Refund Policy

Effective Date: May 13, 2026 | Last Updated: May 13, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website deweyspizza-eat.click, by phone, or through any other ordering channel operated by Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to review this policy before completing your purchase.

As a food service business operating in the United States, our refund practices are guided by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. We aim to handle all refund requests fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in the delivery or pickup order.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to ingredients that were not disclosed or were incorrectly listed at the time of your order.
• Significant Delivery Delay: Your delivery arrived more than 60 minutes past the estimated delivery time without prior notice from our team, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your delivery order was never delivered, and our records confirm a failed delivery attempt with no successful resolution.

Refund eligibility will be assessed on a case-by-case basis. We reserve the right to request evidence (such as photos of the food or packaging) to support your claim before processing a refund.

3. Timeframes for Refund Requests

To ensure your refund request can be properly assessed and processed, all claims must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We understand that exceptions may apply in extraordinary circumstances, and we will review such cases at our discretion. If you are unable to contact us within the required window due to an emergency or extenuating circumstances, please reach out as soon as possible with a full explanation.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order was prepared or delivered.
• Consumed Food: If you have consumed the majority of a food item and then request a refund without a valid quality complaint, the request will not be honored.
• Customization Errors by the Customer: If you made an error when customizing your order (e.g., selected the wrong toppings or size), we are not responsible for the mistake after the order has been confirmed.
• Delivery Delays Due to External Factors: Delays caused by traffic, weather conditions, acts of God, or other circumstances beyond our reasonable control are not grounds for a refund unless food quality was materially compromised.
• Promotional and Discounted Items: Items purchased using special promotional pricing, discount codes, or coupons may be subject to additional limitations on refund eligibility.
• Catering Deposits: Non-refundable deposits made for catering or large group orders once preparation has begun.
• Digital Gift Cards or Credits: Purchased digital gift cards and store credits are non-refundable once issued.

5. How to Request a Refund

If you believe you are entitled to a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items purchased, and the total amount charged. Having this information ready will help us process your request faster.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the food you received. Photos should clearly show any quality issues, missing items, or incorrect orders. This evidence will help us evaluate your claim.
3. Step 3 – Contact Us: Reach out to our customer service team using the contact details provided at the end of this policy. You may contact us by email at [email protected] or through the contact form on our website at deweyspizza-eat.click. Please include your order number, a description of the issue, and any supporting photos.
4. Step 4 – Await Review: Our team will review your request and may follow up to request additional information. Please respond promptly to any requests for clarification to avoid delays.
5. Step 5 – Refund Decision: We will notify you of our decision by email within 3–5 business days of receiving your complete request. If approved, your refund will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate the refund promptly upon approval, we do not control the processing times of your financial institution or payment provider. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or payment provider before reaching out to us again.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality, while the rest of the order was delivered correctly and met our quality standards.
• The food item was partially consumed before the quality issue was discovered.
• You experienced a minor inconvenience (e.g., a slight delay, one incorrect topping on a pizza) that does not warrant a full refund but merits some form of compensation.
• A promotional discount or coupon was applied to the order, and the refund is calculated on the net amount paid rather than the listed price.

Partial refund amounts will be determined based on the value of the affected items in relation to the total order value. We will communicate the proposed partial refund amount to you before processing it.

8. Exchange Policy

Where feasible, Dewey's Pizza may offer a replacement or exchange as an alternative to a monetary refund. An exchange or replacement order may be offered in the following situations:

• You received the wrong pizza, side dish, or beverage and would prefer to receive the correct item rather than a refund.
• A food quality issue was identified and the item can be remade and delivered promptly within a reasonable time.
• A missing item can be dispatched as a standalone delivery within a reasonable timeframe.

Exchanges and replacements are subject to availability and our operational capacity at the time of the request. If a replacement is not feasible due to distance, time of day, or kitchen closure, a monetary refund will be offered instead. You are not obligated to accept a replacement in lieu of a refund if you prefer the latter.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you will receive a full refund. Please contact us immediately after placing your order if you need to cancel.
• Cancellation After Preparation Has Begun: Once food preparation has started, cancellations may not be accepted, and a refund may not be issued. If a cancellation is accepted at this stage, a partial refund may be offered at our discretion.
• Cancellation After Dispatch (Delivery Orders): Orders cannot be cancelled once they have been dispatched for delivery. No refund will be issued for cancellation requests made after dispatch unless the delivery fails to arrive.

9.2 Catering and Large Group Orders

• Catering orders cancelled more than 72 hours before the scheduled event will receive a full refund, including any deposit paid.
• Catering orders cancelled between 24 and 72 hours before the event will forfeit 50% of the total order value.
• Catering orders cancelled less than 24 hours before the event will not be eligible for any refund.

10. Dispute Resolution Process

We are dedicated to resolving all customer concerns amicably and as quickly as possible. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Internal Escalation: Request that your complaint be reviewed by a senior member of our customer service team or management. You may do so by replying to the email correspondence related to your refund request and asking for escalation.
2. Written Formal Complaint: Submit a formal written complaint to our email address at [email protected] with the subject line "Formal Complaint – Refund Dispute." We will respond within 5 business days.
3. Third-Party Mediation: If the dispute cannot be resolved through direct communication, both parties may agree to pursue non-binding mediation through a neutral third-party mediator.
4. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General's office for further guidance.
5. Legal Action: As a last resort, disputes may be resolved through legal proceedings in the appropriate courts of the United States in accordance with applicable federal and state laws.

11. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card provider without first contacting us to resolve the issue, we reserve the right to contest the chargeback with evidence of the transaction and our compliance with this policy. We encourage all customers to contact us first, as chargebacks can take weeks to resolve and may delay any compensation you are entitled to.

Customers who are found to have submitted fraudulent refund claims or abuse our refund policy may be permanently restricted from placing orders through Dewey's Pizza's platforms.

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at deweyspizza-eat.click with an updated effective date. Continued use of our services after a policy update constitutes your acceptance of the revised terms. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the details below:

This Refund Policy was last updated on May 13, 2026, and is effective as of that date. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC).