Refund Policy

At Punch Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can sometimes arise with orders, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order.

1. General Overview

This Refund Policy applies to all orders placed through our website at pizzpunch.rest, by phone, or through any authorized third-party delivery platform affiliated with Punch Pizza. By placing an order with us, you agree to the terms outlined in this policy.

Because our products are freshly prepared food items, refund eligibility is subject to specific conditions described in detail below. We evaluate each request on a case-by-case basis and strive to resolve all concerns fairly and promptly.

2. Eligibility Conditions for Refunds

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

• Your order was never delivered and no delivery attempt was made.
• You received the wrong items that do not match what you ordered.
• Your food arrived in a condition that makes it unsafe or unfit to eat (e.g., spoiled, contaminated, or severely damaged during handling).
• A significant portion of your order was missing upon delivery.
• You were charged more than the listed price for your order due to a technical or billing error.
• Your order was confirmed but could not be fulfilled by our kitchen due to ingredient unavailability or operational issues, and you were not notified in advance.

Refund requests that do not meet at least one of the above criteria may be declined. We reserve the right to request photographic evidence or other documentation to support your claim.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

4. Timeframes for Refund Requests

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

Requests submitted outside of these windows will be reviewed at our sole discretion. We strongly recommend contacting us as soon as you identify any issue with your order so we can assist you in the most effective way possible.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Order Information
   Locate your order confirmation email or receipt. Note down your order number, the date and time of your order, and the items you purchased.
2. Step 2 — Document the Issue
   If applicable, take clear photographs of the incorrect, missing, or damaged items. This documentation significantly speeds up the review process and strengthens your claim.
3. Step 3 — Contact Us
   Reach out to our customer support team via email at [email protected] or visit our website at pizzpunch.rest. In your message, include:
   • Your full name
   • Order number
   • Date and time of order
   • Description of the issue
   • Any supporting photos or screenshots
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation
   Our team will send you an acknowledgment of your request within 1 business day. We may follow up with additional questions if further clarification is needed.
5. Step 5 — Resolution
   Once we have reviewed your request and all supporting information, we will notify you of our decision within 3–5 business days. If your refund is approved, we will process it using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

If your refund is approved, the time it takes to receive the funds will depend on your original payment method:

Please note that processing times are estimates and may vary depending on your financial institution. Punch Pizza is not responsible for delays caused by banks or payment processors once the refund has been issued on our end.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only some items in a larger order.
• You received your order late but still accepted and consumed the food.
• An agreed-upon discount was not properly applied at checkout, and only the difference is owed.
• Partial consumption of a disputed item has occurred.

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order cost, including applicable taxes and fees. We will communicate the partial refund amount to you before processing and offer you the opportunity to accept or dispute our determination.

8. Exchange Policy

Because our products are freshly prepared food items, traditional item exchanges (returning one item and receiving another at a later time) are generally not feasible. However, we offer the following alternatives:

• Replacement Order: If you received the wrong item or a defective product, we will prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund, you may choose to receive a 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.
• Order Correction: For in-store or counter pickup orders, we may correct the order on the spot during the same visit, provided the issue is identified at the time of pickup before leaving our premises.

All replacement requests are subject to the same eligibility conditions outlined in Section 2 of this policy. We reserve the right to limit the number of replacement orders per customer to prevent fraudulent claims.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because food preparation begins quickly after an order is placed, the following rules apply:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided kitchen preparation has not yet started.
• Cancellation between 5–15 minutes after placing the order: Partial refund may be issued depending on how far along preparation has progressed. A cancellation fee of up to 50% of the order value may apply.
• Cancellation after 15 minutes: No refund will be issued, as the food is likely fully prepared or already out for delivery.

9.2 Scheduled/Pre-Orders

For orders placed in advance for a future date or time, cancellations must be made at least 2 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made within 2 hours of the scheduled time will be treated on a case-by-case basis.

9.3 Catering or Group Orders

For large catering or group orders, cancellation must be made at least 24 hours in advance to receive a full refund. Cancellations made within 24 hours of the event or scheduled time may result in a cancellation fee of up to 75% of the total order value to cover preparation and ingredient costs.

To cancel an order, please contact us immediately at [email protected] with your order number and cancellation request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your case has not been handled fairly, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. To do so, reply to our resolution email with the subject line "Escalation Request — [Your Order Number]" and provide a clear explanation of why you believe the original decision was incorrect. We will review escalated cases within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit or debit card issuer if you believe a transaction was unauthorized or if a merchant has failed to provide the goods or services paid for. This right is protected under the Fair Credit Billing Act (FCBA) for credit cards and Regulation E for debit card transactions. We encourage you to first attempt to resolve your issue directly with us before initiating a chargeback, as we are committed to reaching a fair resolution.

10.3 FTC Consumer Protection

If you believe our business practices are unfair or deceptive, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. Consumer protection in the United States is governed in part by the FTC Act, which prohibits unfair or deceptive acts in commerce.

10.4 State Consumer Protection

Depending on your state of residence, additional consumer protection laws may apply. Many U.S. states have their own consumer protection agencies and statutes that provide additional rights. We encourage you to consult with a local consumer protection office if you feel your rights have been violated.

11. Fraudulent or Abusive Claims

12. Policy for Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request must be submitted directly to that platform in accordance with their own refund and dispute policies. Punch Pizza does not have the ability to issue refunds for orders processed and fulfilled through third-party platforms. Please contact the relevant platform's customer support for assistance with such orders.

13. Changes to This Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, cancellations, order issues, or policy inquiries, please contact us using the details below:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1 business day. For urgent matters related to food safety or health concerns, please contact us immediately and, if necessary, reach out to your local health department.