Refund Policy

At Pequod's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in crafting high-quality pizzas and delivering an exceptional dining experience. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and resolve disputes. Please read this policy carefully before placing your order. By ordering from us — whether in-store, by phone, or through our website at pizzas-pequods.rest — you agree to the terms described herein.

1. Our Commitment to Quality

We understand that food orders are time-sensitive and unique. Unlike physical retail products, food items are perishable and prepared specifically upon request. Because of this, our refund policy is designed to balance fairness to our customers with the operational realities of a food service business. We will always strive to make things right when an error occurs on our part.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any relevant state-specific regulations. Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) as they relate to personal data used during transactions.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Poor Food Quality: The food you received was undercooked, overcooked, or otherwise failed to meet reasonable quality standards due to an error on our part.
• Food Safety Concerns: You have a documented concern regarding food safety, such as the presence of a foreign object or an ingredient you specifically requested to be omitted due to an allergy.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory or inedible.
• Order Duplication: Your order was charged twice due to a technical error on our website or payment processing system.

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside of these windows may not be honored, as we are unable to verify the condition of the food or the circumstances of the order after a reasonable period has elapsed.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions:

• Orders that have been fully consumed with no remaining evidence of the alleged issue.
• Customized orders prepared exactly as specified by the customer (e.g., you ordered a specific combination and later changed your mind).
• Delivery fees, service charges, and applicable taxes.
• Gift cards, promotional credits, or coupon codes used in a transaction.
• Orders where the dissatisfaction is based solely on personal taste and no preparation error occurred.
• Delayed orders caused by circumstances beyond our control, such as severe weather, natural disasters, or traffic conditions.
• Orders picked up by the customer where the incorrect pickup was made by a third party not affiliated with Pequod's Pizza.

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

Requesting a refund from Pequod's Pizza is straightforward. Please follow these steps to ensure your claim is processed as quickly and smoothly as possible:

1. Gather Your Information: Before reaching out, have the following ready:
   • Your full name
   • Order number or confirmation email
   • Date and time of your order
   • Description of the issue
   • Photographs of the problem (if applicable, such as wrong items or food quality issues)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-pequods.rest
3. Submit Your Claim: Provide all relevant details and attach any supporting photos. The more information you provide, the faster we can evaluate your claim.
4. Await Confirmation: Our team will acknowledge your request within 1 business day and provide you with an update on the status of your refund evaluation.
5. Resolution: Once your claim is reviewed and approved, we will notify you of the refund method and estimated processing time (see Section 6 below).

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 note that Pequod's Pizza is not responsible for additional delays caused by your bank or financial institution. If you have not received your refund within the stated timeframe, we encourage you to 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. Partial refunds may apply in the following cases:

• Only a portion of your order was incorrect or missing, and the remainder of the order was satisfactory.
• The food item had a minor quality issue that does not warrant a full refund but merits some form of compensation.
• A promotional discount or coupon was applied to the original order, in which case the refund amount will reflect the actual amount paid for the affected item(s).
• The customer consumed a significant portion of the order before reporting a quality issue, in which case only a partial refund may be justified.

Partial refund amounts will be communicated to you clearly before processing, and you will have the opportunity to accept or escalate to our dispute resolution process (see Section 10).

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning one item for another) are handled differently than non-perishable retail goods. Our exchange policy works as follows:

• Remakes: If your order was incorrect due to our error, we will offer to remake the item at no additional charge. This is our preferred solution as it allows you to receive what you originally ordered as quickly as possible.
• Substitutions: If the item you ordered is unavailable at the time of the remake, we will offer a comparable substitute of equal or greater value, subject to your approval.
• Upgrade Option: In select cases where significant inconvenience has occurred, we may offer a complimentary upgrade or a store credit for a future order.

Exchanges or remakes must be requested within the same timeframes outlined in Section 3 and are subject to store availability and operating hours.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited:

9.1 Before Preparation Begins (Within 5 Minutes)

If you contact us within 5 minutes of placing your order and preparation has not yet started, we will cancel your order and issue a full refund. The refund will be processed according to the timelines in Section 6.

9.2 After Preparation Has Begun

Once your order is in preparation, cancellations are generally not accepted. In exceptional circumstances, we may issue a partial refund or store credit at our discretion. Please contact us immediately if you need to cancel.

9.3 Delivery Orders

For delivery orders, cancellations may be possible if the order has not yet been picked up by the delivery driver. Once the order is in transit, cancellations are not possible.

9.4 Third-Party Delivery Platforms

If you placed your order through a third-party delivery app (e.g., DoorDash, Uber Eats, Grubhub), cancellation and refund requests must be directed to that platform in accordance with their respective policies. Pequod's Pizza does not control the cancellation terms of third-party platforms.

10. Dispute Resolution Process

We always aim to resolve any issue amicably and promptly. If you are not satisfied with the outcome of your refund request, we encourage the following escalation steps:

1. Step 1 — Internal Review Request: Contact us at [email protected] and request that your case be escalated to a senior team member for a second review. Please include your original claim reference number.
2. Step 2 — Formal Written Complaint: If the internal review does not resolve your concern, you may submit a formal written complaint. We will respond in writing within 5 business days with a final determination.
3. Step 3 — Chargeback (Payment Dispute): If you paid by credit or debit card and believe a charge was made in error, you have the right to initiate a chargeback through your bank or card issuer. We ask that you exhaust our internal resolution process first, as this leads to faster outcomes for both parties.
4. Step 4 — Consumer Protection Agencies: You may also contact the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection agency if you believe your consumer rights have been violated.

Pequod's Pizza is committed to good-faith dispute resolution and will cooperate fully with any legitimate inquiry from regulatory bodies or consumer protection agencies.

11. Special Considerations for Allergies

If you have a food allergy or dietary restriction, it is your responsibility to inform us at the time of ordering. While we make every effort to accommodate allergy requests, we operate in a kitchen environment where cross-contamination is possible. If an allergy-related error is confirmed to be our fault (e.g., an ingredient was not removed as specifically requested), you may be eligible for a full refund and we will take immediate corrective action.

For health and safety concerns stemming from an allergic reaction, please seek medical attention immediately before contacting us about a refund.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizzas-pequods.rest. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us through the following channels. Our customer service team is here to help you: