Refund Policy

At Zupas, 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 or exchange is necessary, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for all our valued customers. Please read this policy carefully before placing an order or making a purchase.

This Refund Policy applies to all purchases made through our website zupas-meal.rest, over the phone, or in person. By placing an order with Zupas, you acknowledge that you have read, understood, and agree to be bound by the terms set forth in this policy.

1. Eligibility Conditions for Refunds

Zupas will consider refund requests under the following circumstances. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received food items that do not match what you ordered, including wrong menu items, incorrect sizes, or missing components.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: If you specifically requested the removal or inclusion of certain ingredients due to dietary restrictions or allergies, and your order was prepared incorrectly, causing harm or making the item inedible for you.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Order Not Delivered: Your delivery order was confirmed but never arrived within the stated delivery window.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, and the food quality was compromised as a result.

Refund eligibility is determined on a case-by-case basis. Zupas reserves the right to request supporting evidence such as photographs, order confirmations, or other documentation to verify the validity of a refund claim.

2. Timeframes for Refund Requests

Timely reporting is essential to processing your refund request efficiently. Please adhere to the following timeframes when submitting a refund claim:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are explicitly excluded from our refund policy:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or delivered.
• Consumed Items: If more than half of the food item has been consumed, it will not be eligible for a refund unless there is a documented quality or safety issue.
• Customization Errors by the Customer: If an incorrect order resulted from errors made during the online ordering process by the customer (e.g., selecting the wrong item, wrong size, or incorrect customization options).
• Third-Party Delivery Issues: If a third-party delivery service is used and the delay, damage, or loss occurs after the order has been handed off to the delivery driver, Zupas may not be held liable. Customers should contact the respective delivery platform directly in such cases.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, special discount, or combo deal may have limited refund eligibility unless there is a quality defect.
• Gift Cards and Store Credits: Gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Non-refundable deposits made for catering orders or large group orders are not eligible for refund once the preparation process has commenced.

4. How to Request a Refund — Step-by-Step Process

To request a refund, please follow the steps outlined below to ensure your claim is processed as quickly as possible:

1. Step 1 — Gather Your Information: Collect your order confirmation number, date and time of purchase, the specific issue you experienced, and any photographic evidence if applicable (e.g., photos of the incorrect or unsatisfactory food item).
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or by visiting our website at zupas-meal.rest. Include your full name, order number, contact information, a detailed description of the issue, and any supporting photographs.
3. Step 3 — Review Process: Our customer service team will review your request within 1–3 business days. We may reach out to you for additional information or clarification if needed.
4. Step 4 — Decision Notification: You will receive an email notification informing you whether your refund request has been approved, partially approved, or denied. If approved, we will outline the refund amount and the method by which it will be returned.
5. Step 5 — Refund Issuance: Once approved, your refund will be processed according to the payment method used for the original transaction (see Section 5 below for processing times).

5. Refund Processing Times by Payment Method

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

Please note that while Zupas initiates the refund promptly upon approval, the actual time for funds to appear in your account is subject to your bank or payment provider's processing policies, which are outside of our control.

6. Partial Refunds

In certain circumstances, Zupas 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 or unsatisfactory, while the remaining items were delivered properly.
• A food item was partially consumed before the issue was discovered.
• A delivery delay resulted in reduced food quality for only certain items in the order.
• A promotional discount was applied to the original order, and the refund amount reflects the actual amount paid for the affected item(s).
• The issue reported is deemed to be only partially attributable to an error on Zupas' part.

The partial refund amount will be calculated based on the price of the affected item(s) at the time of purchase, minus any applicable discounts. Zupas reserves the right to offer store credit in lieu of a monetary refund in partial refund situations.

7. Exchange Policy

Where possible and appropriate, Zupas may offer to replace an incorrect or unsatisfactory order rather than issue a monetary refund. Our exchange policy is as follows:

• Same-Day Replacement: If you identify an issue with your order within 2 hours of receipt, we may offer to prepare and deliver or make available a replacement order at no additional cost to you.
• Item Substitution: If the originally ordered item is unavailable at the time of the exchange request, we may offer a comparable substitute item of equal or greater value.
• Customer Preference: If you prefer a monetary refund over an exchange, you may specify this preference in your refund request. However, for food safety and operational reasons, exchanges may not always be feasible.
• Catering Orders: Exchanges for catering orders are handled on a case-by-case basis and may require advance notice of at least 24 hours.

Exchanges are subject to the same eligibility conditions as refunds and must be requested within the same timeframes outlined in Section 2.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to balance flexibility for our customers with the operational realities of food preparation:

8.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before food preparation has commenced, you will receive a full refund. To check whether preparation has started, please contact us as soon as possible at [email protected].
• Cancellation After Preparation Has Begun: Once food preparation has started, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered at Zupas' discretion.
• Cancellation After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. In this case, please contact us after receiving your order to address any concerns.

8.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of the total amount paid, including any deposits.
• 48–72 hours before the event: 50% refund of the total order amount. Deposits may be forfeited.
• Less than 48 hours before the event: No refund will be issued. Store credit may be considered at management's discretion.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your claim was not handled appropriately, Zupas provides the following dispute resolution process:

1. Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior manager or the customer experience team. Please include your original case or ticket reference number.
2. Management Review: A senior member of our team will review your case within 5 business days and provide a written response outlining their decision and the reasoning behind it.
3. Mediation: If the dispute remains unresolved after internal escalation, both parties may agree to engage a neutral third-party mediator to facilitate a resolution. Costs of mediation shall be shared equally between both parties unless otherwise agreed.
4. Consumer Protection Agencies: Customers in the United States have the right to file complaints with consumer protection authorities, including the Federal Trade Commission (FTC) at reportfraud.ftc.gov or their respective state attorney general's office.
5. Chargeback Rights: You retain the right to dispute charges with your bank or credit card provider. However, we encourage customers to contact us first to attempt resolution, as chargebacks can delay the process for all parties involved.

Zupas is committed to resolving all disputes in good faith and in a timely manner. Our goal is always to ensure customer satisfaction while maintaining fair and consistent business practices.

10. Consumer Rights Under U.S. Law

This Refund Policy is governed by applicable United States federal and state consumer protection laws. Key regulatory frameworks that apply to our business practices include:

• Federal Trade Commission (FTC) Act: Zupas adheres to FTC guidelines on fair business practices, advertising, and consumer protection.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer protection rights may apply. We encourage customers to familiarize themselves with their state's specific consumer rights legislation.
• Food Safety Regulations: All refunds and exchanges related to food quality are handled in compliance with applicable U.S. Food and Drug Administration (FDA) guidelines and local health department regulations.

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the legal requirement shall prevail.

11. Amendments to This Policy

Zupas reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Changes will take effect immediately upon posting to our website at zupas-meal.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following the posting of any changes constitutes your acceptance of those changes.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions related to this policy, please contact our customer support team using the information below. We are here to help and will do our best to resolve your concern promptly and professionally.

When contacting us regarding a refund, please have the following information ready to help us process your request efficiently:

• Your full name
• Your order confirmation number
• The date and time of your order
• A detailed description of the issue
• Photographs or other supporting documentation (if applicable)
• Your preferred resolution (refund, exchange, or store credit)

This Refund Policy was last reviewed and updated on June 21, 2026. For the most current version of this policy, please visit zupas-meal.rest.