Refund Policy

At Dions, your satisfaction is our paramount concern. We stand behind the exceptional quality of our culinary creations and services with an unwavering commitment to excellence. This comprehensive refund policy reflects our dedication to ensuring that every interaction with our establishment meets the highest standards of quality and service.

We understand that exceptional circumstances may arise, and we are prepared to address your concerns with the utmost professionalism and care. Our refund policy has been crafted to provide clear guidelines while maintaining the flexibility necessary to ensure your complete satisfaction.

To ensure fair and consistent treatment for all our valued customers, refund requests must meet the following eligibility requirements:

• Timeframe: Refund requests must be submitted within 24 hours of service for dine-in experiences, or within 2 hours of delivery/pickup for takeout orders
• Proof of Purchase: Original receipt or order confirmation number must be provided
• Product Condition: Food items must be substantially unconsumed (minimum 75% remaining) for quality-related refund requests
• Valid Reason: Refund request must be based on quality issues, service failures, or legitimate dissatisfaction with our products or services
• Account Standing: Customer account must be in good standing with no history of fraudulent refund requests
• Documentation: For delivery orders, photographic evidence may be required for quality-related claims

While we strive to accommodate all reasonable refund requests, certain items and services are excluded from our refund policy due to their nature or regulatory requirements:

• Gift cards and promotional certificates (unless required by law)
• Alcoholic beverages (due to licensing regulations and health department requirements)
• Custom catering orders confirmed within 48 hours of the event
• Private event bookings made within 72 hours of the scheduled date
• Menu items that have been completely consumed
• Special occasion cakes and custom-made items after production has begun
• Delivery fees (unless the delivery was unsuccessful through our fault)
• Third-party booking or reservation fees

We have streamlined our refund process to ensure quick resolution of your concerns. Please follow these steps:

• Step 1 - Initial Contact: Contact our customer service team immediately via phone at +1 504-581-3467 or email at [email protected]
• Step 2 - Provide Information: Share your order number, receipt, and detailed description of the issue
• Step 3 - Documentation: If requested, provide photographic evidence or return unconsumed items to the restaurant
• Step 4 - Review Process: Our management team will review your request within 24 hours
• Step 5 - Resolution Communication: You will receive a detailed response regarding the status and resolution of your request
• Step 6 - Refund Processing: If approved, refunds will be processed according to our refund methods policy

Approved refunds will be processed using the following methods and timeframes:

• Credit Card Refunds: Processed to original payment method within 3-5 business days
• Debit Card Refunds: Processed within 3-7 business days (subject to bank processing times)
• Cash Payments: Immediate cash refund available at restaurant location with manager approval
• Digital Wallet Payments: Processed within 1-3 business days to original payment source
• Gift Card Purchases: Refunded as store credit or returned to original gift card (where legally permitted)
• Third-Party Payment Services: Processing time varies by provider, typically 5-10 business days

In many cases, exchanges or alternative solutions may better serve your needs while ensuring you experience the full quality of our offerings:

• Menu Item Exchanges: Immediate replacement with item of equal or lesser value
• Upgraded Alternatives: Complimentary upgrade to premium menu items when appropriate
• Future Visit Credits: Restaurant credits for future dining experiences
• Complimentary Services: Additional appetizers, desserts, or beverages to enhance your current visit
• Event Rescheduling: Flexible rescheduling options for private events and catering
• Service Recovery: Comprehensive service recovery programs for service-related issues

We maintain the highest standards of food safety and quality. For damaged or defective items, we provide enhanced protections:

• Immediate Resolution: Instant replacement or full refund without question for clearly defective items
• Food Safety Priority: Any food safety concerns receive immediate attention and full compensation
• Quality Guarantee: Items not meeting our quality standards are replaced with premium alternatives
• Delivery Damage: Full refund and replacement for items damaged during delivery
• Temperature Issues: Cold food delivered hot or hot food delivered cold receives immediate remedy
• Missing Items: Immediate delivery of missing items or appropriate refund if re-delivery is not possible