Refund Policy

Effective Date: May 22, 2026  |  Last Updated: May 22, 2026

1. Overview

At Giordanos, customer satisfaction is at the heart of everything we do. We take great pride in preparing and delivering high-quality food products and meal experiences. However, we understand that issues may occasionally arise with your order. This Refund Policy is designed to be transparent, fair, and straightforward, so you always know your rights and options when something goes wrong.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state-level consumer protection statutes. We are committed to resolving all refund and complaint matters in good faith and in a timely manner.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that do not match what you ordered (wrong items, wrong size, wrong quantity).
• Missing Items: Part or all of your order was missing upon delivery or pickup.
• Poor Food Quality: The food delivered was spoiled, contaminated, undercooked, or otherwise not fit for consumption upon arrival.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time communicated at checkout, rendering the food unusable or unsatisfactory.
• Damaged Packaging: Your order arrived with severely damaged packaging that compromised the integrity or safety of the food.
• Allergen Concerns: Your order contained an allergen that was not listed in the item description and that you explicitly requested be excluded.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Delivered: Your order was marked as delivered but never arrived.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 below. Giordanos reserves the right to request supporting documentation, such as photos of the food or packaging, to process your claim.

3. Timeframes for Refund Requests

Timely reporting is essential due to the perishable nature of food products. The following timeframes apply:

Refund requests submitted after the applicable timeframe may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders where the customer has consumed more than 50% of the food prior to raising a quality complaint.
• Items that were correctly prepared and delivered in accordance with the order, where the customer has simply changed their mind or no longer wants the food.
• Customized or specially prepared items where the customer provided incorrect customization instructions.
• Delivery fees, service charges, and platform fees, unless the non-delivery or error was our fault.
• Promotional or discounted items purchased under special offers, unless otherwise stated in the promotion terms.
• Orders where the delivery address provided by the customer was incorrect or incomplete.
• Requests made outside of the applicable reporting timeframes listed in Section 3.
• Gift cards and digital vouchers (these are non-refundable once purchased and issued).
• Issues resulting from customer-caused problems (e.g., customer not present to receive delivery, incorrect contact information provided).

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

To request a refund, please follow these steps carefully:

1. Gather Your Information: Have your order confirmation number, date of purchase, and a description of the issue ready. If applicable, take clear photographs of the food or packaging that illustrates the problem.
2. Contact Us: Reach out to our customer support team using one of the contact methods listed in Section 11 of this policy. You may contact us via email at [email protected] or visit our website at giordanos-meal.digital.
3. Submit Your Claim: Provide your full name, order number, contact details, a clear description of the issue, and any supporting evidence (photos, screenshots, etc.). The more detail you provide, the faster we can resolve your request.
4. Claim Review: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Decision Notification: You will receive an email notification informing you of the outcome of your refund request. If approved, details of the refund amount and processing method will be included.
6. Refund Processing: If your refund is approved, it 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 processing time will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may depend on your bank or payment provider's processing schedule. Giordanos is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only a portion of the total order.
• A delivery delay significantly affected only part of your order (e.g., a multi-course meal where some components arrived on time and others did not).
• The customer has partially consumed the food before discovering the issue, and the unconsumed portion was deemed unsatisfactory.
• Promotional discounts or credits were applied to the original order and must be factored into the refund calculation.

The amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will always aim to provide a fair and reasonable resolution that reflects the impact of the problem experienced.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct product exchanges in the traditional sense. However, in cases where an incorrect item was delivered, we may, at our discretion and depending on operational availability, offer one of the following remedies:

• Re-delivery: We may arrange for the correct item to be prepared and delivered to you at no additional charge, subject to availability and delivery area constraints.
• Account Credit: We may issue a credit to your Giordanos account equivalent to the value of the incorrect or unsatisfactory item, which can be applied to a future order.
• Monetary Refund: A refund will be issued to your original payment method as outlined in Section 6.

The most appropriate remedy will be determined based on the specific circumstances of your situation and our current operational capacity. Our team will communicate the available options when reviewing your claim.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through giordanos-meal.digital:

9.1 Pre-Preparation Cancellations

If you wish to cancel your order before it has entered the preparation stage, please contact us immediately. Orders cancelled before preparation begins are eligible for a full refund to your original payment method.

9.2 During-Preparation Cancellations

Once your order has entered the preparation stage, cancellation may not be possible. If a cancellation is processed at this stage, a partial refund may be issued at our discretion, reflecting any ingredients or preparation costs already incurred.

9.3 Post-Dispatch Cancellations

Once your order has been dispatched for delivery, cancellations cannot be accepted. If you no longer want the order at the point of delivery, you may refuse the delivery, but this will not automatically entitle you to a refund unless the refusal is due to a verifiable issue with the order (e.g., wrong items, damaged packaging).

9.4 Pre-Ordered and Scheduled Orders

For pre-ordered or scheduled delivery orders, cancellations must be made at least 2 hours before the scheduled preparation time to be eligible for a full refund. Cancellations made within the 2-hour window prior to preparation may only qualify for a partial refund or store credit.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides the following dispute resolution process:

Step 1: Internal Escalation

If your initial refund request has been denied or you are dissatisfied with the resolution offered, you may request an escalation to our senior customer service management team. Please send an email to [email protected] with the subject line "Refund Dispute Escalation", including your original case reference number and a detailed explanation of why you believe the initial decision was incorrect. We will review your escalation within 5 business days.

Step 2: Good Faith Negotiation

Both parties agree to attempt to resolve any disputes through good faith negotiation before pursuing formal legal action. We are committed to working collaboratively with our customers to reach a fair and mutually satisfactory resolution.

Step 3: Mediation

If internal escalation and good faith negotiation fail to resolve the dispute, either party may request non-binding mediation through a mutually agreed-upon third-party mediator. The costs of mediation will be shared equally unless otherwise agreed.

Step 4: Regulatory Complaints

You have the right to file a complaint with relevant consumer protection authorities, including:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Consumer Protection Division
• The Better Business Bureau (BBB): www.bbb.org

Step 5: Chargeback Rights

Nothing in this policy limits your statutory rights to dispute charges with your bank or credit card provider. However, we ask that you attempt to resolve disputes with us directly before initiating a chargeback, as this helps us serve you more efficiently and avoid unnecessary processing delays.

11. Contact Information for Refund Requests

For all refund requests, cancellations, and related inquiries, please contact our customer support team using the details below. We aim to respond to all inquiries within 1–2 business days.

12. Policy Amendments

Giordanos reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and services following the posting of changes constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes arising under this policy that cannot be resolved through our internal dispute resolution process shall be subject to the jurisdiction of the appropriate federal or state courts.