Refund Policy

At Giordanos, we are committed to delivering exceptional food quality and a satisfying customer experience with every order. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines the terms and conditions under which we accept refund requests, process reimbursements, and handle cancellations and disputes. Please read this policy carefully before placing an order through our website at meal-giordanos.rest or contacting us at [email protected].

By placing an order with Giordanos, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce, as well as any applicable state-level consumer protection statutes.

1. General Refund Philosophy

Giordanos takes great pride in the quality of its food products and services. Our goal is to ensure that every customer receives exactly what they ordered — fresh, accurately prepared, and delivered in a timely manner. In cases where we fall short of that standard due to errors on our part, we are fully committed to making things right through refunds, replacements, or account credits.

We handle all refund requests on a case-by-case basis and reserve the right to request supporting information (such as photos of the order or a description of the issue) to verify a claim before processing any reimbursement. Our team strives to resolve all valid requests promptly and fairly.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (wrong dish, wrong size, wrong toppings, or missing items).
• Poor Food Quality: The food delivered was undercooked, overcooked, spoiled, or otherwise failed to meet reasonable quality standards.
• Damaged or Tampered Packaging: The order arrived with visibly damaged or tampered packaging that affected the food's safety or quality.
• Non-Delivery: Your order was never delivered, and no confirmation of delivery was received within a reasonable timeframe.
• Significant Delay: Your order was delivered substantially later than the estimated delivery time, and the food was rendered unsatisfactory as a result.
• Allergenic Ingredient Error: Your order contained an ingredient that you specifically requested to be excluded due to a known food allergy or intolerance, provided this request was clearly noted at the time of ordering.
• Duplicate Charges: You were charged more than once for a single order due to a payment processing error.

3. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Food items that have been partially or fully consumed, unless a verifiable quality issue is reported before or during consumption.
• Orders where a change-of-mind request is submitted after the food has been prepared or dispatched.
• Promotional or complimentary items provided free of charge as part of a special offer or loyalty program.
• Delivery fees, service fees, or platform processing charges once an order has been dispatched.
• Customized or special-request items that were prepared exactly as specified by the customer.
• Gift cards, promotional vouchers, or loyalty points once redeemed.

4. Refund Request Timeframes

To be considered for a refund, customers must submit their request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. Giordanos encourages customers to inspect their orders promptly upon receipt and report any issues as soon as possible.

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

Follow these steps to submit a refund request with Giordanos:

1. Step 1 — Gather Your Order Information
   Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the specific items in question.
2. Step 2 — Document the Issue
   Where applicable, take clear photographs of the food, packaging, or any visible defect or discrepancy. This documentation will support your claim and help us process your request faster.
3. Step 3 — Contact Our Support Team
   Reach out to us via email at [email protected] or visit our website at meal-giordanos.rest to access our customer support portal. Include the following details in your message:
   • Full name and contact information
   • Order number and order date
   • Description of the issue
   • Supporting photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review
   Our customer support team will review your request within 1 to 3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 — Receive Your Resolution
   Once your request is approved, we will notify you of the resolution method — whether that is a refund to your original payment method, an account credit, or a replacement order. Refunds will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual posting of funds to your account is subject to your bank or payment provider's own processing timelines, which are beyond our control. If you have not received your refund after the stated period, we encourage you to first check with your bank or payment provider before contacting us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was received as expected.
• The food quality issue affected only specific items in a multi-item order.
• A delivery was significantly delayed but eventually received, and the food was partially affected.
• The customer contributed to part of the issue (e.g., providing an incomplete address that caused a partial delivery problem).

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order value, including applicable taxes and fees for those items.

8. Exchange and Replacement Policy

Where a refund is not the preferred resolution, Giordanos may offer to replace an incorrect or unsatisfactory order under the following conditions:

• The replacement request is submitted within 24 hours of the original delivery.
• The issue is confirmed by our customer support team as eligible for replacement.
• Replacement availability is subject to kitchen operating hours and location-specific constraints.

If a replacement order is offered and accepted by the customer, no monetary refund will be issued for the original order. Customers who accept a replacement waive their right to a subsequent cash refund for the same order.

We do not offer direct item-for-item exchanges for food safety and hygiene reasons. All replacements will be freshly prepared.

9. Cancellation Policy

If you wish to cancel an order you have placed with Giordanos, please be aware of the following cancellation rules:

9.1 Cancellation Before Preparation Begins

If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the amount paid. To cancel an order before preparation, contact us immediately at [email protected] or call us with your order number.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellation may not be possible, or a cancellation fee may apply. In such cases:

• A partial refund may be issued at the discretion of our management team.
• The preparation cost portion of the order value (typically 50–75% of the food items) may be non-refundable.
• Delivery fees will not be refunded once preparation has begun.

9.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery after dispatch, the order will be considered fulfilled, and no refund will be issued unless there is a verified quality or accuracy issue as described in Section 2.

9.4 Restaurant-Initiated Cancellations

In rare circumstances, Giordanos may need to cancel your order due to ingredient unavailability, technical issues, or circumstances beyond our control. In such cases, you will be notified as soon as possible, and a full refund will be issued promptly to your original payment method.

10. Dispute Resolution Process

If you believe your refund request was handled unfairly or you are dissatisfied with our resolution, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original ticket number, a summary of the dispute, and the outcome you are seeking. We will respond to escalated disputes within 5 business days.

10.2 Chargeback Rights

Under U.S. consumer protection regulations and the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute charges with their card issuer in certain circumstances. If you believe you have been charged in error and we have been unable to resolve the matter, you may contact your bank or credit card company to initiate a chargeback. We encourage customers to exhaust our internal resolution process before initiating a chargeback, as we are committed to resolving legitimate disputes directly.

10.3 Consumer Protection Agencies

Customers in the United States may also file complaints with the Federal Trade Commission (FTC) at ftc.gov or their respective state attorney general's office if they believe their consumer rights have been violated. California residents may additionally refer to their rights under the California Consumer Privacy Act (CCPA/CPRA) for data-related concerns.

10.4 Alternative Dispute Resolution

For unresolved disputes that cannot be settled through internal escalation, the parties agree to attempt good-faith mediation before pursuing litigation. Any legal proceedings arising from this Refund Policy shall be governed by the laws of the United States and the applicable laws of the state in which Giordanos operates.

11. Fraudulent Claims

Giordanos reserves the right to refuse refund requests that appear to be fraudulent, exaggerated, or made in bad faith. We track refund request history across customer accounts. Customers found to be abusing our refund policy — including but not limited to repeatedly claiming non-delivery when orders were confirmed delivered, submitting false quality complaints, or using refunds as a mechanism to obtain free food — may have their accounts suspended, their refund privileges revoked, and may be reported to relevant authorities in accordance with applicable law.

12. Policy Modifications

Giordanos reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Any changes will be posted on our website at meal-giordanos.rest with an updated effective date. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or require assistance with an order-related concern, please reach out to our customer support team using the contact details below:

Our customer support team is available during regular business hours. We aim to respond to all refund-related inquiries within 1 to 3 business days. For the fastest resolution, please include your order number and a description of the issue when contacting us.

This Refund Policy was last updated on June 4, 2026, and is effective as of the same date. All prior versions of this policy are superseded by this document.