Refund Policy

At Piada, we are committed to delivering a high-quality dining experience and exceptional customer satisfaction. We understand that circumstances may arise where a refund or adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timeframes governing refund requests for orders placed through our website at cafe-piada.rest or directly at our establishment. Please read this policy carefully before placing your order.

1. General Overview

This Refund Policy applies to all food and beverage purchases, catering orders, online orders, and any other transactions processed through Piada. By placing an order with us — whether in person, by phone, or through our website — you acknowledge and agree to the terms set forth in this policy.

We take every complaint and refund request seriously. Our goal is to resolve all issues fairly, promptly, and in accordance with applicable United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• Your order was prepared incorrectly and does not match what was ordered or confirmed at checkout.
• You received a food item that was of substandard quality, spoiled, or otherwise unsafe for consumption.
• A confirmed allergen was present in your order despite a documented allergen request at the time of ordering.
• Your online order was charged but was never received, confirmed, or fulfilled.
• A duplicate charge occurred on your payment method for the same transaction.
• Your catering or advance order was canceled by Piada due to operational reasons beyond your control.
• You received an incomplete order — meaning items listed on your receipt or confirmation were missing.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request reasonable evidence, such as photographs of the item, your receipt, or order confirmation number, before processing a refund.

3. Timeframes for Refund Requests

To qualify for a refund, your request must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to review their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders that have been consumed in full or in part without a reported quality issue at the time of consumption.
• Custom or specially modified food items prepared to the customer's specific request (unless a preparation error occurred).
• Dissatisfaction based solely on personal taste preferences, when the item was prepared correctly as described on the menu.
• Promotional or discounted items, unless the item was defective or incorrect.
• Gift cards, loyalty credits, or promotional vouchers once redeemed or activated.
• Delivery fees charged by third-party delivery platforms (refund requests for these fees must be directed to the respective platform).
• Orders affected by circumstances outside Piada's reasonable control, such as extreme weather, natural disasters, or public emergencies.
• Catering orders canceled fewer than 48 hours before the scheduled event without a documented emergency.

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

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

1. Gather Your Information: Locate your order receipt, confirmation email, or transaction number. If applicable, take clear photographs of the item(s) in question.
2. Contact Us Directly: Reach out to our customer support team via email at [email protected] or visit us in person at our establishment. You may also visit our website at cafe-piada.rest for additional contact options.
3. Provide Required Details: Include the following in your communication:
   • Your full name
   • Order number or transaction reference
   • Date and time of purchase
   • A clear description of the issue
   • Supporting photos or documentation (if applicable)
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate refund, replacement, or credit.

6. Refund Processing Times by Payment Method

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

Please be aware that processing times are estimates and may vary depending on your financial institution. Piada is not responsible for delays caused by banks, card networks, or third-party payment processors.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You consumed a significant portion of the meal before reporting an issue.
• A discount, coupon, or promotional offer was applied to the original order, and the refund amount reflects the actual amount paid for the affected item(s).
• A catering order was partially delivered or only part of the service was not rendered.
• The issue relates to an add-on or optional item rather than the primary order.

The amount of any partial refund will be determined by our team based on a fair assessment of the circumstances presented.

8. Exchange Policy

Where possible and appropriate, Piada may offer an exchange or replacement as an alternative to a cash or card refund. Exchanges are subject to the following conditions:

• The replacement item must be of equal or lesser value to the original item ordered.
• Exchanges are available for in-store and pickup orders only — exchange for delivery orders will be handled on a case-by-case basis.
• Exchanges must be requested at the time of identifying the issue or within the applicable refund request window.
• We reserve the right to offer a store credit or replacement instead of a monetary refund where the issue can be promptly and reasonably resolved through an exchange.

If you prefer a monetary refund over an exchange, please indicate this clearly when submitting your request, and our team will evaluate your request accordingly.

9. Cancellation Policy

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

9.1 Standard Online and Phone Orders

If you need to cancel an order, please contact us as soon as possible. Orders that have already entered the preparation stage cannot be canceled. Cancellations made before preparation begins may be eligible for a full refund.

9.2 Advance and Pre-Paid Orders

• Canceled more than 48 hours in advance: Full refund issued.
• Canceled 24–48 hours in advance: 50% refund or full store credit may be offered at our discretion.
• Canceled fewer than 24 hours in advance: Refunds are generally not available unless exceptional circumstances apply.

9.3 Catering Orders

• Canceled more than 7 days before the event: Full refund, minus any non-recoverable preparation costs already incurred.
• Canceled 3–7 days before the event: Up to 50% refund, depending on costs already incurred.
• Canceled fewer than 72 hours before the event: No refund will be issued. Store credit may be offered at our sole discretion.

In the event that Piada must cancel your order due to unforeseen operational circumstances, you will receive a full refund or be offered a rescheduled fulfillment at no additional cost.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you may escalate the matter using the following process:

1. Internal Escalation: Contact our management team directly via email at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all prior correspondence and supporting documentation.
2. Review Period: Our management team will review the escalated dispute within 5 business days and provide a written response.
3. Chargeback Rights: If you believe you have been incorrectly charged or your issue has not been resolved, you have the right to contact your bank or credit card issuer to initiate a chargeback under applicable card network rules. We encourage you to attempt resolution with us directly before initiating a chargeback.
4. Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state consumer protection office if the matter is not resolved to their satisfaction.
5. Legal Recourse: Any disputes not resolved through the above channels shall be governed by the laws of the United States and the applicable state laws. We are committed to resolving all disputes in a fair and transparent manner.

11. Third-Party Delivery Platforms

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

• Refund and cancellation requests for orders placed through third-party platforms must be submitted directly to the respective platform, as they control the transaction.
• Piada is not responsible for refunds, delays, or errors related to third-party delivery services once the order has left our premises.
• Delivery fees, service fees, and tips charged by third-party platforms are non-refundable by Piada.
• If the issue relates to food quality at the time of preparation, please contact us directly at [email protected], and we will work with the platform to address the matter appropriately.

12. Allergen and Dietary Accommodations

We take allergen concerns very seriously. If you placed an order with a documented allergen request and received an item that did not honor that request, you may be entitled to a full refund or replacement. Please:

• Contact us immediately at [email protected].
• Retain the item if safe to do so, as it may be required for review.
• Seek medical attention if you have experienced any adverse reaction — your health is our priority.

Piada disclaims liability for cross-contamination that occurs despite reasonable precautions, but we are committed to addressing every allergen-related concern with the utmost care and urgency.

13. Modifications to This Policy

Piada reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafe-piada.rest. The date of the most recent revision will be indicated at the top of this page. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, questions regarding this policy, or any other customer service inquiries, please contact us using the information below:

Our customer support team is available to assist you and aims to respond to all inquiries within 1–2 business days. We are dedicated to ensuring every customer has a positive experience with Piada, and we appreciate your patience and understanding as we work to resolve any issues you may encounter.