Refund Policy

At Punch Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to ensure that every concern is handled fairly, transparently, and promptly. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution for orders placed through our website, mobile platforms, or directly at our location.

By placing an order with Punch Pizza, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. If you have any questions before placing your order, we encourage you to contact us directly at [email protected].

1. Eligibility for Refunds

Punch Pizza takes pride in the quality of every item we prepare. Because we deal in freshly prepared food products, our refund eligibility criteria are specific and time-sensitive. Refunds may be considered under the following circumstances:

• Incorrect Order: You received items that differ materially from what you ordered (e.g., wrong pizza toppings, wrong size, or missing items from your order).
• Food Quality Issues: The food delivered or prepared was demonstrably unsatisfactory — for example, undercooked, spoiled, or containing foreign materials.
• Allergic Ingredient Errors: You specifically noted a food allergy or dietary restriction during checkout, and the item delivered contained the allergen you requested to be excluded. Please note: we strongly encourage all customers with severe allergies to contact us directly before ordering, as cross-contamination may occur in our kitchen environment.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Received: For delivery orders, if your order was confirmed and paid for but never delivered, and you reported the issue within the required timeframe.
• Significant Delay: If your order was substantially delayed beyond the estimated delivery or pickup time, and you no longer require the order, subject to our cancellation terms below.

2. Timeframes for Refund Requests

Given the perishable nature of food products, all refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside these windows will generally not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issue is identified.

3. Non-Refundable Items and Situations

Not all orders or situations qualify for a refund. The following are generally non-refundable:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the item.
• Customization Errors by Customer: If you made an error when selecting toppings, size, crust type, or other customizations, and we prepared the order exactly as submitted, no refund will be issued.
• Partially Consumed Items: Items that have been substantially eaten or consumed are not eligible for a refund unless a verifiable quality issue is reported at the time of consumption.
• Delivery Fees: Delivery and service fees are non-refundable once the delivery process has been initiated, unless the order was never delivered.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or as part of a limited-time deal may have restricted refund eligibility. Refunds on such orders, if approved, will reflect the discounted price paid rather than the standard retail price.
• Gift Cards and Credits: Prepaid gift cards and promotional credits are non-refundable and cannot be exchanged for cash.
• Orders Placed Through Third-Party Platforms: If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), your refund must be requested directly through that platform. Punch Pizza is not responsible for processing refunds for third-party transactions.

4. How to Request a Refund

To submit a refund request, please follow the steps outlined below. Following this process ensures your request is handled as efficiently as possible.

1. Step 1 — Gather Your Order Information: Before contacting us, please have the following ready: your order confirmation number, the date and time the order was placed, the method of payment used, and a description of the issue. If the issue involves food quality or an incorrect item, please take a clear photograph before discarding anything.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe listed in Section 2. You may contact us by:
   • Email: [email protected]
   • Website: pizzapunchs.rest
3. Step 3 — Submit Supporting Evidence: If applicable, attach photographs of the item(s) in question to your email. Provide as much detail as possible about what went wrong. This helps us investigate your claim quickly and fairly.
4. Step 4 — Await Our Response: Our team will review your request and respond within 1–3 business days. We may ask follow-up questions or request additional information before making a determination.
5. Step 5 — Refund Decision: Once your claim is reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

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

Please note that processing times are estimates and may be subject to delays due to your financial institution's policies. Punch Pizza is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

6. Partial Refunds

In some cases, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect or unsatisfactory (e.g., one item out of a multi-item order had a quality issue).
• The order was partially consumed at the time the complaint was reported.
• A missing item from the order is confirmed, and the refund is limited to the value of that specific item.
• A promotional discount was applied, and the refund reflects only the amount actually charged for the item in question.
• The delivery fee cannot be refunded but the food item cost qualifies for reimbursement.

The determination of whether a full or partial refund is appropriate will be made at the sole discretion of Punch Pizza, based on the evidence provided and the nature of the issue.

7. Exchange Policy

In many cases where an order error has occurred, Punch Pizza may offer a replacement or exchange as an alternative to a monetary refund. This option is available under the following conditions:

• The incorrect item or quality issue is reported within the applicable timeframe.
• A replacement can reasonably be prepared and delivered or made available for pickup within a reasonable time.
• The customer agrees to the replacement offer.

Exchanges are offered at our discretion and are dependent on operational capacity at the time of the request. Accepting a replacement does not waive your right to request a refund if the replacement order also has a verifiable issue.

8. Cancellation Policy

Because all Punch Pizza orders are prepared fresh and promptly upon receipt, our cancellation window is narrow. Please review the following cancellation terms carefully:

• Cancellation Within 5 Minutes of Order Placement: If you request a cancellation within 5 minutes of placing your order and the preparation process has not yet begun, we will do our best to accommodate the cancellation and issue a full refund.
• Cancellation After Preparation Has Begun: Once our kitchen team has begun preparing your order, cancellations are not accepted and refunds will not be issued for the food items.
• Scheduled/Future Orders: If you placed an order scheduled for a future time or date, cancellations must be submitted at least 2 hours before the scheduled preparation time to be eligible for a full refund.
• Delivery Orders — Driver Dispatched: Once a delivery driver has been dispatched with your order, the order cannot be cancelled.

To request a cancellation, please contact us immediately at [email protected]. Cancellation requests are time-sensitive and cannot be guaranteed.

9. Dispute Resolution Process

Punch Pizza is committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with the outcome of your refund request, the following dispute resolution process applies:

Step 1 — Internal Review Request

If you believe your refund request was incorrectly denied or handled improperly, you may submit a written request for an internal review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include all relevant documentation, including your original refund request, any evidence submitted, and the response you received. Our management team will review your case within 5 business days.

Step 2 — Good-Faith Negotiation

Upon receiving your dispute, a member of our management team will contact you to discuss the situation in good faith. We are committed to reaching a fair resolution and will make every reasonable effort to do so at this stage.

Step 3 — Chargeback Rights

Under applicable United States consumer protection law, including regulations enforced by the Federal Trade Commission (FTC) and your credit card issuer's dispute resolution policies, you may have the right to initiate a chargeback through your financial institution. This right is preserved regardless of the outcome of our internal dispute resolution process. However, we ask that you allow us the opportunity to resolve the issue directly before initiating a chargeback.

Step 4 — Consumer Protection Agencies

If you feel your complaint has not been resolved satisfactorily, you may contact applicable consumer protection agencies in your state or file a complaint with the FTC at reportfraud.ftc.gov. California residents may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal data collected in connection with your order.

10. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising from this policy shall be subject to applicable federal and state consumer protection laws, including the Federal Trade Commission Act (15 U.S.C. § 41 et seq.). Nothing in this policy shall be construed to limit any statutory rights you may have as a consumer under applicable law.

11. Changes to This Refund Policy

Punch Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at pizzapunchs.rest with a revised effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund requests, cancellations, questions about this policy, or any related concerns, please contact our customer support team using the information below. We aim to respond to all inquiries within 1–3 business days.

When contacting us, please include your order number, the date of your order, and a detailed description of your concern to help us assist you as quickly as possible. Photographic evidence, where applicable, should be attached directly to your email.