Refund Policy

At Dions, your satisfaction is our utmost priority. We stand behind the quality of our food and services, and we're committed to ensuring every customer has an exceptional dining experience. This refund policy outlines our commitment to addressing any concerns you may have with your order or service.

We believe in transparency and fairness in all our customer interactions. This policy applies to all orders placed through our restaurant, online platform, delivery services, and catering bookings.

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order completion for food items, or within 7 days for merchandise and gift cards
• Proof of Purchase: Valid receipt, order confirmation, or payment record required
• Food Quality Issues: Items that are incorrect, cold, overcooked, undercooked, or not prepared as ordered
• Service Issues: Significant delays beyond quoted delivery time, missing items, or unsatisfactory service
• Allergic Reactions: If an order contains undisclosed allergens that cause health issues
• Order Cancellation: Orders cancelled before preparation begins are eligible for full refunds

The following items and services are not eligible for refunds:

• Consumed Food: Items that have been completely consumed (unless proven quality issues)
• Custom Orders: Specially prepared items made to customer specifications
• Promotional Items: Free items received through promotions or discounts
• Gift Card Purchases: Gift cards are non-refundable but can be exchanged for equal value
• Late Cancellations: Orders cancelled after food preparation has begun
• Change of Mind: Orders you no longer want without quality or service issues
• Third-Party Delivery Fees: Delivery charges paid to external delivery services
• Catering Deposits: Non-refundable deposits for events cancelled less than 48 hours in advance

Please note that certain seasonal or limited-time menu items may have specific refund restrictions that will be communicated at the time of purchase.

Follow these simple steps to request a refund:

• Step 1: Contact our customer service team immediately via phone at +76 345 158 3725 or email at [email protected]
• Step 2: Provide your order number, receipt, or payment confirmation details
• Step 3: Describe the specific issue with your order or service experience
• Step 4: If requested, provide photos of the food quality issue or relevant documentation
• Step 5: Our team will review your request within 2-4 business hours
• Step 6: Receive confirmation of your refund approval and processing timeline
• Step 7: Monitor your original payment method for the refund credit

Refunds are processed using the following methods and timelines:

• Credit Card Refunds: 3-5 business days to appear on your statement
• Debit Card Refunds: 3-7 business days depending on your bank
• Cash Refunds: Available immediately at restaurant location with receipt
• Store Credit: Issued instantly and can be used immediately
• Gift Card Refunds: Replaced with new gift card of equal value
• Online Payment Refunds: 2-5 business days via original payment method

Processing Time: Most refund requests are approved within 2-4 business hours. Complex cases involving quality investigations may take up to 48 hours for resolution.

Sometimes an exchange works better than a refund. Here's our exchange policy:

• Food Exchanges: Incorrect or unsatisfactory items can be remade at no charge
• Menu Substitutions: Exchange for items of equal or lesser value without additional charge
• Upgrade Exchanges: Pay only the price difference when exchanging for premium items
• Gift Card Exchanges: Can be exchanged for different denominations of equal total value
• Merchandise Exchanges: Unused items can be exchanged within 7 days with receipt

Exchange Benefits: Exchanges are often faster than refunds and ensure you get the great Dions experience you expected. Many customers prefer exchanges because they can try something new while resolving their concern immediately.

We take special care with damaged or defective items:

• Immediate Resolution: Report damaged items immediately upon receipt
• Photo Documentation: Pictures help us improve our processes and speed up your refund
• Full Replacement: Damaged food items are replaced at no charge
• Delivery Damage: Items damaged during delivery are fully refunded or replaced
• Temperature Issues: Cold food that should be hot is remade immediately
• Packaging Problems: Spilled or compromised packaging qualifies for full replacement

Our Commitment: Damaged or defective items receive priority processing. We typically resolve these issues within 1-2 hours and often provide additional compensation for the inconvenience.

Our dedicated customer service team is ready to help resolve any issues with your order:

Response Times:

• Phone Support: Immediate assistance during business hours
• Email Support: Response within 2-4 hours on business days
• Emergency Issues: Food safety concerns addressed immediately
• Complex Cases: Resolution within 24-48 hours maximum