Refund Policy

At Punch Pizza, we are committed to delivering an exceptional dining experience and the highest quality food to every customer. We understand that sometimes things do not go as planned, and we want to make sure you feel confident when placing an order with us. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

Please read this policy carefully before placing an order. By completing a purchase through our website at punchpizza.rest or at our physical location, you agree to the terms described below.

1. Our Commitment to Quality

Punch Pizza takes great pride in the quality and freshness of our food. Every pizza and menu item is prepared with care using quality ingredients. If your order does not meet our standards or your expectations due to an error on our part, we encourage you to contact us immediately so we can make it right.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• Incorrect Order: You received a menu item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, or otherwise inedible and not caused by mishandling on your part after receipt.
• Allergic Reactions or Ingredient Errors: An item was prepared with an ingredient you specifically requested to be excluded due to an allergy or dietary restriction that we acknowledged and confirmed.
• Order Not Delivered: Your delivery order was never received and confirmed as undelivered by our records.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Overcharging: You were charged a higher amount than the confirmed order total.

To be eligible for a refund, you must report the issue within the timeframes outlined in Section 3 below. Refund requests made after the applicable deadline may not be honored except at our sole discretion.

3. Timeframes for Refund Requests

We understand that food-related issues are time-sensitive. The following timeframes apply to refund requests:

Requests submitted after these timeframes will be reviewed on a case-by-case basis, and we cannot guarantee a refund will be issued. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Situations

The following circumstances do not qualify for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Change of mind or personal taste preferences (e.g., you ordered a pizza with a certain topping and simply decided you do not like it).
• Orders where incorrect delivery information was provided by the customer, resulting in non-delivery.
• Promotional items, complimentary add-ons, or items received as part of a special offer at no charge.
• Delivery fees, service fees, or platform processing fees in cases where the food order itself was fulfilled correctly.
• Customization errors where the customization was not properly communicated during the ordering process.
• Issues arising from customer mishandling of the food after receipt (e.g., food left out for an extended period).
• Orders placed during promotional events or limited-time offers that were clearly marked as non-refundable at the time of purchase.

5. How to Request a Refund (Step-by-Step)

Requesting a refund from Punch Pizza is a straightforward process. Please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs or videos of the food item(s) in question, including any visible quality issues, incorrect items, or missing contents. Documentation will help us process your request faster.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, date and time of the order, items ordered, and the payment method used.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: punchpizza.rest
   Please use the subject line: "Refund Request – [Your Order Number]"
4. Step 4 — Provide Required Details: In your message, include the following:
   • Full name and contact information
   • Order number and order date
   • Description of the issue
   • Photos or supporting documentation
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Review and Confirmation: Our team will acknowledge your request within 1 business day and may ask for additional information if needed.
6. Step 6 — Resolution: We will notify you of our decision within 3 to 5 business days of receiving all required information. If approved, your refund will be processed according to the timelines in Section 6.

6. 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, the actual time for funds to appear in your account may vary depending on your bank or financial institution's policies, which are outside of our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect or affected by a quality issue, while the rest of your order was satisfactory.
• Some items from your order were missing, but the majority of the order was delivered correctly.
• A discount, promotional credit, or coupon was applied at checkout, in which case the refund will be proportional to the amount actually paid.
• The food was partially consumed before the issue was identified, and the consumed portion was not part of the reported problem.
• A delivery fee or service charge was partially responsible for the dissatisfaction, but not the entire order.

The amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported and documented evidence provided.

8. Exchange Policy

In many cases, we prefer to offer an immediate replacement or exchange rather than a monetary refund, as this allows us to correct the issue quickly and ensure you receive the food you ordered. Our exchange policy works as follows:

• Replacement Order: If your order was incorrect or contained a quality issue that can be corrected, we will offer to prepare and send or have ready a replacement item at no additional cost.
• Time Constraint: Replacement offers are subject to our operating hours. If the issue is reported outside our operating hours, we will prioritize a monetary refund or store credit.
• Customer Choice: You always have the right to choose between a replacement and a refund for eligible issues. We will not force an exchange in place of a refund if a refund is your preferred option and the issue is eligible.
• Return of Original Item: In some cases, we may request that the incorrect or unsatisfactory item be available for inspection by our delivery partner or staff. We will not require you to return consumed food.

9. Order Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as fair as possible given the nature of fresh food preparation:

9.1 Cancellations Before Food Preparation Begins

If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. To check whether preparation has started, please contact us immediately after placing your order.

9.2 Cancellations After Food Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations may not be accepted, or only a partial refund may be offered. This is because food preparation involves perishable ingredients and dedicated labor that cannot be recovered.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are not available to receive your delivery, please contact us, and we will work with you on a case-by-case basis.

9.4 How to Cancel

To request a cancellation, contact us as quickly as possible via:

• Email: [email protected]
• Website: punchpizza.rest

Cancellation requests are processed in the order they are received. Time is critical — the sooner you contact us, the greater the likelihood that we can cancel before preparation begins.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our escalation process before seeking external remedies:

10.1 Internal Escalation

If your refund request was denied or you believe the resolution was unfair, you may request a review by a senior member of our team. To escalate your complaint, email us at [email protected] with the subject line: "Escalated Dispute – [Your Order Number]". We will review your case and provide a final decision within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you may initiate a chargeback for unauthorized or disputed charges. We encourage you to contact us first to resolve the issue directly before initiating a chargeback, as we are committed to resolving disputes fairly and promptly.

10.3 FTC and Consumer Protection

Punch Pizza complies with all applicable United States federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, we are open to informal mediation. Both parties agree to make a good faith effort to resolve any dispute through direct communication before pursuing formal legal action.

11. Store Credit Option

In some cases, we may offer store credit as an alternative to a monetary refund. Store credit can be used toward any future order at Punch Pizza. Store credit:

• Is valid for 12 months from the date of issuance.
• Is non-transferable and may not be exchanged for cash.
• May be applied to delivery, pickup, or in-store orders.
• Will be issued to the email address associated with your account or order.

Accepting store credit is always optional. You may request a monetary refund to your original payment method if you prefer, and we will honor that request where eligible.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at punchpizza.rest. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy. For significant changes, we will endeavor to notify customers by email or through a prominent notice on our website.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to discuss a billing concern, please contact our customer service team:

This Refund Policy is effective as of March 29, 2026, and applies to all orders placed through punchpizza.rest or directly at our location. This policy is subject to change without prior notice. For the most current version, please visit our website.