Refund Policy

Last Updated: June 24, 2026

1. Introduction

At Giordanos, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes orders may not meet your expectations, and we want to ensure your satisfaction. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and disputes for orders placed through our website at cafegiordanos.click or directly with our establishment.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC). We strive to handle all refund requests fairly, promptly, and in compliance with applicable law.

2. Eligibility Conditions for Refunds

We will consider a refund request eligible under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong items, wrong size, wrong quantity).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise prepared in a manner inconsistent with food safety and quality standards.
• Allergen Concerns: Your order contained allergens that were clearly noted as excluded at the time of ordering and were confirmed absent on our menu description.
• Delivery Failure: Your order was never delivered, and delivery has been confirmed as failed by the delivery provider.
• Duplicate Charges: You were charged more than once for a single order due to a billing or technical error.
• Significant Delay: Your order was delayed beyond a reasonable timeframe and you no longer wish to receive it (subject to our cancellation terms below).

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting evidence, such as photographs of the food, order confirmation numbers, or written descriptions of the issue before approving a refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must notify us within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Orders where the customer changed their mind after the food was prepared and dispatched.
• Customized or special-request items where the customer's specified instructions were followed correctly.
• Promotional items, complimentary additions, or free gifts included with an order.
• Delivery fees, service charges, and tips (unless the order was never delivered due to our error).
• Gift cards, vouchers, or prepaid credit once they have been redeemed.
• Orders affected by inaccurate delivery address information provided by the customer.
• Seasonal or limited-time menu items that were accurately described at time of purchase.

5. How to Request a Refund

Follow the steps below to submit a refund request:

1. Step 1 – Gather Your Information: Locate your order confirmation email, order number, date and time of purchase, and payment method used.
2. Step 2 – Document the Issue: Take clear photographs of the food item(s) if the issue is quality-related, or note the specific items that are missing or incorrect.
3. Step 3 – Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: cafegiordanos.click
4. Step 4 – Provide Details: In your message, include your full name, order number, the nature of your complaint, and any supporting photos or documentation.
5. Step 5 – Await Review: Our team will review your request and respond within 2 business days. We may contact you for additional information if necessary.
6. Step 6 – Refund Decision: Once a decision is made, we will notify you via email. If approved, the refund will be processed according to the timeframes specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your payment method:

Please note that these timeframes are estimates. Actual processing times may vary depending on your financial institution. Giordanos is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These situations include:

• Only a portion of the items in your order were incorrect or missing, and the remaining items were satisfactory.
• The food quality issue affected only certain items in an otherwise acceptable order.
• A discount, promotional code, or voucher was applied to the original order, and the refund reflects only the amount actually paid.
• Items were partially consumed before the quality issue was identified.
• The customer shared partial responsibility for the issue (e.g., providing an incomplete or inaccurate delivery address).

The amount of any partial refund will be communicated to you clearly and calculated based on the value of the affected items only. Delivery fees and service charges will not be refunded in partial refund scenarios unless the entire order was undeliverable due to our error.

8. Exchange Policy

Due to the perishable nature of food products, Giordanos does not offer direct item exchanges in the traditional retail sense. However, we do provide the following resolution alternatives:

• Replacement Order: If an item was incorrect or missing, we may offer to send a replacement item at no additional charge, subject to operational availability.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items, redeemable on a future order.
• Order Correction: For in-store or pick-up orders where an error is identified immediately upon receipt, we will endeavor to correct the order on the spot where operationally feasible.

Replacement orders are subject to the same preparation and delivery timeframes as regular orders. We cannot guarantee that all menu items will be available for replacement at all times.

9. Cancellation Policy

We understand that plans can change. However, due to the nature of food preparation, our ability to accommodate cancellations is time-limited:

9.1 Cancellations Before Preparation Begins

If you contact us within 5 minutes of placing your order and food preparation has not yet begun, we will cancel your order and issue a full refund. Please contact us immediately at [email protected] or by phone if you need to cancel.

9.2 Cancellations After Preparation Has Begun

Once food preparation has started, we are unable to offer a cancellation or full refund. In exceptional circumstances, a partial refund or store credit may be considered at our discretion.

9.3 Cancellations Due to Delays

If your order is significantly delayed beyond the estimated time communicated at checkout, you may request a cancellation by contacting us before the order is dispatched. We will assess each situation individually and offer an appropriate resolution, which may include a full refund or store credit.

9.4 Event or Catering Orders

For large catering or event orders, cancellations must be made at least 48 hours before the scheduled delivery or pickup time to qualify for a full refund. Cancellations made within 48 hours of the event may be subject to a cancellation fee of up to 50% of the total order value to cover preparation and ingredient costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter using the following process:

10.1 Internal Escalation

If you disagree with the decision made by our customer support team, you may request a review by a senior member of our management team. Please send a written request to [email protected] with the subject line "Refund Dispute Escalation" and include your original order number and all prior correspondence. We will 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 bank or credit card issuer under the Fair Credit Billing Act (FCBA) if you believe a charge was unauthorized or erroneous. We encourage you to contact us first, as most issues can be resolved directly and more quickly through our internal process.

10.3 Consumer Protection Agencies

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
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 Informal Mediation

Prior to pursuing any formal legal action, both parties agree to make a good-faith effort to resolve any dispute through informal negotiation. Either party may initiate this process by sending a written notice describing the nature of the dispute to the contact information provided in this policy.

11. Fraud Prevention

Giordanos takes fraudulent refund claims seriously. We reserve the right to investigate any refund request that we believe may be submitted in bad faith or that appears inconsistent with the customer's order history. Repeated or suspicious refund claims may result in account suspension or permanent ban from placing future orders through our platform. We may report fraudulent activity to relevant law enforcement authorities where appropriate.

12. Changes to This Policy

Giordanos reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafegiordanos.click. The date at the top of this page will reflect when the policy was last revised. We encourage you to review this policy periodically to stay informed about our refund practices. Your continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, or questions related to this policy, please reach out to us using the contact details below: