Refund Policy

At Papa Gino's, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that there are occasions when an order may not meet your expectations, and we want to make the refund and resolution process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

1. General Policy Overview

This Refund Policy applies to all orders placed through our website at papaginos.digital, through our mobile application, over the phone, or directly at our locations across the United States. By placing an order with Papa Gino's, you acknowledge and agree to the terms outlined in this policy. Our goal is to resolve any issues fairly, promptly, and in compliance with applicable consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

2. Eligibility Conditions for Refunds

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

• ✅ You received an incorrect item that does not match what you ordered.
• ✅ Your order arrived in a condition that was clearly unsatisfactory (e.g., spoiled, improperly cooked, or contaminated).
• ✅ Your order was never delivered despite a confirmed delivery window.
• ✅ A significant part of your order was missing upon delivery or pickup.
• ✅ You were charged an incorrect amount or charged more than once for the same order.
• ✅ Your order was cancelled by Papa Gino's due to operational constraints or unavailability of items.

3. Timeframes for Refund Requests

To ensure that your concern is addressed properly, all refund requests must be submitted within the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund. However, we reserve the right to make exceptions at our discretion in cases of extenuating circumstances. We encourage you to contact us as soon as you become aware of any issue with your order.

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten without reported issues at the time of consumption.
• Custom or specially prepared orders where the customer provided incorrect specifications during the ordering process.
• Promotional or discounted items offered as part of a limited-time deal, unless there is a verifiable quality or fulfillment issue.
• Delivery fees charged by third-party delivery platforms (such as DoorDash, Grubhub, or Uber Eats), as those are governed by the respective platform's policies.
• Tips or gratuities voluntarily added at checkout.
• Gift cards or promotional credits once they have been redeemed or used toward a purchase.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Requests made after the stated timeframes outlined in Section 3 above, unless exceptional circumstances apply.

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

Follow these steps to submit a refund request with Papa Gino's:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, financial institutions and third-party payment processors may have their own clearing timelines that are beyond our control. If you have not received your refund within the timeframe listed above, please first check with your bank or payment provider before contacting us.

7. Partial Refunds

In certain situations, Papa Gino's may issue a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was missing or incorrect, while the remaining items were delivered as expected.
• A food quality issue affected only one item in a multi-item order.
• The customer consumed a portion of the order before discovering the issue.
• A discount, promotional offer, or loyalty credit was applied to the original order.
• Delivery fees or service charges are not included in a refund for a food quality issue (since the delivery service was rendered).

The amount of any partial refund will be calculated based on the price of the affected items, excluding any fees and charges that were properly incurred. Our customer support team will communicate the exact refund amount to you before processing.

8. Exchange Policy

In many cases, Papa Gino's may offer to re-prepare and re-deliver or provide an in-store exchange for an incorrect or unsatisfactory item rather than issuing a monetary refund. This option is subject to the following conditions:

• The exchange request must be made within the same timeframe applicable to refund requests (see Section 3).
• The item must be available on our current menu at the time of the exchange request.
• Exchanges for delivery orders may be subject to an additional delivery window depending on availability and location.
• For in-store purchases, exchanges may be facilitated directly at the location where the original order was placed.

If an exchange is not feasible due to item availability, operational constraints, or customer preference, a refund will be offered as an alternative.

9. Cancellation Policy

We understand that plans can change. Here is how cancellations are handled:

9.1 Customer-Initiated Cancellations

If you wish to cancel an order, please do so as quickly as possible. Once an order has entered the preparation stage in our kitchen, cancellation may no longer be possible. The following guidelines apply:

• Before preparation begins: Full refund issued without any cancellation fee.
• During preparation: Cancellation may not be accepted. If accepted at our discretion, a partial refund or store credit may be offered.
• After dispatch for delivery: Orders cannot be cancelled once they have left our premises for delivery.

To cancel an order, please contact us immediately at [email protected] or visit papaginos.digital with your order number and request to cancel.

9.2 Papa Gino's-Initiated Cancellations

In rare circumstances, Papa Gino's may need to cancel your order due to unforeseen operational issues, ingredient unavailability, or technical problems. In such cases, you will be notified as quickly as possible, and a full refund will be processed automatically to your original payment method within the timeframe specified in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request, Papa Gino's is committed to resolving disputes in a fair and timely manner. We encourage customers to follow the steps below before pursuing any formal legal action:

Step 1: Internal Escalation

Contact our customer service team and request that your case be escalated to a supervisor or senior customer support representative. Please provide all prior correspondence, your order details, and the reason for your dissatisfaction. We will review escalated cases within 3–5 business days.

Step 2: Written Formal Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint to us by email at [email protected]. Please mark your email with the subject line: "Formal Refund Dispute — [Your Order Number]". We will respond in writing within 7 business days.

Step 3: Third-Party Mediation

If we are unable to resolve the dispute through internal processes, both parties agree to explore good-faith mediation through a mutually agreed-upon third-party mediator before pursuing litigation.

Step 4: Consumer Protection Agencies

Customers also have the right to file a complaint with the following regulatory bodies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or consumer protection division.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact Papa Gino's directly before initiating a chargeback with their bank or credit card provider. In many cases, we can resolve the issue far more quickly than a formal chargeback process. If a chargeback is initiated without prior contact with our support team, we reserve the right to provide documentation to the relevant financial institution to dispute the chargeback if we believe the original charge was valid.

Initiating a chargeback for a legitimate order does not constitute a refund request under this policy and may affect your ability to place future orders with Papa Gino's.

12. Modifications to This Policy

Papa Gino's reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at papaginos.digital with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, and complaints, please contact us using the details below. Our customer support team is happy to assist you: