Refund Policy

Effective Date: June 29, 2026 | Last Updated: June 29, 2026

1. Introduction

Welcome to Giordanos, operated through our website giordanosgrill.click. We take pride in the quality of our food and the experience we provide to every customer. However, we understand that issues may occasionally arise, and we are dedicated to resolving them fairly and promptly.

This Refund Policy applies to all purchases made directly through our website, by phone, or in person at our location. By placing an order with Giordanos, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

For questions or concerns regarding this policy, please contact us at:

• Business Name: Giordanos
• Website: giordanosgrill.click
• Email: [email protected]

2. Eligibility Conditions for Refunds

Giordanos will consider refund requests under the following circumstances. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was demonstrably undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Preparation Errors: The food was prepared in a manner substantially different from what was described on our menu (e.g., allergenic ingredients included despite a clearly documented request for their omission).
• Failed Delivery: A delivery order was never received and could not be located despite reasonable attempts to contact the delivery party.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Cancellation (within eligible timeframe): You canceled your order within the allowed cancellation window as described in Section 8 of this policy.

Refunds are evaluated on a case-by-case basis. Giordanos reserves the right to request supporting documentation such as photos of the received order, your order confirmation number, and a written description of the issue before processing any refund.

3. Timeframes for Refund Requests

To ensure a timely and fair review of your concern, refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and the inherent challenges of quality verification after a reasonable period of time, the following are generally not eligible for refunds:

• Orders that have been fully consumed without any documented complaint at the time of consumption.
• Items where the customer ordered incorrectly (e.g., wrong size, wrong flavor) and the order was fulfilled exactly as placed.
• Requests based solely on change of mind after the order has been prepared or delivered.
• Promotional or discounted items purchased under a special offer, unless the item was defective or incorrect.
• Gift cards, vouchers, and loyalty credits are non-refundable and non-transferable.
• Delivery fees, service fees, and gratuity charges that have already been disbursed to the applicable party.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) — these must be addressed directly with the respective platform per their own refund policy.
• Custom catering orders that have been fully prepared and delivered per agreed specifications.

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

To request a refund from Giordanos, please follow these steps carefully:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and any relevant evidence (e.g., photos of the incorrect or unsatisfactory item, screenshots of a billing error).
2. Step 2 – Contact Us: Reach out to our customer support team as soon as possible within the eligible timeframe. You may contact us by:
   • Email: [email protected]
   • Website: giordanosgrill.click
3. Step 3 – Describe the Issue: In your message, clearly explain the problem with your order. Include your order number, a description of what went wrong, and attach any supporting photos or documentation.
4. Step 4 – Wait for Review: Our team will review your request within 2–3 business days. We may follow up with additional questions or requests for documentation.
5. Step 5 – Resolution Notification: You will receive a written response via email notifying you of our decision — whether a full refund, partial refund, store credit, or denial has been determined.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to reach you depends on the original payment method used:

Please note that while we process refunds promptly on our end, the final timing of when funds appear in your account depends on your financial institution and is outside our direct control. Bank processing times vary and may take additional time beyond our internal processing period.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You received a large order and only certain items were affected by the issue.
• The issue reported partially affected the quality or completeness of your order, but the remainder of the order was delivered correctly and met reasonable standards.
• A promotional discount was applied to the original order, and the refund is adjusted to reflect the proportional discounted value of the affected items.
• You accepted part of your order but rejected specific items at the time of delivery.

When a partial refund is determined to be appropriate, our customer service team will communicate the refund amount to you clearly prior to processing. You will have the opportunity to accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is structured to balance the needs of our customers with the operational demands of our kitchen and staff.

Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued if the kitchen has not yet begun preparation.
• Cancellation after 5 minutes: Once food preparation has started, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered at Giordanos' discretion.
• No-show for pickup orders: If a pickup order is not claimed within 30 minutes of the estimated ready time and we have been unable to contact the customer, the order may be forfeited and no refund will be issued.

Catering and Large-Event Orders

• Cancellation 72 or more hours in advance: Full refund of any deposit or payment made.
• Cancellation 24–72 hours in advance: 50% refund of the total order value; remaining 50% retained to cover preparation costs.
• Cancellation less than 24 hours in advance: No refund. The full amount may be retained due to the cost of ingredients, labor, and preparation that cannot be reversed.

To cancel an order, please contact us immediately via email at [email protected] or visit giordanosgrill.click. Please provide your order confirmation number and reason for cancellation.

9. Exchange Policy

Given the nature of food products, traditional item exchanges are generally not possible. However, Giordanos is committed to making things right when errors occur on our part. Our exchange approach works as follows:

• Incorrect Item Received: If you received an item different from what you ordered, we will remake and deliver or provide the correct item at no additional charge, subject to availability and operational feasibility, or offer a full refund for the incorrect item.
• Unsatisfactory Quality: If an item does not meet reasonable quality standards and is reported within the eligible timeframe, we may offer to remake the item or provide a refund or store credit equivalent to the value of that item.
• Allergen-Related Errors: If an allergen-related error occurred in the preparation of your order despite a documented and confirmed special request at the time of ordering, we will treat this with the highest priority. Please contact us immediately. Refunds or remakes will be prioritized for confirmed allergen incidents.

Exchanges are not available for items that have been consumed, items ordered correctly as placed, or items purchased through third-party platforms. All exchange requests must comply with the same timeframes outlined in Section 3.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund or exchange request, Giordanos provides the following dispute resolution pathway:

1. Internal Escalation: Request that your case be escalated to a senior member of our customer support team. Submit your escalation request in writing to [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]." We will respond within 5 business days.
2. Chargeback Rights: As a consumer, you may have the right to dispute a charge with your bank or credit card issuer under applicable federal banking regulations. We encourage you to exhaust our internal resolution options first, as chargebacks can delay resolution.
3. FTC Complaint: If you believe our practices violate your consumer rights under the FTC Act, you may file a complaint with the Federal Trade Commission at ftc.gov/complaint.
4. State Consumer Protection Agencies: Depending on your state of residence, you may also contact your state's Attorney General Office or consumer protection division for additional assistance.
5. Informal Mediation: For disputes that cannot be resolved through direct communication, both parties agree to first attempt informal mediation in good faith before pursuing formal legal action.

Giordanos values every customer relationship and will make every reasonable effort to resolve disputes in a fair, transparent, and timely manner.

11. Consumer Rights Under U.S. Law

Giordanos operates in compliance with applicable federal and state consumer protection laws in the United States. This includes:

• Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Our refund and pricing practices are designed to comply with these standards.
• Fair Credit Billing Act (FCBA): Provides protections for consumers disputing credit card billing errors.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers related to electronic payment transactions.
• State-Specific Laws: Depending on your state of residence, additional consumer protections may apply. For example, California consumers are afforded additional rights under the California Consumer Privacy Act (CCPA/CPRA), though these primarily pertain to personal data rather than food refunds.

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable law. Statutory rights are always preserved.

12. Policy Amendments

Giordanos reserves the right to update or modify this Refund Policy at any time. Changes will become effective upon posting the updated policy to our website at giordanosgrill.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, and concerns regarding this policy, please contact our customer support team using the information below: