Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Introduction

Thank you for choosing Dions. We take great pride in the quality of our food and the service we provide to each of our customers. We understand that issues can occasionally arise with orders, and we want to ensure that every customer has a clear and fair process for resolving those concerns.

This Refund Policy applies to all purchases made through our website meal-dions.rest or via any other official ordering channel associated with Dions. By placing an order with us, you agree to the terms and conditions set forth in this policy. Please read this document carefully before completing your purchase.

This policy is governed by the laws of the United States and, where applicable, the consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund, one or more of the following conditions must be met:

• Your order was not delivered within the estimated delivery window and no reasonable explanation or resolution was provided by our team.
• The food items you received were significantly different from what was described on our website or menu at the time of ordering.
• Your order contained items that you did not order or were missing items that you paid for.
• The food received was spoiled, inedible, or posed a health concern upon delivery.
• You received the wrong order entirely due to an error on our part.
• A technical error on our platform caused a duplicate charge or an unauthorized transaction.
• The order was canceled within the eligible cancellation window as described in Section 8 of this policy.

Refund requests that do not meet at least one of the above conditions may be evaluated on a case-by-case basis at the sole discretion of Dions management. We reserve the right to request photographic or written evidence to support your claim before processing any refund.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted in a timely manner so that we can properly investigate and resolve the issue. The following timeframes apply:

Requests submitted outside of these timeframes will be considered on a case-by-case basis. However, Dions reserves the right to deny refund requests that fall beyond the stated windows, as it becomes increasingly difficult to verify claims after a significant amount of time has passed.

4. Non-Refundable Items and Services

Due to the perishable and time-sensitive nature of food service, certain items and charges are not eligible for refunds under any circumstances. These include:

• Delivery fees, service charges, and platform convenience fees once an order has been dispatched.
• Orders where the food was consumed in part or in full prior to the complaint being raised, unless there is a documented health concern.
• Customized or special-request menu items that were prepared to your specifications and delivered accurately.
• Promotional or discounted items purchased under a limited-time offer where the terms explicitly stated no refunds.
• Digital gift cards or vouchers that have been redeemed or partially used.
• Tip amounts paid to delivery personnel.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address as specified.
• Orders affected by circumstances beyond our control, such as extreme weather events, natural disasters, or third-party delivery disruptions, unless alternative resolution is not offered.

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

To initiate a refund request, please follow the steps outlined below. Providing complete and accurate information will help us process your request as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used at checkout. Please review the estimated timelines below:

Please note that these timeframes begin from the date that Dions approves and initiates the refund. Actual receipt of funds may depend on your financial institution or payment provider and is beyond our direct control. If you have not received your refund after the stated period, we recommend contacting your bank or payment provider first before reaching out to our support team.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Situations where a partial refund may be applicable include:

• Only a portion of your order was incorrect or missing, while the remainder was delivered accurately and in good condition.
• Your order was partially consumed before a quality issue was identified and reported.
• A promotional discount or coupon was applied to the order, and the refund will be calculated based on the actual amount paid.
• Delivery fees and service charges are excluded from the refund because the delivery was completed, but a product issue occurred.
• Certain add-ons or upgrades to your order were delivered correctly while other components were not.

The amount of any partial refund will be determined by our customer support team based on the specific details of your complaint and the value of the affected items. We will communicate the partial refund amount to you before processing it, and we will seek your acknowledgment where possible.

8. Cancellation Policy

We understand that plans can change, and we will accommodate order cancellations wherever possible. However, due to the nature of food preparation, cancellation windows are limited. Please review our cancellation terms below:

8.1 Pre-Preparation Cancellations

If you need to cancel an order, you must do so within 5 minutes of placing the order and before preparation has begun. Cancellations made within this window are eligible for a full refund. Once our kitchen has begun preparing your order, cancellation may not be possible or may only qualify for a partial refund.

8.2 Post-Preparation Cancellations

Once food preparation has commenced, we are generally unable to cancel the order. In exceptional circumstances, such as an extended and unexplained delivery delay caused by our operations, we may accept a cancellation and provide a full or partial refund at our discretion.

8.3 Scheduled or Pre-Orders

For scheduled orders or pre-orders placed in advance, cancellations must be submitted no later than 2 hours before the scheduled delivery or pickup time to qualify for a full refund. Cancellations received after this window may be subject to a cancellation fee equivalent to 25–50% of the order total.

8.4 How to Cancel

To cancel an order, log in to your account on meal-dions.rest, navigate to your active orders, and select the cancellation option. Alternatively, you may contact us immediately by email at [email protected]. Please include your order number and the reason for cancellation in your message.

9. Exchange Policy

Due to the perishable nature of our food products, we do not offer traditional item exchanges as would be standard in retail settings. However, we do offer the following resolutions in situations where an exchange would otherwise be appropriate:

• Replacement Orders: If an item was incorrect or of poor quality, we may offer to send a replacement item or order at no additional charge, subject to availability and location constraints.
• Store Credit: In cases where a replacement is not feasible, we will issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Menu Substitutions: If a specific item is unavailable after your order has been placed, we will contact you to offer a suitable substitution of equal or greater value. If no suitable substitution is available or accepted, a refund for that item will be issued.

Requests for replacements or exchanges must be submitted within the same timeframes specified in Section 3 of this policy. Our customer support team will work with you to find the most appropriate resolution based on your specific situation.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you have the right to escalate your complaint through our formal dispute resolution process.

10.1 Internal Escalation

In the first instance, please request escalation of your case to a senior customer service representative or manager by replying to your existing support email thread and clearly stating that you wish to escalate your complaint. We commit to responding to escalated complaints within 3–5 business days.

10.2 Formal Written Complaint

If your matter remains unresolved after internal escalation, you may submit a formal written complaint to our business email at [email protected] with the subject line "Formal Complaint — Refund Dispute." Please include all relevant documentation, correspondence, and your desired resolution. We will investigate and respond within 10 business days.

10.3 External Dispute Resolution

Should our internal processes fail to resolve your dispute to your satisfaction, you retain the right to pursue external remedies, including:

• Filing a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
• Contacting your state's Attorney General consumer protection office.
• Initiating a chargeback with your credit card issuer or payment provider, which is your legal right as a consumer.
• Pursuing resolution through small claims court in the jurisdiction where you reside or where the transaction occurred.
• California residents may additionally file complaints with the California Department of Consumer Affairs pursuant to their rights under applicable California law.

We encourage customers to attempt to resolve all disputes directly with us before pursuing external channels, as we are committed to finding fair and timely solutions.

11. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or wish to discuss any aspect of your order, please contact our customer support team using the details below:

Our customer support team aims to respond to all inquiries within 1–2 business days during regular business hours. For urgent matters related to food safety or health concerns, please indicate the urgency clearly in your subject line or initial message so that we may prioritize your case accordingly.

12. Policy Updates and Amendments

Dions reserves the right to update, modify, or amend this Refund Policy at any time without prior notice, except where required by law. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our website meal-dions.rest or placement of orders following any posted changes constitutes your acceptance of the revised policy. If you do not agree with any changes to this policy, you should discontinue use of our services.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising under this policy shall be subject to the jurisdiction of the applicable federal or state courts of the United States. Consumer rights applicable under the FTC Act and, where relevant, state-specific consumer protection laws, are preserved and not limited by this policy.

This Refund Policy was last reviewed and updated on May 22, 2026.