Refund Policy

Effective Date: June 13, 2026  |  Last Updated: June 13, 2026

1. Introduction

At Papa Ginos, we are committed to providing our customers with high-quality food products and an exceptional dining experience. We understand that situations may arise where a refund, exchange, or cancellation is necessary. This Refund Policy has been established to ensure a fair, transparent, and consistent process for all customers.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive trade practices. We strive to handle all refund and complaint matters promptly and professionally.

If you have any questions about this policy, please contact us at [email protected] or visit our website at cafe-papaginos.click.

2. Eligibility Conditions for Refunds

Papa Ginos will consider refund requests under the following conditions:

2.1 Qualifying Circumstances

• You received an incorrect item that does not match your confirmed order.
• Your order or item arrived in an unsatisfactory condition (e.g., food was spoiled, improperly prepared, or posed a food safety concern).
• You experienced a significant quality issue with your food that was not the result of personal preference.
• Your order was not delivered within a reasonable timeframe and was confirmed lost or undelivered by our records.
• You were charged an incorrect amount or charged more than once for the same order (duplicate charge).
• Your order was cancelled by Papa Ginos prior to preparation or fulfillment.

2.2 General Eligibility Requirements

To be eligible for a refund, customers must meet the following criteria:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The customer must provide valid proof of purchase, including an order confirmation number, receipt, or transaction record.
• The complaint must be legitimate and relate to a verifiable issue with the order.
• The customer must not have consumed the majority of the product before raising a concern (exceptions apply for food safety issues).

3. Timeframes for Refund Requests

Time is an important factor in processing refund requests, particularly for perishable food items. The following timeframes apply:

Requests submitted outside of these timeframes may be denied at the discretion of Papa Ginos management. We strongly encourage customers to report any issues as promptly as possible to allow us to resolve the matter effectively.

4. Non-Refundable Items and Services

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

• Personal preference: Refunds will not be issued because a customer simply does not like the taste, flavor, or style of an item they ordered.
• Customization errors by the customer: If a customer placed an order with incorrect customizations or special instructions, Papa Ginos is not liable for the resulting dissatisfaction.
• Partially consumed items: Food items that have been substantially consumed are not eligible for refunds unless a food safety issue is identified.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, coupon deal, or discount offer may not be eligible for a full refund.
• Gift cards and store credit: Purchases made using gift cards or previously issued store credit are non-refundable in cash but may be re-credited to account.
• Late requests: Refund requests submitted beyond the applicable timeframes listed in Section 3.
• Delivery fees and service charges: Third-party delivery fees, service fees, and platform surcharges are typically non-refundable and are subject to the terms of the respective delivery platform.

5. How to Request a Refund

Papa Ginos has established a straightforward process to help customers submit refund requests quickly and efficiently. Please follow the steps below:

Step 1 — Contact Us Promptly

As soon as you identify an issue with your order, contact Papa Ginos customer support as soon as possible and within the applicable timeframe. You may reach us via:

• Email: [email protected]
• Website: cafe-papaginos.click

Step 2 — Provide Your Order Information

When submitting your refund request, please include the following details to help us process your case efficiently:

• Full name used at the time of purchase
• Order confirmation number or receipt number
• Date and time of the order
• A clear description of the issue or reason for the refund request
• Photographs or documentation (if applicable, especially for quality or incorrect item issues)

Step 3 — Review and Assessment

Our customer service team will review your request and assess it against our refund eligibility criteria. We may contact you for additional information or clarification during this process.

Step 4 — Resolution Notification

Once a determination has been made, we will notify you of the outcome via email or phone. If your refund is approved, we will advise you of the refund amount and the expected processing timeline.

