Refund Policy

Effective Date: July 10, 2026 | Last Updated: July 10, 2026

This Refund Policy applies to all orders and purchases made through our website hotgiordanos.click and any associated ordering channels. By placing an order with us, you acknowledge and agree to the terms outlined in this policy. Please read this document carefully before making a purchase.

1. General Overview

Giordanos operates as a food service business in the United States, and we take customer satisfaction seriously. Because our products are perishable food items prepared fresh upon order, refund eligibility is subject to specific conditions described in this policy. We encourage customers to review their orders carefully before submitting them and to contact us as soon as possible if any issues arise.

This policy is governed by applicable United States federal and state consumer protection laws, including relevant provisions of the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal information used in conjunction with transactions.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered, as confirmed by our records.
• Missing Items: One or more items from your order were not included in your delivery or pickup package.
• Food Quality Issues: The food delivered or provided was spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Allergic Ingredients: Your order contained an ingredient that you specifically requested be excluded, and this omission resulted in a health concern. (Please note: customers with severe allergies should notify us before ordering.)
• Failed Delivery: Your order was never delivered, and no delivery attempt was made within the agreed timeframe, through no fault of your own.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A confirmed technical error on our platform or payment gateway resulted in an unintended or erroneous charge.

To be eligible for a refund, customers must meet the following general requirements:

1. The refund request must be submitted within the applicable timeframe specified in Section 3 of this policy.
2. The customer must provide sufficient documentation or description of the issue.
3. The issue must not be the result of customer error (e.g., incorrect delivery address provided, incorrect item selected during ordering).

3. Timeframes for Refund Requests

Timing is critical when requesting a refund for food-related purchases due to the perishable nature of our products. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a full refund, though we will review each case on an individual basis and may offer partial compensation at our discretion.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Customized Orders: Orders that were prepared according to specific customer customization requests (e.g., special toppings, dietary modifications) and were delivered as requested.
• Change of Mind: Refunds will not be issued simply because a customer changed their mind after the order was prepared or delivered.
• Consumed Items: Food items that have been substantially consumed cannot be returned or refunded unless a verifiable quality issue is documented.
• Promotional or Discounted Items: Items purchased at a promotional discount, using coupon codes, or as part of a limited-time deal may not be fully refundable, depending on the specific promotion's terms.
• Delivery Fees: Delivery fees are non-refundable once the delivery has been dispatched, except in cases of failed delivery due to our fault.
• Service Charges and Tips: Any optional service charges or gratuity added to the order are non-refundable once the order is fulfilled.
• Gift Cards and Credits: Gift cards, store credits, and loyalty points used in transactions are generally non-refundable and non-transferable.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable and available)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: hotgiordanos.click
   Please use the subject line: "Refund Request – Order #[Your Order Number]"
3. Step 3 – Submit Your Claim: Provide all relevant details in your message, including a description of the problem, your preferred resolution (refund, replacement, or store credit), and your contact information.
4. Step 4 – Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up to request additional information or photographs.
5. Step 5 – Resolution: Once your claim is reviewed and approved, we will process your refund or offer an alternative resolution within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money back depends on your original payment method:

Please note that while we initiate the refund on our end promptly upon approval, the actual time for funds to appear in your account is controlled by your bank or financial institution and may vary. If you have not received your refund within the listed timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In certain circumstances, only a partial refund may be granted. Partial refunds may apply when:

• Only a portion of the order was incorrect, missing, or unsatisfactory, and the remainder of the order was delivered correctly.
• A food quality complaint is received after a significant portion of the food has already been consumed.
• The order was partially prepared before a cancellation request was received, and some cost had already been incurred.
• A promotional discount or coupon was applied to the order, and the refund amount reflects the actual amount paid rather than the full list price.
• The issue reported involves only specific items within a larger order rather than the entire order.

The exact amount of a partial refund will be determined on a case-by-case basis by our customer support team. We strive to be fair and reasonable in all such determinations.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning one physical product for another) are generally not possible in the same way as non-perishable goods. However, we offer the following exchange alternatives:

• Order Replacement: If your order was incorrect or of unacceptable quality, we may offer to prepare and deliver a replacement order at no additional charge. The replacement must be requested within the applicable timeframe and is subject to availability.
• Item Substitution: If a specific menu item is unavailable at the time of your order, we will contact you to offer a suitable substitute of equal or greater value before processing your order.
• Store Credit Exchange: In lieu of a monetary refund, customers may opt to receive store credit of equal value, which can be applied to a future order. Store credit does not expire.

To request an exchange or replacement, please follow the same refund request process outlined in Section 5.

9. Cancellation Policy

We understand that plans can change. Here is how cancellations are handled:

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please do so as soon as possible. Orders cancelled within 5 minutes of placement, before food preparation has begun, will receive a full refund. To cancel an order, contact us immediately at [email protected] with your order number.

9.2 Cancellation After Preparation Has Begun

Once food preparation has begun, we are unable to cancel or refund the order in most circumstances. This is because ingredients have been used and staff labor has been committed. In exceptional cases (such as a sudden medical emergency documented by the customer), we may offer partial store credit at our discretion.

9.3 Cancellation of Pre-Orders and Catering Orders

For catering or large pre-orders, the following cancellation terms apply:

All catering cancellations must be submitted in writing via email to [email protected].

10. Dispute Resolution Process

We strongly encourage customers to contact us directly before initiating any formal dispute or chargeback with their bank or payment provider. Most issues can be resolved quickly and amicably by working directly with our team.

10.1 Internal Resolution

As a first step, please contact our customer service team at [email protected]. We aim to resolve all complaints within 3–5 business days of receiving complete information.

10.2 Escalation

If you are not satisfied with the initial response from our customer support team, you may request to have your case escalated to a supervisor or manager. Escalated cases are reviewed within an additional 5 business days.

10.3 Chargebacks

Filing a chargeback with your bank or credit card issuer without first attempting to resolve the matter with us may result in the delay or denial of your refund, and may affect your ability to place future orders with Giordanos. We reserve the right to dispute chargebacks that we believe are invalid or fraudulent.

10.4 Third-Party Mediation

If a dispute cannot be resolved through our internal processes, both parties may agree to seek resolution through a neutral third-party mediator. Any formal legal disputes shall be governed by the laws of the United States and the applicable state laws in which the business operates, and shall be resolved in the appropriate jurisdiction.

10.5 Consumer Protection Agencies

Customers also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office if they feel their rights have been violated.

11. Special Circumstances

11.1 Force Majeure

In the event of circumstances beyond our control — including but not limited to natural disasters, extreme weather conditions, public health emergencies, or infrastructure failures — we may be unable to fulfill orders or process refunds within the standard timeframes. In such cases, we will communicate with affected customers as promptly as possible and offer appropriate remedies, which may include store credits or rescheduled deliveries.

11.2 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), please note that their refund policies may apply in addition to or instead of ours. For orders placed through third-party platforms, we recommend contacting the respective platform's customer support for refund requests related to delivery issues. For quality issues related to food preparation, please contact us directly.

12. Modifications to This Refund Policy

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

13. Contact Information

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