Refund Policy

Effective Date: April 26, 2026 | Last Updated: April 26, 2026

1. Overview

At Pequod's Pizza, customer satisfaction is our top priority. We are committed to delivering fresh, high-quality food products and an exceptional dining and ordering experience. Because we deal in perishable food items, our refund policy is specifically designed to balance fairness to our customers with the operational realities of a food service business.

This Refund Policy explains when and how you may be eligible for a refund, how to submit a refund request, how long processing takes, and what items or circumstances are excluded from our refund program. We encourage you to contact us as soon as possible if you experience any issue with your order.

For any questions about this policy, please contact us directly:

2. Eligibility Conditions for Refunds

Not every order situation automatically qualifies for a refund. Pequod's Pizza will consider refund requests under the following eligible conditions:

2.1 Qualifying Circumstances

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in a condition that was clearly unacceptable, such as being undercooked, significantly overcooked, contaminated, or otherwise inedible.
• Significant Delivery Delay: Your delivery was delayed beyond a reasonable timeframe as communicated at checkout, and the food arrived in a spoiled or unacceptable condition as a direct result of that delay.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was marked as delivered but you did not receive it, and our investigation confirms a fulfillment error on our part.
• Allergen Error: The order contained an ingredient that you specifically requested be omitted due to a documented allergy or dietary restriction, and this request was clearly noted on your order.

2.2 General Eligibility Requirements

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe as described in Section 3 below.
• You must provide sufficient documentation, such as a photo of the incorrect or unsatisfactory item, your order confirmation number, and a description of the issue.
• The issue must be attributable to an error made by Pequod's Pizza or a third-party delivery partner acting on our behalf.
• Refund requests based purely on personal preference (e.g., "I changed my mind" or "I did not enjoy the taste") do not qualify, as food products are prepared fresh to order.

3. Timeframes for Refund Requests

Due to the perishable nature of our food products, we require that refund requests be submitted promptly. The following timeframes apply:

4. Non-Refundable Items and Circumstances

Certain items and situations are not eligible for refunds under this policy. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving your order.
• Taste Preferences: Dissatisfaction based solely on personal taste preferences does not qualify, as our food is prepared according to our established recipes and your specified order.
• Consumed Items: If a majority of a disputed food item has already been consumed, a refund may not be issued unless the complaint involves a documented food safety concern.
• Customer-Caused Errors: If the error was caused by incorrect information provided by the customer at the time of ordering (e.g., wrong address entered, wrong customization selected), the order will not be eligible for a refund.
• Third-Party Delivery Platform Orders: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), the refund must be requested through that platform's own refund policy. Pequod's Pizza is not responsible for third-party platform disputes.
• Promotional and Discounted Items: Items purchased using special promotions, discount codes, or as part of a limited-time offer may have limited or no refund eligibility as noted at the time of the promotion.
• Delivery Fees and Service Charges: Delivery fees, service fees, and tips are generally non-refundable unless the order was not fulfilled or was cancelled due to our error.
• Late Requests: Requests submitted beyond the applicable timeframes are not eligible for refunds.

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

To initiate a refund request with Pequod's Pizza, please follow the steps below carefully. Providing complete and accurate information will help us process your request as quickly as possible.

Step 1: Gather Your Information

Before contacting us, prepare the following:

• Your order confirmation number or receipt
• The date and time of your order
• Your full name and contact email or phone number associated with the order
• A clear description of the issue you experienced
• Photographic evidence of the problem (if applicable, e.g., wrong item, quality issue)

Step 2: Contact Our Customer Support Team

Submit your refund request by emailing us at [email protected]. In the subject line, write: "Refund Request – [Your Order Number]". Include all of the information gathered in Step 1 in the body of your email.

Step 3: Await Confirmation

Our customer support team will send you an acknowledgment email within 1 business day confirming that we have received your request. This confirmation will include a reference number for your case.

Step 4: Review and Investigation

Our team will review your claim, investigate the details of your order, and may reach out to you for additional information or clarification. This process typically takes 2 to 5 business days.

