Refund Policy

At Papa Gino's, we are committed to delivering high-quality food and a satisfying customer experience. We understand that there are times when an order may not meet your expectations, and we have established this Refund Policy to address such situations in a fair, transparent, and timely manner. Please read this policy carefully before placing an order through our website at food-papaginos.digital.

1. Overview

This Refund Policy applies to all food orders, catering requests, and any other purchases made through Papa Gino's website or affiliated ordering platforms. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and any changes will be posted on this page with a revised effective date.

Our refund and return practices are governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.), as well as relevant state-level statutes governing food service businesses.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what was ordered (wrong items, missing items, or incorrect customizations).
• Food Quality Issues: The food received was of unsatisfactory quality, including being undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Damaged or Tampered Packaging: The order arrived with visibly damaged or tampered packaging that compromised the safety or integrity of the food.
• Failure to Deliver: Your order was confirmed and paid for but was never delivered within the estimated delivery window with no reasonable explanation provided.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge was made to your payment method without your authorization.

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the timeframe described in Section 3 of this policy.
• You must provide proof of purchase (order confirmation number, receipt, or email confirmation).
• The issue must be clearly described, and supporting evidence (such as photographs of the incorrect or damaged food) may be required.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund but will still be reviewed on a case-by-case basis at Papa Gino's discretion.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address at the time of checkout.
• Orders that were delivered on time and accurately but the customer was unavailable to receive them.
• Food items that have been substantially consumed and for which a quality complaint is raised after more than 50% of the item has been eaten.
• Promotional items, free add-ons, or complimentary products included with an order.
• Delivery fees, in cases where the delivery was successfully completed.
• Service fees or convenience charges applied during the ordering process.
• Catering orders cancelled with less than 48 hours' notice (unless due to an emergency, at our discretion).
• Customization errors resulting from inaccurate information provided by the customer during the ordering process.

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

If you believe you are entitled to a refund, please follow the steps outlined below:

1. Gather Your Information: Have your order confirmation number, proof of payment, and a clear description of the issue ready. If applicable, take photographs of the incorrect or damaged food items.
2. Contact Our Support Team: Reach out to Papa Gino's customer support using one of the following methods:
   • Email: [email protected]
   • Website: food-papaginos.digital
3. Submit Your Request: Provide your full name, order number, date of the order, a detailed description of the issue, and any supporting photos or documentation.
4. Receive Acknowledgment: You will receive a confirmation email acknowledging receipt of your refund request within 1–2 business days.
5. Review Process: Our customer service team will review your claim. We may reach out for additional information or clarification. The review process typically takes 3–5 business days.
6. Refund Decision: Once a decision has been made, you will be notified by email. If approved, your refund will be processed according to the timeframes listed in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. Papa Gino's is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder was delivered accurately.
• Some items in your order were of acceptable quality while others were not.
• A catering order is partially cancelled, with some components already prepared or delivered.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will reflect the net amount paid.
• The customer contributed to the issue (e.g., partial incorrect customization details were provided).

The specific amount of a partial refund will be determined by our customer service team based on a fair assessment of the circumstances. We strive to ensure that all partial refund decisions are reasonable and proportionate to the issue experienced.

8. Exchange Policy

Due to the perishable nature of food products, Papa Gino's does not offer traditional exchanges in the same way that retail stores do. However, in situations where an incorrect item was delivered, we may offer the following alternatives:

• Replacement Order: If operationally feasible, we may dispatch a replacement of the correct item at no additional cost. This option is subject to availability and delivery timing.
• Store Credit: If a replacement is not possible, we may issue store credit equivalent to the value of the affected item(s) for use on a future order.
• Full or Partial Refund: Where neither a replacement nor store credit is acceptable to the customer, a refund will be processed in accordance with the terms of this policy.

Exchange or replacement requests must be submitted within 24 hours of receiving the original order and are subject to our team's review and approval.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines below:

9.1 Standard Orders

Once an order has been submitted and confirmed, our kitchen team begins preparation immediately. As a result, cancellations are only accepted within a very limited window:

• Cancellations must be requested within 5 minutes of placing the order for a full refund.
• If your order has already entered the preparation stage, cancellation may not be possible and a refund may not be issued.
• Delivery orders that are already in transit cannot be cancelled.

9.2 Catering and Large Orders

For catering orders and large group orders, the following cancellation terms apply:

• More than 48 hours before the event: Full refund issued.
• Between 24 and 48 hours before the event: 50% refund issued; the remaining 50% will be converted to store credit.
• Less than 24 hours before the event: No refund will be issued, as preparations will have already begun.

9.3 Scheduled/Pre-Orders

If you have placed a scheduled or pre-order, you may cancel up to 2 hours before the scheduled preparation time for a full refund. Cancellations after this window are subject to the catering cancellation terms above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following escalation process:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request escalation to a senior member of our customer service team by clearly stating in your email that you wish to escalate the matter. We will acknowledge escalated complaints within 2 business days and provide a final decision within 10 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. Under the Fair Credit Billing Act (FCBA), you may dispute billing errors with your credit card company. We recommend attempting to resolve the issue directly with us before initiating a chargeback, as this is typically a faster and simpler process.

10.3 Consumer Protection Agencies

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

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General Office or Consumer Protection Division
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state law. Any unresolved disputes may be subject to binding arbitration in accordance with the terms outlined in our Terms of Service.

11. Fraud Prevention

Papa Gino's takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or repeated fraudulent refund claims may have their account suspended and may be subject to further legal action as permitted by applicable law. We reserve the right to deny refund requests that we reasonably believe are fraudulent or made in bad faith.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the details below. We are here to help and will do our best to resolve your concern promptly and fairly.

When contacting us, please include:

• Your full name
• Order confirmation number
• Date and time of the order
• A clear description of the issue
• Any photographs or supporting documentation

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time). We endeavor to respond to all refund inquiries within 1–2 business days.