Refund Policy

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

1. Overview

This Refund Policy applies to all purchases made through our website zupasrestaurant.click, including online orders, catering bookings, and any other food-related transactions processed through our platform. By placing an order with Zupas, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

We strive to ensure that every order meets our high standards of quality and accuracy. In the event that your order does not meet these standards, we encourage you to contact us as soon as possible so that we can make things right.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that differ significantly from what you ordered (wrong items, missing items, or incorrect customizations).
• Food Quality Issues: The food you received was spoiled, undercooked, or otherwise not fit for consumption due to an error on our part.
• Allergic Reactions or Mislabeling: If an allergen was present in your food despite our assurance that it would not be included, and you reported the issue promptly.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered through our delivery service.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Cancelled Orders by Zupas: If Zupas cancels your order for any reason, including unavailability of ingredients or operational issues.
• Significant Delay: Your order was delayed by an unreasonable amount of time beyond the estimated delivery or pickup window, and you no longer wish to accept it.

To be eligible for a refund, you must provide reasonable evidence of the issue, such as photographs of the incorrect or substandard food, your order confirmation number, and a description of the problem. Refund requests that cannot be substantiated may not be approved.

3. Timeframes for Refund Requests

Timeliness is important when submitting a refund request. The following timeframes apply:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis but are not guaranteed to result in a refund. We strongly encourage customers to contact us immediately upon discovering any issue with their order.

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after the food was already prepared.
• Food items that have been substantially consumed before a complaint is made (unless the issue was discovered only upon consumption, such as spoilage).
• Customization errors that were the result of incorrect information submitted by the customer during the ordering process.
• Delivery fees, convenience fees, and service charges, unless the order was not delivered or was cancelled by Zupas.
• Promotional or discounted items that were purchased as part of a limited-time offer, unless the item was defective or incorrect.
• Gift cards and store credit are non-refundable and non-transferable.
• Catering deposits that are non-refundable as specified at the time of booking.
• Orders where the customer was not available to receive a delivery after multiple contact attempts.

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

To request a refund, please follow the steps below:

1. Step 1 – Gather Your Information: Collect your order confirmation number, the date and time of your order, a description of the issue, and any supporting photographs or documentation.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at zupasrestaurant.click to submit a refund request form.
3. Step 3 – Provide Details: In your communication, clearly describe the nature of the issue and include all relevant evidence. The more detail you provide, the faster we can process your request.
4. Step 4 – Receive Acknowledgment: You will receive an acknowledgment of your request within 1 business day. Our team will review the information you have provided.
5. Step 5 – Review and Decision: Our customer support team will review your request within 3–5 business days. We may contact you for additional information if necessary.
6. Step 6 – Resolution: Once a decision has been made, we will notify you via email. If your refund is approved, it will be processed according to the payment method timelines outlined below. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is also dependent on your bank or financial institution. We recommend contacting your bank if you do not see the refund within the estimated timeframe after we have confirmed its processing.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only some items in your order were incorrect, missing, or of poor quality, while the remaining items were satisfactory.
• The food quality issue affected only part of your meal.
• A catering order was partially cancelled or modified after the non-refundable deposit was paid.
• A delivery was partially completed (e.g., some items were delivered correctly, while others were not).
• The customer contributed to the issue (e.g., provided incorrect delivery instructions), resulting in a shared responsibility outcome.

The amount of a partial refund will be determined based on the value of the items or portion of the order that was affected. Our customer support team will communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, Zupas does not offer direct item exchanges in the traditional retail sense. However, where possible and operationally feasible, we may offer the following alternatives:

• Replacement Order: If your order was incorrect or a significant quality issue is identified at the time of pickup or delivery, we may prepare and send a replacement order at no additional charge. This is subject to availability and operational capacity at the time of the request.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equivalent to the value of the affected items. Store credit can be applied to future orders through our website.
• Complimentary Items: For minor issues or inconveniences, we may offer complimentary items on your next visit or order as a gesture of goodwill.

All exchange-related decisions are made at the discretion of Zupas management, taking into account the nature and severity of the issue, as well as the feasibility of providing a replacement.

9. Cancellation Policy

9.1 Standard Online Orders

Standard food orders may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun. Once preparation has started, cancellations are not possible and no refund will be issued. To cancel an order, please contact us immediately via email at [email protected] or call us directly.

9.2 Catering and Large Group Orders

Catering and large group orders are subject to a separate cancellation timeline:

In cases where Zupas must cancel a catering order due to unforeseen circumstances, a full refund will be issued, including any deposits paid.

9.3 Scheduled or Pre-Ordered Meals

For scheduled or pre-ordered meals, cancellations must be made at least 24 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made less than 24 hours in advance may receive store credit only.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Zupas offers a structured dispute resolution process to ensure fairness and transparency:

1. Step 1 – Internal Escalation: Request that your case be escalated to a senior customer service representative or manager by replying to your original refund correspondence and stating that you wish to escalate your complaint.
2. Step 2 – Written Review: A manager will conduct a thorough review of your case within 5 business days and provide a written response with the final internal decision.
3. Step 3 – Mediation: If you remain unsatisfied after our internal review, both parties may agree to engage a neutral third-party mediator to resolve the dispute amicably before pursuing any legal action.
4. Step 4 – Chargeback Rights: You retain the right to dispute a charge with your credit card issuer or bank if you believe a charge was made in error. We ask that you contact us first to allow us the opportunity to resolve the matter directly.
5. Step 5 – Consumer Protection Agencies: Customers in the United States may also file complaints with the Federal Trade Commission (FTC) at ftc.gov or with their state's Attorney General office if they believe their consumer rights have been violated.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the information below. We aim to respond to all inquiries within 1 business day.

12. Policy Updates

Zupas reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at zupasrestaurant.click with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

If you have any questions about this Refund Policy or need clarification on any of the terms outlined herein, please do not hesitate to reach out to us at [email protected]. We are here to help and are committed to ensuring your satisfaction with every order you place through Zupas.

This Refund Policy was last updated on June 25, 2026, and is effective as of that date. © 2026 Zupas. All rights reserved.