Refund Policy

Effective Date: April 11, 2026  |  Last Updated: April 11, 2026

1. Introduction

Punch Pizza ("we," "us," "our," or "the Company") operates the website pizzapunchs.digital and provides food ordering services to customers across the United States. We are committed to delivering fresh, high-quality food products and exceptional customer service. However, we understand that issues may occasionally arise, and we have established this Refund Policy to address such situations in a fair and transparent manner.

This policy applies to all orders placed directly through our website pizzapunchs.digital or via our customer service team. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' individual refund and cancellation policies. For third-party orders, please contact the respective platform directly.

By placing an order with Punch Pizza, you agree to the terms outlined in this Refund Policy. If you have any questions or concerns, please contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Punch Pizza experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what was ordered (wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered or prepared was undercooked, overcooked, or otherwise unfit for consumption, and you have reasonable evidence to support this claim.
• Food Safety Concerns: You believe there is a food safety issue, including foreign objects found in food, allergic reactions due to undisclosed ingredients (where allergy information was provided at checkout), or contamination.
• Late Delivery: Your order arrived significantly later than the estimated delivery time provided at checkout (generally more than 45 minutes beyond the quoted delivery window), resulting in food that is cold, stale, or otherwise compromised in quality.
• Order Not Delivered: You did not receive your order and our delivery records confirm non-delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting documentation, such as photographs of the food or order receipt, to process your claim efficiently.

3. Timeframes for Refund Requests

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

Requests submitted outside of these windows may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if there is a problem. Please contact us at [email protected] to initiate a refund request as soon as possible.

4. Non-Refundable Items and Situations

Due to the perishable nature of food products, certain situations are not eligible for refunds:

• Change of Mind: Refunds will not be issued if you simply changed your mind about your order after it has been prepared or delivered.
• Customer Error: If an incorrect order was placed due to customer error (wrong items selected, wrong customizations entered), and the order was prepared exactly as specified, a refund will not be issued. However, we may offer a goodwill discount on a future order at our discretion.
• Consumed Orders: If a significant portion of the food has been consumed and a complaint is then raised about quality, a refund will not be issued unless there is a genuine food safety concern.
• Customized or Special Requests: Orders with extensive customizations that were prepared as requested are generally non-refundable unless there is a quality or safety issue.
• Delivery Delays Due to External Factors: Delays caused by severe weather conditions, road closures, natural disasters, or other circumstances beyond our reasonable control do not automatically qualify for a refund, though we will review such cases individually.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, at a heavily discounted price, or using a promotional code may be subject to different refund terms, which will be disclosed at the time of the promotion.
• Third-Party Platform Orders: As noted above, orders placed through third-party delivery apps are not within our direct refund jurisdiction.

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

Requesting a refund from Punch Pizza is straightforward. Please follow the steps below:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the food, the incorrect items, missing items, or any quality concerns. Keep your order confirmation email and receipt handy.
2. Step 2 — Contact Us: Reach out to our customer support team as soon as possible via email at [email protected]. You may also submit a refund request through our website at pizzapunchs.digital.
3. Step 3 — Provide Required Information: In your refund request, include the following details:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue (be as specific as possible)
   • Photographs of the food or issue (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review and Confirmation: Our customer service team will review your request within 1–2 business days. We may contact you for additional information or clarification if needed.
5. Step 5 — Resolution: Once your request is approved, we will notify you of the approved refund amount, replacement offer, or store credit. Refunds will be processed to the original payment method or as store credit, depending on the situation and your preference.

6. Refund Processing Times by Payment Method

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

Please note that these timeframes reflect our internal processing time. Actual posting times to your account may vary depending on your financial institution. Punch Pizza is not responsible for delays caused by banks or payment processors. If you do not see your refund after the indicated timeframe, please contact your bank first, and then reach out to us at [email protected] if the issue persists.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of the order.
• A delivery delay impacted only part of the order (e.g., some items arrived cold while others were acceptable).
• You have already consumed or accepted a portion of the order before raising a concern.