Step 5: Refund Decision

Once our review is complete, we will notify you of our decision via email. If your refund is approved, we will initiate the refund to your original payment method. If your request is denied, we will provide a clear explanation of why it did not meet the criteria outlined in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution's policies may affect how quickly the credit appears on your statement. We are not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only a portion of the order was incorrect or missing: If only one item in a multi-item order was affected, we will refund the value of that specific item rather than the entire order.
• Partially consumed order with a valid quality complaint: If a significant portion of an item was consumed before a quality issue was identified, a partial refund may be issued at our discretion, taking into account the severity of the complaint and the amount consumed.
• Promotional orders: If a discount was applied to the order, the refund will be calculated based on the actual amount paid for the affected item(s), not the original pre-discount price.
• Delivery fee adjustments: In situations where a delivery delay caused minor quality issues but the order was otherwise acceptable, we may issue a partial refund limited to the delivery fee.

The determination of whether a partial or full refund is appropriate will be made by our customer support team on a case-by-case basis, and we will always strive to reach a fair resolution.

8. Exchange Policy

Because Pequod's Pizza serves freshly prepared food products, traditional exchanges (returning one physical product for another) are not always feasible in the same way they are for retail goods. However, we do offer order corrections under the following conditions:

• Incorrect Item Delivered: If you received the wrong item, we will prepare and deliver the correct item if you are within our delivery zone and the correction can be made within a reasonable timeframe. This is subject to availability and operating hours.
• In-Store Pickup Corrections: If you are picking up your order in-store and notice an error before leaving, our team will correct the order at no additional cost.
• Remake Policy: In cases where a quality issue is clearly the result of an error on our part, we may offer to remake your order as an alternative to a monetary refund. This option will be presented to you during the resolution process.

Exchanges and remakes are offered at our discretion and are subject to our operating hours, ingredient availability, and the nature of the issue reported.

9. Cancellation Policy

Because our food is prepared fresh and quickly after an order is placed, our cancellation window is limited. Please review our cancellation terms carefully:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund if the kitchen has not yet begun preparing your food. Contact us immediately at [email protected] or by phone to request cancellation.
• After 5 minutes: Once food preparation has begun, cancellations are generally not accepted. A refund will not be issued for orders that are already in preparation.
• Exception – Store Closure or Inability to Fulfill: If we are unable to fulfill your order due to an unexpected closure, ingredient shortage, or other operational issue on our end, you will receive a full refund regardless of when the order was placed.

9.2 Catering and Large Orders

For catering orders or large group orders (typically orders exceeding $150 in value), the following cancellation terms apply:

• More than 48 hours before scheduled pickup/delivery: Full refund issued.
• 24 to 48 hours before scheduled pickup/delivery: 50% refund issued.
• Less than 24 hours before scheduled pickup/delivery: No refund will be issued, as ingredients and labor will have already been allocated.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following steps:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request that your case be reviewed by a senior member of our customer experience team. To escalate, send an email to [email protected] with the subject line "Refund Dispute Escalation – [Your Case Reference Number]". Please include a summary of your original complaint and the reason you believe the decision should be reconsidered.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you were wrongfully charged. This right is protected under the Fair Credit Billing Act (FCBA). However, we ask that you attempt to resolve the matter with us directly before initiating a chargeback, as this allows us the opportunity to make things right more quickly.

10.3 Consumer Protection Agencies

If you believe our business practices violate consumer protection laws, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Resolution Preference

Pequod's Pizza strongly prefers to resolve all disputes informally and amicably. We are committed to working with you in good faith to reach a fair outcome. We ask that before pursuing any formal or legal remedy, you allow us at least 15 business days to attempt to resolve the matter directly with you.

11. Amendments to This Policy

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizz-pequods.click. We encourage you to review this policy periodically. Your continued use of our website and services after any changes are posted constitutes your acceptance of the revised policy. The "Last Updated" date at the top of this page will reflect the most recent revision.

12. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Pequod's Pizza operates. Any disputes arising out of or relating to this policy shall be subject to the jurisdiction of the appropriate federal or state courts. Consumer rights under the Federal Trade Commission Act and applicable state consumer protection statutes are expressly preserved.

13. Contact Us

If you have any questions, concerns, or requests related to this Refund Policy, please do not hesitate to reach out to our customer support team. We are here to help and committed to ensuring your experience with Pequod's Pizza is a positive one.