Refund Policy

At Punch Pizza, customer satisfaction is at the heart of everything we do. We understand that issues can occasionally arise with food orders, and we are committed to resolving any concerns promptly, fairly, and professionally. Please read this Refund Policy carefully to understand your rights and our procedures when requesting a refund, exchange, or cancellation.

This policy applies to all orders placed through our website at pizzapunch-food.rest, over the phone, or through any authorized third-party delivery platform affiliated with Punch Pizza. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

Punch Pizza is dedicated to delivering fresh, high-quality food prepared to the highest culinary standards. Every order is carefully prepared by our team. However, we recognize that mistakes can happen — incorrect items, quality concerns, or delivery issues — and we want to make things right whenever they do.

Our refund policy is designed to be fair to both our customers and our business. We encourage all customers to contact us as soon as a problem is identified so we can resolve it as efficiently as possible.

2. Eligibility Conditions for Refunds

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

• Wrong Item Received: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Poor Food Quality: The food delivered was clearly undercooked, spoiled, or significantly different in quality from what is reasonably expected.
• Order Not Delivered: Your order was confirmed and paid for but never arrived and cannot be located.
• Significant Delay: Your order arrived substantially later than the estimated delivery time, rendering the food unsatisfactory.
• Allergic Reaction or Incorrect Ingredients: If you specifically requested the exclusion of an ingredient due to dietary restrictions or allergies and that ingredient was included, causing a verifiable concern.
• Duplicate Charge: You were charged more than once for the same order.

3. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Change of mind after the order has been prepared or delivered.
• Dissatisfaction based purely on personal taste preferences, provided the food was prepared correctly according to the order.
• Orders placed with incorrect delivery address information provided by the customer.
• Delays caused by circumstances outside our control, including severe weather, traffic conditions, or third-party delivery platform issues.
• Promotional, discounted, or complimentary items provided free of charge.
• Refund requests submitted after the applicable deadline has passed.
• Customizations or special instructions that were clearly communicated but are subjective in nature (e.g., "extra crispy" or "very spicy").

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

Requesting a refund from Punch Pizza is straightforward. Please follow these steps to ensure your request is processed efficiently:

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation email
• The date and time of your order
• A clear description of the issue
• Photographs of the food or packaging (if applicable and available)

Step 2: Contact Us

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: pizzapunch-food.rest

When contacting us via email, please use the subject line: "Refund Request – Order #[Your Order Number]" to help us locate your order quickly.

Step 3: Submit Supporting Evidence

If you are reporting a food quality issue, wrong item, or missing item, please attach clear photographs to your email or be prepared to describe the issue in detail. This helps us assess your claim accurately and process it faster.

Step 4: Await Our Response

Our customer support team will review your request and respond within 1 to 2 business days. We may follow up with additional questions to better understand your concern. Please check your inbox, including your spam or junk folder, for our response.

Step 5: Resolution

Once your request is reviewed and approved, we will notify you of the refund decision, the amount approved, and the estimated processing time. Refunds will be issued using the original payment method whenever possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following timeframes for the refund to be reflected in your account:

Please note that processing times may vary depending on your financial institution. Punch Pizza is not responsible for delays caused by banks or payment processors once a refund has been initiated on our end.

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing (e.g., one out of four items).
• The food quality issue affected only part of the order.
• A coupon, discount, or promotional credit was applied to the original order.
• The customer contributed to the issue (e.g., incorrect address was provided but the order was eventually recovered and delivered late).
• The order was partially consumed before the issue was identified.

The amount of a partial refund will be calculated based on the proportional value of the affected items and any applicable fees. Punch Pizza will communicate the exact partial refund amount clearly before processing.

8. Exchange Policy

In some cases, instead of a monetary refund, Punch Pizza may offer to replace or re-prepare your order as a gesture of goodwill. This option is available under the following conditions:

• The incorrect or unsatisfactory item was identified promptly and we have the capacity to prepare a replacement within a reasonable timeframe.
• The customer is available at the original delivery address to receive the replacement.
• The replacement request is made within 2 hours of receiving the original order.

Exchanges or remakes are offered at the discretion of Punch Pizza management and may not always be available depending on time of day, location, or operational constraints. Customers may choose between a replacement or a refund when both options are available.

Please note that we cannot accept physical returns of food products for hygiene and safety reasons. All food items are non-returnable once delivered or picked up.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Cancellation Before Order Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. Orders that have not yet entered the preparation stage may be cancelled with a full refund. Given the fast-paced nature of food preparation, this window is typically within 5 minutes of placing the order.

9.2 Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, we are unable to guarantee a cancellation or full refund. In such cases, a partial refund may be considered, and this will be evaluated on a case-by-case basis.

9.3 Cancellation of Catering or Large Orders

For catering orders, group orders, or any order exceeding $150 in value, the following cancellation terms apply:

• 48+ hours before the scheduled order time: Full refund issued.
• 24 to 48 hours before the scheduled order time: 50% refund issued.
• Less than 24 hours before the scheduled order time: No refund will be issued, as ingredients will have been sourced and preparation may have already commenced.

9.4 Platform-Based Order Cancellations

For orders placed through third-party delivery platforms such as DoorDash, Uber Eats, Grubhub, or similar services, cancellation policies are governed by those platforms. Please refer to the respective platform's cancellation and refund policy for orders placed through them.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our internal dispute resolution process before pursuing any external remedies.

Step 1: Escalate to Management

If your initial refund request was not resolved to your satisfaction, you may request an escalation to a senior member of our customer service team or a manager. Please email us at [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original request details and reference number.

Step 2: Internal Review

Our management team will conduct an internal review of your case within 5 business days. We will consider all evidence provided, including photographs, order records, delivery logs, and any prior correspondence.

Step 3: Final Decision

Following the internal review, we will issue a final decision in writing. This decision will include a detailed explanation of the outcome and, if applicable, the refund amount and method.

Step 4: External Dispute Resolution

If you remain unsatisfied after our internal process, you may exercise the following external options:

• Chargeback: You may contact your bank or credit card issuer to initiate a chargeback under applicable payment network rules. Please note that we reserve the right to respond to chargeback claims with documentation of our refund process and decisions.
• FTC Complaint: In accordance with the Federal Trade Commission Act (FTC Act), U.S. consumers have the right to file a complaint with the Federal Trade Commission at ftc.gov for unfair or deceptive business practices.
• State Consumer Protection: Depending on your state of residence, you may have additional rights under state consumer protection laws. For example, California residents may have rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).
• Better Business Bureau (BBB): You may also submit a complaint to the Better Business Bureau at bbb.org.

11. Fraud Prevention

Punch Pizza takes fraudulent refund requests seriously. Any customer found to be abusing our refund policy — including submitting false claims, providing fabricated evidence, or repeatedly requesting refunds without legitimate cause — may have their account suspended and future orders refused. We reserve the right to report fraudulent activity to appropriate authorities where applicable.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with an order, please do not hesitate to contact us:

Our customer support team is here to help and is committed to resolving your concerns as quickly and fairly as possible. We value your business and appreciate your trust in Punch Pizza.