Refund Policy

At Zupas, we are committed to ensuring that every customer has a satisfying experience with our food products and services. We understand that situations may arise where a refund or exchange is necessary, and we have developed this Refund Policy to provide clear, fair, and transparent guidelines for all refund-related requests. Please read this policy carefully before placing an order through our website, zupas-food.click.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations. By placing an order with Zupas, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

To be eligible for a refund from Zupas, your request must meet the following conditions:

• The refund request must be submitted within the applicable timeframe described in Section 2 of this policy.
• The issue must be directly related to the food product or service ordered through zupas-food.click.
• The order must have been placed and paid for through our official website or authorized ordering channels.
• Proof of purchase, such as an order confirmation number or receipt, must be provided at the time of the refund request.
• The food item(s) must be reported as spoiled, incorrect, missing, or otherwise unsatisfactory due to an error on our part.
• Photographic or written evidence of the issue may be required to support your refund claim.
• The customer must not have consumed the majority of the food item before reporting an issue (except in cases of undisclosed allergens or illness).

Zupas reserves the right to assess each refund request on a case-by-case basis and to request additional information before approving or denying a refund.

2. Timeframes for Refund Requests

Timely reporting of issues is essential to allow us to investigate and resolve your concern effectively. The following timeframes apply to all refund requests:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, Zupas will review all requests and may, at our sole discretion, offer partial refunds or store credits for late submissions depending on the circumstances.

3. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. Please review the following non-refundable categories carefully:

• Change of mind: Refunds are not issued for orders where the customer simply changed their mind after the order was prepared or delivered.
• Consumed food items: Food that has been substantially consumed (more than half eaten) without a quality or safety complaint reported at the time of consumption is not eligible for a refund.
• Customized or special orders: Orders that were specially prepared based on specific customer instructions or customizations are non-refundable unless there is a documented error on our part.
• Promotional or discounted items: Items purchased at a heavily discounted rate as part of a limited-time promotion may not be eligible for a full refund unless there is a product safety concern.
• Delivery fees: Third-party delivery fees charged by external platforms or delivery services are non-refundable through Zupas.
• Gift cards and vouchers: Gift cards, promotional codes, and vouchers are non-refundable and cannot be exchanged for cash.
• Orders placed through third-party platforms: If your order was placed through a third-party delivery app or service (not directly through zupas-food.click), refund requests must be directed to that platform.

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

To submit a refund request, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Step 1 – Gather Your Information: Collect your order confirmation number, the email address used to place the order, the date and time of your order, and any photographs or documentation of the issue.
2. Step 2 – Contact Our Support Team: Reach out to our customer support team via email at [email protected] or visit our website at zupas-food.click to access our contact form.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem, including the item(s) affected, the nature of the issue, and any relevant health or safety concerns.
4. Step 4 – Submit Supporting Evidence: Attach any photos, receipts, or other documentation that supports your refund claim. This will help us process your request more efficiently.
5. Step 5 – Await Confirmation: Our support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 – Refund Decision: Once we have reviewed your request and any supporting documentation, we will notify you of our decision via email within 3–5 business days.
7. Step 7 – Refund Processed: If your refund is approved, the appropriate amount will be credited back to your original payment method or issued as store credit, depending on your preference and eligibility.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on your original method of payment. The following estimated timelines apply:

6. Partial Refunds

In certain circumstances, Zupas may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food item was partially consumed before the quality issue was identified.
• The refund request was submitted after the standard reporting timeframe but within a reasonable period.
• A discount, coupon, or promotional code was applied to the original order, and the refund amount reflects the actual amount paid.
• The order included both eligible and non-eligible items for refund.

The specific amount of any partial refund will be determined at the discretion of Zupas based on the details of each case. We will clearly communicate the refund amount and reasoning to the customer prior to processing.

7. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges. Please review the following exchange guidelines:

• Incorrect items received: If you received an item different from what you ordered, we will offer a replacement of the correct item (subject to availability) or a full refund. Replacement items will be dispatched within the next available order window.
• Quality concerns: If a food item does not meet our quality standards upon delivery or pickup, we may offer a replacement item of equal value or a refund at your choice.
• Exchanges for different menu items: We do not offer exchanges for different menu items if the correct item was delivered. However, if you wish to modify your order, please contact us as soon as possible after placing your order, and we will do our best to accommodate your request before preparation begins.
• Allergy-related exchanges: If an item was prepared with an undisclosed allergen or ingredient not listed on the menu, we will provide a full replacement of a safe alternative item and issue a refund for the affected item.

All exchange requests are subject to product availability and must be initiated within the timeframes outlined in Section 2 of this policy.

8. Cancellation Policy

We understand that plans can change, and we will make every effort to accommodate cancellation requests. However, due to the nature of food preparation, cancellations are subject to the following conditions:

8.1 Cancellations Before Preparation

If you wish to cancel your order, you must do so within 10 minutes of placing the order and before our kitchen has begun preparing your food. Cancellations made within this window will be eligible for a full refund to your original payment method.

8.2 Cancellations After Preparation Has Begun

Once food preparation has commenced, we are unable to accept cancellations or offer full refunds. In limited cases, we may offer store credit at our discretion.

8.3 Scheduled or Pre-Orders

For pre-orders or scheduled orders placed in advance, cancellations must be submitted at least 2 hours before the scheduled preparation or pickup time to qualify for a full refund.

8.4 How to Cancel

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation. You may also use the cancellation option available on our website at zupas-food.click if applicable to your order type.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Zupas provides the following dispute resolution process to ensure your concerns are addressed fairly:

9.1 Internal Review

If you believe your refund was incorrectly denied or the amount was insufficient, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please provide any additional evidence or information that supports your case. Our management team will review the dispute and respond within 5 business days.

9.2 Consumer Protection Resources

If your dispute is not resolved to your satisfaction through our internal process, you have the right to file a complaint with the following consumer protection agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): For payment and billing disputes at www.consumerfinance.gov
• Your State's Attorney General Office: Contact your state's attorney general for local consumer protection assistance.
• Better Business Bureau (BBB): www.bbb.org

9.3 Chargeback Rights

You may also have the right to dispute a charge with your credit card issuer or bank. We encourage customers to contact us first before initiating a chargeback, as this allows us to resolve the issue more quickly. Fraudulent or unwarranted chargebacks may result in the suspension of your account.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and interpreted in accordance with the laws of the United States and applicable state law. Any legal action shall be subject to the jurisdiction of the courts located in the state where Zupas is registered to do business.

10. Policy Updates

Zupas reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at zupas-food.click. We encourage you to review this policy periodically to stay informed about our refund procedures. Your continued use of our website and services after any changes constitutes your acceptance of the revised policy.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, exchanges, or disputes, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last updated on June 12, 2026, and is effective for all orders placed on or after this date through zupas-food.click.