Refund Policy

Effective Date: July 1, 2026  |  Last Updated: July 1, 2026

Please read this policy carefully before placing an order. By completing a purchase with Pequod's Pizza, you acknowledge and agree to the terms described below. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations.

1. Our Commitment to Quality

Pequod's Pizza takes great pride in delivering high-quality food products to every customer. We understand that occasionally an order may not meet your expectations due to errors, quality issues, or unforeseen circumstances. This Refund Policy exists to ensure that every concern is handled promptly, fairly, and transparently.

We encourage all customers to contact us as soon as possible if there is any issue with their order. The sooner we are informed, the quicker we can resolve your concern and make things right.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following conditions:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust style).
• Missing Items: One or more items included in your order were not delivered or provided.
• Poor Food Quality: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Damaged or Compromised Packaging: The food arrived in a condition that suggests tampering, significant spillage, or damage that affects the quality of the product.
• Significant Delay: Your order was delivered substantially later than the estimated delivery or pickup window, and the food quality was materially affected as a result.
• Allergic Ingredient Error: You specified a food allergy or dietary restriction during checkout, and your order contained the restricted ingredient(s), causing harm or distress.
• Order Not Received: Your delivery order was marked as delivered but was not received at the specified address, and a good-faith investigation confirms non-delivery.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.

3. Timeframes for Refund Requests

To be eligible for a refund, requests must be submitted within the following timeframes:

Refund requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Food items that have been partially or fully consumed without a legitimate quality complaint.
• Customized orders where incorrect customization details were provided by the customer at the time of ordering.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Delivery fees, service fees, and platform fees charged by third-party delivery providers (these are subject to the third party's own refund policy).
• Tip amounts paid to delivery drivers or staff.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Delays caused by weather, traffic, natural disasters, or other circumstances outside our control.
• Issues reported beyond the eligible timeframes listed in Section 3.

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

To submit a refund request, please follow these steps:

1. Gather Your Order Information: Before contacting us, have the following details ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Payment method used
   • A clear description of the issue
2. Take Photographs (if applicable): If your issue involves food quality, incorrect items, missing items, or damaged packaging, please take clear photographs of the food or packaging before discarding anything. These photos may be requested as supporting evidence.
3. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pequods-newpizza.click
4. Provide Your Details: In your message or form submission, include all relevant order information and a thorough description of your concern. Attach any photos or supporting documents.
5. Await Our Response: Our customer support team will review your request and respond within 1–2 business days. We may ask for additional information before making a final determination.
6. Refund Decision: Once your request is reviewed and approved, we will notify you of the refund method and expected processing timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds on our end promptly, the time it takes for the funds to appear in your account depends on your financial institution. We are not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only one or a few items in the order were affected, and the rest of the order was correct and satisfactory.
• A food quality issue affected only part of an order (e.g., one pizza in a multi-pizza order was unsatisfactory).
• The customer consumed a portion of the food before noticing a quality issue.
• An order was partially fulfilled (some items delivered, some missing).
• A discount, coupon, or promotional credit was applied to the original order — the refund will reflect the actual amount paid.

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue. We will communicate the refund amount to you before processing.

8. Exchange Policy

In situations where a refund may not be the most appropriate resolution, we may offer a replacement or exchange instead. Exchanges are subject to the following conditions:

• The replacement order must be for the same or equivalent item(s) as the original order.
• Exchanges are available for in-store pickup or delivery depending on the original order type.
• The request for a replacement must be made within the eligible timeframe for refunds (see Section 3).
• Exchanges are subject to product availability at the time of the request.
• We reserve the right to offer an exchange in lieu of a cash refund in certain circumstances, though we will always communicate this clearly and offer the customer a choice where possible.

If you prefer an exchange over a refund, please indicate this preference when contacting our customer support team.

9. Cancellation Policy

We understand that plans can change. However, due to the nature of fresh food preparation, our cancellation window is limited:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of being placed, provided the kitchen has not yet begun preparing the order.
• Once food preparation has begun, cancellations are generally not accepted, and a refund will not be issued.
• To cancel an order, contact us immediately by email at [email protected] or through our website.

9.2 Scheduled or Future Orders

• If you placed an order scheduled for a future date or time, cancellations may be accepted up to 1 hour before the scheduled preparation time.
• Full refunds will be issued for successfully cancelled scheduled orders.

9.3 Catering or Large Group Orders

• Catering orders or large group orders (typically 10 or more pizzas) have a different cancellation policy.
• Cancellations must be made at least 24 hours in advance of the scheduled order time to receive a full refund.
• Cancellations made less than 24 hours before the scheduled time may result in a partial refund or store credit, at our discretion.
• No refund will be issued for catering order cancellations made less than 2 hours before the scheduled time.

10. Dispute Resolution Process

If you are not satisfied with our refund decision or if you believe your request was handled unfairly, you have the right to escalate your concern. We are committed to resolving all disputes in a fair and transparent manner.

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer support team, you may request that your case be escalated to a senior member of our team. Please reply to the original email thread and include the words "Escalation Request" in the subject line.

10.2 Chargeback and Third-Party Disputes

You also have the right to dispute a charge with your credit card issuer or payment processor. Under the Fair Credit Billing Act (FCBA), credit card holders in the United States have the right to dispute billing errors. However, we encourage you to contact us directly first, as we are typically able to resolve issues more quickly and with less hassle than the chargeback process.

10.3 Regulatory Complaints

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

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

10.4 Informal Resolution Commitment

We commit to making a good-faith effort to resolve any dispute informally before it escalates to formal proceedings. We believe most issues can be resolved through open and honest communication, and we genuinely value every customer's feedback and experience.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund and dispute process may be governed by the terms and conditions of that platform rather than this policy.

In such cases, we recommend contacting the delivery platform's customer support directly. However, if the issue is related to food quality or preparation errors on our part, you are still welcome to contact us, and we will do our best to assist you in coordination with the platform.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or customer service concerns, please reach out to us through the following channels:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days. For urgent matters involving food safety or allergic reactions, please contact us immediately and seek appropriate medical attention if necessary.

13. Policy Updates

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at pequods-newpizza.click with a revised effective date. Your continued use of our services following any such changes constitutes your acceptance of the updated policy.

We encourage customers to review this policy periodically to stay informed about our refund practices.

This Refund Policy is effective as of July 1, 2026, and supersedes all prior refund or return policies associated with Pequod's Pizza. This policy is intended to comply with applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.