Refund Policy

Last Updated: June 5, 2026

1. Overview

At Giordanos, we are committed to delivering a high-quality food experience to every customer. We understand that issues can occasionally arise with orders, and we strive to resolve them fairly and promptly. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as the process for submitting a refund request.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA) and California Consumer Protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The order must have been placed directly through our official website at eatgiordanos.click or through an authorized ordering channel associated with Giordanos.
• The refund request must be submitted within the applicable timeframe as described in Section 3 of this policy.
• The issue must fall within one or more of the following qualifying circumstances:
  • You received the wrong item(s) in your order.
  • The food item(s) arrived in an unsatisfactory condition (e.g., significantly damaged, spoiled, or unfit for consumption).
  • Your order was not delivered within the estimated delivery window and no acceptable resolution was offered.
  • A duplicate charge was applied to your payment method for the same order.
  • A technical error on our platform resulted in an incorrect order being placed or charged.
• You must provide reasonable documentation to support your claim, such as photos of the item received, a description of the issue, or a copy of the order confirmation.

Refund requests that do not meet these conditions may be denied at Giordanos' sole discretion. However, we encourage all customers to contact us, as we evaluate each case individually.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, regardless of the reason provided. These include:

• Correctly prepared and delivered orders: If your order was prepared and delivered correctly and in good condition, but you changed your mind or no longer want the item(s), no refund will be issued.
• Customized or special requests: Items prepared according to specific customer customizations (e.g., specific toppings, dietary modifications) are non-refundable unless they were incorrectly prepared contrary to the stated instructions.
• Partially consumed food: Refunds will not be issued for items that have been significantly consumed prior to the complaint being raised.
• Promotional or discounted items: Items purchased using promotional discounts, coupons, or special offers may not be eligible for a full refund. See Section 7 for partial refund conditions.
• Gift cards and digital credits: Once purchased, gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Delivery fees: Delivery fees are generally non-refundable unless the order was not delivered due to an error on the part of Giordanos.
• Service fees and processing fees: Platform service fees and payment processing fees are non-refundable once an order has been confirmed and submitted.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Photographic evidence (if applicable — especially for food quality complaints)
2. Step 2 — Contact Our Customer Support Team: Reach out to us via one of the following channels:
   • Email: [email protected]
   • Website: eatgiordanos.click
3. Step 3 — Submit Your Request: In your message, clearly state that you are requesting a refund, provide your order details, describe the issue in detail, and attach any relevant photos or documentation.
4. Step 4 — Receive a Confirmation: Upon receiving your request, our team will send you an acknowledgment email within 1–2 business days confirming that we have received your claim and that it is under review.
5. Step 5 — Review and Resolution: Our customer support team will review your claim, verify the details with our kitchen and delivery records, and determine the appropriate resolution. You will receive a decision within 3–5 business days of submitting your request.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed to your original payment method within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while Giordanos will process the refund promptly upon approval, the actual timing of when the funds appear in your account is subject to your financial institution's processing policies. Giordanos is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Conditions under which partial refunds may apply include:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in good condition.
• The issue raised affects only specific items within a multi-item order.
• The order was purchased with a discount, coupon, or promotional offer — in which case the refund will be calculated based on the actual amount paid for the affected item(s).
• The food item was partially consumed before the complaint was raised, and the remaining portion was deemed unsatisfactory for legitimate reasons.
• A delivery delay occurred but the order was ultimately received — a partial refund on the delivery fee may be offered as a goodwill gesture.

The amount of any partial refund will be determined by our customer support team on a case-by-case basis, taking into account the nature of the issue and the value of the affected portion of the order.

8. Exchange Policy

Due to the perishable nature of food products, Giordanos does not offer direct item exchanges in the traditional sense. However, we may, at our discretion, offer the following alternatives as a form of resolution:

• Replacement Order: In cases where an incorrect item was delivered, we may arrange for the correct item to be prepared and delivered at no additional charge, subject to availability and delivery time constraints.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent value, which can be applied to a future order on eatgiordanos.click.
• Complimentary Item on Next Order: For minor issues that do not warrant a full refund, we may offer a complimentary item or discount code to be used on a future order.

Any exchange or alternative resolution offer will be communicated to you during the refund review process. Customers are not obligated to accept store credit or an alternative resolution and may insist on a monetary refund if the claim meets the eligibility criteria.

9. Cancellation Policy

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

9.1 Orders Not Yet Confirmed

If your order has not yet been confirmed or accepted by our team, you may cancel it without any charge. Please contact us immediately at [email protected] if you wish to cancel before confirmation.

9.2 Orders Already Being Prepared

Once your order has been confirmed and preparation has begun, cancellation may not be possible. In such cases, no refund will be issued for the food items. However, if a delivery has not yet been dispatched, a partial refund of any applicable delivery fee may be considered.

9.3 Scheduled or Pre-Orders

For orders placed in advance or scheduled for a future date or time, cancellations must be made at least 2 hours prior to the scheduled delivery or pickup time to be eligible for a full refund. Cancellations made less than 2 hours before the scheduled time may only be eligible for store credit.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following dispute resolution process:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a senior customer service representative or manager. Please reference your original case or ticket number. We will review your case again and aim to provide a final resolution within 5 business days.

10.2 Chargeback Process

If you believe you have been incorrectly charged or your refund request was denied unfairly, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. We ask that you contact us first before pursuing this option, as we are committed to resolving issues directly with our customers.

10.3 Consumer Protection Agencies

If you are unable to resolve your dispute through our internal processes, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General office — for state-level consumer protection complaints.
• California residents may also contact the California Department of Consumer Affairs if applicable.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States. Any legal proceedings shall be conducted in the appropriate jurisdiction consistent with applicable federal and state law.

11. Changes to This Refund Policy

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

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team through the following channels: