Refund Policy

At Piada, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that situations may arise where a refund or replacement is necessary, and we have established this Refund Policy to ensure fairness, transparency, and customer satisfaction. Please read this policy carefully before placing an order.

By placing an order through our website meal-piada.click or through any other sales channel we operate, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC), as well as applicable state laws.

1. Our Commitment to Customer Satisfaction

We take pride in every item we prepare and deliver. Our goal is to ensure that each customer receives their order exactly as requested, fresh, and in excellent condition. If, for any reason, your experience does not meet your expectations, we want to hear from you and work toward a resolution that is fair and timely.

Refund requests are evaluated on a case-by-case basis. We reserve the right to make final determinations regarding refund eligibility based on the nature of the issue, the timing of the request, and the evidence provided.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food was spoiled, contaminated, undercooked, or otherwise unfit for consumption at the time of delivery.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time, rendering the food unsatisfactory.
• Allergic Reactions or Special Dietary Violations: You specifically indicated an allergy or dietary restriction at the time of ordering, and your order did not comply with those requirements.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Received: Your order was confirmed and paid for but never arrived and was not returned or cancelled by our team.

2.1 Conditions That Must Be Met

To be eligible for a refund, the following conditions generally must be satisfied:

• The refund request must be submitted within the applicable timeframe as described in Section 3 below.
• The issue must be reported in good faith with accurate and honest information.
• The order must have been placed directly through meal-piada.click or through an authorized channel operated by Piada.
• Proof of purchase or order confirmation must be provided upon request.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve issues related to food orders. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Situations

The following items, orders, and situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Customization requests that were accurately fulfilled but did not meet personal taste preferences.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Gift cards and store credits.
• Delays caused by circumstances outside our reasonable control, including severe weather, natural disasters, or third-party delivery service disruptions.
• Issues arising from incorrect delivery information provided by the customer.
• Food items that have been partially or fully consumed prior to the refund request, unless the quality issue is evident.
• Orders placed through third-party platforms or apps not affiliated with meal-piada.click — in such cases, refund requests must be directed to that platform.

5. How to Request a Refund

Follow these steps to submit a refund request:

1. Gather Your Information: Locate your order confirmation email, order number, and any relevant documentation such as photos of the incorrect or unsatisfactory items.
2. Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: meal-piada.click
3. Provide Details: In your message, include the following:
   • Full name and contact information
   • Order number and date of purchase
   • Description of the issue
   • Photos or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Review Process: Our team will review your request and may follow up for additional information. We aim to respond to all refund inquiries within 2 business days.
5. Resolution: Once your request is approved, we will process your refund, issue a replacement, or provide store credit as agreed. You will receive a confirmation once the resolution has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that processing times are estimates. Actual timing may vary depending on your financial institution. Piada is not responsible for delays caused by banks or payment processors after the refund has been issued from our end.

7. Partial Refunds

In certain circumstances, only a partial refund may be granted. These situations include, but are not limited to:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer consumed part of the order before identifying an issue.
• The issue reported affects only one item in a multi-item order.
• A discount, coupon, or promotional credit was applied at the time of purchase — in such cases, the refund will reflect the actual amount paid.
• Delivery fees and service charges may be non-refundable unless the entire order qualifies for a full refund.

Partial refunds are issued at the discretion of Piada's customer service team after a thorough review of the claim and supporting evidence.

8. Exchange and Replacement Policy

In many cases, especially for food quality or order accuracy issues, we may offer a replacement or re-delivery rather than a monetary refund. This is often the fastest and most practical resolution for perishable food items.

Replacements are subject to the following conditions:

• The replacement request must be made within the eligible timeframe (see Section 3).
• Replacement items will be the same as the original order, or an agreed-upon equivalent if the original item is unavailable.
• Replacements are subject to our current operating hours and delivery availability.
• We reserve the right to offer store credit in lieu of a replacement if re-delivery is not operationally feasible.

If you prefer a refund over a replacement, please indicate this clearly when contacting us, and we will evaluate your request accordingly.

9. Cancellation Policy

Due to the nature of food preparation, our ability to cancel an order after it has been placed is limited. Please review the following cancellation guidelines:

9.1 Before the Order Is Prepared

If you need to cancel an order, please contact us immediately at [email protected]. Cancellations made before the order enters preparation may be eligible for a full refund. We cannot guarantee cancellation at this stage, as orders may begin preparation very shortly after placement.

9.2 During or After Preparation

Once an order has entered the preparation stage, cancellations are generally not possible. If the order has already been prepared or dispatched for delivery, a full refund will not be issued for a change-of-mind cancellation.

9.3 Cancellations Due to Our Error

If Piada must cancel an order for any reason — including ingredient unavailability, operational issues, or technical errors — you will receive a full refund to your original payment method within the processing timeframe outlined in Section 6, along with a notification explaining the reason for cancellation.

9.4 Catering and Pre-Orders

For catering orders or large pre-orders, a separate cancellation policy may apply. Please contact us directly to discuss the terms applicable to your specific order. Generally, cancellations for catering orders must be made at least 48 hours in advance to be eligible for a full refund.

10. Dispute Resolution Process

If you believe your refund request was unfairly denied or you are dissatisfied with the resolution offered, we encourage you to follow the dispute resolution process outlined below:

1. Internal Review Request: Contact our customer service team at [email protected] and request an escalated review. Provide all relevant documentation, your order number, and a clear explanation of your concern. We will conduct an internal review and respond within 5 business days.
2. Mediation: If the matter is not resolved through our internal process, both parties may agree to engage in informal mediation before pursuing any formal legal action.
3. Consumer Protection Agencies: You have the right to file a complaint with the U.S. Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection agency if you believe your consumer rights have been violated.
4. Chargeback Rights: Nothing in this policy limits your rights to dispute a charge with your credit card issuer or bank in accordance with applicable law. However, we encourage customers to contact us first so we can attempt to resolve the issue directly and promptly.

11. Chargebacks and Fraudulent Claims

While we fully respect customers' rights to dispute charges, we take fraudulent refund claims seriously. Submitting a chargeback or refund request based on false information may result in the termination of your account and may be reported to relevant authorities as required by law. We maintain detailed records of all orders, transactions, and communications for this purpose.

If you have a legitimate concern, we strongly encourage you to reach out to us directly before initiating a chargeback. In many cases, we can resolve the matter faster and more effectively than through a bank dispute process.

12. Policy Updates

Piada reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at meal-piada.click. We encourage customers to review this policy periodically. Continued use of our services after any changes have been posted constitutes acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer service team is available to assist you and will respond as promptly as possible.

This Refund Policy was last updated on June 9, 2026, and is effective as of the same date. It applies to all orders placed through meal-piada.click and is subject to applicable United States federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC).