Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

This Refund Policy applies to all purchases and orders made through giordanospizzas.rest and governs the conditions under which Giordanos will issue refunds, process cancellations, or offer exchanges. By placing an order with us, you agree to the terms outlined in this policy.

We are committed to delivering high-quality food products and a satisfying customer experience. In the event that your order does not meet your expectations due to an error on our part, we encourage you to contact us promptly so we can make it right.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and applicable California consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• You received an incorrect item that differs from what you ordered.
• Your order was missing one or more items listed on your receipt or order confirmation.
• The food you received was of unacceptable quality, including but not limited to: undercooked or overcooked items, foreign objects found in food, spoiled ingredients, or significant deviation from described preparation.
• Your order was not delivered within a reasonable timeframe and was never received.
• A technical error on our website resulted in a duplicate charge or incorrect billing.
• Your order was canceled by Giordanos due to unavailability of ingredients or operational limitations.

Refund eligibility is determined on a case-by-case basis. Giordanos reserves the right to request photographic evidence or additional details to verify the nature of the issue before approving a refund.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may be reviewed at Giordanos' discretion, but we cannot guarantee a refund for late submissions. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following are generally not eligible for a refund:

• Orders that have been fully consumed or significantly eaten before a complaint is filed.
• Customized or special-request items where the customization was fulfilled as requested.
• Delivery fees, service charges, or platform fees, unless the order was never delivered due to our error.
• Promotional or discounted items purchased during special sales events, unless the item itself was defective or incorrect.
• Gift cards or promotional credits.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Refund requests submitted beyond the stated timeframes without prior approval from Giordanos.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of the order, and your contact information ready.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food item(s) in question, any missing items, or any visible defects. This documentation will support your claim and help us resolve the issue faster.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: giordanospizzas.rest
   Include your order number, a description of the issue, and any supporting photographs.
4. Step 4 — Review and Response: Our customer service team will review your request and respond within 1–3 business days. We may ask for additional information or clarification during this process.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution. Approved refunds will be processed according to the timeframes outlined in Section 6 of this policy.

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 time the funds appear in your account is subject to your financial institution's policies and may take additional time beyond our stated processing period. Giordanos is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only a portion of your order was missing, incorrect, or unsatisfactory, while the remainder of the order was delivered correctly and in acceptable condition.
• The food quality issue affected only part of the order.
• A promotional discount or coupon was applied to the original order, and the refund will reflect the actual amount paid rather than the full listed price.
• Delivery fees may not be included in a partial refund if the delivery itself was successfully completed.

The amount of a partial refund will be determined by our customer service team based on the value of the affected items and the nature of the complaint. We will communicate the partial refund amount to you before processing, and you will have the opportunity to discuss the proposed resolution with us.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, direct exchanges (replacing one delivered food item with another) are not always feasible. However, Giordanos is committed to making things right. Our approach to exchanges includes:

• Replacement Orders: If your order was incorrect or contained a defective item, we may offer to prepare and deliver a replacement item or order at no additional charge, subject to operational availability and location.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit of equivalent value, which can be applied to a future order.
• Complementary Items: For minor issues, we may offer a complimentary item on your next order as a goodwill gesture.

Exchange requests are subject to the same eligibility conditions and timeframes as refund requests. Please contact us at [email protected] to discuss exchange options.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

9.1 Cancellations Before Preparation Begins

You may cancel your order for a full refund if the cancellation request is submitted within 5 minutes of placing the order, before our kitchen staff has begun preparing your food. To cancel, please contact us immediately by email at [email protected] or through our website at giordanospizzas.rest.

9.2 Cancellations After Preparation Has Begun

Once food preparation has commenced, we are unable to guarantee a full refund for a cancellation. In such cases:

• If the order has been partially prepared, a partial refund may be offered at our discretion.
• If the order has been fully prepared and is awaiting delivery or pickup, no refund will be issued unless there is a quality defect or error with the order.

9.3 Cancellations Due to Unforeseen Circumstances

If Giordanos must cancel your order due to ingredient unavailability, technical issues, adverse weather conditions, or other unforeseen operational challenges, you will receive a full refund or store credit for the full value of your order. We will notify you promptly by email or phone if we are unable to fulfill your order.

9.4 Catering and Large Orders

For catering orders or large group orders (typically orders exceeding $150 in value or orders placed more than 24 hours in advance), different cancellation terms may apply. These terms will be communicated to you at the time of placing such an order. Generally, catering orders canceled more than 24 hours in advance will receive a full refund, while cancellations made within 24 hours of the scheduled order time may be subject to a cancellation fee of up to 25% of the total order value.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with the outcome of a refund request, please follow our dispute resolution process:

10.1 Internal Escalation

If your initial refund request has not been resolved to your satisfaction, you may request escalation to a senior customer service representative or manager. Please reply to your original correspondence and indicate that you wish to escalate your concern. We will respond within 2–3 business days with a final internal decision.

10.2 Chargeback Rights

If you paid by credit card or debit card and believe that a charge was made in error or that you did not receive the goods or services as described, you have the right to file a chargeback with your financial institution. This is a separate process governed by your card issuer and is not subject to our internal policies. However, we encourage you to contact us first, as many issues can be resolved quickly and without the need for a formal chargeback.

10.3 FTC and Consumer Protection Resources

Under the FTC Act and applicable U.S. consumer protection laws, you have certain rights as a consumer. If you believe that our practices are unfair or deceptive, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov for issues related to payment processing
• Your State Attorney General's Office for state-level consumer protection complaints

10.4 California Residents

If you are a resident of California, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes. For inquiries related to your California consumer rights, please contact us at [email protected].

11. Fraud Prevention

Giordanos takes the integrity of our refund process seriously. We reserve the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. This includes but is not limited to: repeated refund requests from the same customer without legitimate cause, requests that lack verifiable supporting evidence, and requests that appear designed to exploit our customer service policies. We may take appropriate action, including account suspension, in cases of suspected fraud.

12. Changes to This Refund Policy

Giordanos reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at giordanospizzas.rest with a revised effective date. Your continued use of our services following the posting of changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the information below:

This Refund Policy was last updated on May 28, 2026. © 2026 Giordanos. All rights reserved.