Refund Policy

Effective Date: June 25, 2026 | Last Updated: June 25, 2026

1. Introduction

Welcome to Giordanos, accessible at giordanospizza.rest. We are committed to delivering high-quality food products and an exceptional customer experience. However, we understand that issues may occasionally arise with your order. This Refund Policy has been established to clearly define your rights and our obligations when such situations occur.

This policy applies to all orders placed through our website giordanospizza.rest, by phone, or through any authorized third-party delivery platform in connection with Giordanos. By placing an order with us, you agree to the terms outlined in this policy.

If you have any questions or concerns, please contact us directly at [email protected] before initiating any refund request.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong items, wrong size, or missing components).
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon arrival.
• Missing Items: One or more items included in your order were not delivered.
• Order Not Delivered: Your order was never received despite a confirmed delivery status.
• Allergic Reactions or Dietary Violations: Your order contained an ingredient that was explicitly excluded due to a documented allergy or dietary restriction communicated at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Technical Errors: A confirmed technical malfunction on our platform resulted in an incorrect or unintended order being placed.

Refund eligibility is determined at the sole discretion of Giordanos management after a thorough review of each claim. We reserve the right to request photographic evidence or additional documentation to support your claim.

3. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

4. Timeframes for Refund Requests

Timeliness is critical when it comes to food-related refund requests. Due to the perishable nature of our products, we enforce strict timelines for all refund claims:

• Delivery Orders: Refund requests must be made within 24 hours of the confirmed delivery timestamp.
• Pickup Orders: Refund requests must be made within 24 hours of the confirmed pickup time.
• Duplicate Charges: Billing disputes must be raised within 7 calendar days of the transaction date.
• Technical Errors: Must be reported immediately or within 2 hours of the order placement to be eligible for cancellation and refund.

We strongly recommend inspecting your order upon receipt. If you notice any issues, please contact us immediately at [email protected] or call us directly.

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

Follow these steps to submit a refund request to Giordanos:

1. Step 1 — Document the Issue: Take clear photographs of the food, packaging, and any visible defects or discrepancies. Save your order confirmation email and receipt for reference.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form on our website at giordanospizza.rest.
3. Step 3 — Provide Order Details: Include your full name, order number, date and time of the order, contact information, and a detailed description of the issue you experienced.
4. Step 4 — Attach Evidence: Upload or attach any photographs, screenshots, or supporting documentation to your refund request email.
5. Step 5 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up for additional information.
6. Step 6 — Review and Decision: Once all information has been reviewed, we will notify you of our decision via email within 3–5 business days.
7. Step 7 — Refund Issuance: If your refund is approved, we will process it according to your original payment method and the applicable processing times outlined below.

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 the payment method used during the original transaction:

Please note that processing times may vary depending on your financial institution. Giordanos is not responsible for delays caused by your bank or payment processor once the refund has been initiated on our end.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remaining items were delivered correctly.
• The food issue affected only one or a few items in a larger multi-item order.
• The customer consumed a significant portion of the order before identifying an issue.
• Delivery was completed late, but the food was still in an acceptable condition (a goodwill partial refund or discount may be applied at our discretion).
• A promotional code or coupon was applied to the original order, altering the total refundable amount.

The amount of a partial refund will be calculated based on the value of the affected items plus applicable taxes, as reflected in your original order receipt. We will communicate the specific refund amount to you in writing before processing.

8. Exchange Policy

Given the perishable nature of food products, traditional item-for-item exchanges are not always possible. However, Giordanos offers the following alternatives in applicable situations:

• Replacement Order: If you received the wrong item or a significantly defective product, we may offer to send a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected items, redeemable on your next order at giordanospizza.rest.
• Discount on Next Order: At our discretion, we may offer a discount code for a future order as goodwill compensation for a lesser inconvenience that does not meet full refund eligibility criteria.

All exchange or replacement decisions are made at the discretion of Giordanos management and are subject to order availability, operating hours, and applicable conditions.

9. Cancellation Policy

Because our food is freshly prepared upon order confirmation, cancellations are time-sensitive. Please review our cancellation terms below:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of order placement: Full refund issued, no questions asked.
• Cancellation between 5–15 minutes of order placement: Subject to preparation status. Refund may be partial or denied if preparation has commenced.
• Cancellation after 15 minutes: Refunds are generally not available as food preparation is typically complete or in an advanced stage.

9.2 Catering and Large Group Orders

• Cancellation more than 48 hours before scheduled delivery/pickup: Full refund issued.
• Cancellation 24–48 hours before the event: 50% refund issued.
• Cancellation less than 24 hours before the event: No refund issued due to ingredient procurement and preparation costs.

To cancel an order, contact us immediately at [email protected] and include your order number, name, and reason for cancellation.

10. Dispute Resolution Process

Giordanos is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with our initial response to your refund or complaint, you may escalate the matter through the following process:

10.1 Internal Escalation

If your refund request has been denied or if you disagree with the decision made by our customer support team, you may request an internal review by contacting us at [email protected] with the subject line "Refund Dispute — Internal Review Request." Please include your original claim details and the reasons why you believe the decision should be reconsidered. A senior member of our management team will review your case and respond within 5–7 business days.

10.2 Chargeback and Payment Processor Disputes

If you believe you have been charged in error and have been unable to resolve the matter through our internal process, you have the right to file a chargeback or dispute with your credit card company, bank, or payment processor under the protections afforded by applicable United States consumer protection laws, including the Fair Credit Billing Act (FCBA) for credit card users.

10.3 Consumer Protection Agencies

As a business operating in the United States, Giordanos complies with applicable federal and state consumer protection regulations enforced by the Federal Trade Commission (FTC). Customers may file a complaint with the FTC at ftc.gov/complaint if they believe our practices are unfair or deceptive. Additionally, you may contact your state's Attorney General office or local consumer protection agency for further assistance.

10.4 Informal Mediation

Before pursuing formal legal action, we encourage all parties to attempt resolution through good-faith negotiation or informal mediation. This process is faster, less expensive, and typically results in a mutually satisfactory outcome.

11. Chargebacks and Fraudulent Claims

Giordanos takes fraudulent refund requests and illegitimate chargebacks very seriously. Filing a chargeback without first attempting to resolve the issue directly with us may result in:

• Temporary or permanent suspension of your account and ordering privileges.
• Referral to our fraud prevention team for further review.
• Legal action in cases of confirmed fraudulent activity.

We encourage all customers to contact us directly before initiating a chargeback with their bank or credit card provider.

12. Contact Information for Refund Requests

For all refund inquiries, cancellations, order issues, or general questions related to this policy, please contact our customer support team using the information below:

13. Policy Updates

Giordanos reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at giordanospizza.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.

Your continued use of our services or placement of an order after any modifications to this policy constitutes your acceptance of the updated terms.

Last Updated: June 25, 2026 — Giordanos | giordanospizza.rest | [email protected]