Refund Policy

At Dions, we are committed to providing our customers with a satisfying food experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all purchases, orders, and transactions made through our website at meal-dions.digital or through any other ordering channel associated with Dions. By placing an order with us, you agree to the terms outlined in this policy.

Given the perishable nature of food products, our refund policy is designed to balance customer satisfaction with the operational realities of the food service industry. We take all refund requests seriously and strive to resolve each matter promptly and fairly.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that does not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, contaminated, or otherwise unfit for consumption at the time of delivery.
• Allergic Reactions Due to Incorrect Preparation: If our staff failed to honor a documented allergy request that was clearly stated at the time of ordering, resulting in the delivery of an incorrect item.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time and the food was no longer in an acceptable condition.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your order was never delivered, and our delivery records confirm non-delivery.
• Failed Transaction With Deduction: Your payment was deducted but no order was confirmed in our system.

To be eligible for a refund, you must provide supporting evidence such as photographs of the incorrect or spoiled food, a description of the issue, and your order confirmation number.

3. Timeframes for Refund Requests

We operate on strict timeframes for refund requests due to the perishable nature of our products. Please review the following timelines:

4. Non-Refundable Items and Situations

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 or dispatched.
• Food items that have been partially consumed, unless the issue was discovered during consumption and reported immediately.
• Orders affected by inaccurate delivery address information provided by the customer.
• Customized or special-request orders prepared exactly as specified by the customer.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Delivery fees, service fees, or platform charges in cases where the food itself was delivered correctly.
• Delays caused by factors outside our control, such as severe weather conditions, traffic incidents, or other force majeure events.
• Refund requests made after the applicable request window has closed.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.

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

Follow the steps below to submit a refund request with Dions:

1. Step 1 – Gather Your Information: Before reaching out, collect your order confirmation number, the date and time of your order, a description of the issue, and photographic evidence if applicable (e.g., photos of missing items, incorrect food, or spoiled products).
2. Step 2 – Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit our website at meal-dions.digital to access our support portal. Please use the subject line: "Refund Request – Order #[Your Order Number]".
3. Step 3 – Provide All Required Details: In your message, include your full name, contact information, order number, a clear description of the problem, and any supporting documentation or photographs.
4. Step 4 – Await Confirmation: Our customer support team will send you an acknowledgment of your refund request within 24 hours of receipt (during business days).
5. Step 5 – Review and Assessment: Our team will review your request and supporting evidence. This review process typically takes 1 to 3 business days. We may contact you for additional information during this period.
6. Step 6 – Decision Notification: You will be notified of the outcome of your refund request via email. If approved, you will receive details of the refund amount and the estimated timeline for processing.
7. Step 7 – Refund Processed: Upon approval, your refund will be processed according to the timelines specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, the actual time for the funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party payment processors or banking institutions.

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 some items in your order were missing or incorrect, while others were delivered as expected.
• The food quality issue affected only part of the order.
• A portion of the order was consumed before the issue was identified.
• The delivery was significantly delayed, but the food was still in an acceptable condition upon arrival.
• A coupon, discount, or promotional credit was applied to the order, and only the net amount paid is eligible for refund consideration.

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 specific amount and reasoning when issuing a partial refund decision.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, direct exchanges are generally not possible once an order has been prepared or delivered. However, Dions recognizes that some situations warrant an alternative resolution:

• Replacement Order: In cases where an incorrect item was delivered and the error is on our part, we may offer to prepare and deliver a replacement item at no additional cost, subject to availability and operational capacity at the time of the request.
• Store Credit: As an alternative to a monetary refund, we may offer store credit of equivalent or greater value that can be applied to a future order. Store credits are valid for 90 days from the date of issuance.
• In-Store Resolution: Customers who placed an in-store or pickup order may return to our location and speak with a manager to arrange an on-the-spot resolution, including replacement of the incorrect item.

All exchange or replacement requests are subject to review and approval by our customer support or management team. We reserve the right to offer the most appropriate resolution based on the specific circumstances of each case.

9. Cancellation Policy

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

9.1 Online and App Orders

• Before Order Confirmation: You may cancel your order at any time before it is confirmed by our system with no charge.
• Within 5 Minutes of Placing the Order: If your order has been confirmed but food preparation has not yet begun, you may cancel within 5 minutes of placing the order for a full refund.
• After Food Preparation Has Begun: Once our kitchen has started preparing your order, cancellations are generally not accepted. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Pre-Orders and Catering Orders

• Cancellations made 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 will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and preparation will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Dions provides the following dispute resolution process:

10.1 Internal Escalation

In the first instance, you may request that your case be escalated to a senior customer service representative or manager by replying to your case email and stating that you wish to escalate your complaint. We will respond to escalated disputes within 3 business days.

10.2 Written Complaint

If the internal escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint via email to [email protected] with the subject line: "Formal Complaint – Refund Dispute". Please include all relevant documentation, correspondence, and a clear description of your desired resolution. We will provide a formal written response within 7 business days.

10.3 Consumer Protection Resources

As a business operating in the United States, Dions is subject to applicable federal and state consumer protection laws. If you believe your consumer rights have been violated, you may also contact:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints related to deceptive or unfair business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment-related disputes.
• Your state's Attorney General's Office or local consumer protection agency.

10.4 Chargebacks

While you have the right to initiate a chargeback through your bank or card issuer, we respectfully ask that you first attempt to resolve the matter directly with us. We are committed to finding a fair resolution and can often address concerns more quickly than the formal chargeback process. Filing a chargeback without first contacting us may limit our ability to assist you promptly.

11. Fraud Prevention

Dions reserves the right to refuse refund requests that appear to be fraudulent, abusive, or in bad faith. Accounts with a history of excessive or unsubstantiated refund claims may be flagged and subject to account review or suspension. We take the integrity of our refund process seriously to ensure fairness for all our customers and our business.

12. Amendments to This Policy

Dions reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at meal-dions.digital with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact our customer support team using the details below:

Our customer support team is available during regular business hours. We aim to respond to all refund-related inquiries within 24 hours on business days. We appreciate your patience and thank you for choosing Dions.