Partial refund amounts will be calculated based on the pro-rated value of the affected items, including applicable taxes. Our customer service team will communicate the partial refund amount to you before processing, and you will have the option to accept it or escalate your concern through our dispute resolution process.

8. Exchange Policy

Given the perishable nature of our food products, traditional item exchanges are generally not available for delivered orders. However, we do offer the following alternatives in appropriate circumstances:

• Replacement Order: If your order was incorrect or had a significant quality issue, we may offer to remake and redeliver your order at no additional charge, subject to availability and operating hours.
• In-Store Exchange (Pickup Orders): If you placed a pickup order and discover an issue with your food before leaving our location or promptly upon returning home, you may be eligible for an in-store replacement. Please speak with a team member at the counter directly.
• Store Credit: If a direct replacement is not feasible (e.g., outside of operating hours or due to ingredient availability), we may offer store credit equivalent to the value of the affected items, which can be applied to a future order at pizzapunchs.digital.

Exchange and replacement requests are subject to the same eligibility conditions and timeframes as standard refund requests. Please contact us at [email protected] to discuss your options.

9. Cancellation Policy

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

9.1 Cancellation Before Order Preparation

If you need to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method.

9.2 Cancellation After Order Preparation Has Begun

Once our kitchen staff has begun preparing your order, cancellation is generally not possible, as the food products are perishable and cannot be restocked or resold. In such cases, we will not be able to issue a refund unless there is a legitimate quality or safety concern as described in Section 2 of this policy.

9.3 Cancellation of Scheduled/Pre-Orders

If you have placed a scheduled order for a future date or time, you may cancel it without charge at least 2 hours before the scheduled preparation time. Cancellations made within 2 hours of the scheduled preparation time may not be eligible for a full refund if preparation has already begun.

9.4 Cancellation Due to Business Circumstances

In rare cases, Punch Pizza may need to cancel your order due to ingredient unavailability, staffing issues, technical problems, or circumstances beyond our control. In such cases, you will receive a full refund to your original payment method, and we will notify you as soon as possible via the email address associated with your order.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter using the following process:

1. Step 1 — Internal Escalation: Contact us at [email protected] and clearly state that you wish to escalate your refund dispute. Provide your original refund request details, the decision received, and the reasons why you believe a different outcome is warranted.
2. Step 2 — Senior Review: Your case will be escalated to a senior customer service representative or manager, who will conduct an independent review within 3–5 business days.
3. Step 3 — Final Decision: You will receive a written response with a final decision via email. This represents our final internal resolution.
4. Step 4 — External Remedies: If you remain unsatisfied after our internal process, you have the following options:
   • Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback. We will cooperate with your financial institution in the investigation.
   • FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov, as protected under the FTC Act.
   • State Consumer Protection Agencies: You may contact your state's consumer protection office for assistance. Many states have dedicated agencies for food service and consumer fraud complaints.
   • Better Business Bureau (BBB): You may submit a complaint through the Better Business Bureau at www.bbb.org.

We strongly encourage customers to work through our internal resolution process first, as this typically leads to the fastest and most satisfactory outcome for all parties involved.

11. Consumer Rights Under United States Law

As a food service business operating in the United States, Punch Pizza complies with all applicable federal and state consumer protection laws, including:

• Federal Trade Commission Act (FTC Act): We adhere to fair and honest business practices and do not engage in deceptive or unfair trade practices.
• Food Safety Modernization Act (FSMA): We take food safety seriously and comply with all applicable food safety standards.
• State Consumer Protection Laws: Depending on your state of residence, you may have additional consumer rights. For example, California residents may have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data used in processing orders.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

12. Policy Updates

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzapunchs.digital, with the "Last Updated" date revised accordingly. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service needs, please contact us through any of the following channels:

Our customer support team is available during standard business hours. We aim to respond to all refund-related inquiries within 1–2 business days. For urgent food safety concerns, please mark your email as urgent or call us directly so we can prioritize your case.

This Refund Policy was last reviewed and updated on April 11, 2026. © 2026 Punch Pizza. All rights reserved.