Refund Policy

At Pequod's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and service. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at pizza-pequods.rest or through any of our affiliated ordering channels.

By placing an order with Pequod's Pizza, you agree to the terms outlined 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 relevant state regulations.

1. Our Commitment to Quality

Pequod's Pizza is committed to delivering fresh, high-quality food products to every customer. We prepare our food with care and attention to detail. However, we understand that issues can occasionally arise — whether related to food quality, incorrect orders, delivery problems, or other service concerns. In such cases, we are committed to making things right in a fair and timely manner.

This policy applies to all orders placed directly through our website (pizza-pequods.rest), by phone, or in-store. Please note that orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) may be subject to those platforms' own refund policies. We encourage you to contact us directly regardless, and we will do our best to assist you.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item or order that does not match what you ordered (wrong pizza toppings, wrong size, wrong items, etc.).
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Delivery Not Received: Your delivery order was never delivered and cannot be confirmed by our delivery records or third-party tracking.
• Significant Delay: Your order experienced an unreasonable and significant delay beyond our stated delivery timeframe, causing the food to be unacceptable upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Allergic Reaction or Safety Concern: If you specified an allergy or dietary restriction and your order was prepared incorrectly, resulting in a health concern. (Note: documentation may be requested.)

Refund eligibility is assessed on a case-by-case basis. Pequod's Pizza reserves the right to request photographic evidence, order confirmations, or other supporting information before approving a refund.

3. Timeframes for Refund Requests

To ensure we can investigate and resolve your concern appropriately, please submit your refund request within the following timeframes:

Requests submitted outside of these timeframes may be declined. However, we encourage you to contact us regardless — we will always review each situation with fairness and good faith.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after food preparation has begun.
• Food items that have been substantially consumed before a complaint is made.
• Customized orders where the customer provided specific instructions that were followed correctly.
• Delivery fees, where the delivery was successfully completed.
• Promotional, discounted, or free items provided as part of a special offer.
• Gift cards and promotional credits (these are non-refundable and non-transferable).
• Orders that were picked up and consumed without any immediate complaint at the time of pickup.
• Orders canceled after food preparation has already begun (partial refund may apply — see Section 7).

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

Follow these steps to submit a refund request with Pequod's Pizza:

1. Gather Your Information: Have your order number, the date and time of your order, and your contact details ready. If your issue involves food quality or incorrect items, take clear photographs of the food and packaging before disposing of anything.
2. Contact Us: Reach out to our customer service team via one of the following methods:
   • Email: [email protected]
   • Website: pizza-pequods.rest
3. Describe Your Issue: Clearly explain the nature of your complaint. Include your order number, what was wrong, and what resolution you are seeking (refund, replacement, credit, etc.).
4. Submit Supporting Evidence: Attach any photographs, screenshots of order confirmations, or other relevant documentation that supports your claim.
5. Receive Confirmation: Our team will acknowledge your request within 1 business day via your provided email address.
6. Review and Decision: We will review your claim and notify you of our decision within 3–5 business days. In some cases, we may follow up with additional questions.
7. Refund or Resolution Issued: If your refund is approved, it will be processed according to the timeframes outlined in 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 while we initiate refunds promptly on our end, processing times are ultimately determined by your bank or payment provider. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of substandard quality.
• Your order was substantially correct, but one component did not meet expectations.
• You accepted and consumed part of an order before reporting an issue.
• A delivery delay occurred, but the food was ultimately delivered and partially acceptable.
• Cancellation was requested after food preparation had begun but before the order was dispatched or ready for pickup.

The amount of any partial refund will be determined at the discretion of Pequod's Pizza based on the nature and extent of the issue reported. We will always strive to offer a fair resolution.

8. Exchange Policy

In cases where you received an incorrect item, Pequod's Pizza may offer a replacement order rather than a monetary refund, depending on the circumstances. Exchanges or replacements are subject to the following conditions:

• The replacement item must be of equal or lesser value to the original item ordered.
• Replacement orders are subject to availability and standard preparation times.
• Exchanges must be requested within the eligible timeframes outlined in Section 3.
• For delivery orders, we will arrange for redelivery at no additional charge, subject to our delivery area and operating hours.
• For pickup orders, you will be notified when your replacement is ready for collection.
• We do not accept returns of food items at our location for hygiene and food safety reasons.

9. Cancellation Policy

We understand that plans can change. However, because food preparation begins almost immediately after an order is confirmed, our ability to cancel orders is limited by operational constraints.

9.1 Online and Phone Orders

• Cancellations must be requested within 5 minutes of placing your order for a full refund.
• After 5 minutes, your order may already be in preparation, and cancellation may not be possible, or only a partial refund may be available.
• Once your order has been dispatched for delivery or marked as ready for pickup, cancellation is no longer available.

9.2 In-Store Orders

• In-store orders may be canceled before food preparation begins. Please speak with a staff member immediately if you need to cancel.
• Once food preparation has commenced, cancellations are at the discretion of store management.

9.3 Catering and Large Group Orders

• Catering orders and large group orders (10+ pizzas or a value exceeding $150) require a minimum of 24 hours notice for cancellation to receive a full refund.
• Cancellations within 12–24 hours of the scheduled pickup or delivery time may be eligible for a 50% refund or store credit.
• Cancellations with less than 12 hours notice will not be eligible for a refund, as ingredients and preparation will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pequod's Pizza offers a structured dispute resolution process to ensure your concerns are heard and addressed fairly.

Step 1: Internal Review

Contact our customer service team at [email protected] and request an escalated review of your case. Please reference your original complaint number or order number. A senior member of our team will re-examine your case within 5 business days.

Step 2: Mediation

If the internal review does not result in a resolution satisfactory to both parties, either party may request informal mediation. We are committed to engaging in good-faith discussions to reach a mutually agreeable outcome.

Step 3: Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your credit card issuer or bank if you believe you were charged for goods or services not received or substantially different from what was ordered. This right is protected under federal law, including the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage you to attempt to resolve the issue directly with us first, as chargebacks can take longer to resolve.

Step 4: Consumer Protection Agencies

You may also file a complaint with the following consumer protection authorities if you believe your rights have been violated:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please be aware of the following:

• Payment for such orders is processed through the third-party platform, not directly by Pequod's Pizza.
• Refund and cancellation requests for these orders should be initiated through the respective platform's customer support.
• Pequod's Pizza does not have access to payment information for third-party platform orders and cannot issue direct refunds for these transactions.
• However, we encourage you to contact us directly with any food quality concerns so we can log the issue and continuously improve our service.

12. Policy Modifications

Pequod's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizza-pequods.rest. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or any questions related to this policy, please reach out to us using the contact information below. Our customer service team is ready to assist you.

When contacting us, please include the following to help us resolve your issue as quickly as possible:

• Your full name
• Your order number
• Date and time of your order
• Nature of your complaint or refund request
• Any supporting photos or documentation
• Your preferred resolution (refund, replacement, store credit, etc.)