Refund Policy

At Piada, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes associated with refund requests to ensure a fair and transparent process for all parties.

By placing an order through our website piadafood.rest or any affiliated ordering platform, you agree to the terms outlined in this Refund Policy. We encourage you to read this document carefully before completing any purchase.

1. General Refund Philosophy

Piada takes pride in the freshness and quality of every item we prepare. Because we deal in perishable food products made to order, our refund policy is designed to balance customer satisfaction with the operational realities of food service. We evaluate each refund request individually and fairly, taking into account the nature of the complaint, the circumstances surrounding the order, and applicable consumer protection laws under the Federal Trade Commission (FTC) Act and relevant state regulations.

We reserve the right to verify any claim before issuing a refund, credit, or exchange. Fraudulent or abusive refund requests may result in account suspension or legal action as permitted by law.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that does not match your confirmed order (e.g., wrong ingredients, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was spoiled, undercooked, or otherwise unfit for consumption upon receipt.
• Allergen Concerns: An item contained an allergen that you specifically requested be excluded, and this was confirmed at the time of ordering.
• Failed Delivery: Your order was never delivered, and the delivery was confirmed as unsuccessful by our system or the third-party delivery service.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Order Cancellation: You successfully cancelled your order within the eligible cancellation window before preparation began.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Refund requests submitted after these deadlines will be reviewed on a case-by-case basis but are not guaranteed. We strongly encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Food items that have been partially or fully consumed, except where a quality or safety issue is documented.
• Orders where the customer provided an incorrect delivery address at the time of checkout.
• Orders that were delivered within the expected timeframe but were not retrieved promptly, resulting in spoilage.
• Customizations requested by the customer that resulted in a product the customer did not enjoy (e.g., requested extra spice level).
• Promotional, discounted, or complimentary items provided at no charge.
• Service fees, delivery fees, and platform processing fees charged by third-party delivery services.
• Refund requests based solely on a change of mind after food preparation has begun.
• Gift cards and promotional credits once redeemed.

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

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

1. Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of your order, your name, and a description of the issue.
2. Document the Issue: If possible, take a photograph of the incorrect item, missing item, or quality concern. Visual documentation significantly speeds up the review process.
3. Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available at piadafood.rest. Please include all relevant details and attach any supporting photos.
4. Receive a Confirmation: Our team will acknowledge your request within 1–2 business days via the email address associated with your account or order.
5. Review Process: Our customer experience team will review your claim, which may involve verifying order details, reviewing kitchen records, or coordinating with the delivery service. This process typically takes 2–5 business days.
6. Resolution Notification: Once a determination has been made, you will be notified of the outcome — whether a full refund, partial refund, store credit, or denial — along with the reason for the decision.
7. Refund Issuance: If approved, your refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is ultimately determined by your bank or financial institution. Piada is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, while the rest of the order was satisfactory.
• A quality issue affected part of the order but not the entire meal.
• The customer consumed a portion of an item before discovering an issue, and the remaining portion is deemed to warrant compensation.
• A discount, coupon, or promotional offer was applied to the order, in which case the refund amount will reflect the actual amount paid rather than the full menu price.

The amount of a partial refund will be calculated based on the value of the affected items, including applicable taxes, minus any non-refundable fees. Our team will communicate the exact refund amount to you before processing.

8. Cancellation Policy

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

8.1 Online and App Orders

• Full Cancellation Eligibility: You may cancel an order for a full refund only if the cancellation is made before the kitchen has begun preparing your food. This window is typically within 2–5 minutes of placing the order, depending on order volume and kitchen activity.
• Post-Preparation Cancellation: Once food preparation has begun, cancellations are not eligible for a full refund. A partial refund or store credit may be offered at our discretion.
• Scheduled Orders: For orders placed in advance with a scheduled pickup or delivery time, cancellations made at least 1 hour before the scheduled time are eligible for a full refund.

8.2 Catering and Large Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation terms apply:

9. Exchange Policy

In many cases where an incorrect item was received, Piada is happy to offer a replacement rather than a refund. Exchanges are subject to the following conditions:

• The exchange must be requested within 1 hour of receiving your order for in-store or pickup orders, or within 24 hours for delivery orders.
• Exchanges are only available for items that were incorrect due to our error (e.g., wrong ingredient, wrong size).
• The replacement item will be of equal or comparable value to the original item ordered.
• Exchanges for delivery orders may be facilitated as a replacement delivery or as a store credit for the affected item, depending on logistics and distance.
• Items replaced through our exchange program are not eligible for an additional refund request for the same incident.

To request an exchange, please contact us at [email protected] with your order details and a description of the issue.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following resolution steps:

Step 1: Internal Escalation

Request that your case be reviewed by a senior member of our customer experience team. You can do this by replying to any correspondence you have received regarding your refund request and clearly indicating that you wish to escalate the matter. We will assign a senior representative to your case within 2 business days.

Step 2: Written Formal Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint to us via email at [email protected] with the subject line: "Formal Refund Dispute – [Your Order Number]". We will respond in writing within 5 business days.

Step 3: Third-Party Mediation

If internal resolution efforts are exhausted, both parties agree to attempt good-faith mediation through a mutually agreed-upon neutral third-party mediator before pursuing any legal action.

Step 4: Consumer Protection Agencies

Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov, or with their respective state's consumer protection agency, if they believe their consumer rights have been violated.

Step 5: Payment Dispute / Chargeback

You have the right to contact your bank or credit card issuer to dispute a charge if you believe you have been wrongfully billed. However, we ask that you first allow us the opportunity to resolve the matter directly, as chargebacks can be costly and time-consuming for both parties. Filing a chargeback without first contacting us may result in restricted access to our services.

11. California Residents

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Remedies Act. Please refer to our Privacy Policy at piadafood.rest for more information on your rights as a California consumer. For refund-related inquiries, California residents may also contact the California Department of Consumer Affairs at dca.ca.gov.

12. Policy Updates

Piada reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at piadafood.rest. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available to assist you Monday through Friday, during standard business hours. We strive to respond to all inquiries within 1–2 business days.