Refund Policy

At Piada, we are committed to providing our customers with the highest quality food and dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order or making a purchase.

1. General Overview

This Refund Policy applies to all purchases made through our website cafe-piada.click, in-store transactions, telephone orders, and any third-party platform orders that reference Piada as the merchant of record. By completing a purchase with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

We take food quality and customer satisfaction seriously. If you are not fully satisfied with your order, we encourage you to reach out to us promptly so we can resolve the issue in a timely and satisfactory manner.

2. Eligibility Conditions for Refunds

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

• The order received was incorrect — meaning the items delivered or prepared did not match what was ordered.
• The food was of unacceptable quality, including but not limited to undercooked, overcooked, spoiled, or contaminated items.
• The order was not delivered within the estimated time window and no prior notice was given.
• The order was charged twice or an incorrect amount was billed to your payment method.
• A technical error occurred during the online checkout process resulting in a duplicate transaction.
• The order was confirmed by Piada but never fulfilled or delivered.
• An item included in the order triggered a documented, verified food allergy despite specific instructions provided at the time of order.

Refund eligibility is assessed on a case-by-case basis. Piada reserves the right to request supporting documentation such as photographs, order confirmations, or written descriptions of the issue before approving any refund.

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 a prompt investigation and resolution, refund requests must be submitted within the following timeframes:

• In-store purchases: Refund requests must be made at the time of service or within 24 hours of purchase.
• Online or app-based orders: Requests must be submitted within 48 hours of the scheduled delivery or pickup time.
• Catering or event orders: For cancellations or disputes, requests must be submitted at least 72 hours before the event date for eligibility. Post-event refund requests must be submitted within 24 hours of the event.
• Billing disputes and duplicate charges: These must be reported within 7 calendar days of the transaction date.

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

Follow these steps to submit a refund request with Piada:

1. Gather your information: Before contacting us, have your order number, date of purchase, method of payment, and a clear description of the issue ready.
2. Document the issue: If applicable, take clear photographs of the food item(s) in question. Photos are especially helpful for quality-related complaints.
3. Contact us: Reach out to our customer support team using one of the methods listed in the Contact Information section at the bottom of this policy. You may email us at [email protected] or visit our website at cafe-piada.click.
4. Submit your request: Clearly state in your message that you are requesting a refund, describe the reason for the request, and attach any relevant documentation or photos.
5. Await confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up for additional information if needed.
6. Review and decision: Our customer service team will review your request and notify you of our decision within 3–5 business days of receiving all required information.
7. Refund issuance: If approved, your refund will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please be aware that while Piada processes refunds promptly, delays may occur depending on your financial institution or payment provider. Piada is not responsible for delays caused by third-party processors or banks.

7. Partial Refunds

In some 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 or unsatisfactory.
• The item was partially consumed before the issue was identified.
• A discount, coupon, or promotional credit was applied to the original order.
• The issue affected only a single item within a multi-item order.
• A catering order was partially fulfilled due to supply or availability issues.

The amount of a partial refund will be calculated based on the value of the affected item(s) as listed on the original invoice or order receipt. Piada will communicate the partial refund amount to the customer prior to processing.

8. Exchange Policy

In many cases, Piada may offer an exchange or replacement as an alternative to a cash or card refund. Exchanges are subject to the following conditions:

• The original item must be returned to the store in its original container (where applicable) for in-store purchases.
• For delivery orders, an exchange may be arranged through re-delivery or in-store pickup of the corrected item.
• Exchanges must be requested within the same timeframes as refund requests (see Section 4).
• Piada reserves the right to offer a replacement item of equal or greater value in lieu of a monetary refund at its discretion.
• If a customer declines a reasonable exchange offer, refund eligibility may be limited at Piada's discretion.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to all orders placed with Piada:

9.1 Standard Orders (In-Store, Online, Pickup)

Standard food orders may be cancelled and fully refunded only if the request is made before the kitchen has begun preparing the order. Once preparation has started, cancellations are not eligible for a full refund. Customers may contact us immediately at [email protected] to attempt a cancellation.

9.2 Delivery Orders

Delivery orders may be cancelled for a full refund if cancelled within 5 minutes of order placement. After this window, if preparation has already begun, a partial refund may be issued for unstarted components of the order.

9.3 Catering and Event Orders

• More than 7 days before the event: Full refund minus any non-refundable deposit.
• 3–7 days before the event: 50% refund of the total order value.
• Less than 72 hours before the event: No refund will be issued.
• Cancellation by Piada: A full refund will be issued if Piada cancels the order for any reason.

10. Orders Placed Through Third-Party Delivery Platforms

If you placed your order through a third-party food delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, please note the following:

• Refund and cancellation requests for third-party platform orders must be directed to the respective platform's customer support.
• Piada does not have direct control over refund decisions made by third-party platforms.
• If the issue is directly attributable to an error made by Piada (e.g., wrong item prepared, missing ingredient), you may also contact us at [email protected] and we will work with the platform to resolve the issue.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Piada offers the following dispute resolution process in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act:

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request a formal review of your case. Please include your original complaint, the decision you received, and any additional supporting information.
2. Step 2 – Escalation: If the initial review does not resolve the issue to your satisfaction, you may request escalation to a senior customer service manager. We will provide a final written response within 7 business days.
3. Step 3 – Chargeback Rights: If you believe a billing error has occurred and internal resolution has failed, you retain the right to contact your credit card issuer or bank to initiate a chargeback under applicable consumer protection laws. We ask that customers attempt to resolve issues directly with Piada before initiating a chargeback.
4. Step 4 – Consumer Protection Agencies: Customers may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact their state's Attorney General office for consumer protection assistance. Customers located in California may additionally exercise rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
5. Step 5 – Legal Recourse: If all other avenues have been exhausted, you may pursue legal remedies available under applicable federal and state law. Any disputes will be governed by the laws of the United States and the applicable state in which the transaction occurred.

12. Food Safety and Health Concerns

If you believe that a food item from Piada caused illness, injury, or an adverse health reaction, please:

• Seek medical attention immediately if you are experiencing a serious health issue.
• Contact your local health department to report the incident.
• Notify Piada as soon as possible at [email protected] so we can investigate and take appropriate corrective action.
• Preserve any remaining food items in a sealed container for potential testing.

Health and safety complaints are treated with the highest priority. Piada cooperates fully with all regulatory authorities including the U.S. Food and Drug Administration (FDA) and local health departments.

13. Policy Updates and Changes

Piada reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns regarding a recent order, please contact us using the details below. Our customer service team is available to assist you Monday through Friday, 9:00 AM – 6:00 PM (local time).