Refund Policy

Effective Date: April 7, 2026 | Last Updated: April 7, 2026

1. Overview

This Refund Policy applies to all orders placed through our website pizza-pequods.click, by phone, or in person at our establishment. By placing an order with Pequod's Pizza, you agree to the terms outlined in this policy. We encourage all customers to review their orders carefully before finalizing a purchase.

Given the perishable nature of food products, refund eligibility is subject to specific conditions outlined below. Our goal is to handle all refund and complaint requests promptly, fairly, and in accordance with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

Pequod's Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong items included in your order).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, or otherwise not prepared to a reasonable standard of quality and safety.
• Spoiled or Contaminated Food: The food was spoiled, contained foreign objects, or posed a potential health risk upon delivery or pickup.
• Significant Delivery Delay: Your delivery order arrived significantly later than the quoted delivery window (typically more than 45 minutes beyond the estimated delivery time), and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was confirmed and paid for but never delivered and cannot be confirmed as delivered by our team.

To be eligible for a refund, customers must meet the following requirements:

1. The refund request must be submitted within the timeframes specified in Section 3 below.
2. You must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
3. You must be able to describe the issue clearly and, where applicable, provide photographic evidence.

3. Timeframes for Refund Requests

Due to the perishable nature of food, all refund requests must be submitted within a specific window of time. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund at our discretion. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds are not available simply because you changed your mind after placing an order that has already been prepared or dispatched.
• Correctly Prepared Orders: If your order was prepared correctly as specified and delivered in a timely manner, no refund will be issued due to personal taste preferences.
• Customized Orders: Items that were specifically customized to your request (e.g., special dietary modifications, unique ingredient combinations) are non-refundable unless they were prepared incorrectly.
• Delivery Fees: Delivery charges are generally non-refundable unless the order was never delivered or a significant delivery error occurred.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or deeply discounted offer may have restricted refund eligibility, which will be disclosed at the time of purchase.
• Gift Cards: Gift cards or credit vouchers purchased from Pequod's Pizza are non-refundable once issued.
• Orders Disputed After Consumption: If the majority of a food item has been consumed before a quality complaint is raised, Pequod's Pizza reserves the right to deny or reduce the refund amount.

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

To request a refund, please follow the steps below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via:
   • Email: [email protected]
   • Website: pizza-pequods.click
2. Step 2 – Provide Your Order Information: Have the following information ready:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • Delivery address or pickup location
   • Payment method used
3. Step 3 – Describe the Issue: Clearly explain the nature of the problem. Provide as much detail as possible, including what item(s) are affected and how the issue impacted your experience.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photos of the incorrect, missing, or unsatisfactory food items. Visual evidence significantly speeds up the review process.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and will work to resolve the issue as quickly as possible.
6. Step 6 – Refund Decision: Once we have reviewed your request, we will inform you of our decision via email. If approved, your refund will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. This may occur when:

• Only specific items in your order were affected by an issue, and the remainder of the order was correct and satisfactory.
• A food quality complaint is raised after a portion of the item has already been consumed.
• The issue reported had a minor impact on the overall order experience, and compensation proportional to the impact is more appropriate.
• A promotional discount or coupon was applied to the original order, and the refund is adjusted accordingly.
• A delivery fee was non-refundable but the food items themselves qualify for reimbursement.

The amount of any partial refund will be communicated to you clearly before processing, and you will have the opportunity to accept or dispute the offered amount through our dispute resolution process outlined in Section 10.

8. Exchange Policy

In lieu of a monetary refund, Pequod's Pizza may offer an exchange or replacement in certain situations:

• Wrong Item Delivered: If you received the wrong pizza or food item, we will prioritize sending you the correct item as quickly as possible, subject to operational availability.
• Quality Issue – Remade Item: If your food item was unsatisfactory due to preparation error, we may offer to remake the item at no extra charge.
• Store Credit: We may offer store credit equivalent to the value of the affected item(s), which can be used on any future order at pizza-pequods.click.

Exchanges and remakes are subject to the same eligibility and timeframe requirements as monetary refunds. Customers may indicate their preference (refund vs. replacement) when submitting their request, and we will do our best to accommodate reasonable requests.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy below:

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us to cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations may not be honored, or only a partial refund may be available to cover the cost of materials already used.
• After Dispatch (Delivery Orders): Once a delivery order has been dispatched with a driver, cancellations cannot be accepted. You may still file a complaint upon receipt if there is an issue with your order.

9.2 Catering and Large Group Orders

For catering orders or large-volume orders placed in advance:

• Cancellations made 72 hours or more before the scheduled order fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled time may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled fulfillment time are generally non-refundable due to ingredients and staffing already allocated for the order.

To cancel an order, please contact us immediately at [email protected] or through our website at pizza-pequods.click.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. Pequod's Pizza is committed to resolving all disputes fairly and efficiently.

10.1 Internal Escalation

1. If you disagree with the initial decision on your refund request, please reply to your refund correspondence or send a new message to [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
2. Your dispute will be reviewed by a senior member of our customer service team within 3–5 business days.
3. We will provide a final written response outlining our position and any resolution offered.

10.2 External Remedies

If an internal resolution cannot be reached, you may have access to the following external avenues:

• Federal Trade Commission (FTC): As a consumer in the United States, you may file a complaint with the FTC at reportfraud.ftc.gov if you believe our business practices are unfair or deceptive.
• State Attorney General: You may contact your state's Attorney General office to report consumer protection issues or seek mediation.
• Better Business Bureau (BBB): Complaints may be submitted to the BBB for mediation purposes.
• Credit Card Chargebacks: You may contact your credit card issuer or bank to initiate a chargeback if you believe you were wrongly charged. Please note that initiating a chargeback without first attempting to resolve the issue with us directly may delay resolution.
• Small Claims Court: For unresolved disputes involving monetary amounts within the applicable small claims threshold in your state, you retain the right to file a claim in small claims court.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive practices in commerce. Pequod's Pizza is committed to full compliance with all applicable laws, including:

• The FTC Act (15 U.S.C. § 45) – protecting consumers against unfair business practices
• State-level food safety and consumer protection regulations applicable to our place of business
• Payment card network dispute and chargeback regulations

Nothing in this Refund Policy limits or waives your statutory rights as a consumer.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will take effect upon posting to our website at pizza-pequods.click. We recommend that you review this policy periodically to stay informed of any changes. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

To submit a refund request, ask a question about this policy, or escalate a complaint, please contact us using the information below: