Refund Policy

Last Updated: April 25, 2026

1. Introduction

Pequod's Pizza ("we," "us," or "our") is committed to delivering high-quality food and an exceptional dining experience. We understand that issues may occasionally arise with your order, and we want to make sure that any concerns are addressed promptly and fairly.

This Refund Policy applies to all purchases made directly through pizza-pequods.top, including online orders for delivery, pickup, and catering services. By placing an order with us, you agree to the terms set forth in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including relevant Federal Trade Commission (FTC) guidelines.

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 or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise not fit for consumption upon delivery or pickup.
• Significant Delay: Your order arrived significantly later than the estimated delivery time stated at checkout, and the food quality was compromised as a result.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error on our end.
• Order Never Received: You did not receive your order and there is no confirmation of delivery or pickup.
• Allergic Reactions or Special Dietary Requests Not Honored: If you submitted a specific dietary or allergen request at the time of ordering and your order did not reflect this, resulting in a product you cannot consume, you may be eligible for a refund.

All refund requests are reviewed on a case-by-case basis. Pequod's Pizza reserves the right to request supporting documentation, such as photographs of the item(s) in question, before approving a refund.

3. Timeframes for Refund Requests

To ensure a timely and effective resolution, we ask that all refund requests be submitted within the following timeframes:

Refund requests submitted outside of these windows may be declined unless exceptional circumstances exist. We encourage customers to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Services

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

• Orders that were correctly prepared and delivered as described but the customer simply changed their mind after receipt.
• Items that have been substantially consumed (more than 50% eaten) prior to a refund request being made.
• Customized or specially modified menu items where the modification was clearly communicated in the order and correctly fulfilled.
• Delivery fees and service charges, unless the order was never delivered or there was a billing error.
• Promotional or discounted items purchased as part of a limited-time deal, where the product was delivered as described.
• Gift cards and store credit issued by Pequod's Pizza.
• Orders that were delayed due to circumstances beyond our control, such as extreme weather events, traffic incidents, or other force majeure situations.

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

To request a refund, please follow the steps below:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and any supporting evidence such as photographs.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizza-pequods.top (via the Contact or Support page)
3. Step 3 – Provide Details: In your message, include your full name, order confirmation number, the specific items you are disputing, a clear description of the issue, and any photos or documentation that support your claim.
4. Step 4 – Review Process: Our customer support team will review your request within 1–3 business days. We may contact you for additional information or clarification.
5. Step 5 – Resolution: Once your refund request is approved, we will notify you via email with the details of the resolution, including the refund amount and expected processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the refund to appear in your account depends on your financial institution or payment provider. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remaining items were prepared and delivered correctly.
• The food quality issue affected only certain items in a multi-item order.
• A significant portion of the food was consumed prior to the refund request being made.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will be calculated based on the amount actually paid.
• Delivery or service fees may be excluded from a partial refund if the delivery itself was successfully completed.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of each case. We strive to ensure that our partial refund decisions are fair and reasonable.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item exchanges in the same manner as retail goods. However, in certain situations, we may offer a replacement order as an alternative to a monetary refund:

• Replacement Orders: If your order was incorrect or an item was missing, we may offer to prepare and deliver or have ready for pickup a replacement item at no additional cost, subject to availability and your location.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value to the affected item(s), redeemable on your next order through pizza-pequods.top.
• At Our Discretion: Replacement orders are offered at the sole discretion of Pequod's Pizza and are subject to operational feasibility (e.g., kitchen hours, delivery availability).

To request a replacement, please contact our support team using the same process described in Section 5 and specify that you prefer a replacement over a monetary refund.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed. As a result, our ability to cancel an order is limited once processing begins.

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: If you contact us within 5 minutes of placing your order and preparation has not yet begun, we will cancel your order and issue a full refund.
• Cancellation after 5 minutes: Once food preparation has started, we are generally unable to cancel your order. However, please contact us immediately and we will do our best to accommodate your request on a case-by-case basis.
• Cancellation after dispatch: If your order has already been dispatched for delivery, cancellation is not possible and no refund will be issued for that order.

9.2 Catering and Large Orders

• More than 48 hours before the scheduled order: Full refund issued.
• 24–48 hours before the scheduled order: 50% refund issued. The remaining 50% is retained to cover food preparation and staffing costs.
• Less than 24 hours before the scheduled order: No refund will be issued, as ingredients and labor have already been committed.

To cancel a catering order, please contact us as soon as possible at [email protected] with your order confirmation number and the reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund request, you may follow the dispute resolution steps below:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original refund request details and a clear explanation of why you disagree with the initial decision. A senior member of our team will review your case within 5 business days.

10.2 Chargeback Rights

You retain the right to initiate a chargeback through your credit card issuer or bank if you believe you have been wrongfully charged and we have failed to resolve the issue. However, we ask that you contact us first and give us a reasonable opportunity to correct the problem before filing a chargeback. Chargebacks filed without prior contact with our team may result in a delay in resolution.

10.3 FTC and Consumer Protection Resources

As a U.S.-based business, Pequod's Pizza operates in compliance with the Federal Trade Commission Act and applicable state consumer protection laws. If you believe your consumer rights have been violated and our internal processes have not resolved your concern, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Consumer Protection Division
• The Better Business Bureau (BBB): www.bbb.org

11. Special Circumstances

For orders placed directly on pizza-pequods.top, this Refund Policy applies in full.

12. Amendments to This Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at pizza-pequods.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please contact our customer support team using the information below: