Refund Policy

Effective Date: April 28, 2026 | Last Updated: April 28, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at pizzaspequods.click, by phone, in person, or through any authorized third-party delivery platforms associated with Pequod's Pizza. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

This policy is governed by applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices, as well as any applicable state-level consumer protection regulations depending on the state in which the transaction occurs.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. To be considered eligible for a full or partial refund, one or more of the following conditions must apply:

• Incorrect Order: You received an item that is substantially different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items that you paid for were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was of unsatisfactory quality, including but not limited to undercooked or overcooked food, foreign objects found in the food, or spoiled/expired ingredients.
• Allergic Reactions Due to Mislabeling: If you clearly communicated a food allergy or dietary restriction at the time of ordering and the item delivered did not comply with that request, causing a health concern.
• Order Not Delivered: Your delivery order was marked as delivered but was never received, and there is no evidence of delivery at your confirmed address.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Cancelled by Pequod's Pizza: We were unable to fulfill your order for any reason on our end.

Refunds will not be granted for changes of mind, personal taste preferences, or situations where the order was correctly prepared but the customer simply did not enjoy it.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy:

• Orders that have been fully consumed before a complaint is filed, unless a documented food safety concern is raised.
• Customized orders that were prepared exactly as specified by the customer, where the issue is a change of preference rather than a preparation error.
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's refund policy).
• Promotional items or complimentary add-ons provided free of charge.
• Gift cards or vouchers that have already been redeemed.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery.
• Delays caused by weather, traffic, or other factors beyond our reasonable control, provided the food was delivered and was of acceptable quality upon arrival.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your complaint effectively. The following timeframes apply:

Requests submitted outside of these timeframes may still be reviewed on a case-by-case basis, but Pequod's Pizza reserves the right to decline refund requests that are not reported within the stated windows, as our ability to verify the issue may be limited.

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

If you believe you qualify for a refund under this policy, please follow the steps below to submit your request:

1. Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue
   • Photographs of the food or packaging (if applicable and available)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzaspequods.click
3. Submit Your Claim: Clearly describe the problem, attach any supporting photos or documentation, and specify whether you are requesting a full refund, partial refund, or a replacement order.
4. Wait for Acknowledgment: Our team will acknowledge receipt of your request within 1–2 business days and begin an investigation.
5. Resolution: We will communicate our decision to you within 5–7 business days of receiving your complete request. If approved, your refund will be processed according to the applicable timeline described in Section 7 below.

6. Cancellation Policy

We understand that plans can change. Our ability to process cancellations depends on the stage of order preparation at the time of your request.

6.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund will be issued, provided the order has not yet entered the preparation stage.
• Cancellation after 5 minutes but before preparation begins: We will make every effort to accommodate the cancellation. If successful, a full refund will be issued.
• Cancellation after preparation has begun: We are unable to issue a refund once your order has entered active preparation, as ingredients have already been used and kitchen resources allocated.
• Cancellation after dispatch (delivery orders): Once the order has been dispatched for delivery, cancellations are not accepted and no refund will be issued for the food items.

6.2 Catering and Large Group Orders

For catering orders or group orders of 10 or more pizzas:

• Cancellation 48+ hours before scheduled delivery/pickup: Full refund, minus any non-recoverable ingredient costs already incurred.
• Cancellation 24–48 hours before scheduled delivery/pickup: 50% refund of the total order value.
• Cancellation less than 24 hours before scheduled delivery/pickup: No refund will be issued, as significant preparation and resource allocation will have already taken place.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. Pequod's Pizza is not responsible for delays caused by banks or payment processors once the refund has been initiated on our side.

8. Partial Refunds

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

• Only a portion of the order had a quality issue or was missing, while the rest of the order was correct and acceptable.
• The customer consumed a significant portion of the order before raising a complaint.
• A topping or ingredient was missing from a pizza, but the overall dish was otherwise correctly prepared and delivered.
• A catering order was partially cancelled within the restricted cancellation window.

The amount of a partial refund will be calculated based on the value of the affected items relative to the total order and the nature of the issue. Our team will communicate the specific refund amount during the resolution process and provide a clear breakdown upon request.

9. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace or re-make the affected item(s). This is often the fastest way to resolve your issue, particularly for in-store or local delivery orders.

• Replacement Orders: If your order was incorrect or had a quality issue, we may offer to prepare and deliver or make available for pickup a replacement item at no additional charge.
• Acceptance of Replacement: If you accept a replacement order, this will be considered full resolution of the complaint, and no monetary refund will be issued for the affected items.
• Declining a Replacement: You are not obligated to accept a replacement. If you prefer a monetary refund and your claim meets the eligibility criteria outlined in Section 2, a refund will be processed instead.
• Replacement Timeframe: Replacement orders will be prioritized and prepared as quickly as possible. Estimated times will be communicated when the replacement is confirmed.

10. Orders Through Third-Party Platforms

If you placed your order through a third-party delivery application or platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed through third-party platforms must be initiated directly through that platform's customer support process, as those platforms handle payment processing independently.
• Pequod's Pizza will cooperate fully with third-party platform investigations into order issues and will provide documentation as needed.
• Delivery fees, service fees, and tips collected by third-party platforms are entirely outside Pequod's Pizza's control and are subject to those platforms' own refund policies.
• If you are unsatisfied with the resolution offered by a third-party platform, you are also welcome to contact us directly at [email protected], and we will do our best to assist.

11. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter. Pequod's Pizza is committed to resolving disputes in a fair, transparent, and timely manner.

Step 1: Internal Escalation

If you believe your initial refund request was handled incorrectly, you may request an escalation to a senior team member by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include your original ticket or case reference number. A senior representative will review your case within 5 business days.

Step 2: Chargeback / Credit Card Dispute

If you paid by credit card or debit card and believe you have been unfairly charged, you have the right to dispute the charge with your card issuer or bank. Under the Fair Credit Billing Act (FCBA), credit card holders in the United States have the right to dispute billing errors. Please note that initiating a chargeback without first attempting to resolve the matter with us may delay resolution.

Step 3: Consumer Protection Agencies

Customers in the United States also have the right to file complaints with consumer protection agencies if they believe a business has engaged in unfair or deceptive practices. Relevant agencies include:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): For payment-related disputes at www.consumerfinance.gov
• Your State Attorney General's Office: For state-level consumer protection concerns.
• Better Business Bureau (BBB): www.bbb.org

12. Our Right to Refuse Refunds

Pequod's Pizza reserves the right to decline refund requests in the following circumstances:

• The request falls outside the applicable timeframe as outlined in Section 4.
• The complaint cannot be substantiated due to a lack of evidence and/or documentation.
• There is evidence of fraudulent activity, misuse of the refund policy, or repeated bad-faith claims.
• The issue was caused by factors outside our control, such as incorrect address information provided by the customer.
• The order was prepared correctly and in accordance with the customer's specifications.

Any decision to refuse a refund will be communicated in writing with a clear explanation. Customers retain the right to escalate decisions they disagree with using the process described in Section 11.

13. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizzaspequods.click. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Us

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to reach out to us. Our customer support team is here to help.