Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

At Piada, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that there are occasions when an order may not meet your expectations, arrive incorrectly, or encounter other issues. This Refund Policy has been established to ensure a fair, transparent, and consistent process for handling refund requests in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

By placing an order through our website or any of our ordering platforms, you agree to the terms of this Refund Policy. We encourage all customers to review this document in full before making a purchase.

2. Eligibility Conditions for Refunds

Refunds may be granted under the following circumstances. To be eligible for a refund, one or more of the following conditions must apply:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong food item, wrong toppings, wrong size).
• Missing Items: One or more items from your confirmed order were not delivered or included in your order bag.
• Food Quality Issues: The food delivered was of an unacceptable quality, including but not limited to food that is spoiled, undercooked, contaminated, or otherwise inedible.
• Significant Delivery Delay: Your order was delayed beyond a reasonable timeframe that caused the food to be unusable or unacceptable (applicable to delivery orders).
• Order Not Received: Your order was marked as delivered but was not received at the correct address provided at checkout.
• Technical Errors: A system or technical error on our platform resulted in a duplicate charge or an incorrect order total being charged to your payment method.
• Allergen Issues: Your order contained an allergen that was clearly specified as excluded in the order instructions, posing a documented health concern.

Refunds will not be considered if the request is made based solely on a change of mind, personal taste preferences not constituting a food quality defect, or if the order has been substantially consumed prior to the refund request.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly investigated and processed, you must submit your request within the timeframes outlined below:

Requests submitted outside of these windows may not be eligible for a full refund. However, we reserve the right to evaluate late submissions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

Certain items and services are not eligible for a refund under any circumstances. These include:

• Fully consumed orders: Orders or items that have been entirely consumed before a complaint is raised are not eligible for a refund.
• Change of mind: Refunds will not be issued simply because you changed your mind about an order after it was prepared or delivered.
• Customization errors made by the customer: If the incorrect item was delivered because of incorrect customization entered by the customer during the ordering process, a refund may not be granted.
• Promotional or discounted items: Items purchased using promotional codes, discount vouchers, or special offers may have limited or no refund eligibility as specified at the time of the promotion.
• Gift cards and store credits: Gift cards and store credit balances issued by Piada are non-refundable and non-transferable unless required by law.
• Delivery fees: Delivery fees are generally non-refundable unless the entire order is eligible for a refund due to a verified error on our part.
• Service fees and platform fees: Any service or convenience fees charged during checkout are non-refundable unless the entire order qualifies for a full refund.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the email address used to place the order.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or substandard food items. Visual evidence strengthens your case and helps us resolve your issue faster.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: piadafood.click
4. Step 4 — Provide Details: In your message, include the following information:
   • Full name
   • Order number
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our customer support team will review your request and respond within 2–3 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and initiate the appropriate resolution (refund, store credit, or replacement).

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method. Please refer to the table below:

Please note that while we initiate refunds promptly upon approval, the exact timing of when the refund appears in your account may vary depending on your financial institution's processing times, which are outside of our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and was acceptable.
• A food quality issue affected only certain items in a multi-item order.
• The order was partially consumed before the issue was identified and reported.
• A promotional discount was applied to the order, and the refund will reflect only the actual amount paid for the affected items.
• Delivery fees are non-refundable when only part of an order is being refunded.

The amount of a partial refund will be calculated based on the price of the specific items affected by the issue, less any applicable discounts or promotional values. Our customer support team will communicate the partial refund amount to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, direct item-for-item exchanges are generally not possible. However, we offer the following alternatives in situations where an exchange would otherwise be appropriate:

• Replacement Order: In cases where an incorrect item was delivered, we may, at our discretion, offer to prepare and send you the correct item at no additional charge, subject to availability and delivery logistics.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• In-Store Resolution: For orders placed at or picked up from one of our physical locations, please speak with the on-site manager, who may be able to facilitate an immediate replacement at the time of pickup.

To request a replacement or exchange, please follow the same process outlined in Section 5 above and indicate your preference for a replacement rather than a monetary refund.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online Orders

Online orders may be cancelled without penalty within 5 minutes of placing the order, provided that food preparation has not yet begun. Once an order has entered the preparation stage, it cannot be cancelled, and no refund will be issued.

9.2 Scheduled / Advance Orders

If you placed a scheduled or advance order, you may cancel the order up to 2 hours before the scheduled pickup or delivery time without penalty. Cancellations made less than 2 hours before the scheduled time may be subject to a partial charge or may not be eligible for a refund if food preparation has already commenced.

9.3 Catering and Group Orders

Catering and large group orders require advance notice for cancellation. The following cancellation terms apply to catering orders:

9.4 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] with your order number and the reason for cancellation. You may also visit our website at piadafood.click to manage your order if a self-service cancellation option is available for your order type.

10. Dispute Resolution Process

We are committed to resolving all refund and customer service disputes in a fair and timely manner. If you are not satisfied with the outcome of a refund request, please follow the escalation process described below:

10.1 Initial Resolution

All refund disputes should first be submitted to our customer support team via email at [email protected]. Our team will aim to respond within 2–3 business days with a proposed resolution.

10.2 Escalation

If you are not satisfied with the initial response from our customer support team, you may request that your case be escalated to a senior member of our operations team. Please indicate in your follow-up email that you would like your case escalated, and provide any additional supporting documentation or context.

10.3 External Dispute Resolution

If an internal resolution cannot be reached, you have the right to file a complaint with the following external bodies:

• Federal Trade Commission (FTC): You may file a consumer complaint at www.ftc.gov or by calling 1-877-FTC-HELP.
• Your State Attorney General's Office: Most states have a consumer protection division that handles complaints related to business transactions. Visit your state's official government website for contact information.
• Better Business Bureau (BBB): You may file a complaint at www.bbb.org.
• Your Payment Processor or Bank: If you believe you have been incorrectly charged, you may also initiate a chargeback through your credit card company or bank. Please note, however, that initiating a chargeback without first attempting to resolve the issue with us may affect your ability to use our services in the future.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state law. Any disputes arising from or related to this policy shall be subject to the jurisdiction of the courts of the state in which Piada operates, unless otherwise required by applicable law.

11. Consumer Rights Under US Law

As a consumer in the United States, you have certain rights under federal and state consumer protection laws. These include, but are not limited to:

• The right to truthful and transparent information about products and services under the FTC Act (15 U.S.C. § 45).
• The right to dispute unauthorized or erroneous charges with your payment card issuer under the Fair Credit Billing Act (FCBA).
• Protection against unfair, deceptive, or abusive business practices under applicable state consumer protection statutes.
• If you are a California resident, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA), and you may have additional recourse under the California Consumers Legal Remedies Act (CLRA).

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

12. Changes to This Refund Policy

Piada reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at piadafood.click. The "Last Updated" date at the top of this page will reflect the date of the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team using the information below. We are here to help and will do our best to respond promptly and resolve your concern.

This Refund Policy was last updated on June 12, 2026, and is effective as of the same date. All prior versions of this policy are superseded by this document.