Refund Policy

At Zupas, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that there are occasions when a refund or exchange may be necessary. This Refund Policy outlines the conditions, procedures, and timeframes applicable to refund requests made through our website, new-zupas.click, or at our locations. Please read this policy carefully before placing an order.

1. General Policy Overview

Zupas strives to ensure that every order meets our quality standards and your expectations. If you are dissatisfied with your order for any reason covered under this policy, we encourage you to contact us promptly so we can resolve the matter in a fair and timely manner.

This Refund Policy applies to all purchases made through our online platform at new-zupas.click, via telephone, or in person at our participating locations within the United States. By placing an order with us, you agree to the terms of this policy.

Our refund practices are consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which governs fair and transparent business practices across the country.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that differ from what you ordered.
• 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, contaminated, or otherwise did not meet reasonable quality standards.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction because an allergen was not disclosed or was mislabeled on our menu or order confirmation.
• Order Not Delivered: Your delivery order was confirmed but never received, despite confirmation of delivery by our system or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Significant Delay: Your order experienced an unreasonable and substantial delay beyond our communicated preparation or delivery timeframes, resulting in unusable food.

Refund eligibility is determined on a case-by-case basis. Zupas reserves the right to request supporting evidence, including photographs, order numbers, or written descriptions of the issue.

3. Timeframes for Refund Requests

To ensure we can investigate and resolve your concern effectively, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

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

To request a refund, please follow the steps below:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the specific items in question.
2. Step 2 — Document the Issue: Where applicable, take clear photographs of the incorrect, missing, or substandard items. This documentation will support your refund request.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: new-zupas.click
4. Step 4 — Provide Required Information: In your message, include:
   • Your full name
   • Order number
   • Date and time of order
   • Description of the issue
   • Preferred resolution (refund, replacement, or store credit)
   • Any supporting photographs or documentation
5. Step 5 — Await Review: Our customer support team will review your request and respond within 2 business days with a decision or a request for additional information.
6. Step 6 — Receive Resolution: Upon approval of your refund request, we will notify you of the refund amount and the processing timeline based on your payment method (see Section 6).

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your bank or payment provider. We are not responsible for delays caused by third-party financial institutions. If you have not received your refund within the timeframe listed above, please contact your bank before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Circumstances where partial refunds may apply include:

• Only a portion of the order was incorrect, missing, or unsatisfactory, and the remainder of the order was received as expected.
• The food was partially consumed before the quality issue was identified.
• The order included both refundable and non-refundable items.
• A discount, coupon, or promotional offer was applied to the original order, in which case the refund will reflect the amount actually paid.
• Delivery or service fees are not refunded as part of a partial item refund.

The amount of any partial refund will be determined at our reasonable discretion following a review of the submitted claim and evidence. We will communicate the approved partial refund amount to you before processing.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the amount paid. Please contact us immediately after placing the order if you wish to cancel.
• After Preparation Has Begun: Once food preparation has started, we are unable to cancel the order or issue a full refund. However, if you notify us before pickup or delivery and do not collect or receive the order, we may issue a partial store credit at our discretion.
• After Delivery or Pickup: Once the order has been picked up or delivered, cancellation is no longer available. Refund eligibility is then subject to the conditions outlined in Sections 2 and 4 of this policy.

8.2 Catering and Large Group Orders

For catering orders or large group orders, the following cancellation timeframes apply:

9. Exchange Policy

Where a refund is not the preferred resolution, Zupas may offer an exchange or replacement as an alternative in applicable situations:

• If you received an incorrect item, we may offer to replace it with the correct item at no additional charge, subject to availability and location constraints.
• Replacement items are subject to the same preparation timeframes as regular orders and may not be available for immediate fulfillment in all cases.
• Exchanges are not available for orders where the original item has been fully or substantially consumed.
• If you prefer a replacement over a refund, please indicate this preference when submitting your refund request.
• In some cases, store credit equivalent to the value of the affected item(s) may be offered as an alternative to a monetary refund or replacement.

Exchange requests are subject to the same eligibility conditions and timeframes as refund requests outlined in Sections 2 and 3 of this policy.

10. Dispute Resolution Process

We are committed to resolving all customer concerns promptly and fairly. If you believe your refund request has been handled incorrectly or you are unsatisfied with the outcome, you may initiate the following dispute resolution process:

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer support team, you may request that your case be escalated to a senior member of our management team. Please indicate clearly in your follow-up communication that you are requesting an escalation. We will review your case within 5 business days and provide a final internal determination.

10.2 Chargeback Rights

If you believe you have been wrongfully charged and we have not resolved the issue to your satisfaction, you retain the right to contact your bank or credit card issuer to initiate a chargeback under applicable payment network rules. We encourage you to attempt resolution with us directly before initiating a chargeback, as this allows us the opportunity to correct the issue quickly.

10.3 Consumer Protection Agencies

Customers in the United States may also file complaints with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing or payment disputes.
• Better Business Bureau (BBB): www.bbb.org — for general business complaints and dispute mediation.
• Your State Attorney General's Office: State-level consumer protection offices can assist with complaints under state consumer protection laws.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America. Any legal proceedings shall be conducted in the appropriate jurisdiction based on our business location.

11. Store Credit

In lieu of a monetary refund, we may offer store credit in certain circumstances. Store credit:

• Is valid for use on future orders placed through new-zupas.click or at participating locations.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and may not be redeemed for cash.
• Cannot be combined with certain promotional offers unless otherwise stated.
• Will be issued to the account or email address associated with the original order.

12. Policy Updates

Zupas reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

This Refund Policy was last updated on July 4, 2026. It applies to all orders and transactions processed through new-zupas.click and participating Zupas locations in the United States.