Refund Policy

Effective Date: April 15, 2026  |  Last Updated: April 15, 2026

1. Overview

This Refund Policy applies to all orders placed through our website pizzas-pequods.top, by phone, or in person at our establishment. By placing an order with Pequod's Pizza, you agree to the terms set forth in this policy. We encourage you to read this document carefully before completing any purchase.

As a food service business operating in the United States, our refund practices are guided by applicable consumer protection laws, including standards enforced by the Federal Trade Commission (FTC) under the FTC Act. We aim to handle all refund and complaint requests promptly, professionally, and fairly.

2. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered and to be completely satisfied with their experience. A refund or replacement may be issued under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise not prepared to a reasonable standard of quality.
• Foreign Objects: You discovered a foreign object in your food that poses a safety concern.
• Damaged or Spoiled Items: Items arrived in a condition that makes them unsafe or unfit for consumption.
• Significant Delivery Delay: Your delivery arrived far beyond the quoted estimated time, rendering the food unsuitable for consumption.
• Allergic Ingredient Error: You notified us of a specific food allergy at the time of order and the food was prepared with the allergen present, contrary to your instructions.

Refunds will not be issued for dissatisfaction based solely on personal taste preferences when the order was prepared correctly and as described on our menu.

3. Timeframes for Refund Requests

Timely reporting is essential in the food service industry due to the perishable nature of our products. Please adhere to the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund or replacement. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed or substantially consumed before a complaint is made.
• Dissatisfaction based purely on personal taste preferences when the item was prepared correctly.
• Requests for refunds on correct orders due to a customer changing their mind after delivery or pickup.
• Delivery fees charged by third-party delivery platforms (these are subject to the third-party's refund policy).
• Promotional, discounted, or complimentary items received free of charge.
• Catering deposits where cancellation occurs within 48 hours of the scheduled event (see Cancellation Policy below).
• Custom or specialty orders that were prepared exactly as specified by the customer.
• Refund requests made after the applicable timeframe has passed without extraordinary justification.

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

To request a refund or replacement, please follow these steps:

1. Step 1 — Contact Us Promptly:
   Reach out to our customer support team as soon as you identify the issue. You may contact us by:
   • Email: [email protected]
   • Website: pizzas-pequods.top
2. Step 2 — Provide Your Order Details:
   When contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • Date and time of your order
   • Method of ordering (website, phone, in-person)
   • Payment method used
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence (If Applicable):
   Where possible, please provide photographic or video evidence of the issue (e.g., photos of incorrect items, missing food, or quality concerns). This helps us process your request more efficiently.
4. Step 4 — Review and Assessment:
   Our team will review your request within 1–2 business days. We may contact you for additional information or clarification.
5. Step 5 — Resolution:
   Once your request is reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or a complimentary replacement order.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only certain items in a multi-item order were incorrect or missing (only the affected items will be refunded).
• A portion of the food was consumed before the quality issue was identified, making a full refund unreasonable.
• A discount, promotional code, or store credit was applied to the original order.
• The issue identified is minor in nature and does not warrant a full refund based on our team's fair assessment.
• Delivery fees may be excluded from a partial refund where the delivery itself was successfully completed.

The determination of whether a full or partial refund is appropriate will be made by our customer service team on a case-by-case basis, based on the evidence provided and the nature of the complaint.

8. Exchange and Replacement Policy

In many cases, rather than issuing a monetary refund, Pequod's Pizza may offer to replace your order or provide a substitute item of equal or comparable value. This is often the fastest and most effective way to resolve your concern.

Replacements are subject to the following conditions:

• Replacement orders must be requested within the applicable timeframe outlined in Section 3 above.
• Replacements are offered at no additional cost when the original order error was made by Pequod's Pizza.
• You may choose between a replacement item or a store credit; cash refunds will also be considered based on the circumstances.
• Replacement orders for delivery may be subject to an additional estimated delivery wait time.
• We do not offer exchanges for "change of mind" situations where the order was prepared correctly.

9. Cancellation Policy

Orders for standard delivery and pickup must be cancelled within 5 minutes of placement to be eligible for a full refund, as food preparation begins almost immediately after an order is received.

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of order placement: Full refund issued.
• Cancellation after 5 minutes but before preparation is complete: Partial refund may be issued at our discretion, minus any preparation costs incurred.
• Cancellation after food preparation is complete: No refund will be issued, as the food has already been prepared for your specific order.

9.2 Catering and Large Group Orders

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

Catering orders require a deposit at the time of booking. This deposit is non-refundable if cancellation occurs within 48 hours of the scheduled event date.

10. Dispute Resolution Process

We are committed to resolving all refund and customer service disputes in a fair, timely, and transparent manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Step 1 — Internal Escalation:
   Contact our management team directly via email at [email protected] with the subject line "Refund Dispute Escalation." Please include your original complaint reference number and a description of why you disagree with the initial resolution.
2. Step 2 — Management Review:
   A senior member of our team will review your case within 3–5 business days and provide a final decision in writing via email.
3. Step 3 — Chargeback or Credit Card Dispute:
   If you paid by credit or debit card and you remain unsatisfied after our internal resolution process, you have the right to file a chargeback with your card issuer or bank. We encourage you to exhaust our internal dispute resolution process before pursuing this option, as it helps us resolve issues more efficiently for all parties.
4. Step 4 — Consumer Protection Agencies:
   Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with your state's Attorney General office if you believe your consumer rights have been violated.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed through third-party platforms are primarily governed by the refund and dispute policies of that platform.
• We recommend contacting the delivery platform's customer support directly for the fastest resolution.
• Pequod's Pizza will cooperate with third-party platforms in investigating complaints related to our food preparation.
• Delivery fees, service fees, and tips paid through third-party platforms are not refundable by Pequod's Pizza and are subject to the policies of the respective platform.

12. Our Right to Modify This Policy

Pequod's Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at pizzas-pequods.top with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact details below. Our team is dedicated to responding promptly and resolving your concern as quickly as possible.

This Refund Policy was last reviewed and updated on April 15, 2026. All policy terms are effective as of this date. Pequod's Pizza is committed to providing exceptional food and customer service, and we thank you for choosing us.