Refund Policy

Effective Date: April 20, 2026 | Last Updated: April 20, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases, orders, and transactions made through our website pequods-pizza.click and any associated services offered by Pequod's Pizza. This Policy is designed to be fair, transparent, and compliant with applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

By placing an order with Pequod's Pizza — whether online, by phone, or in person — you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. We encourage you to retain a copy of this Policy and your order confirmation for your records.

If you have any questions about this Policy before placing an order, please contact us at [email protected] prior to completing your purchase.

2. Eligibility Conditions for Refunds

Pequod's Pizza will consider refund requests under the following circumstances. A refund may be issued when:

• Your order was incorrect — meaning items delivered or prepared were materially different from what you ordered.
• Your food arrived in an unacceptable condition, such as being burnt, raw, spoiled, or contaminated.
• A significant portion of your order was missing upon delivery or pickup.
• You received a duplicate charge for the same order.
• Your order was never delivered and could not be fulfilled, despite payment being processed.
• A technical error on our platform caused an unauthorized or duplicate transaction.
• You experienced an allergic reaction due to an undisclosed ingredient that was not listed in the product description (subject to investigation).

Refund eligibility will be assessed on a case-by-case basis. Pequod's Pizza reserves the right to request photographic evidence or additional documentation to support your claim before a refund is approved.

Please note that subjective dissatisfaction with taste, portion size, or general food preference, without objective defect or error, may not qualify for a full refund but may be considered for a partial refund or store credit at our discretion.

3. Timeframes for Refund Requests

Timeliness is essential when requesting a refund for perishable food items. Pequod's Pizza requires that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may be denied. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Consumed orders: Orders that have been substantially consumed will not be eligible for a refund unless a verifiable quality or safety issue is documented.
• Change of mind: Refunds will not be issued solely because you changed your mind after placing an order that has already been prepared.
• Customized or special requests: Orders placed with specific customizations that were correctly fulfilled as requested are not eligible for refunds.
• Promotional or discounted items: Items purchased at a promotional price or through third-party discount codes may have limited refund eligibility.
• Delivery fees: Delivery service fees are generally non-refundable once a delivery driver has been dispatched, except in cases where the delivery was not completed through no fault of the customer.
• Third-party platform orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' respective refund policies. Pequod's Pizza cannot process refunds for third-party platform transactions directly.
• Gift cards and store credits: Gift cards and issued store credits are non-refundable and cannot be exchanged for cash.

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

To ensure your refund request is processed efficiently, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem. This includes incorrect items, missing portions, food quality issues, or packaging defects. Documentation significantly strengthens your claim.
2. Step 2 — Contact Us Promptly: Reach out to Pequod's Pizza within the applicable timeframe (see Section 3). You may contact us via:
   • Email: [email protected]
   • Website: pequods-pizza.click
3. Step 3 — Provide Order Details: In your refund request, include the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The specific item(s) involved in the complaint
   • A detailed description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review: Our customer service team will review your request within 1–3 business days. We may follow up with additional questions or requests for clarification.
5. Step 5 — Receive Decision: Once our review is complete, you will be notified of the outcome via the email address provided in your request. If your refund is approved, it will be processed according to the timeframes outlined in Section 7.

6. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder of the order was received in satisfactory condition.
• A quality issue affected only one or a few items within a larger order.
• The food was partially consumed before the issue was identified (minor defects identified after significant consumption).
• The order was correct but a minor error occurred (e.g., a wrong topping on one slice of a multi-slice pizza).
• A delivery delay occurred that was partially within our control and partially due to external factors such as traffic or weather.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order cost, including applicable taxes.

7. Refund Processing Times by Payment Method

Once a refund has been approved by our customer service team, the processing time will vary based on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment processor. Pequod's Pizza is not responsible for delays caused by third-party payment processors or banks.

8. Exchange Policy

Given the perishable nature of food products, traditional item exchanges are handled differently than in retail settings. Pequod's Pizza offers the following exchange options:

8.1 Order Replacement

If you received incorrect items or your food was prepared incorrectly, we may offer to replace your order at no additional charge. Replacements are subject to availability and operational hours. Replacement orders will be prioritized in our kitchen queue and prepared as soon as possible.

8.2 Store Credit in Lieu of Exchange

If an immediate replacement is not feasible (e.g., the restaurant has closed, or you are unable to wait), we may issue store credit equivalent to the value of the affected items. Store credits are applied to your account and can be used on your next order.

8.3 Conditions for Exchanges

• Exchange requests must be made within the timeframes stated in Section 3.
• Original packaging or uneaten portions of the incorrect item may be required for verification in some cases.
• Exchanges are not available for items that were correctly prepared per the customer's specifications.

9. Cancellation Policy

We understand that plans can change. Below are our cancellation terms based on order type:

9.1 Standard Delivery and Pickup Orders

Orders that have already entered the preparation stage in our kitchen cannot be cancelled. If you wish to cancel an order, you must do so before the kitchen begins preparation. To cancel an order:

• Contact us immediately by email at [email protected]
• Reference your order number in the subject line
• Clearly state your cancellation request

If the cancellation is accepted before preparation begins, a full refund will be issued. If the order is already in preparation, no cancellation or refund will be possible, except in exceptional circumstances at our discretion.

9.2 Pre-Orders and Scheduled Orders

For pre-orders or orders scheduled for a future date or time:

• Cancellations made more than 24 hours before the scheduled delivery or pickup time: Full refund issued.
• Cancellations made between 12–24 hours before the scheduled time: 50% refund or full store credit.
• Cancellations made less than 12 hours before the scheduled time: No refund may be available, as ingredients and resources will have already been allocated.

9.3 Catering Orders

Catering orders require significant advance preparation and resource allocation. Cancellation terms for catering orders will be specified in the catering agreement signed at the time of booking. Generally:

• Cancellations made 72 hours or more in advance: Full refund minus any non-recoverable costs (e.g., specialty ingredients already purchased).
• Cancellations made within 72 hours of the event: 25–50% refund at our discretion, depending on preparation status.
• Cancellations made within 24 hours: No refund will be issued.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pequod's Pizza provides the following dispute resolution options:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service management team. To escalate your dispute:

• Reply to the refund decision email with the subject line: "Refund Dispute — Escalation Request"
• Clearly explain why you disagree with the initial decision and provide any additional supporting documentation
• Our management team will review your escalated case within 3–5 business days

10.2 Good-Faith Negotiation

We are committed to resolving all disputes in good faith. We encourage open communication and will make every reasonable effort to find a mutually acceptable resolution. Our goal is customer satisfaction, and we will consider all relevant factors in reaching a fair outcome.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC Act prohibits unfair or deceptive business practices in commerce.
• Consumer Financial Protection Bureau (CFPB): For billing and payment disputes: www.consumerfinance.gov
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org

10.4 Chargebacks

While you have the right to dispute a charge with your credit card issuer or bank (chargeback), we kindly request that you contact us first to allow us the opportunity to resolve the issue directly. Chargebacks initiated without prior contact with Pequod's Pizza may result in restrictions on future orders. We will cooperate fully with any chargeback investigation initiated by your financial institution.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the state in which the transaction occurred, without regard to conflict of law principles. Any legal action related to this Policy shall be subject to applicable federal and state jurisdiction.

11. Special Circumstances

11.1 Food Allergy Incidents

If you or a member of your party experienced an adverse reaction that you believe is related to our food, please contact us immediately and seek appropriate medical attention. We take food safety extremely seriously. In such cases:

• Contact us immediately via [email protected]
• Retain any remaining food and packaging, as it may be needed for investigation
• We will conduct a thorough internal review and cooperate with any health authority investigations
• Refunds in such cases will be assessed upon completion of the investigation

11.2 Force Majeure

In the event of circumstances beyond our reasonable control — including but not limited to natural disasters, extreme weather events, power outages, government-imposed restrictions, or other force majeure events — Pequod's Pizza may be unable to fulfill orders. In such cases, we will make every effort to notify affected customers promptly and provide full refunds for undelivered orders.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at pequods-pizza.click with an updated "Last Updated" date. We encourage customers to review this Policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised Policy.

13. Contact Information for Refund Requests

When contacting us for a refund, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation number
• Date and time of your order
• Nature of the issue
• Supporting photographs or documentation

This Refund Policy was last reviewed and updated on April 20, 2026. Pequod's Pizza is committed to fair and transparent business practices in accordance with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act.