Refund Policy

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

1. Introduction

This Refund Policy governs all purchases made through our website pizzas-deweys.click, by phone, or in person at Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. This policy is designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

We understand that issues can arise with food orders — wrong items, quality concerns, or delivery problems. Our goal is to resolve every issue quickly and to your satisfaction. This document explains exactly how we handle those situations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not prepared to a satisfactory standard.
• Food Safety Concerns: The food contained a foreign object, caused a documented allergic reaction due to our error, or presented an identifiable food safety risk.
• Late Delivery: Your order arrived significantly later than the estimated delivery time quoted at checkout, rendering the food unacceptable for consumption.
• Order Not Received: Your delivery order was never received and cannot be located by our delivery team.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

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

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or dispatched.
• Consumed Orders: Orders that have been substantially consumed (more than 50% eaten) are not eligible for a full refund, though a partial refund or store credit may be considered.
• Correctly Prepared Orders: If your order was prepared exactly as specified and meets our quality standards, a refund will not be issued based on personal taste preferences.
• Customization Errors by the Customer: If you made an error during the ordering process (e.g., selected the wrong size, forgot to remove an ingredient), we are not liable for a full refund, though we will make every effort to accommodate you.
• Delivery Delays Due to Third Parties: Delays caused by factors beyond our control, such as traffic, weather conditions, or third-party delivery service issues, do not automatically qualify for a refund.
• Promotions and Discounted Orders: Items purchased with promotional discounts, coupons, or special deals may be subject to different refund conditions as specified at the time of purchase.
• Donation Amounts: Any optional donations or tips added to your order are non-refundable.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via:
   • Email: [email protected]
   • Website: pizzas-deweys.click
2. Step 2 — Provide Your Order Details: Have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Contact email or phone number used during checkout
   • Payment method used
3. Step 3 — Describe the Issue: Clearly explain the problem with your order. Be as specific as possible — for example, describe which item was incorrect, what was missing, or what quality issue you experienced.
4. Step 4 — Submit Supporting Evidence (If Required): For quality complaints or food safety issues, we may request that you submit photos of the food or packaging. Please take photos before discarding any items.
5. Step 5 — Await Our Response: Our team will review your request and respond within 1–2 business days. We may ask follow-up questions to better understand the issue.
6. Step 6 — Refund Confirmation: Once your refund is approved, you will receive a confirmation email detailing the refund amount and the expected processing time.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution controls when the credit appears in your account. We are not responsible for delays caused by your financial institution.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only some items in your order were incorrect or missing.
• The food quality issue affected only part of the order.
• The order was substantially consumed before the issue was reported.
• A promotional discount was applied to the original order.
• A delivery fee or service fee is non-refundable as part of a partial resolution.

The amount of a partial refund will be determined based on the value of the affected items and the circumstances of the claim. We will always communicate the proposed partial refund amount to you before processing it, and we will seek your agreement where reasonably possible.

8. Exchange Policy

Where possible and practical, Dewey's Pizza prefers to offer a replacement or exchange rather than a monetary refund. This allows us to make it right as quickly as possible.

Exchanges are available under the following conditions:

• The original issue is reported within 1 hour of receiving your order.
• The replacement can be prepared and delivered or made available for pickup within a reasonable time.
• The item in question is currently available on our menu.

If an exchange is not feasible — due to time constraints, distance, or item unavailability — we will offer either a monetary refund or store credit as an alternative.

Store Credit: In lieu of a cash refund, we may offer Dewey's Pizza store credit of equal or greater value, which can be applied to any future order. Store credit does not expire and has no minimum order requirement.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed in order to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Standard Orders (Delivery and Pickup)

You may cancel a standard order for a full refund within 5 minutes of placing it, provided preparation has not yet begun. After this window, cancellations are generally not possible, as the order will already be in preparation.

9.2 Pre-Orders and Catering Orders

Pre-orders and catering orders require more preparation and planning. The following cancellation terms apply:

9.3 Cancellations Due to Our Error

If Dewey's Pizza cancels your order for any reason — such as ingredient unavailability, technical issues, or capacity constraints — you will receive a full refund within the applicable processing timeframe for your payment method, with no deductions.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, please follow this escalation process:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request that the matter be escalated to a senior member of our customer service team. Please include the reference number from your original request and clearly explain why you are dissatisfied with the initial resolution. We will respond to escalated disputes within 3 business days.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you have the right to dispute a charge with your credit card issuer if you believe a charge is unauthorized or incorrect. We encourage you to contact us first, as most issues can be resolved faster through our internal process. However, we fully respect your right to pursue a chargeback through your financial institution.

10.3 FTC and Consumer Protection Resources

As a U.S.-based business, Dewey's Pizza operates in compliance with the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General office or state consumer protection agency.

10.4 Informal Mediation

Before pursuing any formal legal action, both parties agree to attempt to resolve disputes through good-faith negotiation. Please contact us directly at [email protected] to initiate informal resolution discussions.

11. Food Allergy and Safety Disclaimer

If you believe that a food safety issue — including an allergic reaction — was caused by a product from Dewey's Pizza, please contact us immediately. We take all food safety concerns extremely seriously. In addition to processing your refund, we will investigate the matter thoroughly to prevent similar issues in the future.

Please be aware that our kitchen handles common allergens including but not limited to wheat, dairy, eggs, soy, tree nuts, and sesame. We cannot guarantee a completely allergen-free environment. It is your responsibility to inform us of any allergies at the time of ordering.

12. Contact Information for Refund Requests

To submit a refund request or for any questions regarding this policy, please contact us through any of the following channels:

13. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.