Refund Policy

At Giordanos, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as expected, and we want to ensure that our customers are treated fairly. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order through our website at tastygiordanos.rest or by any other means, you agree to the terms described in this policy.

We encourage you to read this policy carefully before placing your order. If you have any questions, please do not hesitate to contact us at [email protected].

1. Overview of Our Commitment

Giordanos takes pride in preparing fresh, high-quality food products for every customer. Because our products are perishable food items prepared to order, our refund policy is necessarily different from that of non-food retail businesses. We comply with all applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as state-level consumer protection regulations where applicable.

Our goal is to resolve every complaint or concern promptly and fairly. We assess each refund or complaint request on a case-by-case basis and strive to reach an outcome that is satisfactory for all parties involved.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (wrong food items, incorrect sizes, or missing components).
• Quality Issues: The food received was of unacceptable quality, including but not limited to undercooked, overcooked, spoiled, or otherwise unsafe food.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Allergic Reactions or Health Concerns: If a product contained an ingredient not listed in the description and you suffered an adverse reaction, a refund may be issued following an investigation.
• Non-Delivery: Your order was paid for but never delivered within the estimated timeframe, and no resolution was offered by our team.
• Duplicate Charges: Your payment method was charged more than once for the same order.

3. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes:

Refund requests submitted after these timeframes may not be eligible for processing. We understand that exceptions may arise, and we will review late submissions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is filed.
• Dissatisfaction with personal taste preferences when the order was prepared correctly as described.
• Promotional, discounted, or complimentary items offered at no charge.
• Delivery fees, service charges, and tips paid to third-party delivery services.
• Orders where the customer provided an incorrect delivery address.
• Delays caused by circumstances beyond our control, including severe weather, traffic, or third-party delivery partner issues.
• Customization requests that were clearly noted as non-guaranteed (e.g., specific toppings subject to availability).
• Gift cards or promotional vouchers once redeemed.

5. How to Request a Refund (Step-by-Step)

If you believe you are eligible for a refund, please follow the steps below:

Step 1: Gather Your Information

Before contacting us, please collect the following:

• Your order confirmation number or receipt
• The date and time of your order
• A clear description of the issue
• Photographs of the food or packaging if applicable (especially for quality or incorrect order claims)
• Your preferred contact information

Step 2: Contact Our Customer Support Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: tastygiordanos.rest

When contacting us, please use the subject line: "Refund Request – [Your Order Number]" to help us process your request quickly.

Step 3: Submit Your Claim

Provide all relevant details in your message, including your order number, a description of the problem, and any supporting photos or documentation. The more detail you provide, the faster we can assess your claim.

Step 4: Await Our Response

Our customer support team will acknowledge your request within 1–2 business days. We may ask for additional information or clarification to complete our review.

Step 5: Resolution

Once the review is complete, we will notify you of our decision via email. If your refund is approved, we will process it promptly according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Please note that while we process refunds on our end promptly, your financial institution may take additional time to reflect the credit in your account. These timelines are outside of our control.

7. Partial Refunds

In some circumstances, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect or missing, and the remaining items were delivered as expected.
• The food quality issue affected only specific items in a larger order.
• The customer partially consumed the food before identifying the quality issue.
• A discount or promotional credit was already applied to the order at the time of purchase.
• The delivery was delayed but eventually received, and compensation is offered for the inconvenience rather than a full refund.

The amount of a partial refund will be calculated based on the value of the affected items, minus any discounts or promotional credits already applied. Our team will communicate the partial refund amount to you before processing.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always possible. However, we offer the following options as alternatives to monetary refunds:

• Order Replacement: If you received an incorrect or defective order, we may offer to prepare and deliver or provide the correct order at no additional charge, subject to availability and operational hours.
• Store Credit: Instead of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order at tastygiordanos.rest.
• Complimentary Items: In some cases, we may offer complimentary food items as a gesture of goodwill to resolve a minor complaint.

Replacement orders are subject to the same preparation and delivery timelines as standard orders. We are unable to guarantee immediate replacements during peak hours.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before our kitchen begins preparing it, you are entitled to a full refund. Please contact us immediately at [email protected] or call us as soon as possible.
• After Preparation Has Begun: Once our kitchen has started preparing your order, we are unable to guarantee a cancellation or full refund. A partial refund or store credit may be offered at our discretion.
• After Order Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. However, if you have an issue upon receipt, please refer to Section 2 for eligibility conditions.

9.2 In-Store and Phone Orders

For orders placed in person or over the phone, cancellations must be communicated to our staff immediately. Once food preparation has commenced, cancellations may not be accepted, and the customer may remain responsible for the full cost of the order.

9.3 Pre-Orders and Scheduled Orders

For orders placed in advance for a specific date or time:

• Cancellations made more than 24 hours before the scheduled pickup or delivery time are eligible for a full refund.
• Cancellations made between 2–24 hours before the scheduled time may be eligible for a partial refund or store credit.
• Cancellations made less than 2 hours before the scheduled time may not be eligible for a refund, as preparation will have already begun.

10. Dispute Resolution Process

We sincerely hope that all concerns can be resolved through direct communication with our customer support team. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process is available:

10.1 Internal Escalation

If your initial refund request has not been resolved to your satisfaction, you may escalate your complaint by sending a detailed email to [email protected] with the subject line: "Escalated Complaint – [Your Order Number]". Our management team will review the matter and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or financial institution. We encourage you to attempt resolution with us directly before initiating a chargeback, as chargebacks can be time-consuming for all parties. However, we respect your right to pursue this avenue if necessary.

10.3 FTC and Consumer Protection Agencies

If you believe our practices are unfair or deceptive, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's consumer protection agency. We are committed to full compliance with all applicable consumer protection laws.

10.4 Informal Mediation

Prior to pursuing any formal legal action, both parties agree to make a good-faith effort to resolve any dispute informally. You agree to provide written notice of the dispute to us, and we will have 30 days to respond before any formal proceedings are initiated.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States of America and the applicable laws of the state in which Giordanos operates. Any legal action shall be subject to the jurisdiction of the appropriate federal or state courts.

11. Special Circumstances

We recognize that special circumstances may arise that fall outside the standard scope of this policy. In such cases, Giordanos will use its reasonable judgment to determine an appropriate resolution. Special circumstances may include:

• Natural disasters or emergencies affecting delivery capabilities
• Technical errors on our website or ordering platform causing incorrect charges
• Third-party delivery partner failures beyond our control
• Verified reports of food safety concerns requiring immediate action

In all special circumstances, our priority is the health, safety, and satisfaction of our customers. Please contact us promptly if you believe your situation warrants special consideration.

12. Amendments to This Policy

Giordanos reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at tastygiordanos.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. Continued use of our services following any amendment constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, complaints, or questions regarding this policy, please contact us using the information below. Our customer support team is available to assist you and will respond as promptly as possible during regular business hours.

When contacting us, please have your order confirmation number ready and provide as much detail as possible about your concern. This will help us resolve your issue quickly and efficiently.