Refund Policy

Last Updated: April 15, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website at punchs-pizz.click, by phone, or in person at Punch Pizza. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing any purchase.

We are committed to resolving any issues promptly and fairly. Our goal is to ensure that every customer receives fresh, correctly prepared food that meets their expectations. If something goes wrong, we want to know about it and we want to fix it.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — meaning items were missing or the wrong items were delivered.
• Your food arrived in an unsatisfactory condition — for example, it was cold upon delivery despite being ordered hot, damaged, or otherwise unusable.
• You received a product that contains an allergen not disclosed on the menu or in your order confirmation, which you clearly requested to be excluded.
• Your order was never delivered and cannot be confirmed as received through delivery tracking or driver confirmation.
• You were charged more than once for the same transaction due to a technical or payment processing error.
• An item you ordered was unavailable and a substitution was made without your prior consent.

To be eligible for a refund, your complaint must meet the following general requirements:

• The refund request must be submitted within the timeframe described in Section 3 of this policy.
• You must be able to provide your order number, contact details, and a brief description of the issue.
• Where applicable, photographic evidence of the issue may be requested to support your claim.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within specific timeframes:

Requests submitted outside these timeframes may not be honored. We recommend contacting us as soon as you identify an issue with your order. The sooner we hear from you, the faster we can resolve the problem.

4. Non-Refundable Items and Situations

Not all purchases are eligible for a refund. The following are generally non-refundable:

• Orders that have been fully consumed — if most or all of the food has been eaten, we are unable to assess the quality complaint or issue a refund.
• Customized orders — items prepared according to specific customer requests or special customizations that were correctly fulfilled as specified are non-refundable if the customer simply changes their mind.
• Delivery fees — delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Promotional or discounted items — items purchased using special discount codes, promotional offers, or bundle deals are not eligible for refunds unless the issue falls under eligibility conditions in Section 2.
• Gift cards and store credits — gift card purchases are final and non-refundable but may be used toward future orders.
• Third-party platform orders — orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' individual refund policies. We encourage you to contact the respective platform directly for such orders.

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 email or receipt. Note your order number, the date and time of your order, the items in question, and a description of the problem you experienced.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food or packaging that demonstrates the problem. This helps us investigate your complaint quickly and accurately.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the contact methods listed below. Provide all relevant information including your order number, the issue description, and any supporting photos.
4. Step 4 — Wait for Confirmation: Our team will review your request and respond within 1–2 business days. We may follow up with additional questions if needed.
5. Step 5 — Resolution: If your refund is approved, we will process it using your original payment method or offer an alternative resolution such as a store credit or replacement order, depending on the nature of the complaint.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to post the credit to your account. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the rest of the order was delivered correctly and in good condition.
• An item was slightly different from what was ordered but was still reasonably similar and usable.
• A minor error occurred (e.g., a topping was missing from a pizza) that does not justify a full refund of the entire order value.
• The food quality complaint relates to only one item in a multi-item order.

The amount of a partial refund will be calculated based on the value of the specific items affected, minus any portion that was received correctly. Our customer support team will communicate the proposed partial refund amount before processing it. If you do not agree with the partial refund amount, you may escalate the matter as described in Section 10.

8. Exchange Policy

In lieu of a monetary refund, Punch Pizza may offer to replace an incorrect or unsatisfactory item with the correct item at no additional charge. Exchanges are available under the following conditions:

• The replacement item can be prepared and delivered or made available for pickup within a reasonable timeframe.
• You are still at the delivery location or are willing to return to the store for a pickup replacement.
• The original item is returned or otherwise confirmed as unsatisfactory (e.g., via photographic evidence).

If an exchange is not possible due to operational constraints, we will issue a refund or store credit instead. We always aim to offer the most practical solution for our customers.

9. Cancellation Policy

Because food orders are prepared promptly upon confirmation, our cancellation window is limited. Please review the following cancellation terms carefully:

9.1 Cancellations Before Preparation Begins

If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparing it, you will receive a full refund to your original payment method. To cancel, contact us immediately by phone or through our website.

9.2 Cancellations After Preparation Has Begun

Once food preparation has begun, we are generally unable to cancel the order and issue a full refund. However, we will evaluate each situation on a case-by-case basis. If a cancellation is necessary at this stage, we may offer store credit as a goodwill gesture.

9.3 Cancellations After Dispatch (Delivery Orders)

Orders that have already been dispatched with a delivery driver cannot be cancelled. If you are unavailable at the delivery address and the order cannot be completed, this may be treated as an unsuccessful delivery and no refund will be issued.

9.4 Restaurant-Initiated Cancellations

In the event that Punch Pizza must cancel your order due to circumstances such as ingredient unavailability, technical issues, or unforeseen closures, you will receive a full refund within the standard processing timeframe for your payment method.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, or if you believe your refund request was unjustly denied, you may escalate your complaint through the following process:

1. Internal Escalation: Submit a written escalation request to [email protected] with the subject line "Refund Escalation – [Your Order Number]." Include a full description of your original complaint, the response you received, and why you believe the resolution was unsatisfactory. A senior team member will review your case within 3–5 business days.
2. Chargeback via Your Bank: If you paid by credit or debit card and believe you have a valid claim that we have not resolved, you have the right to dispute the charge with your bank or card issuer. Under the Fair Credit Billing Act (FCBA) and applicable bank policies, consumers in the United States are protected against billing errors and undelivered goods.
3. Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office. These agencies can provide guidance and, in some cases, assist with dispute resolution.
4. Small Claims Court: If your dispute involves a significant amount and all other options have been exhausted, you retain the right to pursue the matter in small claims court in the jurisdiction applicable to your location within the United States.

We strongly encourage customers to attempt to resolve disputes directly with us before seeking external remedies. We are committed to fair and transparent resolution of all complaints.

11. Consumer Rights Under United States Law

Customers in the United States are protected by a range of federal and state consumer protection laws. Relevant protections include:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive acts or practices in commerce. We are committed to transparent pricing, accurate menu descriptions, and honest business practices.
• Fair Credit Billing Act (FCBA): Provides protection for consumers against billing errors and unauthorized charges on credit accounts.
• State Consumer Protection Laws: Many states have additional consumer protection statutes that may apply to your situation. We encourage you to familiarize yourself with the laws of your state.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law.

12. Policy Updates

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 punchs-pizz.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions about this policy, or any other customer service matter, please contact us using the information below. Our customer support team is available to assist you and will do our best to respond promptly.