Refund Policy

Last Updated: May 13, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering the highest quality food and an exceptional customer experience with every order. We understand that sometimes things do not go as planned, and we want to make sure our customers are treated fairly and with respect. This Refund Policy explains your rights and our obligations when it comes to refunds, cancellations, exchanges, and disputes related to orders placed through our website at pequodspizza-food.click.

This policy applies to all online orders placed directly through our website. If you have any questions or concerns about a recent order, we encourage you to contact our customer service team at [email protected] before initiating any formal dispute process.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Pequod's Pizza order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items you paid for were not included in your delivery or pickup order.
• Poor Food Quality: The food you received was significantly below our standard quality — for example, the food was undercooked, burnt, or otherwise unfit for consumption.
• Delivery Issues: Your delivery order arrived in a condition that made it unsuitable to eat due to factors caused by our delivery process (e.g., severely damaged packaging resulting in spilled or contaminated food).
• Order Not Received: You did not receive your order within the estimated delivery window and were unable to locate it after checking with your building or premises.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our website.

To be eligible for a refund, you must report the issue within the timeframe outlined in Section 3 of this policy and provide sufficient documentation as described in Section 5.

3. Timeframes for Refund Requests

Timely reporting is essential to help us investigate and resolve your issue effectively. The following timeframes apply to refund requests:

Requests submitted after these deadlines may not be eligible for a full refund. However, we will review each case individually and may offer partial refunds or store credits at our sole discretion.

4. Non-Refundable Items and Situations

While we strive to accommodate all legitimate refund requests, certain situations and items are not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared or is in transit.
• Customization Errors Made by the Customer: If you incorrectly customized your order (e.g., selected the wrong toppings or size) and the order was prepared exactly as submitted, a refund will not be issued.
• Food Already Consumed: If a significant portion of the food has been consumed before a complaint is made, we reserve the right to deny or limit the refund.
• Delivery Delays Caused by External Factors: Delays resulting from extreme weather conditions, traffic incidents, natural disasters, or other circumstances beyond our control are not grounds for a refund.
• Promotional or Discounted Orders: Orders placed using promotional discounts or special offers may be subject to modified refund terms as specified at the time of the promotion.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered.
• Tips and Gratuities: Any tips added to your order at checkout are non-refundable once the order has been accepted by our team.

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

If you believe you are eligible for a refund based on the conditions outlined above, please follow these steps:

1. Step 1 — Document the Issue: Take clear photos or videos of the food, packaging, or any relevant evidence that supports your claim. This documentation will greatly assist our team in processing your request promptly.
2. Step 2 — Contact Our Customer Support Team: Reach out to us by email at [email protected]. You may also visit our website at pequodspizza-food.click to find additional contact options.
3. Step 3 — Provide Order Details: Include the following information in your message:
   • Your full name
   • Order number or confirmation number
   • Date and time the order was placed
   • A clear description of the issue
   • Photos or videos supporting your claim
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may ask follow-up questions if needed.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process your refund, replacement, or credit accordingly.

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 be aware that while we process refunds promptly on our end, the actual time for funds to appear in your account may depend on your bank or financial institution's policies, which are beyond our control.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may be issued in the following circumstances:

• Only some items in your order were incorrect or missing (the refund will reflect the value of the affected items only).
• The food quality issue affected only a portion of your order.
• A refund request was submitted after the standard reporting deadline but within a reasonable period, at our discretion.
• There is evidence that a portion of the food was consumed prior to the complaint being made.
• A promotional discount was applied to the order, and the refund will reflect the actual amount paid rather than the full menu price.

Partial refund amounts will be communicated to you clearly before processing, and you will have the opportunity to accept or escalate your concern to our dispute resolution process outlined in Section 10.

8. Exchange Policy

As a food business, exchanges work differently than in traditional retail environments. Because food items are perishable and safety-sensitive, we do not accept returns of food items. However, we do offer the following exchange alternatives:

• Order Replacement: If your order was incorrect or significantly below quality standards, we may offer to prepare and deliver or make available a replacement order at no additional charge, subject to availability and your location.
• Store Credit: In lieu of a monetary refund or physical replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order on pequodspizza-food.click.
• Partial Remake: For dine-in or pickup orders where only part of the order was unsatisfactory, we may offer to remake the specific item(s) in question.

Replacement orders are subject to the same preparation and delivery timeframes as standard orders and are at the discretion of our operations team based on availability.

9. Cancellation Policy

We begin preparing your order shortly after it is placed in order to ensure freshness and timely delivery. For this reason, our cancellation window is very limited.

9.1 Online Orders

• Before Preparation Begins: If you contact us within 5 minutes of placing your order and your order has not yet entered the preparation stage, we will cancel your order and issue a full refund.
• After Preparation Has Begun: Once your order is being prepared in our kitchen, we are unable to cancel the order or issue a full refund. A partial refund or store credit may be available at our discretion.
• After Order is Out for Delivery: Once your order has been dispatched for delivery, it cannot be cancelled.

9.2 How to Cancel

To request a cancellation, please contact us immediately by emailing [email protected] with your order number and the reason for cancellation. Due to the time-sensitive nature of food preparation, we strongly recommend contacting us as soon as possible.

9.3 Cancellations Due to Service Failure

If Pequod's Pizza must cancel your order due to an internal issue (such as ingredient unavailability, system errors, or inability to fulfill delivery to your address), you will receive a full refund within the applicable timeframe listed in Section 6. We will notify you promptly via email or phone if this occurs.

10. Dispute Resolution Process

We hope to resolve all refund concerns directly and amicably. If you are not satisfied with the resolution offered by our customer service team, you may escalate your concern through the following process:

1. Step 1 — Internal Escalation: Request that your concern be escalated to a senior member of our customer service team by clearly stating this in your email to [email protected]. Senior review responses are provided within 3–5 business days.
2. Step 2 — Written Formal Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to our business address. We will respond in writing within 10 business days.
3. Step 3 — Chargeback (Payment Disputes): If you believe you were charged incorrectly or your rights as a consumer have been violated, you have the right to initiate a chargeback through your credit card issuer or bank. We ask that you contact us first to try to resolve the matter, as chargebacks can be harmful to small businesses.
4. Step 4 — Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your applicable state consumer protection office if you believe your consumer rights under U.S. federal or state law have been violated.
5. Step 5 — Mediation or Arbitration: For unresolved disputes involving amounts greater than $100, either party may propose non-binding mediation. Both parties agree to make a good-faith effort to resolve disputes before initiating any formal legal proceedings.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you have certain rights that this policy does not limit or override. These include but are not limited to:

• The right to accurate and honest advertising under the FTC Act (15 U.S.C. § 45).
• The right to dispute unauthorized charges with your financial institution.
• The right to file complaints with federal and state consumer protection agencies.
• Rights under applicable state consumer protection laws in the state where you reside.

If you are located in California, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data. Please refer to our Privacy Policy at pequodspizza-food.click for more information.

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 effective immediately upon posting to our website at pequodspizza-food.click. We encourage you to review this policy periodically. Continued use of our website and services following any updates constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellation inquiries, or questions about this policy, please reach out to our customer support team using the information below: