Refund Policy

Effective Date: June 25, 2026 | Last Updated: June 25, 2026

1. Introduction

At Papa Ginos, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that there may be occasions when an order does not meet your expectations, and we want to ensure that any concerns are handled promptly, fairly, and in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

This Refund Policy outlines the conditions under which refunds, exchanges, or credits may be issued, as well as the procedures you must follow to submit a refund request. Our goal is to be transparent and straightforward so you always know what to expect when dealing with a concern.

2. Eligibility Conditions for Refunds

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

• You received an incorrect item that was not what you ordered.
• Your order arrived in a condition that was significantly below acceptable food quality standards (e.g., undercooked, spoiled, or contaminated).
• Items were missing from your order and were charged on your receipt or invoice.
• Your order was never delivered within the expected delivery window and no satisfactory resolution was offered by our delivery partner.
• A duplicate charge or billing error occurred on your account.
• You experienced a technical error during checkout that resulted in an unintended purchase.

Refund requests that do not fall under the above categories may be reviewed on a case-by-case basis at the sole discretion of Papa Ginos management. We reserve the right to deny any request that does not meet the stated eligibility requirements.

3. Timeframes for Refund Requests

Timely reporting is essential when it comes to food-related complaints. Due to the perishable nature of our products, the following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and transactions are not eligible for refunds under any circumstances. These include, but are not limited to:

• Orders that have been partially or fully consumed, except in cases involving a verifiable food safety concern.
• Promotional or discounted items purchased under a limited-time offer, unless the item was defective or incorrect.
• Gift cards, loyalty points, or store credits once they have been redeemed or applied to a transaction.
• Delivery fees charged by third-party delivery platforms (these must be disputed directly with the respective platform).
• Custom or special-request orders that were prepared according to your specifications and delivered correctly.
• Orders where the dissatisfaction is based solely on personal taste preferences rather than a verifiable quality or accuracy issue.
• Catering deposits after preparation has commenced (see Cancellation Policy below).

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

Follow the steps below to submit a refund request with Papa Ginos:

1. Gather Your Order Information: Locate your order confirmation number, date of purchase, items ordered, and proof of payment (receipt or bank statement). If applicable, take clear photographs of any incorrect, missing, or quality-compromised items.
2. Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit our website at papaginosdining.click. Include your full name, contact information, order number, and a detailed description of the issue.
3. Submit Supporting Documentation: Attach any relevant photos, screenshots, or documents that support your claim. This helps us process your request more efficiently and accurately.
4. Await Acknowledgment: You will receive an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
5. Review and Decision: Our customer service team will evaluate your request and may follow up with additional questions. A final decision will be communicated to you within 5–7 business days of receiving your complete submission.
6. Refund Issuance: If your request is approved, the refund will be processed using the original payment method or as store credit, depending on your preference and the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your payment method:

Please note that while Papa Ginos processes refunds promptly upon approval, the actual time for funds to appear in your account is subject to your financial institution's policies and is beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Conditions that may result in a partial refund include:

• Only some items in the order were incorrect, missing, or of unsatisfactory quality.
• The order was partially consumed before the quality issue was identified.
• A promotional discount was applied to the original order, and the refund amount reflects only what was actually charged.
• A service fee or processing charge is non-recoverable and will be excluded from the refund total.
• The issue reported falls under partial responsibility of a third-party delivery provider.

The amount of any partial refund will be communicated clearly in our decision email, along with a breakdown of how the refund amount was calculated.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, direct item-for-item exchanges are generally not possible for delivery or online orders. However, the following options may be available:

• In-Store Dining: If you received an incorrect dish while dining in one of our locations, please notify your server or the manager immediately. In most cases, we will prepare the correct item at no additional charge.
• Delivery and Takeout Orders: If the incorrect item was delivered and is still in its original, unconsumed state, please contact us immediately. We may, at our discretion, arrange for the correct item to be redelivered or issue a store credit equivalent to the value of the incorrect item.
• Store Credit Option: In lieu of a cash refund, eligible customers may choose to receive store credit to be applied toward a future purchase at papaginosdining.click. Store credits do not expire and can be used on any menu item.

9. Cancellation Policy

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

9.1 Standard Online Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before preparation has begun.
• Once food preparation has started, cancellations are no longer accepted, and no refund will be issued.
• To cancel an order, please call us immediately or use the cancellation feature on our website at papaginosdining.click.

9.2 Scheduled and Pre-Orders

• Scheduled future orders may be cancelled up to 2 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made within 2 hours of the scheduled time may be subject to a 25% cancellation fee to cover preparation costs already incurred.

9.3 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours before the event will receive a 50% refund.
• Cancellations made less than 24 hours before the event are non-refundable, as ingredients and preparation resources will have already been committed.
• Deposits paid for catering orders are non-refundable once food preparation has commenced.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Papa Ginos provides a structured dispute resolution process to ensure your concerns are heard and addressed fairly.

Step 1: Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may submit a formal escalation request by emailing [email protected] with the subject line "Refund Dispute – Escalation Request." Please include your original case number and a written explanation of why you believe the initial decision was incorrect.

Step 2: Senior Management Review

Escalated disputes will be reviewed by a senior member of our management team within 5–7 business days. You will receive a written response detailing the outcome of this review and any revised resolution being offered.

Step 3: External Dispute Resolution

If you remain unsatisfied after our internal escalation process, you have the right to pursue the following options under applicable United States law:

• FTC Consumer Protection: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• State Consumer Protection Office: Depending on your state of residence, you may contact your state's consumer protection agency or attorney general's office for assistance.
• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to dispute the charge. Please note that initiating a chargeback without first attempting resolution through our internal process may result in restricted access to our services.
• Small Claims Court: For unresolved disputes involving amounts within your state's small claims threshold, you may pursue legal action through your local small claims court.

11. Chargebacks and Fraudulent Claims

Papa Ginos takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or exaggerated claims in order to obtain unwarranted refunds may have their account suspended and may be barred from placing future orders. We cooperate fully with financial institutions during chargeback investigations and reserve the right to provide order and transaction records to dispute fraudulent claims.

12. Changes to This Policy

Papa Ginos reserves the right to modify or update this Refund Policy at any time to reflect changes in our business practices, legal requirements, or operational needs. Any changes will be posted on our website at papaginosdining.click with the updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the information below. We are dedicated to responding to all inquiries promptly and professionally.