Refund Policy

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

1. Introduction

At Giordanos, we are deeply committed to delivering exceptional food quality and outstanding customer satisfaction with every order. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle all such requests in a fair, transparent, and timely manner.

This Refund Policy has been designed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA) and relevant state consumer protection regulations. Our goal is to ensure that every customer interaction is handled with integrity and professionalism.

If you have any questions or concerns regarding this policy, please do not hesitate to contact us at [email protected] or visit our website at giordanosgrill.rest.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Giordanos, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong dish, incorrect toppings, or missing components listed on the menu).
• Food Quality Issues: The food received was undercooked, overcooked, contaminated, or otherwise unfit for consumption, and this was not due to any customization or specific instructions you provided.
• Missing Items: One or more items included in your confirmed order were not delivered or included in your takeout/delivery bag.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Cancellation: Your order was cancelled within the eligible cancellation window as outlined in Section 9 of this policy.
• Non-Delivery: Your delivery order was confirmed and paid for but never arrived, and the delay or non-delivery was not due to incorrect address information provided by you.
• Significant Delay: Your order was substantially delayed beyond the communicated or reasonable estimated delivery or preparation time, causing demonstrable inconvenience.

Refund eligibility is assessed on a case-by-case basis. Giordanos reserves the right to request supporting documentation such as photographs, order confirmation numbers, or descriptions of the issue to process your request efficiently.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, all refund requests must be submitted within the following timeframes:

Requests submitted after the applicable timeframe may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and to contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

While we endeavor to accommodate all reasonable refund requests, certain items and circumstances are not eligible for a refund. These include:

• Consumed Food Items: Orders or items that have been substantially consumed or eaten, unless a quality defect was discovered during consumption and reported immediately.
• Customer-Specific Customizations: Food items prepared according to specific customer instructions (e.g., special dietary modifications, custom toppings, or unusual preparation methods). If the item was prepared exactly as requested, no refund will be issued.
• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was prepared or delivered.
• Delivery Fees and Service Charges: Third-party delivery fees, service fees, and gratuities are generally non-refundable unless the non-delivery was entirely the fault of Giordanos.
• Gift Cards and Promotional Credits: Gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Perishable Items After Safe Consumption Period: Any perishable food items reported as defective after a reasonable safe consumption window has passed.
• Orders Placed Through Third-Party Platforms: Orders placed via third-party delivery applications (e.g., DoorDash, UberEats, Grubhub) are subject to those platforms' refund policies. Giordanos cannot process refunds for transactions conducted through third-party services.

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

Requesting a refund from Giordanos is straightforward. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and your preferred contact information (email or phone number).
2. Step 2 — Document the Issue: Where possible, take clear photographs of the item(s) in question, particularly if the issue relates to food quality, incorrect preparation, or missing components.
3. Step 3 — Contact Us: Reach out to Giordanos through one of the following channels:
   • Email: [email protected]
   • Website: giordanosgrill.rest
4. Step 4 — Provide Details: In your message or conversation, clearly describe the nature of the issue, provide your order confirmation number, attach any relevant photographs, and specify whether you are requesting a full refund, partial refund, or replacement.
5. Step 5 — Review and Assessment: Our customer service team will review your submission and may follow up with additional questions or requests for information. We aim to respond to all refund inquiries within 1–2 business days.
6. Step 6 — Resolution: Once your request is approved, we will notify you of the outcome, including the refund method and estimated processing time. If your request is denied, we will provide a clear explanation.

6. Refund Processing Times by Payment Method

Once your refund has been approved by our team, please allow the following timeframes for the refund to appear on your account, depending on your original payment method:

Please note that while Giordanos processes refunds promptly upon approval, the exact timing of the credit appearing in your account is ultimately determined by your bank or financial institution. We recommend contacting your bank if you have not received your refund within the stated timeframe after receiving our approval notification.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered accurately and in good condition.
• The customer partially consumed a meal before identifying an issue that does not affect the entirety of the order.
• A promotional discount or coupon was applied at the time of purchase, and the refund is calculated on the actual amount paid rather than the full menu price.
• The issue reported was caused in part by incorrect or incomplete instructions provided by the customer.
• Delivery fees or third-party service charges are excluded from the refundable amount.

