Refund Policy

Effective Date: May 16, 2026  |  Last Updated: May 16, 2026

1. Overview

This Refund Policy applies to all purchases and orders made through our website giordanos.click, over the phone, or through any other official ordering channel operated by Giordanos. By placing an order with us, you agree to the terms outlined in this policy. Please read this document carefully before completing any purchase.

As a food service business operating in the United States, Giordanos complies with applicable federal consumer protection laws under the Federal Trade Commission (FTC) Act, as well as applicable state consumer protection regulations. We strive to resolve all refund and complaint matters fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong dish).
• Missing Items: One or more items from your order were not included in the delivery or pickup.
• Food Quality Issues: The food delivered or prepared was not fit for consumption, was spoiled, undercooked, or contained foreign objects.
• Allergic Reactions / Undisclosed Ingredients: You experienced a confirmed allergic reaction due to ingredients not disclosed or incorrectly communicated at the time of ordering, subject to review.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Failed Delivery: Your delivery order was never received and was not returned or cancelled by our team within a reasonable time.
• Order Cancellation Before Preparation: Your order was successfully cancelled before it entered the preparation stage.

All refund requests are subject to review and verification by our customer support team. We reserve the right to request photographic evidence or additional information to process a refund claim.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, certain situations and items are not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is made.
• Changes of mind after the order has been prepared or is out for delivery.
• Customization errors that were the result of incorrect information provided by the customer at the time of ordering.
• Delays caused by circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery service disruptions, provided the food is still acceptable upon arrival.
• Promotional, discounted, or complimentary items offered as part of a special deal unless they are defective or missing.
• Gift cards and promotional vouchers, which are non-refundable and non-transferable.
• Service fees, delivery fees, or platform fees charged by third-party delivery partners (these must be disputed directly with the respective platform).
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — please contact the respective platform for their refund policies.

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

Follow these steps to submit a refund request:

1. Gather Your Order Information:
   Locate your order confirmation number, receipt, or transaction ID. Note the date and time of your order and the specific issue you experienced.
2. Document the Issue:
   If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual evidence helps us resolve your claim faster.
3. Contact Our Customer Support Team:
   Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: giordanos.click
4. Provide Required Details:
   In your message, include:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Photos or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Confirmation:
   Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Resolution:
   Once reviewed and approved, your refund or replacement will be processed according to the applicable timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on the original payment method used:

Please note that while we process refunds promptly on our end, financial institutions may have their own processing times that are outside of our control. If you have not received your refund within the timeframe stated above, please contact your bank or payment provider first, then reach out to us if the issue persists.

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 specific items from a multi-item order were incorrect, missing, or unsatisfactory — the refund will cover only those items.
• The customer consumed a portion of the order before identifying an issue — a partial refund may be considered based on the extent of the problem.
• An order was partially prepared before a cancellation request was made — the cost of prepared items may be deducted from the refund.
• A discount, coupon, or promotional code was applied to the original order — the refund will reflect the discounted amount actually paid.

All partial refund decisions are made at the discretion of our customer support team following a thorough review of the circumstances. We are committed to being fair and transparent in all partial refund determinations.

8. Cancellation Policy

Orders may be cancelled under the following conditions:

8.1 Online and Phone Orders

• Full Refund: Cancellations made before your order has entered the preparation stage are eligible for a full refund.
• Partial Refund or No Refund: Once your order has begun preparation, cancellation may not be possible, or only a partial refund may be issued depending on how far along the preparation has progressed.
• No Refund: Orders that are already out for delivery or available for pickup cannot be cancelled.

8.2 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] or through our website at giordanos.click. Please include your order number and the reason for cancellation.

8.3 Catering and Large Group Orders

For catering orders or large group orders, the following cancellation terms apply:

• Cancellations made more than 48 hours before the scheduled order date: Full refund.
• Cancellations made 24–48 hours before the scheduled order date: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled order date: No refund, as ingredients and preparation costs will have already been incurred.

9. Exchange Policy

In lieu of a monetary refund, Giordanos may offer an exchange or replacement as an alternative resolution. Our exchange policy works as follows:

• Item Replacement: If your order contained an incorrect item or a missing item, we may offer to re-prepare and deliver or provide the correct item at no additional charge, subject to availability and operational capacity.
• Order Remake: In cases where food quality was significantly below our standards, we may offer to remake the entire order or the affected items.
• Store Credit: As an alternative to a cash refund or replacement, we may offer store credit of equal or greater value to be used on a future order at Giordanos.

Exchanges are subject to the same eligibility conditions and timeframes as standard refunds. Customers may indicate their preferred resolution when submitting a refund request, and we will do our best to accommodate that preference.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options to escalate the matter:

10.1 Internal Escalation

Request that your case be escalated to a senior member of our customer support team or management by clearly stating this in your follow-up communication to [email protected]. Include your original ticket or case reference number and a summary of the issue.

10.2 Chargeback Rights

If you paid by credit card or debit card and believe a charge was unauthorized or incorrect, you have the right to initiate a chargeback through your card issuer or bank. We encourage you to contact us first to attempt resolution before initiating a chargeback, as this allows for a faster and simpler process for both parties.

10.3 Consumer Protection Authorities

As a business operating in the United States, consumers may also file complaints with the following bodies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org — for formal business complaints and dispute mediation.
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Local Health Department: For food safety concerns related to your order.

10.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and applicable state law. Any disputes arising under this policy shall be resolved in accordance with applicable federal and state consumer protection regulations.

11. Changes to This Refund Policy

Giordanos reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website or placement of orders after changes are posted constitutes acceptance of the revised policy.

12. Contact Information

For all refund-related inquiries, complaints, or requests, please contact us using the details below. We are committed to responding to all inquiries within 1–2 business days.

This Refund Policy was last updated on May 16, 2026, and is effective as of the same date. All previous versions of this policy are superseded by this document.