Refund Policy

Effective Date: March 21, 2026  |  Last Updated: March 21, 2026

1. Our Commitment to You

Punch's Pizza is committed to delivering fresh, high-quality food on every order. We understand that sometimes things do not go as expected — an order may be incorrect, an item may be missing, or the quality may not meet your expectations. In such cases, we want to make things right as quickly and fairly as possible.

This policy applies to all orders placed through our website at punchs-pizza.digital, by phone, or in person. By placing an order with Punch's Pizza, you agree to the terms set forth in this Refund Policy. If you have any questions before placing your order, please contact us at [email protected].

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Wrong Order: You received an item or items that are different from what you ordered and paid for.
• 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 a reasonable standard of quality.
• Allergen Concerns: An item contained an ingredient that you specifically requested be excluded, and this resulted in a food allergy concern or reaction. (Please note: customers with severe allergies are strongly encouraged to inform us at the time of ordering.)
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your delivery order was confirmed and paid for but never arrived, and the issue was not caused by an incorrect address provided by you.
• Cancelled by Us: Punch's Pizza cancelled your order due to unforeseen circumstances such as ingredient unavailability or operational issues.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence, order confirmation details, or other documentation to process your refund request.

2.1 Conditions That Do Not Qualify for a Refund

The following situations are generally not eligible for a refund:

• You simply changed your mind after the order was prepared or dispatched.
• You provided an incorrect delivery address and the order could not be delivered.
• The order was picked up and consumed before a complaint was raised.
• You ordered the wrong items by mistake and the order was prepared correctly as placed.
• Minor variations in appearance or portion size that do not affect food quality or safety.
• Dissatisfaction based solely on personal taste preferences when the food was prepared correctly.
• Refund requests made after the applicable timeframe (see Section 3 below).
• Promotional or heavily discounted items marked as non-refundable at the time of purchase.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these windows may not be eligible for a refund, though we will review each case at our discretion. We strongly encourage you to inspect your order upon receipt and contact us immediately if anything is wrong.

4. Non-Refundable Items and Situations

The following items and circumstances are explicitly non-refundable:

• Gift Cards and Digital Credits: Once purchased, gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the order was not delivered due to our error.
• Tips and Gratuities: Any tips added to your order are final and non-refundable.
• Promotional Items: Free or promotional items included with an order are not eligible for cash refunds.
• Custom Orders Fully Consumed: If a customized or special order has been fully consumed before the complaint was raised, a refund may not be issued.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies. We encourage you to contact the respective platform directly for such orders.

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

We have made the refund request process as simple as possible. Please follow these steps:

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 description of the issue
   • Photographs of the food or packaging (if applicable)
   • The payment method used
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: punchs-pizza.digital
3. Submit Your Request: Clearly describe the issue in your message, include your order details, and attach any supporting evidence such as photos.
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1 business day.
5. Review Process: Our team will review your request, assess the evidence, and determine the appropriate resolution. We may contact you for additional information.
6. Resolution Notification: You will be notified of the outcome of your refund request via email. If approved, the refund will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

Once your refund request has been approved, the time it takes for the refund to appear in your account depends on your payment method:

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following situations:

• Only some items in your order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only part of your order.
• An item was slightly different from what was described but was still edible and of reasonable quality.
• You consumed a significant portion of the order before identifying the issue.
• A promotional discount was applied to the original order, reducing the refundable amount.

The amount of the partial refund will be determined based on the value of the affected items and the nature of the complaint. We will communicate the proposed partial refund amount to you before processing it.

8. Exchange Policy

In certain situations, instead of issuing a monetary refund, we may offer a replacement or exchange. Our exchange policy works as follows:

• Wrong Item Received: If you received the wrong item and you are still at the location or your delivery order can be corrected promptly, we will prepare and send the correct item at no additional charge.
• Quality Issues: If your food did not meet quality standards and you prefer a replacement over a refund, we will gladly remake your order.
• Availability: Replacements are subject to ingredient and item availability at the time of the request.
• Timing: Exchange requests for delivery orders should be made within 30 minutes of receiving the original order to ensure a timely replacement can be prepared and dispatched.