Step 5 — Refund Issued

If your request is approved, the refund will be processed using the method described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that while Papa Ginos processes refunds promptly upon approval, the actual credit to your account may take additional time depending on your bank or financial institution's processing schedule. Papa Ginos is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was received in acceptable condition.
• The customer has partially consumed the item in question before raising a concern (and the concern is not related to food safety).
• An order was partially cancelled, and part of the order had already been prepared and was ready for pickup or delivery.
• A promotional discount or coupon was applied to the original order, and only the net amount paid is eligible for refund.
• Management, in their reasonable discretion, determines that a partial refund is the most appropriate resolution given the circumstances.

The amount of a partial refund will be determined on a case-by-case basis. We are committed to reaching a fair resolution for all customers.

8. Exchange Policy

Papa Ginos is pleased to offer exchanges in certain circumstances where a refund may not be the most practical solution. Exchanges are subject to the following conditions:

• Incorrect items: If you received the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional cost, subject to availability.
• Exchanges must be requested promptly and within the same timeframes applicable to refund requests outlined in Section 3.
• Exchanges are only available for items of equal or lesser value. If the replacement item is of greater value, the customer will be required to pay the difference.
• Exchanges are subject to product availability. If the requested item is unavailable, a refund or store credit may be offered as an alternative.
• Exchanges are not available for items that were ordered correctly but are simply not preferred by the customer.

9. Cancellation Policy

Customers may cancel orders subject to the following conditions:

9.1 Standard Orders

• Online or phone orders may be cancelled for a full refund if the cancellation is made at least 30 minutes before the scheduled pickup or delivery time, and before the order has entered preparation.
• Once an order has entered the preparation stage, cancellations may not be accepted, or only a partial refund may be offered at management's discretion.
• Orders that have already been prepared and are awaiting pickup or delivery are generally not eligible for cancellation or refund.

9.2 Catering and Bulk Orders

• Catering orders or large group orders may be cancelled for a full refund if the cancellation is submitted at least 24 hours prior to the scheduled fulfillment time.
• Cancellations made between 12 and 24 hours before the fulfillment time may be subject to a cancellation fee of up to 25% of the order total.
• Cancellations made less than 12 hours before the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the order total, as significant preparation may have already taken place.
• No refund will be issued for cancellations made after food preparation for catering orders has been completed.

9.3 Cancellations by Papa Ginos

In the event that Papa Ginos must cancel your order due to unexpected circumstances (such as ingredient unavailability, technical issues, or operational disruptions), you will receive a full refund of the amount paid. We will notify you as soon as possible via email or phone.

10. Dispute Resolution Process

Papa Ginos is dedicated to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, the following dispute resolution process is available:

10.1 Internal Review

If your initial refund request was denied or you are dissatisfied with the resolution provided, you may request an internal review by escalating your concern to a senior member of our customer service team. Please send your escalation request to [email protected] with the subject line "Refund Dispute — Internal Review Request." Our team will review the matter and respond within 5 to 7 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card company or bank if you believe a charge was unauthorized or if you did not receive the goods or services paid for. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and Regulation E for debit card transactions. We encourage you to attempt to resolve disputes directly with Papa Ginos before initiating a chargeback, as this allows us the opportunity to address your concern promptly.

10.3 Consumer Protection Agencies

If you believe Papa Ginos has engaged in unfair or deceptive trade practices, you have the right to file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General Office or local consumer protection agency
• The Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

In the event that a dispute cannot be resolved through our internal review process, both parties agree to attempt resolution through good-faith informal mediation before pursuing any formal legal action. Mediation requests may be initiated by contacting us at [email protected].

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note that the refund policy of the respective delivery platform may apply in addition to or in place of this policy. Papa Ginos has limited control over transactions completed through third-party platforms. For orders placed via a third-party platform, we recommend contacting the platform's customer support directly for the fastest resolution. However, you are also welcome to contact Papa Ginos directly, and we will work with the platform to assist in resolving your concern where possible.

12. Policy Amendments

Papa Ginos reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be posted on our website at cafe-papaginos.click with an updated effective date. Continued use of our services following the posting of any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns, please contact the Papa Ginos customer service team using the information below. We are committed to responding to all inquiries as promptly as possible.