Refund Policy

Effective Date: July 3, 2026 | Last Updated: July 3, 2026

1. Introduction

At Giordanos, we are committed to delivering the highest quality food products and exceptional customer service. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy has been established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations, to ensure a fair and transparent process for all customers.

This policy applies to all orders placed through our website newgiordanos.click and covers food orders, delivery services, and any related purchases made through our platform. We encourage you to review this policy thoroughly so that you understand your rights and our obligations as a food service provider.

2. Eligibility Conditions for Refunds

Giordanos will consider refund requests under the following conditions. A refund may be granted when:

• The order received was significantly different from what was described on our menu or website at the time of purchase.
• The food items delivered were of unacceptable quality, including items that were spoiled, contaminated, or otherwise unfit for consumption upon delivery.
• The order arrived in a condition that was substantially damaged due to a packaging failure on our part.
• You received incorrect items that were not part of your original order.
• Your order was never delivered within the estimated delivery timeframe, and no satisfactory resolution was provided by our delivery team.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website resulted in an unauthorized or unintended transaction.

To be eligible for a refund, customers must provide sufficient evidence to support their claim. This may include photographs of the items received, a description of the issue, and your order confirmation number. All claims are subject to review and approval by our customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage all customers to inspect their orders upon receipt and report any issues immediately to ensure a prompt resolution.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and the operational requirements of our business, the following items and circumstances are generally not eligible for refunds:

• Completed and consumed orders: If you have accepted and consumed a substantial portion of your order, a refund will not be issued based on a change of preference or personal taste.
• Custom or special orders: Food items that were prepared according to specific customer instructions, including special dietary modifications or personalized requests, are non-refundable unless there is a documented error on our part.
• Delivery fees: Delivery fees are non-refundable once the delivery has been dispatched, regardless of the outcome of a refund claim on the food items themselves.
• Promotional or discounted items: Items purchased at a heavily discounted rate as part of a limited-time promotion may not be eligible for a full refund. Partial refunds may be considered at our discretion.
• Gift cards and vouchers: Digital gift cards and promotional vouchers purchased through our website are non-refundable and cannot be exchanged for cash.
• Orders refused at delivery without valid reason: If a customer refuses to accept an order upon delivery without providing a legitimate reason supported by evidence, no refund will be issued.
• Late requests: Any refund request submitted beyond the timeframes specified in Section 3 of this policy will not be processed.

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

To initiate a refund request with Giordanos, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, collect all relevant information, including your order confirmation number, the date and time of your order, a detailed description of the issue, and any photographic evidence that supports your claim.
2. Step 2 — Contact Our Customer Service Team: Reach out to our team using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: newgiordanos.click
3. Step 3 — Submit Your Claim: In your communication, clearly state that you are requesting a refund and include the following:
   • Your full name and contact information
   • Your order confirmation number
   • A clear and concise description of the problem
   • Photographic evidence (where applicable)
   • Your preferred resolution (full refund, partial refund, or replacement)
4. Step 4 — Await Confirmation: Our customer service team will acknowledge receipt of your request within 1 to 2 business days and may ask for additional information if necessary.
5. Step 5 — Review and Decision: Our team will review your claim and reach a decision within 3 to 5 business days of receiving all necessary information. You will be notified of the outcome via email.
6. Step 6 — Refund Issuance: If your refund is approved, the funds will be processed according to the payment method used for your original order, as detailed in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase. Please refer to the table below for estimated refund timelines:

Please note that processing times may be affected by banking institutions and payment processors, and these timelines are estimates only. Giordanos is not responsible for delays caused by third-party financial institutions once the refund has been initiated on our end. If you do not receive your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unacceptable quality, and the remainder of the order was satisfactory.
• The customer partially consumed the order prior to identifying the issue.
• Items were slightly different from the description, but still functionally acceptable for consumption.
• The order experienced a minor delay that did not significantly impact the quality or usability of the food items.
• A promotion or discount was applied to the order that reduces the refundable amount proportionally.

The amount of a partial refund will be determined at the sole discretion of our customer service team based on the specific circumstances of each claim. We will communicate the proposed partial refund amount to the customer and provide an explanation for the determination.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, direct item-for-item exchanges are generally not possible once an order has been delivered. However, Giordanos is committed to ensuring customer satisfaction and will make reasonable efforts to accommodate the following exchange-like resolutions:

• Order Replacement: In cases where an incorrect or severely defective order was delivered, we may offer to prepare and deliver a replacement order at no additional cost, subject to availability and our operational capacity at the time of the request.
• Store Credit: Rather than a monetary refund, we may offer store credit equivalent to the value of the affected items, which can be applied toward a future order placed through newgiordanos.click.
• Complimentary Item: For minor issues that do not warrant a full or partial refund, we may offer a complimentary item or discount on a future order as a gesture of goodwill.

All exchange and replacement decisions are made at the discretion of Giordanos and are subject to availability. Exchange resolutions are not guaranteed and are offered as an alternative to monetary refunds where appropriate.

9. Cancellation Policy

We understand that circumstances may change after an order has been placed. Please review our cancellation guidelines below:

9.1 Cancellations Before Order Preparation

Orders may be cancelled and a full refund issued if the cancellation request is submitted within 5 minutes of order placement and before our kitchen team has begun preparing your food. Due to the speed of our food preparation process, this window is very short. To request a cancellation, contact us immediately at [email protected].

9.2 Cancellations After Preparation Has Begun

Once our kitchen team has begun preparing your order, cancellations are generally not accepted, and no refund will be issued. This is because the food preparation process results in direct costs that cannot be recovered once initiated.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you have an issue with your delivered order, please refer to the refund request process outlined in Section 5 of this policy.

9.4 Giordanos-Initiated Cancellations

In rare circumstances, Giordanos may need to cancel an order due to ingredient unavailability, staffing issues, delivery limitations, or other operational factors. In such cases, you will be notified as promptly as possible, and a full refund will be issued automatically to your original payment method within the timeframes specified in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Giordanos provides the following dispute resolution options in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC):

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team for a secondary review. To initiate an escalation, reply to the email communication regarding your original refund decision and clearly state that you wish to escalate your complaint. Escalated cases will be reviewed within 5 to 7 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 bank if you believe a transaction was unauthorized or if a purchased product or service was not delivered as described. This is commonly referred to as a chargeback. We encourage you to attempt to resolve the matter directly with Giordanos before initiating a chargeback, as we are committed to working with our customers to find fair solutions.

10.3 State Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with your state's consumer protection agency or the Federal Trade Commission at ftc.gov/complaint. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).

10.4 Informal Mediation

For disputes that cannot be resolved through internal channels, Giordanos is open to informal mediation through a mutually agreed-upon neutral third party. Both parties will share the costs of mediation equally. This process is voluntary and non-binding unless both parties agree otherwise in writing.

11. Policy Amendments

Giordanos reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Changes to this policy will become effective immediately upon publication on our website at newgiordanos.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage all customers to review this policy periodically to stay informed about our refund practices. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate federal or state courts, in compliance with all applicable consumer protection statutes, including but not limited to the Federal Trade Commission Act (15 U.S.C. § 41 et seq.).

13. Contact Information

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to contact our customer service team using the information provided below. We are dedicated to resolving all inquiries promptly and professionally.