Exchanges are offered as a courtesy and do not affect your right to request a monetary refund if you prefer that option.

9. Cancellation Policy

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

9.1 Customer-Initiated Cancellations

• Before Order Preparation Begins: If you cancel your order before our kitchen has started preparing it (typically within 5 minutes of placing the order), you are eligible for a full refund.
• After Order Preparation Begins: Once our kitchen has begun preparing your order, cancellations are generally not accepted, and no refund will be issued for the food items. However, if a delivery fee was charged and the order has not yet been dispatched, the delivery fee may be refunded.
• After Dispatch (Delivery Orders): Once your order has been picked up by our delivery driver or dispatched, cancellations are not accepted.

To cancel an order, please contact us immediately by phone or email. We will do our best to accommodate your request if the cancellation is received in time.

9.2 Cancellations by Punch's Pizza

Punch's Pizza reserves the right to cancel any order under the following circumstances:

• Unavailability of key ingredients necessary to fulfill the order.
• Technical errors resulting in incorrect pricing or order details.
• Suspicion of fraudulent activity associated with the order.
• Unforeseen operational circumstances such as equipment failure or severe weather conditions.

In the event that we cancel your order, you will be notified promptly and a full refund will be issued automatically within 24 hours of the cancellation.

10. Dispute Resolution Process

We hope that all refund and order concerns can be resolved quickly and amicably through direct communication. However, if you feel that your concern has not been adequately addressed, the following dispute resolution process applies:

10.1 Internal Escalation

If you are not satisfied with the initial response to your refund request, you may request that the matter be escalated to a senior member of our customer service team. Please indicate in your follow-up communication that you wish to escalate the matter, and include any additional information or documentation that supports your case.

10.2 Informal Resolution

We encourage all customers to attempt to resolve disputes informally with us before pursuing external remedies. Most issues can be resolved quickly when both parties communicate openly and in good faith.

10.3 Consumer Protection Resources

If informal resolution is unsuccessful, you may seek assistance from the following consumer protection bodies:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov under the FTC Act, which protects consumers against unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): For payment or billing-related disputes, you may contact the CFPB at www.consumerfinance.gov.
• State Attorney General: You may also contact your state's Attorney General office for consumer protection assistance.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.

10.4 Chargebacks

While you have the right to dispute a charge with your bank or credit card issuer, we kindly ask that you contact us first before initiating a chargeback. Many issues can be resolved quickly and directly without the need for a chargeback process. Customers who initiate chargebacks without first contacting us may be subject to suspension of future ordering privileges pending investigation.

11. Policy for Third-Party Delivery Platforms

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or similar platforms, please note that:

• Refunds for those orders are governed by the terms and policies of the respective platform.
• We recommend contacting the platform's customer support directly for the fastest resolution.
• We are happy to cooperate with third-party platforms during their investigation of any complaint related to our food or order fulfillment.

12. Food Safety and Allergy Disclaimer

Punch's Pizza takes food safety and allergen management seriously. If you or someone in your party has a food allergy or dietary restriction, please notify us clearly at the time of ordering. While we take precautions to prevent cross-contamination, we cannot guarantee that our food is entirely free from all allergens, as our kitchen processes various ingredients that may contain common allergens.

If you experience an adverse reaction to food received from Punch's Pizza, please seek medical attention immediately and contact us as soon as possible so we can investigate the matter thoroughly.

13. Updates to This Policy

Punch's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at punchs-pizza.digital with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general order concerns, please reach out to us using the contact details below. Our customer support team is ready to help you find the best resolution.

When contacting us, please include the following to help us process your request efficiently:

• Your full name
• Order number or confirmation email
• Date and time of your order
• Description of the issue
• Any supporting photos or documentation

This Refund Policy was last updated on March 21, 2026, and is effective as of the same date.