Refund Policy

Effective Date: June 14, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at tastygiordanos.digital, by phone, or in person at our establishment. We strive to ensure that every customer receives fresh, accurately prepared food that meets our high quality standards. This policy outlines the circumstances under which refunds, exchanges, or credits may be issued, as well as the process for submitting a refund request.

By placing an order with Giordanos, you agree to the terms set forth in this Refund Policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with a revised effective date.

2. Eligibility Conditions for Refunds

We want you to be satisfied with every order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong dish).
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise did not meet acceptable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If we failed to accommodate a clearly communicated dietary restriction or allergen request and you suffered an adverse reaction, you may be eligible for a refund. Note that medical claims may require documentation.
• Delivery Failure: Your delivery order never arrived, was significantly delayed beyond our stated delivery window without prior notice, or was delivered to the wrong address due to our error.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Cancellation Before Preparation: You successfully canceled your order before food preparation began (see Section 8 for full cancellation details).

To be eligible for a refund, you must contact us within the timeframe specified in Section 3 below and provide sufficient documentation, such as photos of the incorrect or unsatisfactory item(s), your order confirmation number, and a description of the issue.

3. Timeframes for Refund Requests

Prompt reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

Refund requests submitted outside of these timeframes may not be eligible for a full refund. We reserve the right to assess late requests on a case-by-case basis and may offer partial refunds or store credits at our discretion.

4. Non-Refundable Items and Services

Certain items and fees are non-refundable under any circumstances:

• Delivery Fees: Delivery charges are non-refundable once the delivery driver has dispatched your order, except in cases of non-delivery due to our error.
• Service Fees and Tips: Any service fees or gratuities added at checkout are non-refundable.
• Correctly Prepared Orders: If your order was prepared correctly according to the specifications you provided, we are unable to issue a refund based on a change of preference or personal taste.
• Consumed or Largely Consumed Food: Refunds will not be issued for items that have been significantly consumed. If you have a quality concern, please report it before consuming more than a small portion of the item.
• Promotional Items: Free or discounted items provided as part of a promotion are not eligible for a cash refund.
• Digital Gift Cards: Purchased digital gift cards are non-refundable and non-transferable once delivered to the recipient's email address.
• Catering Deposits: Deposits made for catering orders are non-refundable if the cancellation occurs within 72 hours of the scheduled event (see Section 8).

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the incorrect, missing, or unsatisfactory item(s), if applicable
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: tastygiordanos.digital (use the Contact or Support form)
3. Submit Your Request: Provide all requested information and attach any relevant photos or documentation. The more detail you provide, the faster we can resolve your issue.
4. Receive Acknowledgment: Our customer service team will acknowledge your request within 1 business day and provide you with a case reference number.
5. Review and Resolution: We will investigate your claim and respond with a decision within 3–5 business days. If additional information is needed, we will contact you promptly.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6.

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 actual time for funds to appear in your account is subject to your bank's or payment provider's processing times. We have no control over these timelines once the refund has been initiated from our side.

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:

• Partial Order Issues: Only certain items in your order were incorrect, missing, or unsatisfactory. In this case, a refund will be issued only for the affected items, not the entire order.
• Partially Consumed Orders: If you have consumed a significant portion of an item before reporting a quality issue, we may issue a partial refund at our discretion.
• Delayed Delivery: If your order was delivered late but did arrive, we may offer a partial refund or store credit as a goodwill gesture depending on the extent of the delay.
• Promotional Discounts: If your original order included a discount or promotional pricing, refunds for affected items will be calculated based on the actual price paid, not the standard menu price.
• Incomplete Documentation: If you are unable to provide adequate documentation to support your full refund claim, we may issue a partial refund based on the available evidence.

Partial refund amounts will be communicated to you clearly during the resolution process. You have the option to accept the partial refund or escalate the dispute as outlined in Section 10.

8. Cancellation Policy

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

8.1 Standard Orders (Pickup and Delivery)

Because we begin preparing your food shortly after receiving your order, our cancellation window is very limited. You may cancel a standard order for a full refund within 5 minutes of placing the order, provided that food preparation has not yet begun. To cancel, contact us immediately by phone or through our website. If preparation has already started, we cannot guarantee a full refund, though we may offer store credit at our discretion.

8.2 Catering and Large Group Orders

Catering orders require significant advance preparation and resource allocation. The following cancellation terms apply:

8.3 Cancellations Due to Our Error

If we are unable to fulfill your order due to circumstances on our end — such as ingredient shortages, kitchen closures, or staffing issues — you will receive a full refund of all amounts paid, including any delivery or service fees, within 3–5 business days.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not possible in the same way they are for non-food retail items. However, we do offer the following remedies as alternatives to refunds:

• Order Replacement: If your order was incorrect or of unacceptable quality and you contact us within the reporting timeframe, we may offer to re-prepare and deliver the correct item(s) at no additional charge, subject to availability and operational feasibility.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value to the affected item(s). Store credit can be applied to future orders on our website or in person.
• Complimentary Item on Next Visit: For minor quality concerns that do not warrant a full refund, we may offer a complimentary item on your next visit as a goodwill gesture.

Replacement orders are subject to the same preparation times as original orders and will be prioritized in our kitchen queue. If you prefer a monetary refund over a replacement, please indicate this clearly when submitting your refund request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving all disputes fairly and efficiently.

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request a review by a senior member of our management team. Please email [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case reference number. A manager will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or if a merchant failed to honor a legitimate refund request. Under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), you are protected against billing errors. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as chargebacks can result in delays and may affect your account status with us.

10.3 Consumer Protection Resources

If you feel that we have engaged in unfair or deceptive trade practices, you may file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state law. Any legal action arising out of or related to this policy shall be subject to the jurisdiction of the appropriate courts in the state where our business is registered and operates.

11. Special Circumstances

We recognize that extraordinary situations may arise. In cases of natural disasters, public health emergencies, extreme weather events, or other force majeure circumstances that affect our ability to fulfill orders or your ability to contact us within the standard timeframes, we will evaluate refund requests on a case-by-case basis with additional flexibility and goodwill.

Additionally, if you have a recurring issue with your orders, we encourage you to contact us directly so we can identify and address any systemic problems with your account or delivery zone.

12. Contact Information for Refund Requests

Our customer service team is ready to assist you with any refund-related questions or concerns. Please reach out to us using the information below:

When contacting us, please include your order confirmation number, the email address used to place the order, and a detailed description of your concern. This will help us assist you as quickly and efficiently as possible.

Last Updated: June 14, 2026