The amount of any partial refund will be determined at the discretion of the Giordanos management team based on a fair assessment of the situation, taking into account the nature and extent of the issue reported.

8. Exchange Policy

In many cases, especially for in-store or takeout orders, Giordanos may offer a replacement or exchange rather than a monetary refund. Our exchange policy is as follows:

• Incorrect Item: If you received the wrong dish or incorrect preparation, we will prioritize remaking and replacing the item at no additional cost to you, provided the request is made promptly.
• Missing Items: Missing items from an order will be remade and provided at the next available opportunity or credited to your account for future use.
• Quality Issues: In cases of quality issues where you are present at our location or able to return the item, we will gladly prepare a replacement free of charge.
• Delivery Orders: For delivery orders where an exchange is not logistically feasible, a refund or store credit will be offered in lieu of a replacement.

Exchanges are subject to the same eligibility conditions outlined in Section 2 of this policy. Giordanos reserves the right to determine the most appropriate resolution — refund, replacement, or store credit — based on the specific circumstances of each case.

9. Cancellation Policy

We understand that plans can change unexpectedly. Our cancellation policy is designed to be fair to both our customers and our kitchen team, who begin preparing orders promptly upon confirmation.

9.1 Dine-In Reservations

Reservations cancelled at least 2 hours before the scheduled reservation time will incur no cancellation fee. Cancellations made less than 2 hours in advance, or no-shows for large party reservations, may be subject to a cancellation fee. Please contact us directly to discuss any reservation-related concerns.

9.2 Online and Phone Orders

• Before Preparation Begins: Orders cancelled before the kitchen has begun preparation are eligible for a full refund.
• After Preparation Has Begun: Once our kitchen team has commenced preparation of your order, cancellations are generally not accepted. In exceptional circumstances, a store credit or partial refund may be offered at management's discretion.
• After Order Dispatched for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. If you experience an issue upon delivery, please follow the standard refund request process outlined in Section 5.

To cancel an order, please contact us immediately via email at [email protected] or through our website at giordanosgrill.rest. The sooner you contact us, the greater the likelihood of a successful cancellation.

10. Dispute Resolution Process

Giordanos is committed to resolving all customer concerns in a fair and efficient manner. In the event that you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request an escalation to our management team. Please send an email to [email protected] with the subject line "Refund Dispute — Escalation Request" and include all relevant details of your original request and the outcome received. A member of senior management will review your case within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer in accordance with the Fair Credit Billing Act (FCBA) and applicable card network rules. We encourage you to attempt resolution directly with us before initiating a chargeback, as this allows for faster resolution. However, we fully respect your legal rights in this regard.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — for state-level consumer protection issues.
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, both parties agree to attempt good-faith informal mediation before pursuing any formal legal remedies. This process involves a neutral discussion facilitated by both parties with the aim of reaching a mutually acceptable resolution without the need for litigation.

11. Fraud Prevention

Giordanos takes fraudulent refund claims seriously. Any attempt to abuse our refund policy through false claims, misrepresentation, or repeated bad-faith requests may result in the refusal of future refund requests, suspension of your account or ordering privileges, and, where appropriate, referral to relevant law enforcement authorities. We reserve the right to investigate all refund requests and to deny claims that we reasonably believe are fraudulent or made in bad faith.

12. Policy Updates

Giordanos reserves the right to update or modify this Refund Policy at any time to reflect changes in our business practices, applicable laws, or operational procedures. Any material changes will be communicated via an updated effective date posted on this page. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the information below. Our customer service team is ready to assist you and will respond to all inquiries as promptly as possible.