Refund Policy

Effective Date: April 30, 2026 | Last Updated: April 30, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website at punchpizzafood.rest, by phone, or in person at any Punch Pizza location. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

We take food quality and customer satisfaction seriously. If you are not completely satisfied with your order, we encourage you to contact us as soon as possible so we can make it right. Our goal is to ensure every customer leaves — or receives their delivery — completely happy with their Punch Pizza experience.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong items entirely).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Damaged Order: The food was significantly damaged during delivery, rendering it inedible or substantially different from what was ordered.
• Allergic Ingredient Error: Despite a clearly communicated allergy request, the order contained an ingredient that triggered or could trigger an allergic reaction. (Please note that we cannot guarantee complete allergen-free environments.)
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Undelivered Orders: Your delivery order was confirmed but never arrived, and the issue has been verified by our team.
• Significant Delays: Your order was delayed significantly beyond the estimated delivery or pickup time, and you did not accept the order.

To be eligible for a refund, you must notify us within the timeframe specified in Section 3 below. Refund requests submitted after the eligible timeframe may not be honored at our discretion.

3. Timeframes for Refund Requests

We operate under the following timeframe guidelines for refund requests:

We strongly recommend contacting us as soon as you discover an issue. The sooner you reach out, the faster we can resolve the matter. Requests submitted outside of these timeframes will be reviewed on a case-by-case basis, and we reserve the right to decline refunds for late submissions.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it has been prepared.
• Consumed Orders: If the majority of the order has been consumed and you then raise a complaint about quality, we reserve the right to decline the refund.
• Customization Errors by Customer: If you made an error during the customization process (e.g., selected the wrong toppings yourself), we are not liable for a full refund, though we may offer a courtesy discount on a future order.
• Third-Party Delivery Issues: If your order was delivered through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), you must contact that platform directly for refund resolution, as those orders are subject to their respective refund policies.
• Promotional or Discounted Items: Items purchased using special promotions, coupons, or at a heavily discounted rate may not be eligible for a cash refund; a store credit may be offered instead.
• Gift Cards: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Deposits paid for catering orders are non-refundable once the preparation process has begun.
• Late Pickup — Customer Responsibility: If an order was ready for pickup but was not collected within a reasonable time (more than 45 minutes beyond the ready time) due to customer delay, we are unable to guarantee a refund.

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

To request a refund, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photos of the food or packaging, if applicable (especially for quality or damage claims)
2. Contact Us: Reach out through one of the following methods:
   • Email: [email protected]
   • Website: punchpizzafood.rest
3. Provide Details: In your message, clearly describe the problem, include your order number, and attach any supporting photos. The more detail you provide, the faster we can process your request.
4. Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may ask follow-up questions to better understand your situation.
5. Review and Decision: Our team will review your claim and notify you of our decision within 3–5 business days of receiving all necessary information.
6. Refund Issued: If your refund is approved, it will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time varies depending on your payment method:

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing, and the remainder was satisfactory.
• The food quality issue affected only part of the order (e.g., one pizza in a multi-pizza order was unsatisfactory).
• A significant portion of the order was consumed before the complaint was raised.
• A customization error was partially attributable to the customer.
• A delivery delay occurred but the order was ultimately accepted and received by the customer.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We will always strive to offer a fair and reasonable resolution.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or exchange an incorrect item. Our exchange policy works as follows:

• Replacement Orders: If you received an incorrect item, we will prioritize preparing and delivering or making available a replacement item as quickly as possible, at no additional charge to you.
• Exchanges for Delivery Orders: For delivery orders, we will arrange a replacement delivery if the item can be remade and redelivered within a reasonable timeframe. If this is not feasible, a refund or store credit will be offered instead.
• Exchanges for Pickup Orders: For pickup orders, you may return to the location with your original order (or the problematic portion) and receive a replacement on the spot, subject to availability.
• Customer Preference: If you prefer a refund over an exchange, please indicate this clearly when contacting us, and we will process accordingly based on eligibility.

Exchanges are subject to item availability. In the event that a specific item cannot be remade or is no longer available, a full or partial refund will be issued.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy for orders placed with Punch Pizza:

9.1 Online and Phone Orders

• Cancellation Within 5 Minutes: If you cancel your order within 5 minutes of placing it and before preparation has begun, you are eligible for a full refund.
• Cancellation After 5 Minutes: Once our kitchen has begun preparing your order, cancellation is generally not possible, and no refund will be issued. Exceptions may be made at our discretion for extenuating circumstances.

9.2 Catering and Large Orders

• More than 72 Hours Before Event: Full refund of any deposits or prepayments (excluding processing fees).
• 24–72 Hours Before Event: 50% refund of the total order amount.
• Less than 24 Hours Before Event: No refund will be issued, as ingredients and staffing will already have been arranged.

9.3 How to Cancel

To cancel an order, contact us immediately at [email protected] or through our website at punchpizzafood.rest. Please include your order number and reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund or cancellation request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the resolution offered, you may request that your case be escalated to a senior manager. To do so, reply to the original email correspondence and clearly state that you wish to escalate your complaint. A senior team member will review your case and respond within 5 business days.

10.2 Chargeback Process

If you believe you have been charged incorrectly and we have not resolved the matter satisfactorily, you have the right to dispute the charge with your bank or credit card issuer. We encourage you to contact us before initiating a chargeback, as this allows us to resolve the issue more quickly. However, we respect your right to pursue this avenue as a consumer.

10.3 Third-Party Mediation

In the event that an internal resolution cannot be reached, both parties may agree to use a neutral third-party mediator to resolve the dispute. Costs of mediation will be shared equally unless otherwise agreed.

10.4 Consumer Protection Resources

As a consumer in the United States, you have rights under federal and state consumer protection laws. If you believe your consumer rights have been violated, you may contact:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Your State Attorney General's Office for state-specific consumer protection assistance
• Better Business Bureau (BBB): www.bbb.org

11. Special Circumstances

We recognize that extraordinary situations may arise. In the event of natural disasters, severe weather, power outages, or other circumstances beyond our control that affect order fulfillment, we will assess refund eligibility on a case-by-case basis and will do our best to accommodate affected customers with refunds, store credit, or replacement orders.

12. Policy Updates

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at punchpizzafood.rest. We encourage you to review this policy periodically. 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, or concerns related to this policy, please contact our customer support team through any of the following methods: