Refund Policy

Effective Date: July 18, 2026 | Last Updated: July 18, 2026

1. Our Commitment to Customer Satisfaction

Zupas takes pride in delivering fresh, delicious food to every customer. We understand that occasionally an order may not meet your expectations due to quality issues, incorrect items, or other circumstances. This Refund Policy outlines the conditions under which we will issue refunds, replacements, or store credits, and describes the process for submitting a refund request.

By placing an order with Zupas through zupasfood.click, you agree to the terms of this Refund Policy. We encourage you to read this document carefully and contact us if you have any questions before completing your purchase.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following criteria:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong ingredients, wrong dish, or missing items from your order).
• Poor Food Quality: The food you received was spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Missing Items: Part of your order was not included in your delivery or pickup bag, and you were charged for those items.
• Allergen Issue: You notified us of a specific food allergy or dietary restriction at the time of ordering, and the food delivered contained the allergen you specified, posing a health risk.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered and cannot be located after reasonable investigation.
• Significant Delay: Your order arrived significantly later than the estimated delivery time, causing the food to be unusable or unsafe to consume.

Refunds will be evaluated on a case-by-case basis. Zupas reserves the right to request photographic evidence or additional information to process your refund request fairly and accurately.

3. Timeframes for Refund Requests

Time is an important factor when requesting a refund for food orders, given the perishable nature of our products. Please adhere to the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. However, we encourage you to contact us regardless, and we will make every reasonable effort to address your concern.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order that has already been prepared.
• Consumed Orders: If the majority of the food item has been consumed before a complaint is made, a refund may not be granted unless there is a genuine quality or safety issue.
• Customization Errors by Customer: If the order error was a result of incorrect customization options selected by you during checkout, Zupas is not liable for a refund.
• Promotional or Discounted Items: Items purchased using special promotional codes, limited-time offers, or discounted bundles may be subject to modified or restricted refund terms.
• Gift Cards and Store Credits: Purchased gift cards and issued store credits are non-refundable and non-exchangeable for cash.
• Delivery Fees: Delivery and service fees are generally non-refundable unless the order was entirely undelivered due to Zupas' fault.
• Tips and Gratuities: Any tips or gratuities added during checkout are non-refundable.

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

If you believe you qualify for a refund, please follow these steps to ensure your request is handled promptly and efficiently:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence (strongly recommended for quality or incorrect item claims)
2. Step 2 — Contact Our Support Team: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: zupasfood.click
3. Step 3 — Submit Your Request: In your message or form submission, provide all the information gathered in Step 1. Clearly state that you are requesting a refund and specify your preferred resolution (full refund, partial refund, replacement, or store credit).
4. Step 4 — Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days and begin investigating your claim.
5. Step 5 — Resolution: Once our team has reviewed your claim and any submitted evidence, we will notify you of the outcome and, if approved, initiate the refund or resolution process.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below:

Please note that while Zupas processes refunds promptly upon approval, processing times are also subject to the policies of your financial institution or payment provider. If you do not see your refund within the above timeframes, we recommend contacting your bank or payment provider directly. You may also reach out to us for assistance.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only certain items within a larger order were incorrect, missing, or unsatisfactory, while the rest of the order was acceptable.
• The food was delivered late, but the majority of the order was still usable and consumed.
• A portion of the order met quality standards, but one or more items did not.
• You have already consumed part of a meal that had a quality issue, but you still have evidence of the problem (e.g., photos).
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid rather than the full menu price.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of your complaint and the evidence provided.

8. Exchange Policy

Due to the perishable nature of food products, traditional product exchanges are not always feasible. However, Zupas offers the following exchange-equivalent options:

• Replacement Order: If your order was incorrect or contained a quality issue, we may offer to prepare and deliver or make available a replacement item or order at no additional charge, subject to availability and operational feasibility.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equal value, which can be applied to your next order at zupasfood.click.
• Comparable Substitution: If a specific menu item is no longer available, we may offer a comparable substitute of equal or greater value as an alternative to a refund.

Exchanges or replacements must be requested within the same timeframes outlined in Section 3 of this policy. All exchange decisions are at the discretion of Zupas and subject to item availability.

9. Cancellation Policy

We understand that plans change. Please review our cancellation terms carefully, as food orders are time-sensitive:

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Cancellations at this stage must be made immediately after placing the order by contacting us at [email protected].
• After Preparation Has Begun: Once preparation has started, cancellations may not be accepted, or only a partial refund may be issued to cover any non-prepared items.
• After Order is Ready or Out for Delivery: Cancellations are not accepted at this stage, and no refund will be issued unless there is a separate qualifying issue under Section 2.

9.2 Catering or Large Group Orders

For catering orders or large group reservations, a separate cancellation policy may apply. In general:

• Cancellations made 48 hours or more before the scheduled order time may receive a full refund.
• Cancellations made 24 to 48 hours before the scheduled order time may receive a partial refund (up to 50% of the order value).
• Cancellations made less than 24 hours before the scheduled order time are generally non-refundable, as ingredients and preparation may have already been initiated.

Please contact us directly at [email protected] for catering-specific cancellation inquiries.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if you feel your concern was not adequately addressed, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request a review by a senior member of our customer experience team. To do so:

1. Send an email to [email protected] with the subject line: "Refund Dispute — Escalation Request."
2. Include your original order number, the details of the original complaint, and the reason why you are disputing the initial decision.
3. Our team will respond within 3–5 business days with a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit or debit card issuer under applicable federal and state consumer protection laws, including protections afforded by the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). We encourage you to attempt to resolve any dispute directly with Zupas before initiating a chargeback, as we are committed to finding a fair resolution.

10.3 Consumer Protection Agencies

If you believe our practices violate your consumer rights, you may file a complaint with:

• The Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office — consumer protection division
• The Better Business Bureau (BBB): www.bbb.org
• California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Department of Consumer Affairs.

11. Special Circumstances

Zupas acknowledges that certain extraordinary circumstances may arise. In the event of a natural disaster, severe weather, public health emergency, or other force majeure event that affects our ability to fulfill orders, we will make every reasonable effort to offer refunds or rescheduled deliveries. The specific terms under such circumstances will be communicated directly to affected customers.

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 zupasfood.click with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or customer service inquiries, please contact us using the information below. Our customer support team is available to assist you and strives to respond to all inquiries within 1–2 business days.