Refund Policy

At Papa Ginos, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order with us — whether in-store, online, or by phone — you agree to the terms described in this policy.

1. Our Commitment to Customer Satisfaction

Papa Ginos takes pride in the quality and freshness of every item we serve. If your experience does not meet your expectations due to an error on our part, a quality issue, or a delivery problem, we encourage you to reach out to us promptly. Our team is dedicated to making things right in a fair and timely manner.

We evaluate all refund and complaint requests on a case-by-case basis in accordance with this policy and applicable consumer protection laws under the Federal Trade Commission (FTC) Act and relevant state regulations governing food service businesses in the United States.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• The order received was incorrect (wrong items, missing items, or wrong quantities).
• The food item was of poor quality, spoiled, or not prepared to the described standard.
• The order was not delivered within a reasonable timeframe and was not received by the customer.
• A technical error during an online or phone transaction resulted in a duplicate charge.
• The order was canceled before preparation began (see Section 8: Cancellation Policy).
• An allergenic ingredient was included despite a documented special request or allergy notation at the time of ordering.

Refund requests that do not fall under these conditions may be reviewed at our discretion. We reserve the right to request supporting evidence (such as photographs of the item or order confirmation details) to process a refund request appropriately.

2.1 Conditions That Do Not Qualify for a Refund

Refunds will generally not be issued in the following situations:

• The customer simply changed their mind after the order was prepared.
• The customer ordered the wrong item by mistake and the item was prepared correctly as described on the menu.
• The complaint is made more than 24 hours after receiving the order (unless extenuating circumstances apply).
• Dissatisfaction with portion sizes that are consistent with menu descriptions.
• Preference-based complaints (e.g., personal taste preferences not related to food quality).
• Promotional or discounted items purchased as part of a limited-time offer (refunds on these items are limited to store credit).

3. Timeframes for Refund Requests

To ensure your refund request is processed efficiently, please adhere to the following timeframes:

Requests submitted after the applicable timeframe may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Gift cards and promotional vouchers: These are non-refundable and non-transferable once purchased.
• Delivery fees: Third-party delivery fees are non-refundable unless the non-delivery is confirmed to be our fault or the fault of our delivery partner.
• Service charges and taxes: These amounts are non-refundable as they are remitted to the relevant government authorities.
• Custom or specialty orders: Items prepared based on specific customer customizations are non-refundable unless a preparation error occurred.
• Consumed items: Items that have been substantially consumed are not eligible for a refund.
• Catering deposits: Deposits made for catering orders are non-refundable once the preparation process has commenced.

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

To submit a refund request, please follow these steps:

1. Contact Us: Reach out to our customer support team within the applicable timeframe (see Section 3). You may contact us via:
   • Email: [email protected]
   • Website: cafe-papaginos.rest
2. Provide Your Order Information: Include the following details in your request:
   • Full name used at the time of order
   • Order number or receipt number
   • Date and time of the order
   • Method of ordering (in-store, online, phone)
   • Description of the issue
3. Submit Supporting Evidence (if applicable): Photographs or videos of the issue (e.g., incorrect item, quality problem) significantly help our team review your request faster and more accurately.
4. Await Confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt.
5. Review and Decision: We will review your request and notify you of our decision within 3–5 business days. If your refund is approved, we will initiate the refund using your original payment method or offer an alternative resolution.
6. Receive Your Refund: Once approved, refunds will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of the order was incorrect or of poor quality, while the remainder was satisfactory.
• A missing item from a larger order warrants a refund only for the value of the missing item.
• The customer partially consumed a meal before identifying the issue, and the complaint relates only to a specific component of the order.
• A delivery was significantly delayed but ultimately received, in which case a partial refund or discount credit may be offered as a goodwill gesture.
• Promotional items included in a bundle — the refund amount will reflect only the proportional value of the affected item within the bundle pricing.

The decision to offer a partial refund is made at the discretion of Papa Ginos management after reviewing the details of the request. We aim to ensure that all partial refund decisions are fair and reasonable.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to balance customer flexibility with the operational realities of a food service business:

8.1 Online and Phone Orders

• Before preparation begins: Orders canceled before our kitchen begins preparation are fully refundable.
• After preparation has begun: Once an order has entered the preparation stage, cancellations are generally not accepted. In exceptional circumstances, store credit may be offered at our discretion.
• Delivery orders already dispatched: Orders that have already been dispatched for delivery cannot be canceled.

8.2 Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled order time: Full refund of any deposit paid.
• Cancellations made 24–48 hours before the scheduled order time: 50% of the deposit will be refunded.
• Cancellations made less than 24 hours before the scheduled order time: No refund on the deposit. The full order amount may be charged if significant preparation has already commenced.

To cancel an order, please contact us immediately via email at [email protected] or through our website at cafe-papaginos.rest.

9. Exchange Policy

Papa Ginos is happy to arrange item exchanges under the following conditions:

• The item received was incorrect compared to what was ordered.
• The replacement item is available and can be prepared promptly.
• The original item is returned uneaten or substantially uneaten (for in-store orders).
• For delivery orders, photographic evidence of the incorrect item will be required for an exchange or replacement to be processed.

Exchanges are subject to availability. If the requested replacement item is unavailable, a refund for the value of the affected item will be issued instead. Exchanges must be requested within the same timeframes as refund requests (see Section 3).

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, you have the right to escalate the matter. We encourage open communication and will make every effort to resolve disputes amicably.

10.1 Internal Escalation

If your initial request is not resolved to your satisfaction, you may request a review by our senior management team. Please send your escalation request to [email protected] with the subject line "Refund Escalation Request" and include your original request details and order number. Our management team will respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute unauthorized or incorrect charges directly with your credit card company or bank. This right is protected under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). However, we kindly ask that you contact us first to resolve any issues before initiating a chargeback, as this allows us to address the matter efficiently without administrative delays.

10.3 Consumer Protection Agencies

You may also contact the following consumer protection bodies if you believe your complaint has not been adequately addressed:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Department of Consumer Affairs or equivalent regulatory body.

11. Changes to This Refund Policy

Papa Ginos reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon publication on our website. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the details below:

This Refund Policy was last updated on June 14, 2026, and is effective as of that date. This policy is governed by the laws of the United States and applicable state regulations. Papa Ginos complies with all applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, the Fair Credit Billing Act (FCBA), and the Electronic Fund Transfer Act (EFTA).