Refund Policy

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

1. Overview

This Refund Policy applies to all purchases made through our website at zupasrestaurant.rest, including online orders for pickup, delivery, and any catering services. By placing an order with Zupas, you agree to the terms outlined in this policy. We encourage you to review this document thoroughly before completing any transaction.

As a food service business operating in the United States, our refund practices are guided by applicable consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state regulations. We strive to handle all refund requests fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions apply to your order:

• Incorrect Order: You received an item that is different from what you ordered, including wrong ingredients, missing items, or incorrect portion sizes.
• Food Quality Issues: The food you received was spoiled, undercooked, contaminated, or otherwise did not meet acceptable food safety and quality standards.
• Allergic Reactions Due to Mislabeling: You experienced a health issue as a direct result of undisclosed allergens that were not indicated in the item description at the time of ordering. (Please note: we strongly encourage all customers with food allergies to contact us directly before placing an order.)
• Order Not Delivered: Your delivery order was never received, and the delivery partner or our system confirms non-delivery.
• Significant Delay: Your order was delivered significantly later than the estimated time provided at checkout, causing the food to be unacceptable for consumption.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Canceled by Zupas: We canceled your order for any reason on our end, including unavailability of items or operational issues.

Refund eligibility is evaluated on a case-by-case basis. We reserve the right to request supporting evidence (such as photos of the food or confirmation of the issue) before approving any refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient refund process, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to contact us as soon as an issue arises to allow us to resolve it in a timely manner.

4. Non-Refundable Items and Services

Certain items and services are not eligible for a refund under any circumstances. These include:

• Consumed Food Items: Orders that have been consumed or largely consumed are not eligible for a refund unless a verifiable food safety issue is reported.
• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or dispatched.
• Customized Orders: Orders that were specially customized according to your specific instructions (e.g., special ingredient additions or removals) are not eligible for a refund unless there is a clear error on our part.
• Gift Cards and Promotional Credits: Purchased gift cards and applied promotional credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees paid to third-party delivery services are non-refundable unless the non-delivery was confirmed to be the fault of our restaurant.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.
• Late Catering Cancellations: Catering orders canceled less than 48 hours before the scheduled service time are not eligible for a full refund. See Section 9 for details.

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

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

1. Step 1 — Gather Your Order Information: Before reaching out, locate your order confirmation number, the date and time of your order, and the specific item(s) you are disputing. If applicable, take clear photographs of the food or packaging to support your claim.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at zupasrestaurant.rest. Include your full name, order number, contact information, a clear description of the issue, and any supporting photos or documentation.
3. Step 3 — Review by Our Team: Once we receive your request, our customer service team will review your claim. We may follow up to request additional information or clarification. All claims are typically reviewed within 1–3 business days.
4. Step 4 — Refund Decision: We will notify you of the outcome of your refund request via email. If approved, we will specify the refund amount and the method through which it will be returned.
5. Step 5 — Refund Processing: Once approved, the refund will be processed according to the timeline described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Zupas is not responsible for any delays caused by third-party payment processors.

7. Partial Refunds

In certain circumstances, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or unsatisfactory, while the rest was acceptable.
• An item was partially consumed before the issue was identified.
• A discount or promotional offer was already applied to the item in question.
• The issue reported was minor and does not warrant a full refund under our quality standards.
• A catering order was partially fulfilled or partially canceled.

The exact amount of a partial refund will be determined by our customer service team based on the nature and extent of the issue reported. You will be informed of the partial refund amount before it is processed, and you may accept or escalate the matter per our dispute resolution process in Section 10.

8. Exchange Policy

For in-store and pickup orders, we are happy to offer an exchange or replacement for orders that do not meet your expectations, subject to the following conditions:

• The exchange request must be made at the time of pickup or within a reasonable time of discovering the issue (no later than 30 minutes for in-store experiences).
• The original item(s) must be returned or presented to our staff for review.
• Exchanges are subject to item availability at the time of the request.
• Exchanges cannot be issued for items that have been fully consumed.

For delivery orders, exchanges are not available. In such cases, a partial or full refund will be offered where eligible. If you would like to reorder, you are welcome to place a new order through our website at zupasrestaurant.rest.

9. Cancellation Policy

9.1 Standard Online Orders

You may cancel a standard online order (pickup or delivery) without penalty if the cancellation is made before the order enters preparation. Once food preparation has begun, cancellations may not be accepted, and a refund may not be issued.

To cancel an order, please contact us immediately at [email protected] with your order number. Cancellation requests are handled on a first-come, first-served basis and are subject to the current status of your order.

9.2 Catering Orders

Catering orders require advance preparation and resource allocation. Our cancellation policy for catering is as follows:

In cases where Zupas must cancel a catering order due to unforeseen operational circumstances, you will receive a full refund and will be notified as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before seeking external remedies:

1. Step 1 — Internal Escalation: Reply to the refund decision email or contact us again at [email protected], clearly explaining why you disagree with our decision and providing any additional evidence you have.
2. Step 2 — Manager Review: Your case will be escalated to a senior member of our customer experience team or a manager, who will conduct an independent review within 3–5 business days.
3. Step 3 — Final Internal Decision: We will provide a final decision in writing. If we determine the refund is warranted, it will be processed promptly. If we maintain our original decision, we will provide a clear explanation.
4. Step 4 — External Resolution: If you remain unsatisfied after exhausting our internal process, you have the right to seek resolution through the following channels:
   • File a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint.
   • Contact your state's Attorney General consumer protection office.
   • If applicable, dispute the charge with your credit card company or bank (chargeback process).
   • Pursue mediation or small claims court in your jurisdiction, consistent with applicable state law.

We are committed to resolving all disputes in good faith and in compliance with applicable United States consumer protection laws, including the FTC Act.

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. Under the FTC Act, businesses are prohibited from engaging in unfair or deceptive trade practices. If you believe Zupas has acted in violation of applicable consumer protection laws, you have the right to report such conduct to the FTC or your state's consumer protection agency.

Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) related to how their personal data is handled during transaction disputes. Please refer to our Privacy Policy at zupasrestaurant.rest for more information.

12. Modifications to This Policy

Zupas reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at zupasrestaurant.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any modification constitutes your acceptance of the revised policy.

13. Contact Information

If you have any questions about this Refund Policy, need to submit a refund request, or wish to escalate a concern, please contact our customer support team using the details below: