Refund Policy

Effective Date: May 20, 2026  |  Last Updated: May 20, 2026

This Refund Policy applies to all purchases, orders, and transactions made through our website at giordanos-meal.rest or directly with Giordanos. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

We want every customer to have a satisfying experience. Refunds may be issued under the following circumstances:

• Your order was incorrect — meaning the items delivered or prepared do not match what you ordered.
• Your food arrived in an unsatisfactory condition (e.g., cold food that was supposed to be served hot, visibly spoiled items, or items with foreign objects).
• You did not receive your order at all, whether due to a delivery failure or an error on our end.
• You were charged an incorrect amount or charged more than once for the same order (duplicate billing).
• The order was significantly delayed beyond the estimated preparation or delivery time and you no longer wish to receive it.
• An item in your order was unavailable, and you were not informed prior to payment being processed.

To be eligible for a refund, you must:

• Submit your refund request within the applicable timeframe described in Section 2 below.
• Provide proof of purchase, such as your order confirmation number, receipt, or transaction ID.
• Describe the issue clearly and, where applicable, provide photographic evidence of the problem.

2. Timeframes for Refund Requests

Timely communication is essential for us to investigate and resolve your issue properly. The following timeframes apply:

Refund requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, as we review all situations on an individual basis and aim to find a fair resolution.

3. Non-Refundable Items and Services

While we strive to accommodate all customer concerns, the following items and circumstances are generally not eligible for refunds:

• Consumed or partially consumed food items: If a significant portion of the food has been eaten, we may not be able to issue a full refund unless there is a verified quality or safety issue.
• Customized or special-request orders: Orders that were prepared according to specific customer instructions (e.g., special dietary modifications) are non-refundable if prepared correctly as requested.
• Change of mind after preparation has begun: Once food preparation has started, we are unable to offer refunds for a simple change of preference or appetite.
• Delivery fees: Delivery and service charges are non-refundable unless the delivery was never attempted or was entirely our fault.
• Promotional and discounted items: Items purchased using promotional codes, vouchers, or as part of a limited-time deal may have restricted refund eligibility.
• Digital gift cards or credits: Once a digital gift card has been redeemed, it cannot be refunded or exchanged for cash.

4. How to Request a Refund — Step-by-Step Guide

If you believe you are eligible for a refund, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Gather your information: Before reaching out, collect the following:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos or screenshots (if applicable)
2. Contact our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: giordanos-meal.rest
3. Submit your request: Clearly state that you are requesting a refund and include all relevant details. Use the subject line: "Refund Request – Order #[Your Order Number]".
4. Wait for confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask for additional information.
5. Review of your request: Our team will investigate the issue, which may take up to 3–5 business days depending on the complexity of the case.
6. Refund decision notification: You will be notified via email of the outcome. If approved, your refund will be processed according to the timelines in Section 5 below.

5. 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 original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment processor may have its own timelines that are beyond our control. If you have not received your refund after the stated period, we recommend contacting your bank or payment provider first, then reaching out to us.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only a portion of your order was incorrect or unsatisfactory, while the rest was delivered as expected.
• You received a late delivery but ultimately received your complete order.
• A substitute item was provided in place of an unavailable menu item, and you accepted the substitute but were dissatisfied with it.
• The food quality did not fully meet expectations but there is no objective or verifiable defect (e.g., subjective taste preferences).
• You partially consumed the food before reporting the issue, making it difficult to fully assess the original condition.

The amount of a partial refund will be determined by our customer support team based on the specifics of your situation and the value of the affected items.

7. Exchange Policy

Due to the perishable nature of food products, we do not offer direct exchanges in the traditional sense. However, we are committed to making things right. If your order was incorrect or contained a quality issue, we may offer the following alternatives at our discretion:

• Order replacement: We may prepare and deliver a replacement order at no additional charge, depending on your location, timing, and the nature of the issue.
• Store credit: We may issue store credit equivalent to the value of the affected items, which can be applied to your next order.
• Partial or full refund: As described in Sections 5 and 6, a monetary refund may be issued for eligible situations.

Please contact us within 24 hours of receiving your order to explore exchange options. Replacement orders are subject to availability and operating hours.

8. Cancellation Policy

We understand that plans can change. Below are the terms governing order cancellations:

8.1 Online and Pre-Placed Orders

• You may cancel an order free of charge if you do so at least 30 minutes before the scheduled preparation time begins.
• If you cancel within 30 minutes of the scheduled preparation time, a cancellation fee of up to 50% of the order value may apply, as preparation may have already started.
• If the order has already been fully prepared, cancellations will not be accepted and the full amount will be charged.

8.2 Delivery Orders

• Delivery orders may be cancelled before the food has been dispatched for delivery.
• Once a delivery driver has picked up your order, cancellation is no longer possible and no refund will be issued.

8.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through the contact page on our website at giordanos-meal.rest. Please include your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We encourage a cooperative resolution approach:

9.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request an escalation review by:

• Replying to your original support email and requesting a supervisor review.
• Clearly stating the reasons why you feel the initial decision was incorrect.
• Our management team will review escalated cases within 5–7 business days.

9.2 Credit Card Chargebacks

You have the right to dispute a charge with your credit card company or bank if you believe a transaction was unauthorized or erroneous. However, we encourage you to contact us first, as chargebacks can delay resolution. We cooperate fully with all chargeback investigations and will provide documentation to your financial institution as required.

9.3 Consumer Protection Agencies

As a business operating in the United States, Giordanos complies with all applicable federal and state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with:

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

9.4 Informal Dispute Resolution

We are committed to resolving disputes amicably and in good faith. Before pursuing any formal legal action, we request that customers allow us at least 30 days to resolve the issue through direct communication. This helps both parties avoid unnecessary costs and delays.

10. Contact Information for Refund Requests

Our customer support team is available to assist you with all refund-related inquiries. Please use the following contact details:

11. Policy Updates

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 giordanos-meal.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our services following any updates to this policy constitutes your acceptance of the revised terms.