Refund Policy

At Piada, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines our procedures, eligibility criteria, and timelines to ensure a fair and transparent process for all customers. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all purchases made through our website (piadacafe.click), our mobile ordering platform, in-store purchases, and any third-party delivery services we may partner with. By placing an order with Piada, you acknowledge and agree to the terms set forth in this policy.

Because we serve freshly prepared food items, our refund policy takes into account the perishable nature of our products and complies with applicable United States consumer protection laws, including standards set forth by the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

Refunds may be granted under the following conditions:

• ✅ You received an incorrect order that does not match what you paid for.
• ✅ Your order arrived in an unsatisfactory condition (e.g., spoiled, contaminated, or severely damaged during delivery).
• ✅ A confirmed quality issue was present in the food item that made it unfit for consumption.
• ✅ A duplicate charge was applied to your account for the same order.
• ✅ Your order was not fulfilled and no food was delivered or provided.
• ✅ A technical error on our platform resulted in an incorrect charge.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

4. Timeframes for Refund Requests

To ensure that all refund requests can be properly reviewed, we require that you contact us within the following timeframes:

Requests submitted after these periods may not be considered for a refund. We strongly encourage you to inspect your order upon receipt and contact us immediately if any issues are identified.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather your information: Collect your order confirmation number, receipt, payment method details, and any photos or documentation that support your claim (e.g., photos of incorrect or damaged items).
2. Step 2 – Contact our support team: Reach out to us by email at [email protected] or visit our website at piadacafe.click to access our customer support form.
3. Step 3 – Provide a clear description: In your message, clearly explain the issue, including the order details, the specific item(s) affected, and the nature of your complaint.
4. Step 4 – Attach supporting evidence: Where applicable, attach photos, screenshots, or other supporting documentation to strengthen your request.
5. Step 5 – Await confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 – Refund decision: We will communicate our decision regarding your refund request within 3–5 business days of receiving all required information.
7. Step 7 – Refund processing: If your request is approved, the refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive the funds depends on your payment method:

Please note that Piada initiates refunds promptly upon approval, but the actual timing of funds appearing in your account depends on your bank or payment provider's internal processing schedules, which are outside of our control.

7. Partial Refunds

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

• Only a portion of an order was incorrect or unsatisfactory, while the remainder of the order was delivered as expected.
• A promotional discount was applied to the order, and only the affected items (at their discounted value) qualify for a refund.
• The customer has partially consumed the order before identifying an issue — refunds in this case will be assessed based on the unconsumed portion.
• A quality concern is deemed minor by our team and does not warrant a full refund based on our internal review process.

In all cases involving partial refunds, our customer support team will clearly communicate the refund amount and the rationale before processing.

8. Exchange Policy

Where feasible, Piada may offer an exchange or replacement in lieu of a monetary refund. This is particularly applicable when:

• An incorrect menu item was prepared or delivered and the correct item can be remade promptly.
• A food item did not meet our quality standards but can be replaced within a reasonable timeframe.
• The customer prefers to receive a replacement rather than a refund and the exchange can be accommodated operationally.

Exchanges are subject to availability. If the requested item is no longer available at the time of the exchange request, a refund or store credit will be offered instead. Exchanges are only available for orders placed within the eligible refund window outlined in Section 4.

To request an exchange, please follow the same steps outlined in Section 5 and specify that you would prefer a replacement rather than a monetary refund.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as accommodating as possible given the nature of freshly prepared food.

9.1 Online and App Orders

• Before preparation begins: If your order has not yet entered the preparation stage, you may cancel it for a full refund. This window is typically within 5 minutes of placing your order, depending on order volume and kitchen speed.
• During preparation: Once your order is being actively prepared, cancellations may not be possible. If a cancellation is accepted at this stage, a partial refund or store credit may be offered at our discretion.
• After preparation/dispatch: Orders that have already been prepared and dispatched for delivery or are ready for pick-up cannot be cancelled.

9.2 In-Store Orders

In-store orders may be cancelled prior to preparation. Once a team member has begun preparing your item(s), cancellation is at the discretion of the store manager. If approved, a refund or store credit may be issued.

9.3 Catering or Group Orders

For large catering or group orders, cancellations must be made at least 48 hours in advance of the scheduled order date and time to receive a full refund. Cancellations made within 48 hours of the scheduled time may result in a partial refund or store credit, as ingredients and staffing resources may have already been committed.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund or cancellation request, we encourage you to follow the dispute resolution steps below:

10.1 Internal Escalation

Request that your complaint be escalated to a senior customer service representative or store manager. We aim to resolve all escalated disputes within 5 business days.

10.2 Written Complaint

Submit a formal written complaint to our support team at [email protected]. Include all relevant documentation, your previous case or reference number, and a detailed explanation of why you believe the initial resolution was inadequate.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, either party may seek third-party mediation through a mutually agreed mediator or a consumer protection organization. We support good-faith efforts to resolve disputes without resorting to litigation.

10.4 Consumer Protection Agencies

As a food business operating in the United States, customers retain the right to file complaints with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• State Attorney General's Office of your respective state.
• Better Business Bureau (BBB): www.bbb.org

10.5 Legal Action

In cases where all other dispute resolution mechanisms have been exhausted without a satisfactory outcome, either party may pursue legal remedies available under applicable United States federal and state laws. This Refund Policy shall be governed by and construed in accordance with the laws of the United States.

11. Store Credit

As an alternative to monetary refunds, Piada may offer store credit in some situations. Store credit:

• Is applied directly to your Piada account or issued as a digital voucher code.
• Can be used for future purchases on piadacafe.click or at participating in-store locations.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.

12. Third-Party Delivery Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

However, if the issue is directly related to food quality, incorrect preparation, or a confirmed error on Piada's part, we encourage you to contact us directly at [email protected] in addition to reaching out to the delivery platform, and we will do our best to assist in resolving your concern.

13. Changes to This Refund Policy

Piada reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at piadacafe.click. We recommend reviewing this policy periodically to stay informed of any updates. Continued use of our services following any posted changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, cancellations, exchanges, or any questions related to this policy, please contact our customer support team using the details below:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days.