Refund Policy

Effective Date: April 8, 2026  |  Last Updated: April 8, 2026

1. Overview

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

As a food service business operating in the United States, Punch Pizza is committed to complying with applicable federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. Where applicable, customers located in California have additional rights under the California Consumer Protection Act and related statutes.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions apply to your order:

• Your order was incorrect — the wrong items, toppings, or sizes were delivered or prepared.
• Your order arrived in an unsatisfactory condition — for example, severely overcooked, undercooked, or otherwise inedible food.
• Your order was never delivered despite confirmed dispatch from our location.
• You were charged incorrectly — duplicate charges, overcharges, or unauthorized transactions occurred on your payment method.
• A significant portion of your order was missing and was not subsequently corrected.
• The food caused a verifiable food safety concern, such as the presence of foreign objects, allergens not disclosed on our menu, or spoiled ingredients.

Refund requests that do not meet at least one of the conditions above may be reviewed on a case-by-case basis at the sole discretion of Punch Pizza management.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution, refund requests must be submitted within the timeframes listed below:

Requests submitted outside these timeframes may not be honored. We strongly recommend contacting us as soon as an issue is identified so that we can resolve the matter promptly and effectively.

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, the following items and circumstances are generally not eligible for refunds:

• Completed and consumed orders where no quality or accuracy issue has been reported at the time of consumption.
• Change of mind after an order has been confirmed and preparation has begun.
• Promotional or discounted items offered as part of a limited-time deal, unless the item itself is defective or incorrect.
• Gift cards and store credit are non-refundable and non-transferable once issued.
• Delivery fees charged by third-party delivery partners (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' individual refund policies.
• Custom or special orders prepared at the customer's specific request, unless the item does not match the confirmed specifications.
• Orders affected by customer-provided incorrect delivery information (wrong address, incorrect contact number, etc.).

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

Follow these steps to submit a refund request with Punch Pizza:

1. Step 1 — Contact Us Promptly:
   Reach out to our customer support team as soon as you identify the issue. You may contact us by email at [email protected] or by visiting our website at pizzapunchs.click.
2. Step 2 — Provide Your Order Details:
   Include your full name, order number or confirmation code, the date and time of the order, the delivery or pickup method used, and the email address or phone number associated with the order.
3. Step 3 — Describe the Issue Clearly:
   Provide a detailed description of the problem you experienced. Be as specific as possible — what was wrong, which items were affected, and how the issue impacted your order.
4. Step 4 — Submit Supporting Evidence (If Applicable):
   If you are reporting a food quality issue, incorrect order, or food safety concern, please attach photographs or videos clearly showing the problem. Evidence significantly helps us process your request faster.
5. Step 5 — Await Review:
   Our customer service team will review your request within 2–3 business days. We may contact you for additional information or clarification during this period.
6. Step 6 — Receive Our Decision:
   Once a decision has been made, we will notify you via email. If your refund is approved, we will initiate the process immediately in accordance with the payment method timelines described below.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual appearance of funds in your account is subject to your bank or payment provider's processing schedule, which is beyond our control.

7. Partial Refunds

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

• Only one or a few items in a larger order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• A food quality issue affected only part of the meal — for example, one pizza in a two-pizza order was prepared incorrectly.
• A customer consumed a significant portion of the order before reporting a quality concern.
• A discount or promotional code was applied to the original order, and the refund reflects only the actual amount paid for the affected item.
• A delivery issue resulted in a delay rather than complete non-delivery, and the food was still received in an edible condition.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order amount, minus any applicable discounts already applied.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Punch Pizza may offer to remake your order or provide a replacement item. This is often the fastest way to resolve a complaint, especially for in-store or same-day delivery orders.

Exchanges or order remakes are available under the following conditions:

• The issue is reported within 1 hour of receiving the original order.
• The original item has not been fully consumed.
• The issue is due to an error on our part (wrong toppings, wrong size, wrong crust type, etc.).

If a remake or exchange is offered and accepted, it satisfies the refund claim for that order. Customers who accept an exchange are not entitled to an additional monetary refund for the same order, unless the replacement order also contains an error or quality issue.

9. Cancellation Policy

We understand that plans change. However, because food preparation often begins immediately after an order is placed, our cancellation window is limited.

9.1 Online and Phone Orders

• Cancellations must be requested within 5 minutes of placing the order before preparation begins.
• Once food preparation has started, cancellations may not be accepted, and no refund will be issued.
• If your order has not yet entered preparation, we will cancel it and issue a full refund within the applicable processing timeframe.

9.2 Scheduled or Pre-Orders

• Scheduled orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made within less than 2 hours of the scheduled time will be reviewed on a case-by-case basis and may be subject to a partial charge.

9.3 Catering and Large Group Orders

• Cancellations for catering or large group orders (10+ items) must be submitted at least 24 hours in advance for a full refund.
• Cancellations made less than 24 hours before the scheduled order time may result in a cancellation fee of up to 50% of the total order value, due to advance ingredient preparation and staffing commitments.

10. Dispute Resolution Process

If you believe your refund request was not handled fairly or correctly, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

If you are dissatisfied with the initial response to your refund request, please reply to the communication you received from our team and request an escalation to a senior manager. All escalated disputes will be reviewed within 5 business days.

10.2 Chargeback Rights

Customers have the right to initiate a chargeback through their bank or credit card provider if they believe a charge was unauthorized or if a refund was unjustly denied. However, we encourage customers to exhaust our internal resolution process before initiating a chargeback, as this allows us to resolve the issue more efficiently and without additional processing delays.

10.3 Third-Party Mediation

For unresolved disputes, customers may seek assistance from the following external resources:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints related to deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org — for filing a formal business complaint.
• State Attorney General's Office: Customers may contact their respective state attorney general's consumer protection division.
• California Residents: May additionally file complaints through the California Department of Consumer Affairs in accordance with applicable state laws.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which the transaction occurred. Any legal proceedings shall be conducted in the appropriate jurisdiction under applicable law.

11. Special Circumstances

Punch Pizza recognizes that certain situations fall outside standard policy parameters. In the event of extraordinary circumstances — such as severe weather conditions, natural disasters, service disruptions, or public health emergencies — refund and cancellation procedures may be temporarily modified. Customers will be notified of any such changes via our website at pizzapunchs.click.

12. Allergen Disclaimer

Customers with food allergies are strongly encouraged to notify us of any dietary restrictions at the time of ordering. While we make every effort to accommodate allergen requests and prevent cross-contamination, our kitchen handles common allergens including gluten, dairy, eggs, tree nuts, and soy. If an allergen-related issue arises due to a failure on our part to honor a documented allergen request, a full refund or replacement will be offered.

13. Amendments to This Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzapunchs.click with a revised effective date. Continued use of our services after any updates constitutes your acceptance of the revised policy. We encourage customers to review this page periodically.

14. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or quality concerns, please reach out to our customer support team using the contact details below. We are committed to responding to all refund-related communications within 2 business days.