Refund Policy

Effective Date: May 14, 2026 | Last Updated: May 14, 2026

1. Introduction

This Refund Policy ("Policy") governs all refund, cancellation, and exchange requests made in connection with orders placed through punchpizza-food.rest or at our physical location. This Policy applies to all customers of Punch Pizza and is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

By placing an order with Punch Pizza — whether online, by phone, or in person — you agree to the terms outlined in this Refund Policy. We encourage all customers to review this Policy before completing a purchase.

2. Contact Information for Refund Requests

All refund-related inquiries should be directed to our customer support team using the following contact details:

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1–2 business days.

3. Eligibility Conditions for Refunds

We want every customer to enjoy a great experience with Punch Pizza. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong add-ons).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or provided was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions or Safety Concerns: If you received an item containing ingredients that were not listed or that conflicted with a clearly stated allergy request, we take this seriously and will review the situation on a case-by-case basis.
• Significant Delivery Delay: If your order was delivered more than 60 minutes beyond the estimated delivery time and you no longer wish to accept the order, you may be eligible for a full or partial refund.
• Order Not Received: If a delivery order was marked as delivered but was never received, you may request a refund after an investigation by our team.
• Duplicate Charges: If your payment method was charged more than once for the same order, you are entitled to a full refund of the duplicate amount.

4. Timeframes for Refund Requests

To ensure a timely and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We encourage customers to inspect their orders promptly upon receipt.

5. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Orders that have been fully consumed with no identifiable defect reported at the time of contact.
• Change of mind after the order has been prepared or delivered.
• Incorrect delivery address provided by the customer at the time of ordering.
• Promotions, discounts, coupons, or complimentary items issued as goodwill gestures — these hold no cash value.
• Delivery fees, where delivery was successfully completed in a reasonable timeframe.
• Tip amounts added voluntarily during checkout.
• Customization requests that were accurately fulfilled but disliked after receipt.
• Orders delayed due to extreme weather, traffic, or other circumstances beyond Punch Pizza's reasonable control (force majeure events).
• Refund requests submitted after the applicable deadline outlined in Section 4.

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

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

1. Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue with your order. You can email us at [email protected] or visit our website at punchpizza-food.rest.
2. Provide Your Order Details: Include the following information in your request:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Contact phone number or email used during checkout
   • Description of the issue
3. Submit Supporting Documentation (if applicable): Photographic evidence of incorrect, missing, or poor-quality items greatly assists our review process. Please attach clear photos to your email if relevant.
4. Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to resolve the matter.
5. Resolution Decision: After reviewing your case, we will notify you of our decision via email. If your refund is approved, you will be informed of the refund method and estimated processing time.

7. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for funds to appear in your account depends on your original payment method:

Please note that while we process refunds on our end promptly, banks and payment processors may have their own internal timelines that we cannot control. If you have not received your refund after the estimated period, we recommend contacting your bank or payment provider before reaching out to us.

8. Partial Refunds

In certain 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 or missing, and the rest was delivered as expected.
• An item was partially consumed before a quality issue was identified.
• A delivery was significantly delayed but still ultimately accepted and received by the customer.
• A discount or promotional pricing was already applied to part of the order.
• The nature of the complaint reflects a minor deviation from expectations rather than a fundamental failure in product quality or accuracy.

The amount of a partial refund will be determined by our customer support team based on the specifics of each case. We strive to be fair and reasonable in all partial refund determinations.

9. Exchange Policy

Because Punch Pizza serves freshly prepared food items, traditional product exchanges are handled differently than retail exchanges. Our exchange policy works as follows:

• Wrong Item Received: If you received an incorrect item that has not been consumed, contact us immediately. We will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, subject to availability and operating hours.
• In-Store Exchanges: If you are dining in or picking up an order and there is an immediate issue with your food upon receipt, please speak with a team member right away. We are happy to remake your order on the spot.
• Exchanges After Partial Consumption: We are unable to offer exchanges for items that have been partially or fully consumed, except in cases involving food safety concerns.
• Timing: Exchange requests for delivery orders must be made within 1 hour of delivery to allow us to fulfill a replacement in a reasonable timeframe.

In some cases, where an exchange is not logistically possible, we will issue a refund or store credit instead.

10. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

10.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund. Please contact us immediately at [email protected] or call our location directly.
• After Preparation Has Begun: Once your order has entered preparation, cancellations may not be accepted. If a cancellation is approved at this stage, a partial refund may be issued at our discretion, excluding the cost of ingredients and labor already expended.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. You may refuse the delivery, but refunds in such cases will be evaluated individually and may not be granted.

10.2 In-Store Orders

In-store orders, including dine-in orders, may be cancelled and refunded only before the food has begun preparation. Once cooking has commenced, cancellations for in-store orders will not be accommodated.

10.3 Pre-Orders and Catering Orders

For large group or catering orders placed in advance:

• Cancellations made 72 hours or more before the scheduled order time: Full refund.
• Cancellations made 24–72 hours before the scheduled order time: 50% refund.
• Cancellations made less than 24 hours before the scheduled order time: No refund, as ingredients and staffing resources will already have been committed.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Punch Pizza offers the following escalation and dispute resolution process:

Step 1: Internal Escalation

If your initial refund request is denied or only partially approved and you believe the decision is incorrect, you may request an escalation to a senior member of our customer service team. Please reply to our original correspondence and include the word "ESCALATION REQUEST" in your subject line. We will review your case again within 3 business days.

Step 2: Chargeback Through Your Bank

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card provider if you believe you were charged incorrectly or unfairly. This is a standard consumer protection right upheld under U.S. banking regulations. We encourage customers to attempt to resolve issues directly with us before initiating a chargeback, as this helps us serve you more quickly and efficiently.

Step 3: Consumer Protection Agencies

If your issue remains unresolved, you may contact the following agencies for guidance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for local consumer protection assistance.

Step 4: Informal Mediation

For disputes of a higher value or complexity, Punch Pizza is willing to engage in informal mediation with an independent third-party mediator agreed upon by both parties. Each party shall bear their own costs associated with mediation unless otherwise agreed in writing.

12. Fraudulent Refund Requests

Punch Pizza takes the integrity of our refund process seriously. Any customer found to be making fraudulent, false, or repeated bad-faith refund requests may be subject to the following actions:

• Denial of current and future refund requests.
• Suspension or termination of their account on our platform.
• Reporting to relevant authorities in cases of suspected fraud.

We appreciate the vast majority of our customers who interact with us honestly, and we implement these measures solely to protect the integrity of our service.

13. Changes to This Policy

Punch Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at punchpizza-food.rest. The "Last Updated" date at the top of this page will reflect when revisions were made. We encourage customers to review this Policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised Policy.

14. Contact Us

For any questions, concerns, or to submit a refund request, please do not hesitate to reach out to our customer support team:

We value your business and are committed to making every Punch Pizza experience a satisfying one. Thank you for being our customer.