Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Introduction

Giordanos ("we," "us," or "our") is committed to providing high-quality food products and exceptional customer service. We understand that situations may arise where a refund or exchange is necessary, and we have established this policy to ensure a fair and transparent process for all customers.

This Refund Policy applies to all purchases made through our website cafegiordanos.top, via phone, or in-person at our location. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

If you have any questions about this policy, please do not hesitate to contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Giordanos experience. Refunds may be issued under the following conditions:

2.1 Qualifying Circumstances

• Incorrect Order: You received an item that does not match what you ordered (wrong food item, wrong size, wrong toppings, or missing items).
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reactions or Mislabeling: You experienced an allergic reaction due to incorrect ingredient labeling or failure to accommodate a clearly communicated allergy request.
• Missing Items: Part of your order was not included in the delivery or pickup.
• Significant Delivery Delays: Your delivery was significantly delayed beyond the estimated delivery time, rendering the food unsatisfactory or inedible.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

2.2 General Eligibility Requirements

To be eligible for a refund, you must:

• Provide proof of purchase (order confirmation number, receipt, or transaction ID).
• Submit your refund request within the applicable timeframe outlined in Section 3.
• Provide a clear description of the issue, along with photographic evidence where applicable.
• Have not consumed a significant portion of the food item (except in cases involving food quality or safety concerns).

3. Timeframes for Refund Requests

Time is of the essence when it comes to food refund requests. Please review the applicable timeframes below:

Refund requests submitted after these timeframes may not be honored at our discretion. We encourage customers to inspect their orders immediately upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

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

If you believe you are entitled to a refund, please follow these steps to initiate your request:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your full name and contact information.
• Your order number or confirmation email.
• Date and time of the order.
• A clear description of the issue.
• Photographs of the food item(s) if the issue involves quality, incorrect preparation, or missing items.

Step 2: Contact Us

Reach out to our customer service team using one of the following methods:

• Email: [email protected] — Include "Refund Request" in the subject line.
• Website: Submit a contact form at cafegiordanos.top.
• In Person: Visit our location and speak with a manager directly.

Step 3: Await Confirmation

Once we receive your refund request, we will send you an acknowledgment within 1 business day confirming receipt of your request and providing a case reference number.

Step 4: Review and Decision

Our customer service team will review your request, including any photographs or evidence submitted. We may contact you for additional information if needed. A decision will be communicated within 3–5 business days of receiving your complete request.

Step 5: Refund Issuance

If your refund is approved, it will be processed using the method described in Section 6 below. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method:

Please note that while we initiate refunds promptly upon approval, we are not responsible for delays caused by financial institutions or payment processors. If you have not received your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following conditions:

• Only some items in the order were affected — a refund for those specific items will be issued.
• A portion of the food was consumed before a quality issue was identified — a partial refund reflecting the unconsumed portion may be granted.
• Minor preparation errors that did not significantly impact the overall order — such as a small topping omission on a larger order.
• Partial delivery delays — where some items arrived on time and others did not.
• Late deliveries where the food was still edible but the customer experienced significant inconvenience.

The amount of any partial refund will be determined at the sole discretion of Giordanos management based on the specific circumstances of each case. We will always communicate our reasoning clearly to the customer.

8. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed with Giordanos:

8.1 Standard Orders (Online, Phone, or Walk-In)

• Before preparation begins: Full refund issued if you cancel before the kitchen begins preparing your order. Please call or message us immediately if you need to cancel.
• After preparation has begun: No refund will be issued for standard orders once preparation has started, as ingredients have already been used.
• After dispatch for delivery: No cancellation or refund is available once a delivery order has been dispatched from our location.

8.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of deposit and any prepaid amounts.
• 48–72 hours before the event: 50% refund of the total order value.
• 24–48 hours before the event: 25% refund of the total order value.
• Less than 24 hours before the event: No refund issued. The full order amount is non-refundable due to ingredient procurement and preparation costs.

8.3 Pre-Orders and Scheduled Deliveries

Pre-orders and scheduled deliveries may be cancelled up to 4 hours before the scheduled delivery or pickup time for a full refund. Cancellations made within 4 hours of the scheduled time will not be eligible for a refund unless due to an error on our part.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item for a different one) are handled on a case-by-case basis. Our exchange policy is as follows:

• Incorrect item received: We will prepare and deliver the correct item at no additional charge, or issue a full refund for the incorrect item — your choice.
• Quality issues identified at pickup: If you are picking up your order and identify an issue before leaving our premises, we will remake your order immediately at no charge.
• Allergic ingredient error: If we prepared your order with an incorrect ingredient despite a clearly communicated allergy or dietary restriction, we will remake your order immediately and issue an apology credit.

We do not accept returns of food items for sanitary and safety reasons. Exchanges are subject to availability of ingredients and items.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides a structured dispute resolution process:

10.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the resolution offered, you may request an escalation to a senior manager by contacting us at [email protected] with the subject line "Refund Dispute Escalation." Please include your original case reference number. A senior team member will review your case and respond within 5 business days.

10.2 Chargeback Rights

You have the right to dispute a charge with your credit card company or financial institution. Under U.S. consumer protection law and FTC regulations, consumers are protected against unauthorized or erroneous charges. We encourage you to attempt resolution with us first, but we respect your right to initiate a chargeback if necessary.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Division.

10.4 Informal Mediation

For disputes involving amounts greater than $250, both parties agree to first attempt resolution through informal mediation before pursuing any formal legal action. Mediation requests should be submitted in writing to our contact email.

11. Consumer Rights Under U.S. Law

This Refund Policy does not limit any rights you may have under applicable federal or state consumer protection laws. Under the FTC Act and applicable state laws, consumers have the right to expect that food products are safe, accurately described, and fit for consumption. Nothing in this policy waives your statutory rights as a consumer.

If you reside in California, you may have additional rights under the California Consumer Protection Act and related state regulations governing food safety and consumer transactions.

12. Amendments to This Policy

Giordanos reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at cafegiordanos.top with the updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please contact our customer service team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last updated on July 2, 2026. For previous versions of this policy, please contact us at [email protected].