Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At Papa Ginos, customer satisfaction is at the heart of everything we do. We are committed to providing high-quality food products and exceptional dining experiences. However, we understand that there are occasions when an order may not meet your expectations or unforeseen circumstances may arise requiring a refund or cancellation.

This Refund Policy governs all purchases made through our website, mobile ordering platform, telephone orders, and in-store transactions. It has been established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations governing food service businesses.

If you have any questions about this policy or your specific situation, please do not hesitate to contact us directly at [email protected].

2. Eligibility Conditions for Refunds

Papa Ginos will consider refund requests under the following circumstances. A refund may be issued when:

• You received an incorrect order that does not match what was placed or confirmed at the time of purchase.
• Your food order arrived in an unsatisfactory condition, including items that were spoiled, improperly prepared, or contained foreign objects.
• A significant portion of your order was missing upon delivery or pickup.
• You experienced an allergic reaction or illness directly attributable to a verified ingredient error on our part (documentation may be required).
• Your delivery order did not arrive within the estimated timeframe and you were not notified of the delay in advance.
• A technical error on our website or ordering platform resulted in a duplicate charge or incorrect billing amount.
• Your order was cancelled by Papa Ginos due to an inability to fulfill the order (e.g., item unavailability, staff shortage, or unforeseen operational issues).

To be eligible for a refund, you must:

1. Submit your refund request within the applicable timeframe described in Section 3 of this policy.
2. Provide valid proof of purchase, such as an order confirmation number, receipt, or transaction record.
3. Describe the issue clearly and, where applicable, provide photographic or documentary evidence.
4. Have placed the original order through an authorized Papa Ginos channel (website, phone, or in-store).

3. Timeframes for Refund Requests

We have established the following timeframes within which refund requests must be submitted in order to be considered valid:

Refund requests submitted outside of these timeframes may be reviewed at Papa Ginos' discretion but are not guaranteed to be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Consumed food items: Orders or items that have been substantially consumed are not eligible for a refund unless a verifiable quality defect is identified.
• Change of mind: We do not offer refunds simply because you changed your mind after the order was prepared or delivered.
• Customization errors by the customer: If a food item was prepared exactly as specified in the order and you later decide the customization was incorrect, we are unable to offer a refund.
• Promotional or discounted items: Items purchased at a discounted rate through promotions, coupons, or special offers may not be eligible for a full refund unless there is a verified quality issue.
• Delivery fees and service charges: Third-party delivery fees and applicable service charges are non-refundable unless the delivery failure was directly caused by an error on our part.
• Gift cards and loyalty credits: Once activated or used, gift cards and promotional loyalty credits are non-refundable.
• Force majeure situations: Delays or failures caused by events beyond our reasonable control, including natural disasters, extreme weather, or public health emergencies, do not automatically qualify for a refund.

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

To request a refund from Papa Ginos, please follow the steps outlined below:

6. Refund Processing Times by Payment Method

Upon approval of a refund request, the processing time will depend on your original payment method:

Please note that while Papa Ginos processes refunds promptly upon approval, your bank or financial institution may have their own additional processing times. We recommend contacting your bank if you have not received your refund within the stated timeframe after our confirmation.

7. Partial Refunds

In certain circumstances, Papa Ginos may issue a partial refund rather than a full refund. Partial refunds may be applicable in the following situations:

• Only a portion of your order was incorrect or unsatisfactory, while the remainder met the expected standard.
• A portion of your order was missing but the majority of items were received correctly.
• You have already consumed part of a meal and then identified a quality issue with the remaining portion.
• A promotional discount was applied to the original order, and the refund amount will be calculated based on the actual amount paid.
• Delivery fees or other non-refundable charges were included in the total transaction amount.

In all cases where a partial refund is offered, Papa Ginos will provide a clear breakdown of the amounts being refunded and the reasoning behind the partial amount. Customers have the right to dispute partial refund decisions through the process described in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, Papa Ginos' exchange policy is subject to strict limitations. Exchanges may be offered in the following circumstances:

• Incorrect item delivered: If you received an item that is different from what you ordered, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, provided the incorrect item is reported within the applicable timeframe.
• Preparation error: If a food item was prepared incorrectly (e.g., wrong toppings, wrong size), we will remake the item upon verification of the error. This is subject to operational feasibility and the discretion of the location manager.

Please note that exchanges are subject to the following conditions:

• The original item must not have been substantially consumed.
• The request must be made within the applicable timeframe as described in Section 3.
• Exchanges are not available for items that were customized at the customer's specific request and prepared correctly according to those instructions.
• Exchanged items are provided at no additional cost; however, if the replacement item is of greater value, a supplemental charge may apply.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to all Papa Ginos orders:

9.1 Standard Orders (Online and Phone)

Standard food orders may be cancelled free of charge if the cancellation is requested before the order has entered the preparation stage. Once the kitchen has begun preparing your order, cancellations may not be possible, and a refund may not be issued. To cancel an order, please contact us immediately at [email protected].

9.2 Catering and Large Group Orders

Catering and large group orders require advance planning and significant resource allocation. The following cancellation terms apply:

9.3 Cancellations by Papa Ginos

In the event that Papa Ginos must cancel an order due to operational issues, ingredient unavailability, or other circumstances beyond our control, you will be notified as soon as possible and issued a full refund of the amount paid. We will also offer, where feasible, the option to reschedule or receive a store credit with added value as an apology for the inconvenience.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Papa Ginos has a structured dispute resolution process to ensure fairness and transparency.

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may escalate the matter by:

1. Sending a written appeal to [email protected] with the subject line "Refund Appeal – [Your Order Number]".
2. Providing a clear explanation of why you believe the original decision was incorrect, along with any additional evidence or documentation.
3. Our senior customer service team will review your appeal within 5 business days and provide a final written response.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, customers in the United States have the right to pursue external remedies, including:

• Filing a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint for issues related to deceptive or unfair business practices.
• Contacting your state's consumer protection office for assistance with unresolved disputes.
• Filing a chargeback with your credit card company or bank if you believe you were charged incorrectly and we have been unable to resolve the issue satisfactorily.
• Seeking mediation or small claims court for monetary disputes that cannot be resolved through the above channels.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws. The FTC Act prohibits unfair or deceptive acts in commerce. Additionally, depending on your state of residence, further protections may apply. Papa Ginos is committed to full compliance with all applicable laws governing food service businesses, consumer transactions, and refund practices.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law. If any provision of this policy conflicts with applicable law, the applicable law shall govern.

12. Policy Updates

Papa Ginos reserves the right to modify or update this Refund Policy at any time to reflect changes in our business practices, applicable laws, or operational procedures. Any changes will be posted on our website at cafe-papaginos.top with a revised "Last Updated" date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below. Our customer service team is dedicated to assisting you in a timely and professional manner.

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Order confirmation number or receipt
• Date and time of purchase
• Description of the issue
• Any supporting photographs or documentation
• Your preferred method of resolution (refund, exchange, or store credit)

Our goal is to respond to all refund requests within 2 business days and to resolve the majority of cases within 5 to 7 business days of initial contact. We appreciate your patience and your trust in Papa Ginos.