Refund Policy

At Giordanos, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at giordanosdelivery.rest.

This policy applies to all food orders placed through our online platform and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

1. Our Commitment to Customer Satisfaction

Giordanos takes great pride in the quality of our food and service. If you are dissatisfied with your order for any legitimate reason, we encourage you to contact us promptly so that we can work toward a fair and reasonable resolution. We evaluate each refund or compensation request on a case-by-case basis and strive to resolve all concerns quickly and professionally.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• Incorrect Order: You received items that were different from what you ordered (wrong food items, wrong size, or wrong quantity).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Food Safety Concerns: You discovered foreign objects or contaminants in your food that pose a health or safety risk.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time, causing the food to be unsuitable for consumption.
• Order Not Received: Your order was marked as delivered but was never received, and you can provide reasonable verification of non-receipt.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A charge was made to your account without your authorization, and you have reported the incident promptly.

Giordanos reserves the right to investigate all refund requests before approving or denying them. We may request supporting documentation such as photographs, order confirmation numbers, or written descriptions of the issue.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the timeframes outlined below. We are unable to process refund requests that fall outside these windows under normal circumstances.

4. Non-Refundable Items and Circumstances

Certain situations and items are not eligible for a refund. These include, but are not limited to:

• Orders where the customer changed their mind after preparation has already begun.
• Food items that have been consumed in full or substantially consumed before a complaint is raised.
• Customized or special-request items prepared exactly as specified by the customer.
• Dissatisfaction based solely on personal taste preferences (e.g., disliking a particular flavor or ingredient that was accurately described on the menu).
• Delivery delays caused by circumstances beyond our control, including severe weather, traffic incidents, or third-party delivery service disruptions.
• Incorrect delivery addresses provided by the customer at the time of order.
• Refund requests submitted outside the eligible timeframes described in Section 3.
• Promotional items, free add-ons, or complimentary food provided as a goodwill gesture.
• Delivery fees, service fees, and tips are generally non-refundable unless the order itself qualifies for a full refund due to our error.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the items purchased.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food, packaging, or any visible defects. This documentation can significantly support your claim.
3. Step 3 — Contact Us: Reach out to our customer support team through one of the channels listed below. Provide your order number, a description of the issue, and any supporting photos or documentation.
4. Step 4 — Review Process: Our team will review your request and may follow up with additional questions or requests for clarification. We aim to respond to all refund requests within 1 to 2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and a decision made, we will notify you by email of the outcome. If approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method. Please review the estimated processing times below:

Please note that while we process refunds on our end promptly, your financial institution may have its own processing timeframes that are outside of our control. If you have not received your refund within the stated period, we recommend contacting your bank or card issuer for further assistance.

7. Partial Refunds

In some circumstances, a partial refund may be more appropriate than a full refund. Giordanos may issue a partial refund in the following situations:

• Only certain items from an order were missing, incorrect, or unsatisfactory, and other items were received in good condition.
• The food quality issue affected only a portion of the order.
• A delivery delay affected only part of the order's usability.
• There was a minor discrepancy in the order that did not substantially diminish the overall experience.

In cases where a partial refund is issued, we will clearly communicate which items are being refunded and the corresponding amounts. We may also offer store credit or a discount on a future order as an alternative to a partial monetary refund, at our discretion and with your agreement.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct exchanges for delivered food items. However, we understand that mistakes happen, and we will do our best to make things right.

If you received an incorrect item and the issue is reported within the eligible timeframe, we may offer the following alternatives, depending on the situation:

• Replacement Delivery: Where operationally feasible and within a reasonable distance and time, we may dispatch the correct item to you at no additional charge.
• Store Credit: We may credit the value of the incorrect or missing item to your account for use on a future order.
• Monetary Refund: If a replacement or credit is not suitable, we will process a refund for the affected item(s).

For in-store pickup orders where the error is discovered on-site before you leave, our staff will correct the order immediately at no additional cost.

9. Cancellation Policy

We begin preparing your food order shortly after it is placed in order to ensure timely delivery and freshness. As a result, our cancellation window is limited.

9.1 Eligible Cancellations

You may cancel your order and receive a full refund if your cancellation request is submitted within 5 minutes of placing the order and before food preparation has commenced. To request a cancellation, contact us immediately at [email protected] or through the order management feature on our website.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, it can no longer be cancelled for a full refund. At this point, cancellation may result in a partial refund or store credit, at our discretion, depending on how far along the preparation process is.

9.3 Scheduled or Pre-Orders

For orders placed in advance or scheduled for a future date or time, cancellations must be submitted at least 2 hours before the scheduled preparation time to qualify for a full refund. Cancellations made within 2 hours of the scheduled time may not be eligible for a full refund.

9.4 Giordanos-Initiated Cancellations

In rare circumstances, Giordanos may need to cancel your order due to ingredient unavailability, technical issues, unforeseen operational constraints, or events beyond our control. In such cases, you will be notified as soon as possible and will receive a full refund to your original payment method within the applicable processing timeframe.

10. Dispute Resolution Process

We encourage all customers to contact us directly to resolve any concerns before seeking external remedies. Most issues can be resolved quickly and efficiently through direct communication.

10.1 Internal Resolution

If you are dissatisfied with the outcome of a refund request, you may escalate the matter by sending a detailed written explanation to our customer support team at [email protected]. Please include your order number, previous case reference (if any), and the specific resolution you are seeking. Our management team will review escalated cases and respond within 3 to 5 business days.

10.2 Chargeback Requests

If you believe a charge was made in error and we have not been able to resolve the issue to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback under applicable payment network rules. We ask that you first attempt to resolve the issue directly with us, as chargebacks can result in delays and additional administrative processes for both parties.

10.3 Consumer Protection Resources

Customers in the United States may also file complaints with the following consumer protection agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or local consumer protection agency.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Giordanos operates, without regard to conflict of law principles. Any formal legal disputes that cannot be resolved informally shall be subject to the jurisdiction of the appropriate courts in our operating state.

11. Amendments to This Policy

Giordanos reserves the right to modify or update this Refund Policy at any time. Changes will become effective upon posting to our website at giordanosdelivery.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please contact our customer support team using the information below. We are here to help and will do our best to assist you promptly and professionally.