Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at zupascafe.click, through third-party delivery platforms, in-store purchases, and any catering or special event orders placed with Zupas. By placing an order with us, you agree to the terms outlined in this policy.

We strive to ensure every customer receives their order exactly as requested, fresh and of the highest quality. However, we understand that issues can arise, and we are committed to resolving them fairly and efficiently in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergen Concerns: You received food containing an allergen that was clearly marked as excluded from your order, posing a health risk.
• Damaged Packaging: Food was delivered in significantly damaged packaging that compromised the integrity or safety of the product.
• Order Not Delivered: Your delivery order was confirmed and charged but never arrived.
• Significant Delay: Your order was delayed beyond a reasonable timeframe without prior notification, resulting in food that is no longer suitable for consumption.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.

Refund eligibility is assessed on a case-by-case basis. Zupas reserves the right to request photographic evidence or other documentation to verify a claim before processing a refund.

3. Timeframes for Refund Requests

To ensure your complaint can be properly investigated, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines will be reviewed at our discretion and may not be approved. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders where the customer simply changed their mind after the food was prepared.
• Customization requests that were fulfilled correctly but the customer no longer prefers.
• Food that has been partially or fully consumed, unless there is a documented quality or safety issue.
• Delivery fees charged by third-party platforms (these must be disputed directly with the respective platform).
• Promotional or complimentary items provided at no charge.
• Gift cards, store credits, or vouchers once redeemed.
• Orders affected by circumstances outside of our reasonable control, such as extreme weather events or natural disasters causing delivery delays.
• Orders placed on third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — refunds for those orders must be processed through the respective platform's refund policy.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the item(s) in question, if applicable (especially for quality or incorrect item issues)
   • The payment method used
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: zupascafe.click
   In your message, clearly state "Refund Request" in the subject line and include all details gathered in Step 1.
3. Step 3 — Confirmation of Receipt: You will receive an acknowledgment of your refund request within 1–2 business days of submission.
4. Step 4 — Review and Investigation: Our team will review your request, which may include verifying your order details in our system, reviewing any photos or documentation you provided, and consulting with our kitchen or delivery staff.
5. Step 5 — Decision Notification: We will notify you of our decision within 3–5 business days of receiving all required information.
6. Step 6 — Refund Issuance: If your request is approved, the refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or card provider may take additional time to reflect the refund in your account. If you do not see a refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may apply when:

• Only specific items within a larger order were incorrect, missing, or unsatisfactory.
• A portion of the food was consumed before the issue was identified.
• The issue reported affects quality but the food was technically safe and partially acceptable.
• A discount, coupon, or promotional price was applied to the original order — refunds will reflect the actual amount paid for the specific item(s) in question.
• Delivery charges are non-refundable but the food portion of the order qualifies for a refund.

When a partial refund is granted, we will clearly itemize the amount being refunded and the reason for the partial rather than full refund in our response communication.

8. Exchange Policy

Zupas offers exchanges for food orders in limited circumstances, primarily for in-store or pickup orders. If you have received an incorrect item or a item with a quality issue, we may offer to:

• Replace the item with the correct or a freshly prepared version at no additional charge.
• Offer a comparable menu item of equal or lesser value as a substitute.
• Provide store credit equivalent to the value of the affected item for use on a future order.

Exchanges are subject to availability of menu items at the time of the request. For delivery orders, an exchange may not always be logistically feasible, in which case a refund or store credit will be offered instead.

To request an exchange, please contact us through the same channels listed in Section 5 and indicate your preference for an exchange over a refund where possible.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and App Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided the kitchen has not yet begun preparing the order.
• If preparation has already begun, cancellations will not be accepted and no refund will be issued.
• To cancel, contact us immediately at [email protected] or visit zupascafe.click.

9.2 Catering Orders

9.3 In-Store Orders

Once a dine-in order has been prepared and delivered to your table, it cannot be cancelled. If there is an issue with the food, please speak with our staff immediately so we can resolve the matter promptly.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the following options to escalate the matter:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request a secondary review by clearly stating "Escalation Request" in the subject line of a follow-up email to [email protected]. Please include:

• Your original complaint reference or order number
• A summary of the initial resolution
• The reason you believe the decision should be reconsidered
• Any additional evidence or documentation

Escalated complaints will be reviewed by a senior member of our team within 5–7 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you are entitled to a refund that we have failed to provide, you retain the right to initiate a chargeback through your card issuer or financial institution. We encourage customers to attempt resolution with us directly first, as chargebacks can affect our relationship with payment processors.

10.3 Consumer Protection Resources

As a customer in the United States, you are protected by applicable federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act — which prohibits unfair or deceptive business practices. Complaints can be filed at www.ftc.gov.
• Your state's Attorney General Office — which handles consumer complaint investigations at the state level.
• The Better Business Bureau (BBB) — which facilitates dispute resolution between consumers and businesses.

10.4 Informal Mediation

Should formal dispute resolution become necessary, both parties agree to first attempt to resolve the dispute through good-faith informal negotiation. If the dispute cannot be resolved informally within 30 days, either party may pursue applicable legal remedies in accordance with the laws of the United States and the state in which the transaction occurred.

11. Fraud Prevention

Zupas takes refund fraud seriously. We monitor refund requests and patterns to detect and prevent abuse. Customers who are found to be submitting fraudulent or exaggerated refund claims may have their accounts suspended, be blocked from future orders, or be subject to legal action. We reserve the right to deny refund requests that we reasonably believe are fraudulent or made in bad faith.

12. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at zupascafe.click with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact us using the information below:

Our customer service team is available to assist you and aims to respond to all inquiries within 1–2 business days. When contacting us, please include your order number, the nature of your issue, and your preferred resolution to help us assist you as efficiently as possible.