Refund Policy

Effective Date: March 28, 2026 | Last Updated: March 28, 2026

1. Introduction

At Pequod's Pizza, customer satisfaction is our highest priority. We take great pride in delivering fresh, high-quality food prepared with care and attention. We understand, however, that there may be occasions where an order does not meet your expectations or circumstances arise that require a refund or cancellation.

This Refund Policy explains your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution for all orders placed through our website at pequodspizza.top or any affiliated ordering channels. This policy applies to all customers in the United States and is governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

We encourage you to contact us promptly if you experience any issue with your order. Our team is committed to resolving problems quickly, fairly, and professionally.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong crust, or wrong menu items).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unsafe for consumption.
• Damaged Order: The food was significantly damaged during delivery in a way that renders it inedible or substantially different from what was ordered.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Failed Delivery: Your delivery order was confirmed but never arrived, and no reasonable attempt to contact you was made.
• Unauthorized Transaction: A charge was made to your account without your authorization (subject to verification).

Refunds are evaluated on a case-by-case basis. Pequod's Pizza reserves the right to request photographic or written evidence of the issue before processing a refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer provided an incorrect delivery address.
• Orders that were successfully delivered and match what was ordered, but the customer has simply changed their mind.
• Food items that have been more than 50% consumed prior to a complaint being raised (except in cases of food safety concerns).
• Dissatisfaction with taste or flavor preferences that were accurately described on the menu.
• Promotional, discounted, or free items included as part of a special offer.
• Delivery fees, service fees, or tips paid to third-party delivery platforms, unless the order was never delivered.
• Orders placed more than 24 hours prior to the refund request, unless the issue involves a food safety concern or a billing error.
• Customization errors where the customer selected incorrect options during the ordering process.

4. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequodspizza.top
3. Step 3 – Submit Your Request: Provide all relevant information clearly and concisely. Include your order number, the nature of the issue, and any supporting evidence such as photos or screenshots.
4. Step 4 – Await Confirmation: You will receive an acknowledgment of your refund request within 1 business day. Our team will review your claim and may follow up for additional information if needed.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund or alternative resolution within the applicable processing timeframe.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account may depend on your bank or payment provider's policies, which are outside of our control. If you do not see your refund within the stated timeframe, we recommend contacting your financial institution before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. This may occur when:

• Only specific items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• The food quality issue affected only part of the order.
• The customer consumed a significant portion of the order before identifying the issue.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid.
• The order was partially correct, and a replacement or correction was already provided for part of the order.

The amount of any partial refund will be determined at the sole discretion of Pequod's Pizza management based on the evidence provided and the specific circumstances of the complaint.

8. Exchange Policy

In lieu of a monetary refund, Pequod's Pizza may offer an exchange or replacement for eligible orders. Exchanges are subject to the following conditions:

• The exchange must be requested within 2 hours of the original delivery or pickup time.
• Replacement items will be prepared fresh and delivered or made available for pickup at the original location.
• Exchanges are only available for the same or equivalent menu items. Upgrades or substitutions of greater value may require an additional charge.
• If a replacement is not possible (e.g., due to store hours, ingredient availability, or delivery constraints), a full or partial monetary refund will be issued instead.
• Store credit may be offered as an alternative to a monetary refund, at the customer's discretion.

We encourage customers who would prefer a replacement to their meal over a monetary refund to indicate this preference when contacting our support team, as this is often the fastest way to resolve the issue.

9. Cancellation Policy

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

9.1 Online Orders

• Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• To cancel an order, please contact us immediately via email at [email protected] or call the store directly.
• If the order has already entered preparation, cancellation may not be possible, and a full refund cannot be guaranteed.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders for future dates may be cancelled up to 24 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made within 24 hours of the scheduled time but more than 2 hours before may be eligible for a partial refund or store credit.
• Cancellations made within 2 hours of the scheduled delivery or pickup time are generally non-refundable, as ingredients and preparation time have already been committed.

9.3 Large or Catering Orders

• Large group orders or catering requests require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations with less than 48 hours' notice may forfeit up to 50% of the total order value as a preparation and ingredient fee.
• Cancellations within 12 hours of the scheduled service time may result in no refund being issued.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pequod's Pizza is committed to working with you to find a fair resolution. Please follow these steps for escalating a dispute:

1. Step 1 – Internal Review: Contact our customer support team at [email protected] to request a formal review of your case. Please provide your original refund request reference number and any additional documentation you believe supports your claim.
2. Step 2 – Management Escalation: If the initial review does not result in a satisfactory resolution, you may request that your case be escalated to a senior manager. We aim to respond to escalated cases within 3 business days.
3. Step 3 – Mediation: If an internal resolution cannot be reached, both parties may agree to enter into voluntary mediation with a neutral third party. The cost of mediation shall be shared equally between Pequod's Pizza and the customer unless otherwise agreed.
4. Step 4 – Chargeback (Credit Card Disputes): As a customer, you have the right to dispute a charge with your credit card issuer or bank. However, we strongly encourage you to attempt to resolve the matter directly with us before initiating a chargeback, as this allows for a faster and more efficient resolution. Chargebacks are governed by the policies of your financial institution and applicable federal regulations under the Fair Credit Billing Act (FCBA).
5. Step 5 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

11. Food Safety Concerns

If you believe you have experienced a food safety issue related to a product from Pequod's Pizza — such as a foreign object in your food, suspected food poisoning, or an allergic reaction — please take the following steps immediately:

• Seek appropriate medical attention if necessary.
• Preserve the food and packaging if possible, as these may be required for investigation.
• Contact us immediately at [email protected] with a detailed description of the issue.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Food safety complaints are treated with the utmost seriousness and are investigated as a top priority, separate from standard refund procedures.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pequodspizza.top with a revised effective date. We encourage customers to review this policy periodically. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

Significant changes that may affect your rights as a consumer will be communicated through a prominent notice on our website or via email, where possible.

13. Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state laws. Consumer protection rights under the Federal Trade Commission (FTC) Act apply to all transactions. Pequod's Pizza complies with all applicable federal and state regulations governing food service businesses and consumer transactions.

14. Contact Information

For all refund requests, questions about this policy, or customer support inquiries, please contact us using the information below:

This Refund Policy was last updated on March 28, 2026, and is effective as of that date. Thank you for choosing Pequod's Pizza. We value your business and are committed to ensuring your complete satisfaction.