Refund Policy

At Giordanos, we are committed to ensuring every customer has a satisfying experience with our food and services. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and disputes. Please read this policy carefully before placing an order through our website at giordanos-meal.top.

By placing an order with Giordanos, you agree to the terms of this Refund Policy. If you have any questions, our customer support team is available to assist you at [email protected].

1. Our Commitment to Customer Satisfaction

Giordanos takes great pride in the quality of our food and delivery services. We understand that issues can occasionally arise, including incorrect orders, quality concerns, or delivery problems. Our refund policy is designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

We encourage all customers to contact us promptly if there is any issue with their order so we can work toward a satisfactory resolution as quickly as possible.

2. Eligibility Conditions for Refunds

You may be eligible for a refund under the following circumstances:

• Incorrect Order: You received food items that differ from what you ordered (wrong items, missing items, or incorrect customizations).
• Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon delivery.
• Non-Delivery: Your order was confirmed and charged but never delivered to your specified address within a reasonable time frame.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, resulting in a materially diminished product quality.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Allergen Concerns: You clearly specified dietary restrictions or allergen requirements at the time of ordering, and these were not honored, resulting in a product that poses a health concern.

To be eligible for a refund, requests must meet the criteria above and be submitted within the applicable timeframe described in Section 3. Giordanos reserves the right to evaluate each refund request on a case-by-case basis.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been fully delivered and consumed without a reported issue.
• Refund requests submitted beyond the timeframes outlined in Section 3.
• Dissatisfaction based solely on personal taste preferences, where the food was prepared correctly as described on our menu.
• Delivery fees, service fees, or platform charges, unless the non-delivery was entirely our fault.
• Promotional, discounted, or complimentary items provided free of charge.
• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Requests made without reasonable documentation or substantiation of the claimed issue (e.g., no photo evidence where reasonably possible).

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

To submit a refund request, please follow these steps:

1. Step 1 — Gather Your Order Details: Locate your order confirmation number, the date and time of your order, and the items you ordered. These details will be available in your confirmation email.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food received, any missing items, incorrect items, or quality concerns. Documentation strengthens your refund request.
3. Step 3 — Contact Our Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: giordanos-meal.top
4. Step 4 — Provide Required Information: In your refund request, include:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Delivery address used for the order
   • A clear description of the issue
   • Photographs or other documentation (if applicable)
5. Step 5 — Await Our Response: Our team will acknowledge your request within 1–2 business days and will notify you of the outcome within 5–7 business days of receiving all required information.
6. Step 6 — Refund Issuance: If your refund is approved, the refund will be processed according to the payment method used, as outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the timeframe for the refund to appear in your account depends on your original payment method:

7. Partial Refunds

In certain situations, Giordanos may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as ordered.
• An item was delivered with a minor defect that does not affect the overall meal experience significantly.
• The customer consumed a substantial portion of the order before reporting a quality concern.
• Delivery was completed but significantly delayed, impacting the quality of certain items only.
• A promotional discount was applied to the order, and the refund amount reflects the actual amount paid for the affected items.

The amount of a partial refund will be determined by our customer service team based on the documented issue and the value of the affected items within your order. We aim to ensure that partial refunds are fair and proportionate.

8. Exchange Policy

Due to the perishable nature of food products, Giordanos does not offer direct exchanges in the traditional sense. However, in situations where an incorrect item was delivered, we may offer the following resolutions at our discretion:

• Replacement Delivery: Where logistically feasible, we may offer to resend the correct item(s) at no additional charge. Replacement deliveries are subject to availability and delivery capacity at the time of the request.
• Store Credit: We may issue store credit equivalent to the value of the incorrectly delivered item(s), redeemable on a future order at giordanos-meal.top.
• Full or Partial Refund: As an alternative to replacement, we may process a refund for the affected item(s) as described above.

Exchange or replacement requests must be submitted within the same timeframes applicable to refund requests as outlined in Section 3. Replacement orders are not guaranteed and are subject to our operational capacity and the nature of the original issue.

9. Cancellation Policy

Order cancellations are subject to the following conditions, given the time-sensitive nature of food preparation and delivery:

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing the order, before our kitchen begins preparation. To cancel, contact us immediately at [email protected] with your order number and cancellation request. If the cancellation is confirmed before preparation begins, you will receive a full refund.

9.2 Cancellations After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations are generally not accepted. In exceptional circumstances, our team may evaluate your request and issue a partial refund or store credit at our discretion. Delivery fees are non-refundable once preparation has commenced.

9.3 Cancellations Due to Restaurant or Operational Closure

If Giordanos is unable to fulfill your order due to unforeseen operational circumstances (e.g., equipment failure, temporary closure, or supply shortages), you will be notified as soon as possible and will receive a full refund of the amount paid, processed within the standard timeframes outlined in Section 6.

9.4 Scheduled or Pre-Orders

For scheduled or pre-placed orders, cancellations must be made at least 2 hours prior to the scheduled delivery time to be eligible for a full refund. Cancellations made within 2 hours of the scheduled delivery may only be eligible for store credit.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides a structured dispute resolution process to ensure your concerns are addressed fairly.

10.1 Internal Escalation

If your initial refund request is denied or partially fulfilled and you believe this outcome is incorrect, you may escalate your concern by:

• Replying to the original response email from our customer service team with the subject line "Refund Dispute — [Your Order Number]".
• Providing any additional documentation or evidence that supports your claim.

Our management team will review escalated disputes within 7 business days and provide a final written decision.

10.2 External Dispute Resolution

If you remain dissatisfied after our internal escalation process, you have the right to pursue external remedies, including:

• Filing a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-382-4357.
• Contacting your state's Attorney General office for consumer protection assistance.
• Filing a chargeback claim with your bank or credit card provider, subject to your card issuer's policies and applicable timelines.
• Pursuing small claims court action if the dispute involves a monetary amount within your state's small claims threshold.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state law. We are committed to resolving all customer disputes in good faith and in compliance with the FTC Act and applicable state consumer protection regulations.

11. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback with their bank or card issuer. In many cases, we can resolve the issue more quickly and efficiently through direct communication.

If a chargeback is filed without first contacting Giordanos, we reserve the right to provide your bank or card issuer with evidence of order fulfillment and compliance with this Refund Policy. Fraudulent chargebacks may result in the suspension of your account and future ordering privileges.

12. Changes to This Refund Policy

Giordanos reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at giordanos-meal.top. The "Last Updated" date at the top of this page will reflect any revisions. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the details below. Our customer service team is available Monday through Saturday, 9:00 AM to 8:00 PM (local time).