Refund Policy

At Giordanos, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making the refund and resolution process as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges for food orders placed through our website at giordanos.rest.

1. Overview

This Refund Policy applies to all food orders and purchases made through giordanos.rest, whether placed online, over the phone, or via any affiliated ordering platform. By placing an order with Giordanos, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.

We reserve the right to update or modify this policy at any time. Any changes will be posted on this page with a revised effective date. Continued use of our services after any such changes constitutes your acceptance of the new terms.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be considered eligible for a refund, one or more of the following conditions must apply to your order:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: Part of your order was not included in the delivery or pickup bag, and you were charged for the missing items.
• Food Quality Issues: The food you received was visibly undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Allergen or Dietary Concern: You received an item containing allergens or ingredients that you explicitly excluded at the time of ordering, posing a health or safety concern.
• Delivery Failure: Your order was placed for delivery and was never delivered to the address you provided, and you did not receive a notification of cancellation or non-delivery.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Order Cancellation: You cancelled your order within the eligible cancellation window (see Section 8 for details).

Refunds will not be issued based solely on a change of mind, preference, or taste after the food has been prepared and/or delivered.

3. Timeframes for Refund Requests

We take food quality and service issues seriously, but we must also maintain reasonable timeframes within which refund requests can be submitted. The following timeframes apply:

Refund requests submitted outside of these timeframes may be declined at the sole discretion of Giordanos. We strongly encourage customers to review their order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under any circumstances. These include:

• Completed and Accepted Orders: Orders that have been delivered or picked up and accepted without complaint at the time of receipt.
• Change of Mind: Refunds will not be issued simply because you changed your mind after the food was prepared.
• Promotional or Discounted Items: Items purchased at a special promotional price or as part of a limited-time deal may be non-refundable unless there is a verifiable quality or accuracy issue.
• Customized Orders: Highly customized food items that cannot be resold or reused may not be eligible for a refund if the customization was correctly fulfilled.
• Gift Cards: Gift card purchases are non-refundable once issued.
• Delivery Fees: Delivery fees are non-refundable unless the delivery was not completed due to an error on our part.
• Service Fees and Tips: Any service fees and gratuities are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those platforms. Giordanos has limited control over refunds initiated through third-party services.

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

If you believe your order qualifies for a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Before reaching out, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue (e.g., missing item, wrong order, quality concern)
   • Photographic evidence, if applicable (strongly recommended for quality or accuracy issues)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: giordanos.rest
3. Step 3 — Submit Your Request: Clearly state that you are requesting a refund, describe the issue in detail, and attach any supporting photos or documentation. Include your preferred resolution (full refund, partial refund, or replacement).
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may reach out for additional information if needed.
5. Step 5 — Resolution: Once we have reviewed your request and confirmed the issue, we will notify you of the approved resolution and initiate the appropriate refund or corrective action.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method. The following estimated processing times apply:

Please be aware that while Giordanos processes refunds promptly upon approval, your bank or financial institution may require additional time to post the credit to your account. Giordanos is not responsible for delays caused by your bank or payment processor.

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply under the following conditions:

• Only certain items in your order were incorrect, missing, or unsatisfactory — refunds will be issued for the affected items only.
• A portion of the order was consumed before a quality issue was identified — refunds may be limited to the unconsumed portion at our discretion.
• A discount or promotional code was applied to the original order — the refund will reflect the actual amount paid for the affected items after the discount.
• A delivery issue affected only part of the order — the refund will cover only the items that were not delivered or were delivered incorrectly.

The amount of any partial refund will be communicated to you prior to processing. You may accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Cancellation Policy

We understand that plans change. However, because our food is freshly prepared to order, our ability to accommodate cancellations depends on the stage of order preparation at the time of your request.

8.1 Cancellation Window

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparation, you are entitled to a full refund of the order total, including delivery fees (if applicable).
• During Preparation: If your order is already being prepared when you request a cancellation, we may not be able to cancel it. In this case, no refund will be issued.
• After Dispatch (Delivery Orders): Once your order has been dispatched for delivery, cancellations are not accepted and no refund will be issued.
• Pickup Orders: Pickup orders may be cancelled without charge up to 10 minutes after placement, provided preparation has not yet begun.

8.2 How to Cancel

To cancel your order, you must contact us immediately by email at [email protected] or via the contact page on giordanos.rest. Please include your order number and the reason for cancellation. Cancellations cannot be guaranteed and are subject to the order's preparation status at the time of your request.

9. Exchange Policy

Due to the nature of food products, direct exchanges (i.e., returning a food item and receiving a replacement) are handled on a case-by-case basis. Our exchange policy works as follows:

• Wrong Item Received: If you received an incorrect item, we will offer to send the correct item as soon as possible, subject to availability and operational hours. If a replacement is not feasible (e.g., your order was for a time-sensitive occasion), a full or partial refund will be issued instead.
• Quality Issue: If a food item did not meet quality standards, we may offer a replacement item of equal or lesser value at no additional cost, or issue a refund for the affected item.
• Store Credit Option: In some cases, rather than a cash refund, we may offer store credit of equal value that can be applied to a future order. Store credits do not expire and have no cash value.

Exchanges must be requested within the same timeframes as refunds (see Section 3). We do not accept physical returns of food items.

10. Dispute Resolution Process

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

10.1 Internal Escalation

Contact our customer service team at [email protected] and request that your case be escalated to a senior team member or manager. Please include your original case or reference number. We aim to resolve all escalated disputes within 5 business days.

10.2 Chargeback Rights

Under United States federal law, including protections established under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), you may have the right to dispute a charge directly with your bank or credit card issuer. We encourage you to first attempt to resolve any issue directly with us before initiating a chargeback, as chargebacks can be a lengthy process and may not always result in the outcome you seek.

10.3 Consumer Protection Agencies

If you believe Giordanos has engaged in unfair or deceptive business practices, you may file a complaint with the following agencies:

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

10.4 Informal Mediation

Before pursuing formal legal remedies, we strongly encourage both parties to attempt to resolve any dispute through good-faith negotiation. Most concerns can be resolved quickly and efficiently through direct communication with our customer service team.

11. Our Commitment to You

At Giordanos, we are proud of the quality of our food and the service we provide. When something goes wrong, we take it seriously. Our goal is not just to process a refund — it is to understand what happened, make it right, and ensure it does not happen again. We appreciate your patience and cooperation throughout any refund or dispute process, and we are committed to treating every customer with fairness, respect, and transparency.

We comply with all applicable United States consumer protection laws and FTC guidelines regarding fair dealing and honest business practices. This policy is designed to be clear, fair, and consistent for all of our customers.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions regarding this policy, please contact us using the information below: