Refund Policy

Last Updated: June 25, 2026

1. Introduction

Welcome to Piada Kitchen, accessible at piadakitchen.rest. We take pride in delivering fresh, high-quality food products 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 have established this Refund Policy to address those situations fairly and transparently.

This policy governs all purchases made through our website, mobile ordering platform, in-person at our location, or through any authorized third-party delivery partner. By placing an order with Piada Kitchen, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC).

For any questions regarding this policy, please contact us at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to have a satisfying experience with Piada Kitchen. Refund requests may be considered under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong ingredients, wrong dish, or missing items).
• Food Quality Issues: The food received is spoiled, undercooked, overcooked, or otherwise not fit for consumption.
• Allergic Reactions or Ingredient Errors: You specifically requested the omission of certain allergens or ingredients and your order was prepared incorrectly, posing a health risk.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered and cannot be located by our team or delivery partner.
• Significant Delay: Your order was delivered significantly beyond the estimated delivery time as communicated at checkout, to the extent that the food quality was materially affected.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.

All refund requests are subject to review and verification by our customer service team. Piada Kitchen reserves the right to request photographic evidence or other documentation to verify a claim before approving a refund.

3. Timeframes for Refund Requests

To ensure that all claims can be properly reviewed and verified, the following timeframes apply to refund requests:

Refund requests submitted outside of these timeframes may not be honored. We encourage you to inspect your order promptly upon receipt. Late submissions will be evaluated on a case-by-case basis, and Piada Kitchen reserves the right to deny requests received beyond the specified windows.

4. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following are generally non-refundable:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order, as food products are perishable and prepared specifically for your order.
• Partially Consumed Orders: Items that have been substantially consumed will not be considered for a full refund unless a legitimate quality issue is identified.
• Customized Orders Correctly Prepared: If you requested specific customizations and the order was prepared exactly as requested, no refund will be issued for dissatisfaction with your own customization choices.
• Promotional and Discounted Items: Items purchased through special promotions, limited-time offers, or discount codes may be subject to different refund terms as disclosed at the time of purchase.
• Gift Cards and Store Credit: Purchased gift cards and issued store credits are non-refundable and non-transferable for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms or couriers are not controlled by Piada Kitchen and are subject to those platforms' own refund policies.
• Service Fees and Platform Charges: Any applicable service fees or convenience fees collected at checkout are non-refundable unless the refund is due to our error.

5. How to Request a Refund

If you believe your order qualifies for a refund, please follow these steps to submit your request:

1. Document the Issue: Before contacting us, take clear photos or videos of the problem — this includes incorrect items, missing products, packaging issues, or quality concerns. Documentation greatly speeds up the review process.
2. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items ordered, and the payment method used. This information is found in your confirmation email.
3. Contact Piada Kitchen: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: piadakitchen.rest
4. Submit Your Claim: Provide a clear description of the issue, your order number, contact information, and attach any relevant photos or documentation.
5. Await Confirmation: Our team will acknowledge receipt of your request within 1 business day and will begin reviewing your claim.
6. Resolution Communication: Once our review is complete (typically within 3–5 business days), we will notify you of our decision via email and explain any approved refund amount, store credit offer, or alternative resolution.

Please note that submission of a refund request does not guarantee approval. All claims are evaluated based on the information and evidence provided.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to receive your funds depends on your original payment method. Please refer to the following guide:

Piada Kitchen is not responsible for any delays caused by your financial institution, card issuer, or third-party payment processors. If you have not received your refund within the stated timeframe, please first check with your bank or card provider before contacting us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the rest was prepared and delivered accurately.
• The food quality issue affected only specific items in your order and not the entire purchase.
• The order was delivered late, but the food was still reasonably consumable and only a partial compensation is warranted.
• You request a refund for an order that was partially consumed, with a documented quality issue identified for the remaining portion.
• A discount, coupon, or promotion was applied to the original order, in which case the refund amount will be proportionally adjusted.

The amount of any partial refund will be determined by Piada Kitchen based on the nature and extent of the issue. We will communicate the approved partial refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of our food products, we generally do not offer direct item exchanges in the traditional sense. However, in appropriate cases, we may offer the following alternatives:

• Replacement Order: If your order was prepared incorrectly or contained an error on our part, we may offer to prepare and deliver (or make available for pickup) a replacement item or order at no additional charge, subject to operational availability.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equal to the value of the affected items, which can be applied toward a future order at Piada Kitchen.
• Menu Substitution: If a specific item is unavailable, we will notify you before confirming your order and may offer a suitable substitution upon your approval.

Exchanges and replacements are offered at the sole discretion of Piada Kitchen and are subject to availability, operating hours, and verification of the qualifying issue.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed. As a result, our cancellation window is limited. Please review the following cancellation terms:

9.1 Online and Mobile Orders

• Orders may be cancelled and fully refunded if the cancellation request is submitted within 5 minutes of order placement, provided preparation has not yet begun.
• Once an order has entered the preparation stage, it cannot be cancelled, and no refund will be issued for cancellation.
• To cancel an order, contact us immediately via email at [email protected] with your order number and cancellation request.

9.2 In-Store Orders

• In-store orders placed at the counter are processed immediately and cannot be cancelled once payment is made, unless a clear error occurred on our part.

9.3 Catering and Group Orders

• Catering and large group orders may have separate cancellation terms specified at the time of booking. Please refer to your catering agreement or contact us for details.
• In general, catering orders cancelled more than 48 hours in advance may be eligible for a full refund. Cancellations made within 48 hours of the event may be subject to a partial cancellation fee to cover preparation and ingredient costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Piada Kitchen offers the following dispute resolution process:

1. Step 1 – Internal Appeal: Contact our customer service team at [email protected] and request that your case be escalated to a supervisor or manager. Provide any additional information or evidence that supports your claim. We will respond within 5 business days.
2. Step 2 – Written Complaint: If the internal appeal does not resolve the matter to your satisfaction, you may submit a formal written complaint to our team via email, requesting a final internal review. This review will be conducted within 10 business days.
3. Step 3 – External Resolution Options: If you remain unsatisfied after exhausting our internal process, you may pursue the following external options:
   • File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe unfair or deceptive trade practices occurred.
   • Contact your state's Attorney General's Consumer Protection Division for assistance.
   • If applicable, dispute the charge with your credit card issuer or financial institution under applicable chargeback rights.
   • Pursue resolution through binding arbitration or small claims court as permitted by applicable law.

We are committed to resolving all legitimate concerns fairly and in good faith. We encourage you to reach out to us directly before pursuing external action, as most issues can be resolved efficiently through direct communication.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you may have additional rights under applicable federal and state law. The FTC Act prohibits unfair or deceptive business practices, and we are committed to compliance with all applicable regulations. If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) related to your personal data used in connection with your order. Please refer to our Privacy Policy at piadakitchen.rest for more information on your data rights.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable consumer protection laws.

12. Policy Updates

Piada Kitchen reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised terms.

13. Contact Information

For all refund requests, inquiries, or concerns related to this policy, please contact us using the information below. Our customer service team is happy to assist you: