Refund Policy

Effective Date: March 29, 2026 | Last Updated: March 29, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering the highest quality food and customer experience. We understand that situations may arise where you are not completely satisfied with your order, and we want to ensure a fair and transparent process for addressing your concerns. This Refund Policy outlines the circumstances under which refunds, exchanges, or cancellations may be granted, as well as the procedures you must follow to request them.

This policy applies to all orders placed through our website at pequodspizzas.click, by phone, or through any authorized third-party delivery platform affiliated with Pequod's Pizza. We encourage all customers to contact us promptly if they experience any issue with their order, as timely communication is essential to resolving complaints effectively.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Food Safety Concerns: The food contained foreign objects, allergens not disclosed during the ordering process, or caused a verifiable adverse reaction.
• Order Never Received: Your delivery order was marked as delivered but was not received, and reasonable effort has been made to locate the package.
• Duplicate Charges: You were charged more than once for a single order due to a technical or processing error.
• Significant Delay: Your order experienced an extraordinary delay beyond our standard delivery or preparation window that was not communicated in advance.

To be eligible for a refund, you must contact us within the timeframe specified in Section 3 below, provide adequate documentation of the issue (such as photos), and have placed your original order through a valid and authorized channel.

3. Timeframes for Refund Requests

We have established the following timeframes for submitting refund requests. Requests made outside of these windows may not be honored at our discretion:

We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if any issues are identified. Delays in reporting concerns may limit our ability to verify the claim and process a refund.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed food items: Refunds will not be issued for food that has been substantially or fully consumed, unless a documented food safety issue is reported.
• Change of mind: We do not offer refunds if you simply change your mind about an order after it has been prepared or dispatched.
• Customization errors by the customer: If you selected incorrect options, toppings, or sizes during the ordering process, we are unable to offer a refund. Please review your order carefully before confirming.
• Delivery fees: Delivery fees are non-refundable unless the order was never delivered or the delivery fee was charged in error.
• Third-party platform orders: For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to those platforms, as we do not control billing on those services.
• Promotional or discounted items: Items purchased using promotional codes or special discounts may have limited refund eligibility, as noted at the time of the promotion.
• Gift cards and digital credits: These are non-refundable once purchased.

5. How to Request a Refund

To request a refund, please follow these steps carefully:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready: your order number, the date and time of the order, a description of the issue, and, where applicable, photographic evidence of the problem (e.g., photos of the incorrect or damaged item).
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequodspizzas.click
3. Step 3 – Submit Your Request: Clearly describe the nature of your issue in your communication. Include your full name, order number, contact information, and any supporting evidence. The more detail you provide, the faster we can process your request.
4. Step 4 – Review and Verification: Our customer support team will review your request and may follow up with additional questions or request further documentation. 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 refund decision and the method by which the refund will be issued. If your request is denied, we will provide a reason for the decision.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used. Please refer to the table below:

Please note that while we initiate the refund on our end promptly upon approval, the time it takes for the funds to appear in your account is subject to your bank's or payment provider's processing schedule, which is outside of our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order.
• The order was partially consumed before the issue was identified.
• A discount, coupon, or promotional code was applied to the original order, and the refund amount is adjusted accordingly.
• Delivery fees or service fees are partially non-refundable as described in Section 4.

In all cases, the amount of any partial refund will be clearly communicated to you before processing, and you will have the opportunity to accept or escalate the matter through our dispute resolution process described in Section 10.

8. Exchange Policy

In lieu of a monetary refund, Pequod's Pizza may offer an exchange or replacement under certain circumstances. Exchanges are subject to the following conditions:

• Incorrect item: If you received the wrong item, we will offer to prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability.
• Food quality issue: If your food did not meet our quality standards and you prefer a replacement over a refund, we will do our best to accommodate your request within a reasonable timeframe.
• Timeliness: Exchange requests must be made within 2 hours of receiving your order.
• Location availability: Exchanges are only available for items that are currently on our menu and available at the relevant location.

Please note that exchanges are offered as a courtesy and do not waive any rights you may have to a monetary refund. If an exchange is not satisfactory, you may still request a refund in accordance with this policy.

9. Cancellation Policy

We understand that circumstances may require you to cancel an order. Our cancellation policy is as follows:

9.1 Orders Not Yet Prepared

If you contact us before your order has entered the preparation stage, we will cancel your order and issue a full refund to your original payment method. Please contact us immediately after placing the order if you wish to cancel.

9.2 Orders Currently Being Prepared

Once your order has entered the preparation stage, we are unable to guarantee cancellation, as our kitchen will have already begun using ingredients and resources to fulfill your order. In such cases, a partial refund may be issued at our discretion, or we may offer a store credit instead.

9.3 Orders Out for Delivery

Once your order has been dispatched for delivery, cancellations are no longer accepted. If you have concerns about a delivered order, please refer to Sections 2 and 5 of this policy.

9.4 Advance Orders and Pre-Orders

For orders placed in advance (e.g., catering orders, event orders), cancellations must be made at least 24 hours prior to the scheduled delivery or pickup time to receive a full refund. Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the total order value, depending on the amount of preparation already completed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

1. Internal Escalation: Contact our senior customer service team by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all previous correspondence and the reason for your dissatisfaction. A senior team member will review your case within 3 business days.
2. Mediation: If the internal escalation does not resolve the issue to your satisfaction, you may request voluntary mediation. Both parties agree to attempt to resolve the dispute through a neutral third-party mediator before pursuing further legal remedies.
3. Consumer Protection Agencies: You have the right to file a complaint with relevant consumer protection agencies, including the Federal Trade Commission (FTC) at ftc.gov or your state's Attorney General's Office. If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA).
4. Chargeback: As a last resort, you may contact your bank or credit card issuer to initiate a chargeback. We ask that you make a good-faith effort to resolve the matter directly with us before taking this step, as chargebacks can result in delays and additional complications.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state consumer protection laws. The Federal Trade Commission Act prohibits unfair or deceptive business practices, and we are committed to full compliance with these standards. Our refund and cancellation practices are designed to be transparent, fair, and consistent with applicable law.

Depending on your state of residence, you may have additional rights. We encourage you to familiarize yourself with your state's consumer protection statutes and to reach out to us if you believe any of our practices are inconsistent with those rights.

12. Amendments to This Policy

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

13. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please contact us using the information below. Our customer support team is ready to assist you.

We value your business and appreciate the opportunity to make things right. Thank you for choosing Pequod's Pizza.