Refund Policy

Effective Date: May 7, 2026 | Last Updated: May 7, 2026

1. Introduction

At Punch Pizza, we are deeply committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that issues can occasionally arise, and we want to make the process of addressing concerns as straightforward and transparent as possible.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the procedures for submitting a refund request, and the timeframes within which you can expect resolution. This policy is governed by applicable United States consumer protection laws, including relevant provisions under the Federal Trade Commission (FTC) Act.

If you have any questions about this policy, please do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

Punch Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, contained foreign objects, or was otherwise unfit for consumption.
• Allergy or Dietary Concerns: Your order contained an ingredient that you specifically requested be omitted due to dietary restrictions or allergies, and this request was confirmed at the time of ordering.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unsatisfactory in quality.
• Damaged Packaging: Your order arrived with packaging so severely damaged that the food inside was compromised.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

All refund requests are subject to review and verification by our customer support team. Punch Pizza reserves the right to decline any refund request that does not meet the eligibility criteria outlined above.

3. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued if you simply changed your mind after placing an order, as food preparation begins immediately upon order confirmation.
• Consumed or Partially Consumed Items: Items that have been largely or fully consumed are not eligible for a refund unless a specific quality issue can be clearly demonstrated.
• Customization Errors by the Customer: If you made a mistake in your order customization (e.g., selected the wrong size or toppings) and the order was correctly prepared according to what was submitted, a refund will not be issued.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted rate may not be eligible for full refunds.
• Gift Cards and Store Credit: Gift cards and any store credit issued by Punch Pizza are non-refundable and non-exchangeable for cash.
• Catering Deposits: Deposits made for catering orders or large group orders are non-refundable once the preparation process has begun.
• Delivery Fees: Delivery and service fees are generally non-refundable unless the issue was caused entirely by our error (e.g., failure to deliver).
• Orders Placed Through Third-Party Platforms: Orders placed via third-party delivery apps (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' respective refund policies. Punch Pizza cannot process refunds for orders placed through third-party services.

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

If you believe your order qualifies for a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready: your order number or confirmation email, the date and time of your order, a description of the issue, and any supporting photos if applicable (especially for food quality or packaging complaints).
2. Step 2 – Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit our website at food-punchpizza.rest. Include all relevant information from Step 1 in your message.
3. Step 3 – Await Confirmation: Our customer support team will send you a confirmation email acknowledging receipt of your refund request within 1–2 business days.
4. Step 4 – Review and Investigation: Our team will review your request, verify the details against your order record, and may contact you for additional information or clarification if needed. This process typically takes 2–5 business days.
5. Step 5 – Refund Decision: You will receive a written notification via email informing you whether your refund request has been approved, partially approved, or denied, along with a clear explanation of the decision.
6. Step 6 – Refund Issued: If approved, the refund will be processed according to the timelines listed in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while Punch Pizza will process refunds within the above timeframes, your financial institution may take additional time to reflect the credit in your account. We have no control over your bank's or payment provider's internal processing schedules.

7. Partial Refunds

In some situations, Punch Pizza may issue a partial refund rather than a full refund. Partial refunds may apply in the following scenarios:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in good condition.
• You received an item that was partially prepared incorrectly (e.g., one topping was incorrect on a pizza, but the rest of the order was accurate).
• A delivery delay affected only part of your order or had a minimal impact on the overall quality of the food.
• A promotional discount was applied to the original order, in which case the refund amount will be calculated based on the discounted price paid rather than the full retail price.

The amount of any partial refund will be determined at the sole discretion of Punch Pizza's customer support team based on the specific circumstances of each case. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, Punch Pizza does not offer direct item-for-item exchanges in the traditional retail sense. However, we are committed to making things right when an error occurs.

If your order was incorrect or contained an item that did not meet our quality standards, we may offer one of the following remedies at our discretion:

• Replacement Order: In cases where an incorrect or unsatisfactory item is reported promptly (within the applicable timeframe), we may offer to prepare and deliver a replacement item at no additional charge, subject to operational availability.
• Store Credit: As an alternative to a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order at Punch Pizza.
• Monetary Refund: As described in the preceding sections, a full or partial monetary refund may be issued to your original payment method.

The choice of remedy will be discussed with you during the refund review process, and we will always aim to find the solution that best addresses your concern.

9. Cancellation Policy

Because Punch Pizza begins preparing your order almost immediately after it is placed, our ability to accommodate cancellations is limited. Please review the following cancellation guidelines:

9.1 Online and App Orders

Online and app-based orders may be cancelled within 5 minutes of placement, provided that preparation has not yet commenced. To cancel, please contact us immediately via email at [email protected]. After this window, cancellations cannot be guaranteed and refunds will be subject to the general eligibility conditions outlined in Section 2.

9.2 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to the kitchen. If you change your mind before your order has been entered into the system, please notify a staff member immediately.

9.3 Catering and Large Group Orders

Catering orders or large group orders require advance notice for cancellation. The following cancellation terms apply:

• More than 72 hours before the scheduled order time: Full refund of any deposit or prepayment (excluding non-refundable booking fees).
• Between 24 and 72 hours before the scheduled order time: 50% refund of the total prepaid amount.
• Less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and staff resources will have already been allocated.

10. Dispute Resolution Process

Punch Pizza is committed to resolving all customer concerns fairly, promptly, and professionally. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you disagree with a refund decision made by our customer support team, you may request that your case be escalated to a senior manager. To initiate an escalation, please reply to your refund decision email with the subject line "Escalation Request – [Your Order Number]" and provide a detailed explanation of why you believe the original decision was incorrect. A senior team member will review your case and respond within 5 business days.

10.2 Informal Resolution

We encourage all customers to attempt to resolve disputes directly with our team before pursuing external remedies. In many cases, direct communication leads to a swift and satisfactory resolution for both parties.

10.3 Consumer Protection Resources

If you feel that your concern has not been adequately addressed, you have the right to contact the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov – For complaints related to deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org – For business dispute mediation.
• Your State Attorney General's Office: Each US state has a consumer protection division that handles business complaints. Please visit your state's official government website for more information.

10.4 Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card issuer. Chargebacks initiated without prior communication with our team may result in the suspension of your account and may complicate or delay the resolution of your concern. Punch Pizza will cooperate fully with any chargeback investigations conducted by payment processors.

11. Changes to This Refund Policy

Punch Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at food-punchpizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following any updates constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you need to submit a refund request or have questions about this policy, please contact us through any of the following channels:

This Refund Policy was last reviewed and updated on May 7, 2026, and is effective as of the same date. It applies to all transactions made through Punch Pizza's website, mobile platform, and physical locations within the United States.