Refund Policy

Effective Date: March 20, 2026  |  Last Updated: March 20, 2026

1. Introduction

Punch's Pizza ("we," "us," "our," or "the Company") is committed to delivering fresh, high-quality food products and an exceptional customer experience. We understand that issues can arise with food orders, and we have established this Refund Policy to address those situations fairly and transparently.

This policy applies to all purchases made directly through our website (punchs-pizza.rest), by phone, or in-store at any Punch's Pizza location. By placing an order with us, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level regulations.

Please read this policy carefully before placing your order. If you have any questions, do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Punch's Pizza order. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered, such as the wrong pizza toppings, wrong size, or wrong menu 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 you received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards expected of a food service establishment.
• Significant Delivery Delay: Your delivery order was significantly delayed beyond the estimated delivery time provided at the time of ordering, rendering the food unsatisfactory (e.g., cold, dried out).
• Damaged Food: Your order arrived in a condition that made it unfit for consumption due to packaging failure or handling issues on our part.
• Allergic Reactions Due to Our Error: If you clearly communicated a food allergy at the time of ordering and we failed to accommodate it, resulting in an allergic ingredient being included in your order.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical error on our end.

To be eligible for a refund, you must report the issue within the timeframes specified in Section 3 of this policy. We reserve the right to request evidence of the issue, such as photographs of the food or packaging, before processing a refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for refunds:

• Change of Mind: If you simply change your mind about your order after it has been prepared or delivered, we are unable to offer a refund.
• Incorrect Address Provided: If a delivery could not be completed or was delivered to the wrong location because an incorrect address was provided by the customer.
• Customer Unavailability: If our delivery driver was unable to complete delivery because the customer was unavailable and did not respond to contact attempts.
• Customization Preferences Not Communicated: If you did not specify a preference or customization at the time of ordering and received the standard version of an item.
• Partially Consumed Food: Refunds will not be issued for food that has been substantially consumed (more than half eaten) unless there is a documented quality or safety issue.
• Promotional or Complimentary Items: Items provided for free as part of a promotional offer are not eligible for refund or exchange.
• Orders Placed Through Third-Party Platforms: Orders placed through third-party delivery applications (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' respective refund policies. Please contact the third-party platform directly for such orders.
• Gift Cards and Vouchers: Once purchased, gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 — Document the Issue: Take clear photographs of the food, packaging, or receipt that demonstrates the problem (e.g., wrong item, poor quality, missing item). This documentation will help us process your request more quickly.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: punchs-pizza.rest
3. Step 3 — Provide Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Description of the issue
   • Photos or documentation of the problem (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Process: Our customer support team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process the appropriate refund, replacement, or store credit as agreed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the refund to appear in your account depends on your payment method:

7. Partial Refunds

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

• Only some items in your order were incorrect or missing, and the rest of the order was satisfactory.
• The food quality issue affected only part of your order (e.g., one pizza was unsatisfactory out of a multi-item order).
• You have already consumed a significant portion of the food before identifying a quality issue.
• The delivery was delayed but the food was still acceptable, warranting compensation rather than a full refund.
• A discount, coupon, or promotional code was applied to the original order — refunds will reflect the actual amount paid, not the pre-discount price.

The amount of a partial refund will be determined at the sole discretion of our customer support team, taking into account the nature and extent of the issue. We strive to be fair and reasonable in all such determinations.

8. Exchange Policy

In many cases, especially for incorrect or missing items, we may offer to replace or re-prepare your order rather than issue a monetary refund. Exchanges are handled as follows:

• Replacement Orders: If you received an incorrect item, we may offer to send you the correct item as a replacement at no additional charge, subject to availability and operational hours.
• Missing Items: If items were missing from your order, we may either deliver the missing items separately or issue a store credit equivalent to the value of the missing items.
• Quality Replacements: If the quality of a food item was unsatisfactory, we may offer to re-prepare and re-deliver the item. This option is typically available for delivery orders within a reasonable distance.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent or greater value that can be applied to a future order at Punch's Pizza.

Exchanges or replacements are subject to our operating hours and geographic delivery range. We cannot guarantee a same-day replacement in all circumstances.

9. Cancellation Policy

We begin preparing orders shortly after they are received to ensure freshness and timely delivery. As a result, our cancellation window is limited:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that food preparation has not yet begun.
• If preparation has already started, we are unable to cancel the order. In exceptional circumstances, we may offer store credit at our discretion.
• To cancel an order, contact us immediately by email at [email protected] or through our website at punchs-pizza.rest.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders and scheduled orders (e.g., for events or catering) may be cancelled for a full refund up to 24 hours before the scheduled delivery or pickup time.
• Cancellations made between 12–24 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the order total.
• Cancellations made less than 12 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the order total.
• No refund will be issued for cancellations made after food preparation has begun for scheduled orders.

9.3 In-Store Orders

• In-store orders that have not yet entered preparation may be cancelled at no charge.
• Once preparation has begun, in-store orders cannot be cancelled or refunded, except in cases of quality or accuracy issues as described in Section 2.

10. Dispute Resolution Process

We are committed to resolving all customer concerns quickly and fairly. If you are dissatisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. First Contact: Submit your initial refund request to our customer support team as described in Section 5 above. Most issues are resolved at this stage within 1–2 business days.
2. Escalation: If you are unsatisfied with the initial response, you may request escalation to a senior member of our management team by clearly stating in your email or message that you wish to escalate the matter. Please reference your original request or ticket number.
3. Formal Complaint: If your concern remains unresolved after escalation, you may file a formal written complaint to our business address. We will acknowledge receipt within 5 business days and aim to provide a final resolution within 15 business days.
4. External Resources: If we are unable to resolve the dispute to your satisfaction, you retain the right to pursue external remedies, including:
   • Filing a complaint with the Federal Trade Commission (FTC) at www.ftc.gov
   • Filing a complaint with your state's Attorney General's Consumer Protection Division
   • Initiating a chargeback through your credit card issuer or bank, in accordance with their policies
   • Seeking resolution through small claims court in your applicable jurisdiction

11. Consumer Rights Under U.S. Law

This Refund Policy does not limit any rights you may have under applicable United States federal or state consumer protection laws. Depending on your state of residence, you may have additional rights beyond those described in this policy. Relevant laws include but are not limited to:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive business practices.
• California Consumer Privacy Act (CCPA/CPRA): If you are a California resident, you may have additional rights regarding your personal data used in connection with your order and refund request.
• State-Specific Consumer Protection Laws: Many states have additional consumer protection regulations that may provide you with rights beyond those described herein.

Nothing in this policy is intended to waive or limit your statutory rights under applicable law.

12. Changes to This Refund Policy

Punch's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at punchs-pizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. 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 requests, questions, or concerns related to this policy, please contact us using the information below. Our customer support team is available to assist you and will respond as promptly as possible.

This Refund Policy was last updated on March 20, 2026, and is effective as of the same date. All rights reserved © 2026 Punch's Pizza.