Refund Policy

Effective Date: May 13, 2026 | Last Updated: May 13, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering fresh, high-quality food and an excellent customer experience. We understand that issues can occasionally arise with orders, and we want to make sure every customer is treated fairly. This Refund Policy explains your rights and our obligations when it comes to refunds, cancellations, exchanges, and dispute resolution for all transactions processed through our website, deweyspizza-food.digital.

Our policy is designed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, state-level consumer protection statutes. We encourage you to contact us promptly if you experience any problem with your order so we can resolve the matter quickly and efficiently.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received a different item or items than 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 received was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Significant Order Errors: Your order was substantially different from what was described on our menu (e.g., wrong toppings despite clear instructions, allergen concerns due to incorrect preparation).
• Order Not Delivered: You paid for delivery and your order was never received, and this was confirmed by our team.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Failed Transaction with Payment Deducted: Your payment was processed but no order was confirmed in our system.

Refunds will not be issued for dissatisfaction based solely on personal taste preferences, changes of mind after the order has been prepared, or issues caused by incorrect information provided by the customer at the time of ordering.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern properly. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside these timeframes may not be honored, as the perishable nature of food makes it difficult to verify claims after a significant period has elapsed. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Situations

The following situations and items are generally not eligible for a refund:

• Orders that have already been consumed or substantially consumed without a reported issue at the time of consumption.
• Customized or special orders that were prepared exactly as specified by the customer but were then disliked for personal taste reasons.
• Promotions, discounts, or complimentary items provided free of charge.
• Delivery fees, where the order itself was successfully delivered but a food quality complaint is raised for only a minor portion of the order.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Delays caused by factors outside our control, including but not limited to severe weather, traffic conditions, or third-party delivery platform outages.
• Refund requests made after the applicable reporting window has closed.
• Digital gift cards or credits once they have been redeemed.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the items in question.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items. Visual documentation significantly helps us process your request quickly.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizza-food.digital
4. Step 4 – Provide Details: In your message, include the following information:
   • Your full name
   • Order number
   • Date and time of the order
   • Description of the issue
   • Preferred resolution (full refund, partial refund, or replacement)
   • Any photographs or supporting documentation
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions to verify your claim.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate any applicable refund or replacement.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your payment method. Please note these are estimated timeframes and may vary based on your financial institution:

Dewey's Pizza initiates refunds on our end promptly upon approval. However, we do not control the processing speeds of third-party financial institutions or payment processors. If you have not received your refund within the stated timeframe, please first check with your bank or payment provider before contacting us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only some items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was correct and acceptable.
• An item was partially prepared incorrectly (e.g., one topping was missing from a pizza but the rest of the order was accurate).
• The order experienced a delay but was ultimately delivered, and the food quality was marginally affected as a result.
• The customer accepted a replacement for part of the order and is seeking reimbursement only for the unreplaced portion.

The amount of a partial refund will be calculated based on the price of the affected item(s) as listed on your order receipt. Delivery fees and applicable taxes will be prorated accordingly where relevant.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional exchanges (returning a product and receiving a new one) are handled differently than in typical retail settings. Our exchange options are as follows:

• Order Replacement: If your order was incorrect or a significant quality issue is confirmed, we may offer to prepare and deliver or make available for pickup a replacement item at no additional charge. This option is subject to availability and operational hours.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent value that can be applied to a future order. Store credits are valid for 90 days from the date of issuance.
• Upgrade or Substitute: In some cases, we may offer a comparable substitute item if the original item is no longer available at the time of the replacement request.

Exchanges or replacements are offered at the sole discretion of Dewey's Pizza management and are contingent upon proper verification of the reported issue.

9. Cancellation Policy

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

9.1 Cancellations Before Order Preparation

If you wish to cancel your order, please contact us immediately after placing it. Orders that have not yet entered the preparation stage may be cancelled with a full refund. Given the speed at which our kitchen begins processing orders, the window for cancellation is typically within 5 minutes of order placement.

9.2 Cancellations During Preparation

Once your order has entered the preparation phase, cancellation may not be possible. In such cases, a refund will not be issued unless there is a documented error on our part or an exceptional circumstance approved by our management team.

9.3 Cancellations for Delivery Orders

For delivery orders, cancellation must occur before the order has been dispatched for delivery. Once a driver has picked up your order, cancellation will not be accepted and no refund will be provided for the food items. Delivery fees are non-refundable once the delivery has been dispatched.

9.4 Cancellations Due to Our Error

If Dewey's Pizza cancels your order due to ingredient unavailability, operational issues, or any other reason on our end, you will receive a full refund of the amount paid, including delivery fees if applicable. We will notify you as soon as possible in such circumstances.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund request, please follow the steps below:

10.1 Internal Review

Contact our customer support team at [email protected] and request an escalation of your case. Clearly state that you are dissatisfied with the initial resolution and provide any additional documentation or information that supports your claim. A senior member of our team will review the matter and respond within 3–5 business days.

10.2 Chargeback Rights

If you paid by credit card or debit card and are unable to resolve your dispute through our internal process, you have the right to initiate a chargeback through your bank or card issuer. Under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), consumers in the United States have legal protections regarding unauthorized or erroneous charges. We encourage you to attempt resolution with us directly before pursuing a chargeback, as it allows us to address the issue more swiftly.

10.3 FTC and State Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General consumer protection office. Dewey's Pizza fully complies with all applicable federal and state consumer protection regulations in the United States.

10.4 Informal Resolution

Before pursuing formal legal remedies, both parties agree to make a good-faith effort to resolve any dispute informally. Please allow us the opportunity to address your concern directly, as we are committed to customer satisfaction and fair resolution of all issues.

11. Special Circumstances

Dewey's Pizza reserves the right to make exceptions to this policy at our discretion in cases of extraordinary circumstances, including but not limited to natural disasters, public health emergencies, or significant service disruptions affecting our operations or third-party delivery platforms. In such cases, we will communicate any changes to our standard refund procedures through our website at deweyspizza-food.digital.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below. Our customer support team is here to help and will respond as promptly as possible during regular business hours.