Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Overview

This Refund Policy applies to all purchases made through our website pizzas-pequods.world, by phone, or in person at any Pequod's 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 Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce.

We strive to ensure every pizza and menu item meets our high standards. However, if you are dissatisfied with your order for a legitimate reason, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Missing Items: Items that were paid for were not included in your order.
• Delivery Issues: Your order was significantly delayed beyond the estimated delivery time due to our error, resulting in food that is no longer suitable for consumption.
• Allergic Reactions Due to Our Error: If an allergen you explicitly requested be excluded was included in your order, causing you to be unable to consume it.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

Refunds will not be considered eligible in the following situations:

• You simply changed your mind after placing your order and the food has already been prepared.
• The issue was caused by incorrect information provided by the customer (e.g., wrong delivery address, wrong toppings selected by the customer).
• The complaint is made outside the applicable timeframe (see Section 3 below).
• The food has been substantially consumed before a complaint is raised.
• The order was customized per special instructions that we fulfilled correctly.

3. Timeframes for Refund Requests

To be eligible for a refund, you must report the issue within the following timeframes:

We strongly recommend reporting any issue as soon as it is discovered. Requests made after these deadlines may not be honored, except where required by applicable law.

4. Non-Refundable Items and Services

The following are generally non-refundable:

• Delivery fees: Delivery and service fees are non-refundable unless the delivery was never attempted or the order was cancelled prior to dispatch.
• Tips: Any tips applied at checkout are non-refundable.
• Promotional and discounted items: Items purchased using promotional codes or special discounts may have limited or no refund eligibility unless the item itself is defective or incorrect.
• Gift cards and store credit: Gift cards and any redeemed store credit are non-refundable and non-transferable.
• Special event orders (pre-orders): Pre-ordered catering or large group orders cancelled less than 24 hours before the scheduled time are non-refundable (see Section 8 – Cancellation Policy).
• Consumed food: Food that has been substantially consumed will not be eligible for a full refund. A partial refund may be considered at our discretion.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of the order, and the payment method used. If you ordered online through pizzas-pequods.world, you can find this in your order confirmation email.
2. Step 2 – Document the Issue: If possible, take a photograph of the incorrect, missing, or unsatisfactory item(s). Visual documentation significantly speeds up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-pequods.world
4. Step 4 – Provide Required Details: In your refund request, please include:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Step 6 – Resolution: Once your request is reviewed and approved, we will process your refund, replacement, or store credit within the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, only a partial refund may be granted. These include, but are not limited to:

• Only one or a few items in an order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• The food item was partially consumed before the issue was reported.
• A delivery delay impacted only part of the order (e.g., certain items were delivered cold while others were acceptable).
• A promotional discount was applied to the order, and the refund reflects the actual amount paid rather than the full retail value.
• The reported issue falls outside our standard refund eligibility criteria but we choose to offer a goodwill partial refund or store credit at our discretion.

In all partial refund cases, we will communicate clearly what portion of the payment will be returned and the reason for the partial rather than full refund.

8. Exchange Policy

Because our products are freshly prepared food items, traditional "exchanges" are handled differently than non-perishable goods. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or unsatisfactory due to our error, we will prepare and deliver or make available a replacement order at no additional charge. Replacement orders are subject to normal preparation and delivery times.
• Substitutions: If a specific item or topping is unavailable at the time of your replacement, we will notify you and offer a comparable substitute or a refund for that item.
• No Like-for-Like Exchange for Personal Preference: We are unable to offer replacement orders simply because a customer changed their preferences after the order was correctly prepared.
• Store Credit as an Alternative: In cases where a replacement is not practical (e.g., you no longer want food delivered), we may offer store credit of equal value to the affected item(s) that can be used on a future order.

9. Cancellation Policy

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

9.1 Standard Orders

• Cancellation within 5 minutes of placing the order: If you cancel your order within 5 minutes of placing it and it has not yet entered food preparation, you are eligible for a full refund.
• Cancellation after food preparation has begun: Once food preparation has started, cancellations are generally not accepted, and no refund will be issued. If you have a legitimate reason (e.g., a duplicate order was placed by mistake), please contact us immediately at [email protected] and we will do our best to accommodate your request.

9.2 Catering and Large Group Pre-Orders

• Cancellation more than 48 hours before scheduled time: Full refund issued.
• Cancellation between 24 and 48 hours before scheduled time: 50% refund issued; the remaining 50% will be offered as store credit.
• Cancellation less than 24 hours before scheduled time: No refund will be issued, as food preparation and staffing arrangements will have already commenced.

9.3 Online Order Cancellations

Orders placed through pizzas-pequods.world can be cancelled by contacting us immediately via email at [email protected]. Please include your order confirmation number in the subject line. Cancellation is subject to the same timing conditions outlined above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

1. Step 1 – Internal Escalation: Contact our customer service team at [email protected] and clearly state that you wish to escalate your complaint. Provide your original request reference number and an explanation of why you believe the initial resolution was unsatisfactory.
2. Step 2 – Management Review: Your escalated complaint will be reviewed by a member of our management team within 5 business days. We will respond in writing with a final internal decision.
3. Step 3 – Chargeback Rights: If you paid by credit or debit card and believe you have not received goods or services as described, you retain the right to dispute the charge with your card issuer or bank. This is a legal right protected under the Fair Credit Billing Act (FCBA) for credit card transactions.
4. Step 4 – Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state attorney general's consumer protection office if you believe we have engaged in unfair or deceptive trade practices.
5. Step 5 – Third-Party Mediation: In the event a dispute cannot be resolved through the above steps, both parties agree to attempt good-faith mediation before pursuing any formal legal proceedings. Mediation shall take place in the jurisdiction where the transaction occurred, subject to applicable United States law.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, your refund request may need to be handled directly through that platform in accordance with their respective refund and customer satisfaction policies. Pequod's Pizza has limited authority to issue refunds for orders processed and paid through third-party platforms. We encourage you to contact both the platform and us so we can work together toward a resolution.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzas-pequods.world with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below: