Refund Policy

At Pequod's Pizza, customer satisfaction is at the heart of everything we do. We take pride in delivering fresh, high-quality food and a great experience with every order. This Refund Policy explains your rights and our procedures when things don't go as expected. Please read this policy carefully before placing an order through pizza-pequods.digital.

By placing an order with Pequod's Pizza, you agree to the terms outlined in this Refund Policy. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

1. Our Commitment to You

Pequod's Pizza is committed to ensuring every customer receives their order accurately, on time, and prepared to our high standards. We understand that sometimes issues arise — an incorrect item, a missing topping, a delayed delivery, or a quality concern. When that happens, we want to make it right.

This policy applies to all orders placed through our website pizza-pequods.digital, by phone, or through any authorized ordering platform associated with Pequod's Pizza.

2. Eligibility 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.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food arrived in a condition that is clearly unsatisfactory — for example, items that are raw, burnt, spoiled, or otherwise unfit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delivery Delay: Your delivery was delayed by a substantial and unreasonable amount of time beyond the estimated delivery window, resulting in food that is no longer suitable to eat.
• Order Cancellation: You cancelled your order within the permitted cancellation window (see Section 8 below).
• Failed Delivery: Your order was never delivered and no resolution was provided by our team.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation (such as photos of the food or a description of the issue) before approving a refund.

3. Timeframes for Refund Requests

To ensure we can properly investigate your concern, refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or largely eaten before a complaint is raised.
• Requests based on personal taste preferences or change of mind after the order has been prepared or delivered.
• Orders where customization instructions provided by the customer resulted in the perceived issue (e.g., you requested extra spicy and found it too spicy).
• Delivery fees, where the food itself was delivered correctly and in satisfactory condition.
• Promotional, discounted, or complimentary items unless they were defective or missing.
• Delays caused by circumstances beyond our control, such as severe weather, traffic incidents, or third-party delivery platform failures.
• Orders placed through unauthorized third-party platforms not officially affiliated with Pequod's Pizza.
• Gift cards and store credit, which are non-refundable and non-transferable.

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

Follow these steps to submit a refund request with Pequod's Pizza:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us by email at [email protected] or by visiting pizza-pequods.digital and using our contact form.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of the order, and the email address or phone number used when placing the order.
3. Step 3 — Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — for example, which items were missing, what was incorrect, or what quality issue you observed.
4. Step 4 — Attach Supporting Evidence (if applicable): Where possible, attach photos or videos that demonstrate the issue. This is especially helpful for food quality complaints. Evidence significantly speeds up the review process.
5. Step 5 — Await Our Response: Our customer service team will review your request and respond within 1–3 business days. We may follow up with additional questions before making a final decision.
6. Step 6 — Receive Your Refund or Resolution: If your refund request is approved, we will process it according to the timelines outlined in Section 6 below. If a refund is not appropriate in your case, we may offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time the funds appear in your account may vary depending on your bank or payment provider. Pequod's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only certain items in your order were affected (e.g., one item was missing out of a larger order).
• The food was partially consumed before a quality issue was identified.
• A discount, coupon, or promotional code was applied to the original order — the refund will reflect the actual amount paid for the affected items.
• The issue reported was minor and did not significantly impact the overall order experience.
• A delivery fee was paid and the delivery was made but with a minor issue — the fee itself may not be refunded.

Pequod's Pizza will communicate clearly about the amount to be refunded and the reasoning behind any partial refund decision.

8. Cancellation Policy

Due to the nature of fresh food preparation, cancellations are subject to strict time limits:

To cancel an order:

• Contact us immediately by phone or email (see Section 10 for contact details).
• Provide your order number and the reason for cancellation.
• If the cancellation is approved, a full refund will be issued to your original payment method.

For orders placed through third-party delivery apps (such as DoorDash, Uber Eats, Grubhub, or similar platforms), the cancellation policy of that specific platform will apply. Please contact those platforms directly for cancellation assistance on orders made through their services.

9. Exchange Policy

In some cases, rather than issuing a monetary refund, Pequod's Pizza may offer to replace or re-make your order. An exchange or replacement may be offered when:

• An incorrect item was delivered and we are able to prepare and deliver the correct item within a reasonable timeframe.
• An item was missing from your order and can be delivered promptly.
• A food quality issue is reported and you prefer a fresh replacement over a refund.

Replacements are subject to availability and operational capacity at the time of your request. If a replacement is not feasible, a full or partial refund will be offered instead. Customers are not required to accept a replacement in lieu of a refund if they prefer a monetary resolution.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow this escalation process:

Step 1 — Internal Review

Contact our customer service team at [email protected] and request that your case be escalated to a senior member of our team. Please include your original refund request details and explain why you believe the initial decision was incorrect. We aim to respond to escalated complaints within 3–5 business days.

Step 2 — Good-Faith Negotiation

We are committed to resolving all disputes in good faith. A senior representative will personally review your case and work with you to find a fair and satisfactory resolution. We value your business and your experience matters to us.

Step 3 — Third-Party Mediation

If an internal resolution cannot be reached, either party may seek mediation through a neutral third-party mediator agreed upon by both parties. The cost of mediation will be shared equally unless otherwise determined by the mediator.

Step 4 — Consumer Protection Resources

Customers in the United States who believe their consumer rights have been violated may also contact:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints about unfair or deceptive business practices.
• Your State Attorney General's Office — for state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for mediation and business dispute resolution.

Step 5 — Chargeback Rights

You retain the right to dispute a charge with your credit card company or bank if you believe you have been charged incorrectly or fraudulently. We ask that customers attempt to resolve issues directly with us before initiating a chargeback, as this allows us to address concerns more efficiently and avoid unnecessary processing complications. However, we fully respect your rights under the Fair Credit Billing Act (FCBA) and applicable banking regulations.

11. Fraudulent Claims

Pequod's Pizza takes fraudulent or abusive refund claims seriously. Customers who repeatedly submit unfounded refund requests or attempt to exploit our refund process may have their ability to order from us restricted or terminated. Any suspected fraud may be reported to the relevant authorities in accordance with applicable United States law.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, or questions regarding this policy, please reach out to our customer support team using the contact details below. We are here to help and committed to resolving your concerns as quickly as possible.

This Refund Policy was last updated on April 25, 2026. All rights reserved — Pequod's Pizza.