Refund Policy

At Pequod's Pizza, we are committed to delivering an exceptional dining experience with every order. We understand that sometimes things don't go as planned, and we want to make sure you feel confident when ordering from us. This Refund Policy outlines the conditions under which we accept refund requests, how to submit them, and what you can expect throughout the process. Please read this policy carefully before placing your order.

By placing an order through our website at pequodspizza.digital or through any affiliated ordering platform, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

1. General Refund Philosophy

Pequod's Pizza takes pride in the quality of our food, ingredients, and service. Our goal is your complete satisfaction. If you are not satisfied with your order for a legitimate reason covered under this policy, we will work promptly and fairly to resolve the matter. We evaluate all refund requests on a case-by-case basis and reserve the right to make final determinations in accordance with this policy and applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

A refund request may be eligible for approval under the following circumstances:

• Incorrect Order: You received an item or items that differ materially from what you ordered (e.g., wrong pizza size, wrong toppings, missing items).
• Food Quality Issues: The food delivered or prepared was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time it was received.
• Damaged or Tampered Food: The packaging was visibly damaged or tampered with upon delivery, compromising the safety or quality of the food.
• Non-Delivery: You paid for an order that was never received through no fault of your own.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Allergenic Errors: You communicated a specific food allergy at the time of ordering and received food containing that allergen contrary to your instructions.
• Significant Delay: Your delivery was delayed beyond a reasonable and agreed-upon timeframe, and the food was rendered unsatisfactory as a result.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for refunds:

• Orders that have been fully consumed or largely eaten before a complaint is raised.
• Customized orders that were prepared exactly as specified and confirmed by the customer at checkout.
• Delivery fees, service fees, or convenience fees charged by third-party platforms (subject to their respective policies).
• Promotional or complimentary items received as part of a special offer, discount, or loyalty program.
• Orders where dissatisfaction is based entirely on personal taste preferences rather than a verifiable error.
• Gift cards or store credits that have already been redeemed.
• Tip amounts paid to delivery drivers.
• Refund requests submitted after the applicable deadline stated in Section 3.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the food, packaging, or any evidence of the problem (e.g., missing items, incorrect order, damaged packaging). This documentation significantly helps us process your request quickly.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pequodspizza.digital. Phone contact may also be available during business hours.
3. Step 3 — Provide Order Details: In your message, include the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • The specific issue you experienced
   • Photographs or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review: Our customer support team will review your request within 1–3 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and proceed with your refund, replacement, or store credit in accordance with this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only one or a few items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was accurate and satisfactory.
• The food quality issue affected only part of your order (e.g., one pizza in a multi-pizza order).
• You have already consumed a portion of the order before identifying the issue.
• The refund request covers a mixed order of eligible and non-eligible items.

The amount of a partial refund will be calculated based on the value of the affected items as listed on your original order receipt or confirmation. Our team will communicate the partial refund amount to you clearly before processing.

8. Exchange and Replacement Policy

In many cases, particularly for in-store or local delivery orders, we may offer a replacement of your order or the affected item(s) as an alternative to a monetary refund. This option is available when:

• The replacement can be prepared and delivered within a reasonable timeframe.
• The original issue was due to an error on our part (incorrect item, missing topping, food quality concern).
• The customer agrees to receive a replacement rather than a refund.

If you prefer a replacement, please indicate this when contacting our customer support team. We will do our best to prioritize your replacement order. Note that replacements are subject to item availability. If the requested item is unavailable, a full or partial monetary refund will be issued instead.

Exchanges for different menu items (e.g., exchanging one pizza variety for another due to preference) are not guaranteed and will be evaluated individually at our discretion.

9. Cancellation Policy

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

9.1 Cancellations Before Food Preparation Begins

If you cancel your order before we have begun preparing your food, you are eligible for a full refund. Because our kitchen team begins preparation promptly after an order is received, cancellations must be requested as soon as possible — ideally within 5 minutes of placing your order.

9.2 Cancellations After Food Preparation Has Begun

Once food preparation has begun, we are unable to guarantee a full refund. In such cases:

• A partial refund may be considered at our discretion, depending on the stage of preparation.
• Store credit equivalent to the order value may be offered as an alternative.
• No refund will be issued if the food is fully prepared and ready for pickup or delivery.

9.3 Cancellations for Pre-Orders or Scheduled Orders

For orders scheduled in advance, cancellations submitted at least 2 hours before the scheduled preparation time will receive a full refund. Cancellations submitted less than 2 hours before the scheduled time are subject to the same conditions as cancellations after preparation has begun.

9.4 How to Cancel

To cancel an order, contact us immediately at [email protected] or through the order management section of our website at pequodspizza.digital. Please have your order number ready to expedite the cancellation process.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

10.1 Internal Escalation

Contact our management team directly at [email protected] and clearly state that you wish to escalate your refund dispute. Include your original case or ticket number, a summary of the issue, and any additional documentation. A senior team member will review your case within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable federal and state consumer protection laws, including protections under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). We encourage you to attempt resolution directly with us before initiating a chargeback, as most issues can be resolved more quickly through our internal process.

10.3 Third-Party Mediation

If internal escalation does not resolve your concern, you may seek assistance from consumer protection agencies such as the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General office. If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), you may also contact that platform's support team, as they may have their own refund and dispute procedures.

11. Third-Party Ordering Platforms

If you placed your order through a third-party delivery or ordering platform, please be aware that refund eligibility and processing may be governed in part by that platform's own policies. In such cases:

• You should initiate your refund request directly with the third-party platform in the first instance.
• Pequod's Pizza will cooperate with the platform to resolve any legitimate complaint.
• We are not responsible for delays or limitations imposed by third-party platforms regarding refund processing.

12. Store Credit Option

In some cases, instead of a monetary refund, we may offer store credit equivalent to the value of the refundable amount. Store credit:

• Will be applied to your account for use on future orders at pequodspizza.digital.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be applied toward tips or delivery fees charged by third parties.

You may accept or decline the store credit option. If you decline, a monetary refund will be processed through your original payment method, subject to eligibility under this policy.

13. Fraud Prevention

Pequod's Pizza is committed to maintaining a fair refund system for all customers. We reserve the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or made in bad faith. Indicators of potential refund abuse include but are not limited to:

• Repeated refund requests from the same customer without verifiable cause.
• Requests submitted with fabricated or manipulated photographs or documentation.
• Claims inconsistent with our internal records, kitchen logs, or delivery tracking data.

Accounts found to be engaging in refund fraud may be suspended or permanently banned from ordering through our platform. We may also report suspected fraud to relevant law enforcement or consumer protection authorities.

14. Policy Amendments

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pequodspizza.digital with an updated effective date. Continued use of our services following any modification constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

15. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or order concerns, please contact us using the information below. Our customer support team is ready to assist you:

This Refund Policy was last updated on March 28, 2026. Pequod's Pizza operates in compliance with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act and the Fair Credit Billing Act.