Refund Policy

At Zupas, your satisfaction is our top priority. We are committed to providing fresh, high-quality food and an exceptional dining experience. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution. Please read this policy carefully before placing an order. By completing a purchase through our website at zupas-cafe.click or at any of our locations, you agree to the terms described herein.

1. Overview

Zupas operates as a food service business in the United States. Because we deal in perishable food products, our refund policy reflects the nature of these goods while still protecting your consumer rights under applicable United States federal and state law, including the Federal Trade Commission Act (FTC Act) and applicable state consumer protection statutes. We evaluate each refund or complaint on a case-by-case basis to ensure fair and reasonable outcomes for all customers.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a food item, meal, or product that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food item was spoiled, undercooked, contaminated, or otherwise unfit for consumption at the time of receipt.
• Allergic Reactions Due to Mislabeling: If you experience an adverse reaction due to an allergen that was not properly disclosed and you had previously communicated your dietary restriction at the time of ordering.
• Order Not Received: Your order was confirmed and charged but was never delivered or made available for pickup without cause attributable to you.
• Duplicate Charges: Your payment method was charged more than once for the same transaction.
• Technical Errors: A system or processing error caused an unintended charge to your account.

Refund eligibility does not apply to situations where the dissatisfaction is based solely on personal taste preferences, as food preparation follows our established recipes and quality standards.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

4. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

• In-store or pickup orders: Refund or complaint must be reported within 24 hours of the time of purchase or pickup.
• Delivery orders: Refund or complaint must be reported within 24 hours of the confirmed delivery time.
• Catering and large-format orders: Issues must be reported within 48 hours of the event or service date.
• Billing or duplicate charge disputes: Must be reported within 7 calendar days of the transaction date.
• Allergy-related complaints: Must be submitted within 48 hours of consumption and may require supporting documentation.

We strongly encourage you to report any issues as soon as possible. The sooner you contact us, the faster we can investigate and resolve your concern.

5. How to Request a Refund (Step-by-Step)

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or transaction reference
   • Date and time of the order
   • Description of the issue
   • Photos or documentation if applicable (e.g., incorrect item, food quality issue)
2. Contact Us: Reach out to our customer service team via one of the following methods:
   • Email: [email protected]
   • Website: zupas-cafe.click
3. Submit Your Request: Clearly describe the nature of your complaint. Include your order details and any supporting photos or receipts. Use the subject line: "Refund Request – [Your Order Number]" when emailing.
4. Receive Confirmation: Our team will acknowledge your request within 1–2 business days and may request additional information if needed.
5. Review and Decision: We will review your case and notify you of our decision within 3–5 business days of receiving all required information.
6. Refund Issued: If approved, your refund will be processed according to the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, your financial institution or payment processor may take additional time to post the credit to your account. Zupas is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect or missing, while the remainder was accurate and of acceptable quality.
• A food quality issue affected one item in a multi-item order but other items were satisfactory.
• A promotional discount was applied to only certain items, and the refund applies only to those qualifying items.
• The issue reported only partially meets the refund eligibility criteria as determined by our review team.
• A catering order was partially completed or partially delivered due to unforeseen circumstances.

In cases of partial refunds, we will clearly communicate the amount being refunded and the reason for the partial determination. You retain the right to dispute this decision through our dispute resolution process described in Section 10.

8. Cancellation Policy

Our cancellation terms vary depending on the type of order placed:

8.1 Standard Online or App Orders

For standard individual meal orders placed through our website or third-party platforms:

• Orders may be cancelled within 5 minutes of placement, provided food preparation has not yet begun.
• Once food preparation has started, cancellations may not be accepted and no refund will be issued.
• If a cancellation is accepted within the eligible window, a full refund will be processed.

8.2 Catering and Group Orders

For catering orders and large group orders:

• Cancellations made 72 hours or more before the scheduled date: Full refund issued, minus any non-refundable deposit.
• Cancellations made between 24 and 72 hours before the scheduled date: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled date: No refund will be issued, as ingredients and resources have already been allocated.

9. Exchange Policy

Given the perishable nature of food products, traditional exchanges are not always possible. However, Zupas offers the following alternatives to a direct exchange:

• Replacement Meal: If you received an incorrect item or your food was unsatisfactory due to a quality issue, we may offer to prepare and provide a replacement meal free of charge.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• In-Store Resolution: If you are dining in or have picked up an order, please notify a team member immediately. We will do our best to correct the issue on the spot by preparing a new item or providing an alternative.

Exchanges or replacements are subject to the same eligibility criteria and timeframes as standard refunds. We reserve the right to determine the most appropriate resolution on a case-by-case basis.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Zupas provides a structured dispute resolution process to ensure fair treatment:

Step 1: Internal Escalation

Contact our customer service team at [email protected] and request escalation of your complaint to a senior customer service representative or manager. Clearly explain why you disagree with the initial decision and provide any additional supporting documentation.

Step 2: Formal Written Complaint

If escalation does not resolve your concern, you may submit a formal written complaint to us at our business email address. We will respond in writing within 7 business days with a final internal determination.

Step 3: External Consumer Protection Resources

If you remain unsatisfied after completing our internal process, you have the right to seek assistance from external authorities, including:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at ftc.gov if you believe our practices constitute unfair or deceptive trade practices under the FTC Act.
• State Attorney General: You may contact the Attorney General's office in your state for consumer protection assistance.
• Better Business Bureau (BBB): Complaints may be filed with the BBB for mediation purposes.
• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback if you believe you were incorrectly charged and we have failed to resolve the matter.

Step 4: Informal Mediation

Before pursuing formal legal action, both parties agree to attempt informal mediation in good faith. Either party may propose mediation in writing, and the other party agrees to respond within 14 calendar days.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you have rights under federal and state consumer protection laws. Nothing in this Refund Policy limits or waives those rights. Specifically:

• Under the FTC Act, consumers are protected from unfair or deceptive business practices, and Zupas is committed to honest, transparent dealings.
• If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).
• Many states have implied warranty protections for goods sold to consumers, which may apply to food products sold by Zupas.

12. Policy Updates

Zupas reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at zupas-cafe.click with the updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below:

Our customer service team is dedicated to resolving your concerns promptly and fairly. We aim to respond to all inquiries within 1–2 business days. Thank you for choosing Zupas — we appreciate your business and your trust.