Refund Policy

At Punch Pizza, we are committed to delivering exceptional food and a satisfying customer experience every time you place an order. We understand that sometimes things do not go as planned, and we want to make sure you feel confident and protected when ordering from us. This Refund Policy outlines your rights, our responsibilities, and the procedures we follow when handling refund requests, cancellations, and disputes.

Please read this policy carefully before placing an order through our website at punchpizza.digital or through any affiliated ordering platform. By completing a purchase, you agree to the terms described herein.

1. Our Commitment to Quality

Punch Pizza takes pride in preparing fresh, high-quality food for every customer. We hold ourselves to a high standard of food safety, accuracy, and presentation. However, we recognize that errors can occur — whether in order preparation, delivery, or quality — and we are fully committed to making things right when they do.

Our refund policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy at the time of ordering and the item was prepared in a manner that triggered an allergic reaction, you may be eligible for a refund and additional review.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: You did not receive your order, and our delivery partner cannot confirm successful delivery to your address.

Refund eligibility will be assessed on a case-by-case basis. Punch Pizza reserves the right to request photographic evidence or additional information to verify claims before processing a refund.

3. Timeframes for Refund Requests

To qualify for a refund, you must contact us within the following timeframes after your order is placed or delivered:

4. Non-Refundable Items and Situations

The following items, services, and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten at the time of the complaint.
• Dissatisfaction based solely on personal taste preferences (e.g., "I don't like the sauce") when the item was prepared correctly as described on the menu.
• Requests made after the applicable refund window has passed.
• Promotional or discounted items specifically marked as non-refundable at the time of purchase.
• Gift cards or digital vouchers once redeemed.
• Catering deposits that have already been used to procure ingredients or supplies for a confirmed event.
• Delivery fees charged by third-party delivery platforms, which are governed by the respective platform's own refund policies.
• Orders canceled after preparation has begun (see Section 8: Cancellation Policy).

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

Requesting a refund from Punch Pizza is simple. Please follow these steps to ensure your request is handled as quickly and efficiently as possible:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order number, the date and time of your order, the items you ordered, a description of the issue, and any photographic evidence (photos of incorrect, missing, or damaged items are highly recommended).
2. Step 2 — Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit our website at punchpizza.digital. Please use the subject line "Refund Request — [Your Order Number]" so we can locate your order quickly.
3. Step 3 — Submit Your Evidence: Attach any supporting photos or documentation to your email. Clear images of the incorrect or unsatisfactory items will significantly speed up the review process.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1 business day and begin reviewing your case.
5. Step 5 — Resolution: Once your request has been reviewed, we will notify you of our decision via email. If approved, we will initiate the refund to your original payment method or offer an appropriate alternative resolution.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds on our end promptly, your bank or financial institution may take additional time to reflect the credit in your account. Punch Pizza is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect or missing (e.g., one out of three pizzas was wrong).
• The food quality issue affected only some of the items in your order.
• A delivery delay impacted only part of the order's enjoyment or usability.
• A discount or coupon was applied to the order, and the refund reflects only the amount actually paid for the affected item(s).
• The customer has already consumed a significant portion of the order before notifying us of the issue.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

Because we serve freshly prepared food, traditional product exchanges are not always possible. However, Punch Pizza does offer the following alternatives when an issue is confirmed:

• Remake and Redelivery: If your order was incorrect or unsatisfactory and the issue is reported promptly, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value, which can be applied to your next order through our website at punchpizza.digital.
• Complimentary Item: For minor issues, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Exchanges and remakes are offered at the sole discretion of Punch Pizza and are subject to operating hours, ingredient availability, and the nature of the complaint.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms carefully:

9.1 Standard Orders

• Canceled before preparation begins: Full refund issued with no penalty. To cancel before preparation, you must contact us immediately after placing your order, as our kitchen begins work quickly.
• Canceled after preparation has begun: No refund will be issued, as ingredients and labor have already been committed to your order.
• Canceled after dispatch for delivery: No refund will be issued. Once your order is out for delivery, it cannot be recalled.

9.2 Catering and Group Orders

• Canceled more than 48 hours before the scheduled event: Full refund of any deposits paid, minus any non-recoverable costs already incurred.
• Canceled between 24 and 48 hours before the scheduled event: 50% of the total order value may be retained as a cancellation fee.
• Canceled less than 24 hours before the scheduled event: No refund will be issued. The full order amount may be charged.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Punch Pizza encourages you to pursue resolution through the following process:

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was inadequate, you may escalate your complaint by emailing [email protected] with the subject line "Escalated Dispute — [Your Order Number]." A senior member of our team will review your case within 3 business days and provide a final determination.

10.2 Chargeback Through Your Financial Institution

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe you were billed incorrectly or did not receive what was promised. We encourage you to contact us first before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication.

10.3 FTC and Consumer Protection Resources

If you believe our practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. You may also seek assistance from your state's consumer protection office.

10.4 Informal Mediation

For disputes involving catering contracts or larger orders, both parties agree to attempt resolution through informal mediation before pursuing any formal legal action. Mediation shall be conducted in the state where Punch Pizza operates, in accordance with applicable United States law.

11. Special Circumstances

Punch Pizza recognizes that certain situations fall outside the scope of standard policy. The following special circumstances will be handled with additional care and sensitivity:

• Food Allergy Incidents: If a customer suffers an adverse reaction that they believe is linked to an ingredient mislabeled or omitted from our menu description, we will conduct a full internal review, cooperate with the customer, and follow all applicable food safety regulations.
• Force Majeure: In the event of severe weather, natural disasters, power outages, or other circumstances beyond our control, Punch Pizza will make every reasonable effort to fulfill orders or issue appropriate refunds. We are not liable for delays or failures caused by events outside our reasonable control.
• Third-Party Platform Orders: If you placed your order through a third-party delivery app (such as DoorDash, Uber Eats, or Grubhub), please contact that platform directly for refund requests related to their delivery service. Issues related to food quality or incorrect items prepared by our kitchen should still be directed to us at [email protected].

12. Policy Updates

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at punchpizza.digital with the updated effective date. Continued use of our services after changes have been posted constitutes your acceptance of the revised policy. We encourage customers to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

Our customer support team is ready to assist you with any refund-related questions or concerns. Please do not hesitate to reach out through any of the following channels: