Refund Policy

1. Overview

At Dions, we are committed to providing exceptional food and service to every customer. We understand that sometimes orders may not meet your expectations, and we want to make things right. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds or resolving issues with your order.

This policy applies to all food orders placed through our restaurant, online ordering system, delivery services, and catering bookings. By placing an order with Dions, you agree to the terms outlined in this refund policy.

2. Eligibility for Refunds

Refunds may be granted under the following conditions:

Timeframe Requirements

• Requests must be made within 24 hours of order completion for dine-in and pickup orders
• Delivery order refund requests must be made within 2 hours of delivery
• Catering order refund requests must be made within 4 hours of the scheduled delivery or pickup time

Valid Reasons for Refunds

• Order was prepared incorrectly or missing items
• Food quality issues (overcooked, undercooked, cold upon arrival)
• Wrong order delivered or picked up
• Allergic reaction due to undisclosed ingredients
• Excessive delivery delays beyond our control
• Food safety concerns

Documentation Required

• Original receipt or order confirmation number
• Photos of the issue (when applicable)
• Detailed description of the problem
• Contact information for follow-up

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Personal Taste Preferences: Items that don't meet your personal taste preferences but were prepared correctly according to our recipes
• Fully Consumed Orders: Orders that have been completely consumed cannot be refunded
• Special Dietary Modifications: Custom modifications that were prepared as requested but didn't meet expectations
• Third-Party Delivery Issues: Delays or issues caused by third-party delivery services beyond our control
• Promotional Items: Free items or promotional offers included with orders
• Gift Cards: Purchased gift cards are non-refundable but can be transferred
• Late Cancellations: Catering orders cancelled less than 24 hours before scheduled delivery
• No-Show Orders: Orders that were prepared but not picked up within 30 minutes of scheduled time

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Us Immediately

• Call our restaurant at +1 346-571-7931
• Email us at [email protected]
• Visit our location at 2704 Polk St A, Houston, TX 77003, USA
• Use the contact form on our website

Step 2: Provide Required Information

• Your name and contact information
• Order number or receipt details
• Date and time of order
• Detailed description of the issue
• Photos if applicable

Step 3: Investigation and Review

• Our team will review your request within 2-4 hours during business hours
• We may contact you for additional information
• Kitchen staff may be consulted to understand preparation issues
• Security footage may be reviewed if necessary

Step 4: Resolution Decision

• You will receive our decision within 24 hours
• Approved refunds will be processed immediately
• Alternative solutions may be offered if a full refund isn't appropriate

5. Refund Methods and Processing Times

Payment Method Refunds

• Credit/Debit Cards: Refunds will be processed to the original card used for payment within 3-5 business days
• Cash Payments: Cash refunds will be provided immediately at the restaurant location
• Online Payments: Digital payment refunds (PayPal, Apple Pay, etc.) typically process within 2-3 business days
• Gift Cards: Refunds can be issued as store credit or new gift cards

Processing Timeframes

• Immediate: Cash refunds at restaurant location
• 2-3 Business Days: Digital wallet and online payment refunds
• 3-5 Business Days: Credit and debit card refunds
• 5-7 Business Days: Bank transfers and checks (if applicable)

6. Exchanges and Alternatives to Refunds

In many cases, we can offer alternatives to monetary refunds that may better address your concerns:

Order Replacement

• Complete remake of your original order at no charge
• Upgraded items or additional sides to compensate for the inconvenience
• Priority preparation to reduce wait times

Store Credit Options

• Credit equal to or greater than your original order value
• Credits never expire and can be used for any menu item
• Transferable credits that can be shared with friends or family

Partial Refunds

• Refunds for specific items that were unsatisfactory
• Percentage discounts on future orders
• Complimentary items on your next visit

When Exchanges Are Preferred

• Minor preparation errors that can be easily corrected
• Missing items that can be quickly prepared
• Temperature issues with items that can be reheated or remade

7. Damaged or Defective Items

Special procedures apply to orders with food safety concerns or damaged items:

Food Safety Issues

• Immediate Action: Stop consuming the item and contact us immediately
• Documentation: Take photos before disposing of the item
• Full Refund: Complete order refunds are typically provided for food safety concerns
• Investigation: We will investigate the source of the issue to prevent future occurrences

Packaging or Delivery Damage

• Spilled or damaged items during delivery
• Contamination from packaging issues
• Items affected by temperature control failures
• Cross-contamination with allergens

Health and Safety Priority

Your health and safety are our top priorities. If you suspect any food safety issues, we will:

• Provide an immediate full refund
• Cover any reasonable medical expenses related to the issue
• Conduct a thorough investigation of our food handling processes
• Implement corrective measures to prevent similar issues

8. Contact Information for Refund Requests