Refund Policy

Effective Date: June 5, 2026 | Last Updated: June 5, 2026

1. Introduction

Zupas ("we," "us," or "our") operates as a food service establishment accessible via our website at zupas-cafe.rest. Our goal is to ensure every customer receives the quality and care they deserve with every meal. We understand that issues can occasionally arise, and this Refund Policy has been designed to provide clear, fair, and transparent guidance on how such situations are handled.

This policy applies to all purchases made through our website, in-store, via phone, or through any third-party delivery platform authorized by Zupas. By placing an order with us, you agree to the terms set forth in this policy.

For any questions regarding this policy, please contact us at:

• Email: [email protected]
• Website: zupas-cafe.rest

2. Eligibility Conditions for Refunds

Refunds are evaluated on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food delivered or prepared was of unsatisfactory quality, including but not limited to being undercooked, overcooked, spoiled, or otherwise not meeting reasonable food safety and quality standards.
• Allergen Concerns: An allergen that you explicitly disclosed at the time of ordering was present in your food despite our confirmation that it would be omitted.
• Order Not Delivered: Your order was confirmed and charged but never delivered within a reasonable timeframe.
• Duplicate Charge: Your payment method was charged more than once for the same order.

Refunds will not be granted for reasons such as a simple change of mind after the food has been prepared or delivered, dissatisfaction based on personal taste preferences unrelated to food quality, or failure to pick up an order within the designated pickup window (unless prior notice was given).

3. Timeframes for Refund Requests

We encourage all customers to report issues promptly so that we may investigate and resolve them efficiently. The following timeframes apply:

Requests submitted outside of these timeframes may still be reviewed at our discretion, but Zupas reserves the right to decline refund requests that are not reported within the specified windows. We recommend keeping your order confirmation and receipt for reference when submitting a refund request.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Custom or Special Orders: Items that were specially prepared according to unique customer specifications are non-refundable once preparation has begun, unless a verified quality or allergen issue is identified.
• Promotional or Discounted Items: Items purchased at a discounted price as part of a limited-time promotion may be non-refundable unless a qualifying issue exists.
• Gift Cards and Store Credit: Gift card purchases are final and non-refundable. Store credit issued as a resolution is also non-transferable and non-redeemable for cash.
• Consumed Food: Refunds will generally not be issued for food that has been substantially consumed unless there is a documented food safety concern.
• Delivery Fees: Third-party delivery fees charged by external platforms are subject to those platforms' individual refund policies and are not controlled by Zupas.
• Tips and Gratuity: Any tips or gratuity added to your order are non-refundable.

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

To submit a refund request, please follow these steps:

1. Step 1 – Gather Information: Collect your order number, date of purchase, the name and email address used to place the order, and a clear description of the issue. If applicable, take photos of the food or packaging that demonstrate the problem.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at zupas-cafe.rest. Please use the subject line: "Refund Request – [Your Order Number]."
3. Step 3 – Provide Supporting Documentation: Include any photos, receipts, or other documentation that supports your claim. This will help us assess your request more quickly and accurately.
4. Step 4 – Await Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
5. Step 5 – Review and Resolution: We will investigate your claim and communicate our decision within 3–5 business days of receiving all required information. If your refund is approved, you will be notified of the refund amount and estimated processing timeline.
6. Step 6 – Receive Your Refund: Approved refunds will be processed according to the payment method used and the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that processing times are estimates and may vary depending on your financial institution's policies. Zupas is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The reported issue affected only one item in a multi-item order.
• A portion of the food had already been consumed before the issue was identified.
• A discount, coupon, or promotional code was applied to the original order, reducing the refundable amount accordingly.
• The issue is deemed to be a minor inconvenience rather than a significant quality or safety failure.

In all cases involving partial refunds, we will clearly communicate the refund amount and the reasoning behind the decision before processing the refund.

8. Exchange Policy

In lieu of a monetary refund, Zupas may offer an exchange or replacement under the following conditions:

• You received the wrong item and would prefer the correct item to be prepared and delivered or made available for pickup.
• An item was missing from your order and you would like it to be provided at your next visit or through a redelivery.
• A food quality issue is reported promptly, and remaking the item is feasible within a reasonable timeframe.

Exchanges are subject to product availability and operational feasibility at the time of the request. If an exchange is not possible, a full or partial refund will be offered as an alternative. Customers are not required to accept an exchange in place of a refund if they would prefer the monetary resolution.

9. Cancellation Policy

Orders placed through Zupas may be cancelled under the following conditions:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before preparation has begun.
• Once food preparation has started, cancellations are no longer accepted, and refunds will not be issued for change-of-mind cancellations.
• To cancel an order, please contact us immediately by phone or email, referencing your order number.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled for a full refund up to 48 hours before the scheduled fulfillment time.
• Cancellations made between 24 and 48 hours before fulfillment may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled fulfillment time are not eligible for a refund, as ingredients and preparation resources will already have been committed.

9.3 Third-Party Platform Orders

If your order was placed through a third-party delivery application (such as DoorDash, Uber Eats, or Grubhub), the cancellation policy of that respective platform will apply. Please contact the platform directly to request a cancellation or refund for orders placed through their services.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

If your initial refund request is denied or if you believe the resolution was inadequate, you may request a secondary review by emailing [email protected] with the subject line: "Refund Dispute – [Your Order Number]." Please include your original refund request details, the decision you received, and a clear explanation of why you believe a different outcome is warranted. A senior member of our team will review your case within 5 business days.

10.2 Consumer Protection Resources

As a business operating in the United States, Zupas complies with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.3 Chargeback Rights

You retain the right to initiate a chargeback through your bank or credit card issuer if you believe a charge was unauthorized or if a legitimate dispute cannot be resolved directly with Zupas. However, we encourage you to contact us first, as most issues can be resolved promptly and without the need for a formal chargeback process.

11. Health and Food Safety Concerns

If you believe you have experienced a foodborne illness or a serious health concern related to food purchased from Zupas, please contact us immediately at [email protected] and also report the incident to your local health department. Your health and safety are our top priority, and we take all such reports seriously. We will cooperate fully with any health department investigations and may request details to assist in identifying the source of the issue.

12. Policy Modifications

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

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below: