Refund Policy

At Piada, we are committed to providing our customers with a satisfying dining and ordering experience. We understand that issues can arise, and this Refund Policy outlines our procedures for handling refund requests, cancellations, and exchanges in a fair and transparent manner. Please read this policy carefully before placing an order.

1. General Overview

This Refund Policy applies to all orders placed through our website at meal-piada.rest, via phone, or through any authorized third-party delivery platform associated with Piada. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and the most current version will always be available on our website.

As a food service business operating in the United States, our refund practices comply with applicable federal consumer protection standards under the Federal Trade Commission (FTC) Act, as well as relevant state consumer protection laws. We strive to handle every refund request with fairness, efficiency, and respect for our customers.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following conditions:

• Incorrect Order: You received items that were different from what you ordered (wrong items, wrong quantities, or missing items).
• Food Quality Issues: The food received was of unacceptable quality, including being undercooked, spoiled, or otherwise not fit for consumption.
• Allergen Concerns: An item contained an allergen that was clearly specified as excluded in your order, posing a health risk.
• Order Not Received: Your order was never delivered and confirmed as lost or undelivered by our delivery team or third-party delivery service.
• Significant Delay: Your order was delivered significantly later than the estimated time, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Overcharging: You were charged an amount higher than the total displayed at checkout.

To be eligible for a refund, customers must provide sufficient evidence of the issue, which may include photographs, order confirmation details, or a description of the problem. Piada reserves the right to assess each refund request on a case-by-case basis and may decline requests that do not meet our eligibility criteria.

3. Timeframes for Refund Requests

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

Requests submitted after the applicable deadline may not be eligible for a refund. We strongly encourage customers to review their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order was confirmed and prepared.
• Consumed Food: Items that have been substantially consumed are not eligible for a refund unless a quality issue is proven.
• Customization Errors by the Customer: If the incorrect order resulted from a customization error made by the customer during the ordering process, a refund may not be issued.
• Delivery Fees: Delivery and service fees are non-refundable unless Piada is directly responsible for an order not being delivered.
• Promotional or Discounted Items: Items purchased through special promotions, discount codes, or limited-time offers may have different or restricted refund eligibility.
• Gift Cards and Vouchers: Digital gift cards and promotional vouchers are non-refundable once issued or redeemed.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery service (e.g., DoorDash, Uber Eats, Grubhub), refund eligibility is subject to that platform's policies, and you must contact that service directly.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, the items in question, and any supporting evidence (photographs, screenshots, or detailed descriptions).
2. Contact Us Promptly: Reach out to our customer support team using one of the contact methods listed below. Provide all relevant information clearly and concisely.
3. Submit Your Request: Send your refund request via email to [email protected]. Include the subject line "Refund Request – [Your Order Number]" for faster processing.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Review Process: Our team will assess your request based on the eligibility criteria outlined in this policy. This process typically takes 2–5 business days.
6. Resolution: Once a decision has been made, we will notify you via email. If approved, the refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, your financial institution or payment processor may require additional time to reflect the refund in your account. We recommend contacting your bank or card issuer if a refund does not appear within the stated timeframe.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following circumstances:

• Only a portion of your order was incorrect, missing, or of unacceptable quality.
• The food quality issue affected only certain items in a multi-item order.
• A significant but not total delay occurred that impacted the overall experience.
• Delivery fees or service charges are being refunded separately from the food items.
• A customer consumed part of an order before identifying a qualifying issue.

The amount of a partial refund will be calculated based on the value of the affected items and any applicable fees. Our customer service team will communicate the partial refund amount to you clearly before processing it. You may accept the partial refund or request further review if you disagree with the assessment.

8. Exchange Policy

For in-store and pickup orders, Piada may offer an exchange or replacement as an alternative to a monetary refund. This option is available under the following conditions:

• The incorrect item is returned to the store in its original, largely unconsumed condition.
• The exchange request is made within 30 minutes of pickup or in-store receipt.
• The correct replacement item is available and can be prepared without unreasonable delay.

For delivery orders, we may offer to resend a replacement item at no additional charge if inventory and logistics allow. Please be aware that exchanges for delivery orders are subject to availability and delivery area limitations. In situations where an exchange is not feasible, a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, due to the perishable nature of food products and the speed at which preparation begins, our cancellation window is limited.

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• If more than 5 minutes have passed since order placement, cancellation may not be possible, and a refund will not be guaranteed.
• To cancel an order, please contact us immediately at [email protected] or visit our website at meal-piada.rest.

9.2 Pre-Orders and Catering Orders

• Pre-orders and catering orders may be cancelled up to 48 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund due to ingredient procurement and preparation costs already incurred.

9.3 Third-Party Platform Orders

For orders placed through third-party delivery platforms, cancellation policies are governed by those platforms. We recommend reviewing the specific cancellation policy of the platform through which you placed your order.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes quickly and fairly. If you are unsatisfied with the outcome of your refund request, the following escalation process is available:

1. Initial Review: Contact our customer service team at [email protected] and clearly explain your concern and why you believe the initial decision was incorrect.
2. Escalation: If your concern is not resolved to your satisfaction within 5 business days, request that your case be escalated to our management team. Please reference your original case or ticket number.
3. Formal Complaint: If the matter remains unresolved, you may file a formal complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or your state's consumer protection agency.
4. Chargeback: As a last resort, you may contact your bank or credit card issuer to initiate a chargeback. Please note that chargebacks should only be used after all other resolution options have been exhausted, as they may affect our ability to serve you in the future.

11. Store Credit as an Alternative

In some cases, especially for minor order issues, Piada may offer store credit as an alternative to a monetary refund. Store credit will be applied to your account and can be used toward future purchases at meal-piada.rest. Store credit:

• Does not expire for a period of 12 months from the date of issuance.
• Cannot be transferred to another account or exchanged for cash.
• Can be used for any eligible menu item or service available through our platform.
• Will be clearly communicated to you before being applied, and you will always have the option to request a monetary refund instead if eligible.

12. Special Circumstances

Piada recognizes that extraordinary circumstances may arise that are outside the standard scope of this policy. These may include, but are not limited to:

• Severe weather events affecting delivery.
• Technical failures on our website or payment system.
• Force majeure events such as natural disasters or public health emergencies.

In such cases, we will evaluate each situation individually and work with affected customers to find an appropriate resolution, which may include full refunds, store credit, or rescheduling of orders.

13. Amendments to This Policy

Piada reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at meal-piada.rest with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any changes constitutes acceptance of the revised policy.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team through the following channels: