Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Overview

At Zupas, customer satisfaction is our highest priority. We understand that issues may occasionally arise with food orders, deliveries, or service experiences. This Refund Policy has been established to provide clear, fair, and transparent guidelines regarding our refund, exchange, and cancellation procedures.

We are committed to resolving all concerns promptly and professionally. If you are not fully satisfied with your order, we encourage you to contact our customer support team as soon as possible so that we may assist you in reaching a satisfactory resolution.

This policy is governed by applicable United States federal consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC), as well as relevant state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (wrong items, wrong size, wrong customization).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Damaged Packaging: Your order arrived with severely damaged packaging that compromised the quality or safety of the food.
• Late Delivery: Your order was delivered significantly beyond the estimated delivery window communicated at the time of purchase, rendering the food unacceptable.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Unfulfilled Orders: Your order was accepted and payment was collected, but the order was never prepared or delivered.
• Allergen Concerns: Your order contained allergens that you specifically requested be excluded, creating a potential health risk.

Refunds will not be issued based solely on personal taste preferences, changes of mind after an order has been prepared, or situations where the customer provided incorrect delivery information.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis at the sole discretion of Zupas management. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed with no substantial portion remaining for review.
• Orders where the customer provided an incorrect delivery address or contact information.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards or store credit once they have been redeemed or used.
• Delivery fees, unless the order was never delivered due to a fault on the part of Zupas.
• Tips and gratuities paid to delivery personnel.
• Service charges or platform fees imposed by third-party delivery services (these are subject to the refund policies of the respective third-party platforms).
• Orders where refusal of delivery was initiated by the customer without a valid reason.
• Changes of mind or personal preference after an order has been confirmed and preparation has begun.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable — strongly recommended for quality or damage claims)
2. Step 2 — Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: zupasgo.click
3. Step 3 — Submit Your Request: Clearly describe the nature of your issue in your message or form submission. Include all relevant order details and attach any supporting photographs or documentation. The more detail you provide, the faster we can resolve your issue.
4. Step 4 — Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our customer support team will review your submission and may reach out for additional information.
5. Step 5 — Review and Decision: Our team will assess your request against the eligibility criteria outlined in this policy. A decision will be communicated to you within 3–5 business days of your initial submission.
6. Step 6 — Refund Processing: If your refund is approved, it will be processed using the applicable method and timeline as outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while Zupas processes refunds on our end within the timeframes listed above, your financial institution or payment processor may require additional time to reflect the credit in your account. Zupas is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only specific items from a multi-item order were affected by a quality issue, damage, or were missing.
• The order was partially consumed before the issue was identified (refund may be proportional to the unconsumed portion).
• A delivery was significantly late but was ultimately received, and the food was still in an acceptable condition.
• A discount, coupon, or promotional credit was applied to the original order — the refund will reflect the actual amount charged rather than the full pre-discount price.
• The quality issue affected only the presentation or packaging rather than the food itself.

The determination of partial refund amounts is made at the discretion of Zupas customer service staff, who will strive to offer a fair and reasonable resolution based on the specific circumstances of each case.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges (replacing one food item with another) may not always be possible. However, we offer the following exchange options where feasible:

• Order Replacement: If your order was incorrect or significantly below our quality standards, and you are located within our delivery area, we may offer to send a replacement order at no additional charge, subject to availability and timing.
• Store Credit Exchange: If a direct replacement is not possible, we may offer store credit equal to the value of the affected items, which can be applied toward a future order.
• Item Substitution at Pickup: For orders placed for in-store or curbside pickup, we may be able to prepare a corrected or replacement item on the spot, depending on kitchen capacity and timing.

Exchange requests are subject to the same reporting timeframes outlined in Section 3 of this policy. We reserve the right to evaluate each exchange request individually and offer the most appropriate resolution.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed through zupasgo.click:

9.1 Pre-Preparation Cancellations

If you wish to cancel an order, please contact us immediately after placing it. Orders that have not yet entered the preparation stage may be cancelled for a full refund. Given the speed at which food preparation begins, this window is typically 5 minutes or less from the time the order is confirmed.

9.2 In-Preparation Cancellations

Once your order has entered the preparation stage, cancellation may not be possible. In such cases, we may offer store credit as a gesture of goodwill, but a full cash refund cannot be guaranteed.

9.3 Out-for-Delivery Cancellations

Orders that are already out for delivery cannot be cancelled. If you wish to refuse delivery upon arrival, please note that this does not automatically entitle you to a refund. Please contact our support team to discuss your options.

9.4 Pre-Order and Scheduled Order Cancellations

For scheduled or pre-orders, cancellations must be submitted at least 2 hours before the scheduled pickup or delivery time to be eligible for a full refund. Cancellations made within 2 hours of the scheduled time may be subject to a partial refund or store credit only.

10. Disputes and Chargebacks

We strongly encourage customers to contact our support team directly before initiating a chargeback or dispute through their payment provider or financial institution. Many issues can be resolved quickly and amicably through direct communication, and chargebacks can create unnecessary delays in resolution for both parties.

If you believe you have been incorrectly charged or have a billing dispute, please email us at [email protected] with the subject line "Billing Dispute" and include your order details. We will investigate and respond within 3–5 business days.

In the event that a chargeback is filed without prior contact with our team, Zupas reserves the right to contest the chargeback with supporting order documentation, including proof of delivery, order confirmation records, and communication logs.

Dispute resolution is governed by applicable United States federal law, including the Fair Credit Billing Act (FCBA), and applicable state consumer protection statutes. Where disputes cannot be resolved directly between the customer and Zupas, either party may seek resolution through applicable legal channels.

11. Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that refund and cancellation policies for those orders are governed primarily by the respective platform's own policies. Zupas has limited control over refund decisions made by third-party platforms.

We recommend contacting the third-party platform directly for refund requests related to orders placed through those services. However, if you believe the issue arose from a food preparation error on our part, you are also welcome to notify us at [email protected], and we will do our best to assist.

12. Policy Modifications

Zupas reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Consumer Rights Under U.S. Law

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable United States federal or state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive business practices, and Zupas is committed to operating in full compliance with all applicable laws and regulations. Residents of certain states may have additional consumer rights under their respective state statutes.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service inquiries, please reach out to our team using the contact information below: