Refund Policy

Effective Date: April 22, 2026 | Last Updated: April 22, 2026

1. Introduction

This Refund Policy governs all purchases, orders, and transactions made through our website at pequods-pizz.rest, by phone, or in person at Pequod's Pizza. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

We take food quality and customer satisfaction seriously. Our goal is to ensure that every pizza, side dish, beverage, and catering order meets the high standards our customers expect. In the event that your experience does not meet those standards, this policy outlines the steps we will take to address your concerns fairly and promptly.

This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state regulations governing food service businesses and consumer transactions.

2. Eligibility for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong crust type, wrong size).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food delivered or picked up was significantly undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions / Ingredient Errors: If an item was prepared with an ingredient you specifically requested to be excluded due to a dietary restriction or allergy that was clearly communicated at the time of ordering.
• Order Not Delivered: A delivery order was never received and could not be confirmed as delivered by our delivery staff or third-party delivery partner.
• Significant Delay: Your order arrived substantially later than the estimated delivery time, resulting in food that was cold, damaged, or otherwise diminished in quality.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A transaction was made on your account that you did not authorize.

To be eligible for a refund, the issue must be reported within the applicable timeframe described in Section 3 below. Refunds are issued at the sole discretion of Pequod's Pizza management, based on the nature and validity of the claim.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order that was prepared correctly and as specified.
• Consumed Orders: If the majority of a food item has been consumed, it will not be eligible for a full refund unless a genuine quality issue is identified.
• Customized Orders: Items prepared with specific customizations requested by the customer (beyond standard menu options) are non-refundable unless they were prepared incorrectly.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, special offer, or at a discounted price are non-refundable unless a quality or accuracy issue is confirmed.
• Gift Cards and Store Credit: Gift card purchases and store credit applied to an account are non-refundable and non-transferable.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are not refundable by Pequod's Pizza directly. Please contact the respective platform for such disputes.
• Catering Deposits: Non-refundable deposits made to secure a catering date or reservation are not subject to refund except in cases of our own inability to fulfill the order.
• Orders Modified After Placement: If you requested modifications after an order had already been confirmed and those modifications caused quality or preference issues, a refund may not be granted.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the food item(s) in question if applicable (e.g., wrong toppings, damaged packaging, undercooked food). Keep your order confirmation, receipt, or order number readily accessible.
2. Step 2 — Contact Us Promptly: Reach out to our customer service team via one of the following methods:
   • Email: [email protected]
   • Website: pequods-pizz.rest
   Please contact us within the applicable timeframe specified in Section 3.
3. Step 3 — Provide Required Information: When submitting your refund request, include the following details:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Method of ordering (website, phone, in-person, third-party app)
   • A clear description of the issue
   • Photographs (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Review Process: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 — Resolution: Once your request has been reviewed and approved, you will receive a confirmation via email along with details of your refund or replacement. If your request is denied, we will explain the reason and offer any available alternatives.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we process refunds on our end promptly, the time it takes for the funds to appear in your account may vary depending on your financial institution. Pequod's Pizza is 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 in the following situations:

• Only certain items in a multi-item order were incorrect or missing.
• A food quality issue affected only a portion of the order.
• The customer partially consumed the food before identifying and reporting the issue.
• A discount, coupon, or promotional credit was already applied to the original order.
• The reported issue is a matter of personal preference rather than a verifiable quality or accuracy problem.

The amount of a partial refund will be calculated based on the value of the affected items minus any applicable discounts already applied. Our team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In many cases, we prefer to resolve order issues by offering a replacement rather than a monetary refund. Exchanges and replacements are subject to the following conditions:

• Same-Day Replacement: If you contact us promptly (within 2 hours of receiving your order) and the issue is confirmed, we will prioritize preparing and delivering a replacement order at no additional charge.
• Credit for Future Order: In cases where a same-day replacement is not feasible (e.g., late-night orders, distance, or staffing limitations), we may offer a store credit equal to or greater than the value of the affected item(s), applicable to your next order.
• Menu Substitutions: If an item is unavailable for replacement, we will work with you to identify a comparable substitute of equal value.
• Catering Orders: Exchanges or replacements for catering orders will be handled on a case-by-case basis and may require advance notice and coordination.

We encourage customers to consider a replacement or store credit as these options often allow us to resolve the issue faster than processing a monetary refund.

9. Cancellation Policy

We understand that circumstances change, and we will do our best to accommodate cancellation requests. However, because our food is prepared fresh to order, our ability to cancel an order depends on its preparation status at the time of the request.

9.1 Standard Orders

• Cancellation Before Preparation Begins: If you request a cancellation before the kitchen has begun preparing your order, you are entitled to a full refund. Please contact us immediately after placing your order if you need to cancel.
• Cancellation During Preparation: If your order is already being prepared at the time of the cancellation request, a full refund may not be available. We may offer a partial refund or store credit depending on the stage of preparation.
• Cancellation After Dispatch: Once an order has been dispatched for delivery or is ready for pickup, cancellations will not be accepted and no refund will be issued unless a qualifying issue is identified upon receipt.

9.2 Catering and Large Orders

• Catering cancellations made 72 hours or more before the scheduled event date are eligible for a full refund of any amounts paid, excluding non-refundable deposits.
• Catering cancellations made between 24 and 72 hours before the event are eligible for a 50% refund of the total order value, excluding deposits.
• Catering cancellations made less than 24 hours before the event are non-refundable, as ingredients and staffing will have already been committed.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may escalate your concern by sending a written appeal to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include all relevant documentation, communications, and a detailed explanation of why you believe the original decision was incorrect. A senior member of our management team will review your escalation and respond within 5 business days.

10.2 Third-Party Mediation

If an internal resolution cannot be reached, either party may request informal mediation through a mutually agreed-upon third-party mediator. The costs of mediation will be shared equally between the parties unless otherwise agreed.

10.3 Consumer Protection Resources

As a consumer in the United States, you also have the right to file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): For payment and billing disputes
• Your state's Attorney General Office or consumer protection agency

10.4 Chargebacks

We encourage customers to attempt resolution with us directly before initiating a chargeback with their bank or credit card company. Chargebacks initiated without prior communication may result in the suspension of your account with Pequod's Pizza. We will cooperate fully with any chargeback investigation and provide all relevant documentation to your financial institution.

11. Contact Information

For all refund requests, questions about this policy, or customer service inquiries, please contact us using the information below:

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pequods-pizz.rest with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services following any modifications constitutes your acceptance of the revised policy.