. We will always do our best to find a satisfactory resolution.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the amount paid, including any applicable delivery fees.
• During Preparation: Once food preparation has commenced, cancellations may not be accepted. If a cancellation is accepted at this stage, a partial refund may be issued to cover the cost of items not yet prepared.
• After Dispatch: Orders that have already been dispatched for delivery cannot be canceled. No refund will be issued for cancellation requests made after dispatch unless the order does not arrive or arrives in an unacceptable condition.

9.2 Pre-Orders and Catering Orders

• Pre-orders and catering orders canceled more than 48 hours before the scheduled delivery or pickup time will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value, as ingredients and preparation may have already begun.
• No refund will be issued for catering orders canceled on the day of the event unless a valid emergency is documented.

To cancel an order, please contact us as soon as possible at [email protected] or through our website at cafe-dions.digital.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are unsatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps outlined below:

10.1 Internal Escalation

If your refund request has been denied or you disagree with the resolution offered, you may escalate your complaint by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include your original order number, a summary of the issue, and the reason you are disputing the decision. A senior member of our team will review your case and respond within 5–7 business days.

10.2 Chargeback Rights

Customers retain their right to initiate a chargeback through their bank or credit card provider in accordance with applicable US federal and state consumer protection laws, including protections under the Fair Credit Billing Act (FCBA). We encourage customers to attempt resolution with us directly before initiating a chargeback, as we are committed to finding a fair outcome.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you have the right to file a complaint with the following organizations:

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

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute through good-faith informal negotiation. Either party may propose mediation, and both parties agree to participate in at least one mediation session before initiating any formal legal proceedings.

11. Food Allergies and Safety Disclaimer

Dions takes food safety and allergen management seriously. Our menu items may contain or come into contact with common allergens, including but not limited to peanuts, tree nuts, gluten, dairy, eggs, soy, fish, and shellfish. While we strive to accurately label all allergen information, customers with severe allergies are advised to contact us directly before placing an order.

If you believe you have experienced an allergic reaction due to undisclosed ingredients in our food, please seek medical attention immediately and contact us as soon as possible. We will conduct a thorough investigation and respond in a timely and responsible manner.

12. Policy Amendments

Dions reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon publication on our website at cafe-dions.digital. The date at the top of this page will reflect when the most recent changes were made. Continued use of our services following any update constitutes acceptance of the revised policy.

We encourage customers to review this policy periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below: