Refund Policy

Effective Date: April 11, 2026  |  Last Updated: April 11, 2026

1. Introduction

Welcome to Pequod's Pizza. This Refund Policy governs all purchases made through our website pizzas-pequods.click, by phone, or in person. By placing an order with us, you agree to the terms set forth in this policy. We encourage you to read this document carefully before completing your purchase.

As a food service business operating in the United States, our refund practices comply with applicable federal consumer protection standards enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.), as well as any applicable state-level consumer protection laws. We are committed to fair, transparent, and timely resolution of all refund and complaint matters.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund or replacement, one or more of the following conditions must be met:

• Incorrect Order: You received a completely different item from what you ordered (e.g., wrong pizza toppings, wrong size, or wrong menu item).
• Poor Food Quality: The food was clearly undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items included in your order were missing from your delivery or pickup bag.
• Significant Delay: Your order was delivered significantly later than the estimated delivery window (more than 45 minutes beyond the stated estimate), and you no longer have use for the food.
• Allergen Concern: Your order contained an ingredient that was specifically excluded due to a documented allergy or dietary restriction clearly communicated at the time of ordering.
• Damaged Packaging: The packaging was severely damaged during delivery, rendering the food unsafe or unusable.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.

Refunds will not be issued based solely on a change of personal preference or if you simply changed your mind after the order was prepared or delivered.

3. Timeframes for Refund Requests

Time is an important factor in food-related refund requests. Because food is perishable and conditions can change rapidly, we require that all refund requests be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may be declined at our discretion. We encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds under any circumstances:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized or special-request items where the customization was prepared as specified by the customer.
• Delivery fees, service fees, or third-party platform fees (e.g., fees charged by delivery aggregators).
• Promotional, discounted, or free items provided as part of a special offer or loyalty reward.
• Orders where the customer provided an incorrect delivery address, resulting in failed or delayed delivery.
• Orders refused at the door without a valid reason after successful preparation and delivery attempt.
• Gift cards or store credit already redeemed in full.

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

To submit a refund request, please follow the steps outlined below. Providing complete and accurate information will help us process your request as quickly as possible.

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. Do not wait. Contact us via email at [email protected] or visit our website at pizzas-pequods.click.
2. Step 2 – Provide Your Order Details: Include your full name, order number or confirmation code, date and time of order, delivery address, and a description of the issue you experienced.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach clear photographs of the incorrect, missing, or poor-quality items. Visual evidence significantly accelerates the review process.
4. Step 4 – Keep the Food (if possible): Do not discard the food in question until our team has reviewed your claim. In some cases, we may request additional information or verification.
5. Step 5 – Await Confirmation: Our team will acknowledge receipt of your refund request within 1 business day and provide a case reference number.
6. Step 6 – Review and Decision: We will review your request and communicate a decision within 3 business days of receipt. If approved, we will initiate the refund or replacement as described below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method. Please refer to the table below:

Please be aware that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution's internal processing times. We have no control over these third-party timelines.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• The food quality issue affected only one item in a multi-item order.
• You consumed a significant portion of the meal before discovering the issue.
• The order was delivered late, but you still accepted and consumed the food.
• A promotional discount was applied to the original order, reducing the refundable amount proportionally.

The amount of a partial refund will be calculated based on the value of the affected item(s) relative to the total order value. Our customer service team will communicate the specific refund amount during the review process.

8. Exchange Policy

Because food is a perishable consumable product, traditional product exchanges are not always practical or safe. However, Pequod's Pizza does offer the following alternatives to monetary refunds when appropriate:

• Replacement Order: If your order was incorrect or missing items, we may offer to prepare and deliver or provide a replacement at no additional charge. Replacement offers are subject to availability and operating hours.
• Store Credit: Instead of a monetary refund, we may offer store credit of equivalent or greater value that can be applied toward a future order placed through pizzas-pequods.click.
• Complementary Items: In cases of minor inconvenience or dissatisfaction, we may offer complimentary sides, beverages, or desserts as a goodwill gesture with a future order.

Customers may express their preference for a refund method when submitting their request, and we will do our best to accommodate reasonable preferences. However, the final determination of the appropriate remedy rests with our management team.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for orders placed through our website or by phone:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen staff have begun preparing it, you will receive a full refund to your original payment method. Cancellation requests must be submitted immediately after placing the order.
• After Preparation Has Begun: If food preparation has already started, cancellations may not be accepted, and refunds will not be issued. In some cases, we may offer store credit as a courtesy.
• After Dispatch for Delivery: Orders that are already en route to your location cannot be canceled. You may refuse the delivery, but this will not entitle you to a refund unless the food is demonstrably unacceptable upon arrival.

9.2 Pre-Orders and Catering Orders

For large group orders, catering requests, or pre-scheduled orders:

• Cancellations made more than 48 hours before the scheduled order time will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value.
• Same-day cancellations for confirmed catering orders may result in no refund, as ingredients and staffing will have already been committed.

To cancel an order, contact us immediately at [email protected] and include your order number and reason for cancellation.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request or believe your claim was not handled appropriately, Pequod's Pizza provides the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or if you disagree with the decision, you may request an escalation to a senior member of our customer service team. To escalate a dispute:

1. Email [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
2. Clearly describe why you believe the initial decision was incorrect or unfair.
3. Attach any additional evidence or documentation that supports your claim.
4. A senior representative will review your escalation within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

If you believe you have been charged in error and our internal resolution process has not resolved the matter to your satisfaction, you retain the right to contact your bank or credit card provider to initiate a chargeback. We comply fully with chargeback procedures governed by card network rules (Visa, Mastercard, American Express, etc.).

10.3 External Consumer Protection Resources

As a consumer in the United States, you also have the right to file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov – for unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov – for payment-related complaints.
• Your State Attorney General's Office – for state-level consumer protection violations.
• Better Business Bureau (BBB): www.bbb.org – for filing business complaints.

We always encourage customers to contact us directly first, as we are committed to resolving all disputes fairly and promptly without the need for external intervention.

11. Food Safety and Health Concerns

If you believe you have experienced a foodborne illness or health issue related to consuming our products, please contact us immediately. Your health and safety are paramount. In addition to processing any applicable refund, we will:

• Conduct an internal investigation with our kitchen and quality control teams.
• Cooperate fully with any relevant health authorities if required.
• Document and address any systemic food safety issues identified as a result of your complaint.

You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to pizzas-pequods.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. 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, order issues, cancellations, or disputes, please contact our customer support team using the information below. We are here to help and aim to respond to all inquiries within 1 business day.