Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Introduction

This Refund Policy ("Policy") applies to all purchases, orders, and transactions made through our website at pequodspizzas.rest, by phone, or in person at Pequod's Pizza locations. By placing an order with us, you agree to the terms outlined in this Policy.

We are committed to customer satisfaction and will work diligently to resolve any issues related to your food order in a fair, timely, and transparent manner. This Policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong pizza size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Damaged Food: Your order arrived in a condition that made it unfit for consumption due to spillage, crushing, or improper packaging during delivery.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory.
• Allergic Reaction Risk: Your order contained an ingredient that you explicitly requested be omitted due to a food allergy or dietary restriction, as noted at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Charges: A transaction was processed on your account without your knowledge or authorization.

To be eligible for a refund, you must:

1. Contact us within the applicable refund request timeframe outlined in Section 3 below.
2. Provide your order number, date of purchase, and a description of the issue.
3. Provide photographic evidence where applicable (e.g., incorrect item, damaged food, missing items).
4. Have paid for the order through a verifiable payment method.

3. Timeframes for Refund Requests

To ensure prompt resolution, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders at the time of pickup or delivery and to contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Orders that were correctly prepared and delivered but are no longer wanted due to a change of preference or appetite.
• Consumed Orders: Refunds will not be issued for food items that have been substantially consumed, unless a verifiable quality issue is reported promptly.
• Customized Orders: Pizzas or menu items that were specially customized per the customer's instructions and prepared correctly as specified are generally non-refundable.
• Promotional and Discounted Items: Items purchased as part of a special promotion, at a heavily discounted rate, or using a one-time coupon code may not qualify for a refund unless the issue qualifies under our eligibility criteria.
• Delivery Fees: Delivery charges are non-refundable unless the order was never delivered or a delivery error was made on our part.
• Tips and Gratuities: Tips paid to delivery drivers or staff are non-refundable.
• Gift Cards and Store Credit: Once issued, gift cards and store credit are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' refund policies and must be addressed directly through them.

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

Follow the steps below to submit a refund request:

1. Step 1 – Gather Your Information: Before reaching out, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the problem
   • Photos or screenshots of the issue (if applicable)
2. Step 2 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pequodspizzas.rest
3. Step 3 – Submit Your Request: Provide all relevant details including your order number, the nature of the issue, and any supporting documentation such as photographs of incorrect or damaged items.
4. Step 4 – Receive Confirmation: Once your request is received, you will receive an acknowledgment within 1–2 business days. We may follow up with additional questions to verify your claim.
5. Step 5 – Review and Resolution: Our customer service team will review your request and notify you of the outcome within 3–5 business days of receiving all necessary information.
6. Step 6 – Refund Issuance: If your refund is approved, the amount will be credited back to your original payment method or issued as store credit, depending on your preference and the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly upon approval, the actual timing of when funds appear in your account may depend on your bank or financial institution's processing schedule. Pequod's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued for the affected items only.
• The food quality issue affected only part of the order (e.g., one pizza out of two was improperly prepared).
• A customer consumed a significant portion of the food before reporting a quality issue — a partial refund reflecting the unsatisfactory portion may be issued.
• A delivery delay affected part of the order but other items remained satisfactory.
• Promotional discounts applied to the original order — refunds will reflect the actual amount paid, not the full retail price.

The determination of partial versus full refunds is made on a case-by-case basis at the discretion of Pequod's Pizza customer service management.

8. Exchange Policy

Due to the perishable nature of food products, exchanges work differently from traditional retail. Our exchange policy is as follows:

• In-Store Orders: If you receive an incorrect item at our physical location, we will remake your order at no charge as soon as the error is reported. Please bring the incorrect item back with you so we can verify the error.
• Delivery Orders: If your delivery order contains an incorrect item, we will either offer to re-deliver the correct item (subject to availability and geographic feasibility) or issue a refund for the affected item(s). A re-delivery may take additional time depending on kitchen volume and delivery distance.
• Pickup Orders: If you discover a mistake in your pickup order after leaving our location, please contact us immediately at [email protected]. We will evaluate the situation and offer a replacement, partial refund, or store credit as appropriate.

Exchanges or replacements are subject to food safety guidelines. We are unable to accept returned food items for reuse under any circumstances.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy based on order type:

9.1 Online and Phone Orders

Because our kitchen begins preparing orders almost immediately after confirmation, cancellations are only accepted within 5 minutes of placing an order. To cancel, you must contact us immediately by calling us or emailing [email protected] with your order number. If the cancellation is received in time and the food preparation has not yet begun, a full refund will be issued.

9.2 Orders Already in Preparation

Once your order has entered the preparation stage, it cannot be cancelled for a full refund. In extenuating circumstances (e.g., medical emergency), a partial refund or store credit may be offered at our discretion.

9.3 Catering and Large Group Orders

Catering orders or large group orders (typically 10 or more pizzas) require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund or store credit. Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients and staff have already been committed.

9.4 Scheduled and Future Orders

Orders placed in advance for a future date may be cancelled with a full refund up to 12 hours before the scheduled pickup or delivery time. Please contact us at [email protected] to request a cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, you have options for further resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior customer service representative or manager by clearly stating this in your communication. Escalated cases are reviewed within 5–7 business days.

10.2 Chargeback Rights

Under U.S. consumer protection law and your credit or debit card agreement, you may have the right to dispute a charge through your bank or card issuer. You may initiate a chargeback if:

• You did not receive the product or service you paid for.
• The charge was unauthorized.
• We were unable to resolve the dispute to a reasonable standard within a reasonable time.

We encourage you to contact us first before initiating a chargeback, as most issues can be resolved faster through direct communication.

10.3 Consumer Protection Agencies

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

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

10.4 Informal Mediation

For unresolved disputes involving amounts greater than $50, both parties may agree to informal mediation through a mutually agreed third-party mediator before pursuing formal legal action. This process is voluntary and non-binding unless both parties agree otherwise in writing.

11. Fraud Prevention

Pequod's Pizza monitors refund and cancellation requests to detect and prevent fraudulent activity. Customers who submit false, exaggerated, or repeated fraudulent refund claims may have their accounts suspended and may be subject to legal action. We reserve the right to deny refunds to any customer with a documented history of refund abuse.

12. Changes to This Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pequodspizzas.rest with the updated effective date. Your continued use of our services after any changes constitutes acceptance of the revised Policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the information below. Our customer service team is ready to assist you and will respond as promptly as possible during normal business hours.