Refund Policy

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

1. Overview

Piada Kitchen operates through its website piadakitchen.click and offers food products and related services to customers across the United States. Because food items are perishable and time-sensitive by nature, our refund policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and, where applicable, the California Consumer Privacy Act (CCPA/CPRA).

We take every complaint and refund request seriously. Our goal is not only to resolve issues promptly but also to improve our service based on customer feedback. If you are unsatisfied with your order for any reason, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

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

• You received an incorrect item that does not match your order confirmation.
• Your food order arrived in an unsatisfactory condition (e.g., spoiled, damaged, contaminated, or improperly prepared).
• Your order was not delivered within the estimated delivery window and no reasonable explanation was provided.
• A double charge or billing error occurred on your payment method.
• Your order was canceled by Piada Kitchen due to operational issues, ingredient unavailability, or technical failures.
• An allergen or dietary restriction you clearly indicated at the time of ordering was not honored, resulting in a health risk or significant inconvenience.

Refunds will not be granted under the following circumstances:

• You simply changed your mind after the order was confirmed and preparation began.
• You failed to pick up an order during the designated pickup window without prior notice.
• The food item was consumed in full or partially consumed, and you later decided it did not meet personal taste preferences.
• You provided an incorrect delivery address and the order could not be completed as a result.
• The refund request is submitted beyond the eligible time window described in Section 3 below.

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Given the perishable nature of our products, we ask that all refund requests be submitted as soon as possible after the issue is identified. The following timeframes apply:

Requests submitted outside of these windows may not be eligible for a refund. However, we will review each situation individually and at our sole discretion may consider late requests in extenuating circumstances.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Fully consumed food orders: If a food item has been entirely consumed, it cannot be refunded unless there is documented evidence of a health or quality issue.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discounts are non-refundable unless a verified quality issue exists.
• Delivery fees: Delivery charges are non-refundable once an order has been dispatched, unless the delivery was never completed.
• Service fees and platform charges: Any third-party service or platform fees associated with your order are non-refundable by Piada Kitchen and must be addressed with the respective third-party provider.
• Custom or special preparation requests: Meals prepared with unique customizations at the customer's request are non-refundable based on personal preference.
• Gift cards and store credit: Digital or physical gift cards are non-refundable and cannot be exchanged for cash once issued.

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

Requesting a refund from Piada Kitchen is a straightforward process. Please follow the steps below:

1. Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at piadakitchen.click within the applicable timeframe for your issue type (see Section 3).
2. Provide Your Order Details: Include your full name, order number, the date and time of your order, and the email address used to place the order. This allows us to locate your transaction quickly.
3. Describe the Issue Clearly: Explain in detail what went wrong with your order. Be as specific as possible — include the item(s) affected, the nature of the problem, and how it impacted your experience.
4. Submit Supporting Evidence: Where possible, attach photos or videos of the food item in question (e.g., showing damage, incorrect item, or packaging issue). Visual evidence significantly speeds up our review process.
5. Receive Acknowledgment: Our customer support team will acknowledge your refund request within 1–2 business days via the email address you provided.
6. Review and Decision: Our team will review all submitted information and make a determination within 3–5 business days. We may follow up with additional questions if needed.
7. Refund Issuance: If your request is approved, the refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Piada Kitchen, the time it takes to reflect in your account depends on your original payment method:

Please note that while Piada Kitchen processes refunds promptly upon approval, processing times can vary depending on your financial institution. We are not responsible for delays caused by banks or payment processors. If you have not received your refund after the expected timeframe, please contact your bank or payment provider first before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was affected by a quality issue (e.g., one item out of several was incorrect or damaged).
• You partially consumed a meal before discovering an issue, and the remaining portion was inedible or unsatisfactory.
• A discount, coupon, or promotional credit was applied to your original order, and the refund is adjusted accordingly.
• The refund request covers only a specific item rather than the full order.
• We determine that the issue was partially caused by customer error (e.g., incorrect customization input during ordering).

In all partial refund cases, our customer support team will clearly communicate the approved refund amount and the reason for the partial determination before processing.

8. Exchange Policy

Due to the nature of our food products, direct exchanges (swapping one item for another on the same order) are generally not possible once an order has been prepared. However, we do offer the following alternatives in cases of legitimate quality issues or order errors:

• Replacement Order: In cases where your order contained incorrect items, we may offer to prepare and deliver or provide for pickup a replacement order at no additional charge, subject to availability and proximity.
• Store Credit: We may offer store credit equivalent to the value of the affected item(s), redeemable on a future order at piadakitchen.click.
• Complimentary Item: In select cases, we may offer a complimentary item on your next order as a goodwill gesture.

Exchanges or replacements are offered at the sole discretion of Piada Kitchen and are not guaranteed in all circumstances. Any offer of an exchange does not waive your right to request a monetary refund if you prefer.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to balance customer flexibility with the operational demands of fresh food preparation:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen begins preparation, you are entitled to a full refund. Please contact us immediately at [email protected] after placing your order.
• After preparation begins but before dispatch: Cancellations at this stage may be eligible for a partial refund or store credit, as ingredients and labor have already been committed.
• After the order has been dispatched for delivery: Cancellations are not accepted once the order is in transit. Please wait to receive your order and contact us afterward if there is an issue.
• No-show for pickup orders: If you do not pick up your order within the designated window without prior notice, your order is forfeited and no refund will be issued.

9.2 Piada Kitchen-Initiated Cancellations

We reserve the right to cancel orders in cases of ingredient unavailability, equipment failure, operational emergencies, severe weather conditions, or payment verification issues. In all such cases, affected customers will receive a full refund processed automatically within 3 business days, along with a notification via email.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes fairly and in accordance with applicable U.S. law.

10.1 Internal Escalation

If your initial refund request is denied or you believe the decision was incorrect, you may request a second review by emailing [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original case reference number, a detailed explanation of your concern, and any additional supporting evidence. Our senior customer service team will review your case within 5–7 business days.

10.2 Chargeback and Payment Disputes

You have the right to initiate a chargeback or payment dispute through your bank or credit card provider if you believe an unauthorized or erroneous charge occurred. We encourage you to contact us before initiating a chargeback, as this typically results in a faster resolution. However, if a chargeback is filed, we will cooperate fully with your financial institution during the investigation process.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, either party may pursue mediation through a mutually agreed-upon neutral third-party mediator. This process is voluntary and intended to avoid formal legal proceedings.

10.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Consumer rights under the Federal Trade Commission (FTC) Act, applicable state consumer protection laws, and, for California residents, the California Consumer Privacy Act (CCPA/CPRA), are preserved and not limited by this policy.

11. Special Circumstances

We recognize that unexpected events can occur. In cases involving documented health concerns (such as foodborne illness), we take these matters extremely seriously. If you believe you experienced a food safety issue related to a Piada Kitchen order:

• Seek appropriate medical attention immediately if required.
• Preserve any remaining food items if possible, as they may be relevant to our internal investigation.
• Contact us at [email protected] as soon as possible with details of the incident.
• We will initiate an urgent internal review and cooperate with any relevant health authority investigations.

Food safety incidents are treated with the highest priority and are handled separately from standard refund requests.

12. Policy Updates

Piada Kitchen reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at piadakitchen.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or to escalate a dispute, please contact our customer support team using the information below: