Refund Policy

Effective Date: June 21, 2026 | Last Updated: June 21, 2026

1. Introduction

Punch Pizza ("we," "us," or "our") operates a food service business dedicated to delivering high-quality pizza and related food products to our valued customers. We understand that situations may arise where a refund or cancellation is necessary, and we strive to handle all such requests fairly, transparently, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

This policy applies to all purchases made directly through our website at punchpizza-eat.digital, by phone, or through any other direct ordering method we offer. If you placed your order through a third-party delivery platform (such as DoorDash, Grubhub, Uber Eats, etc.), their respective refund policies may apply, and you should contact those platforms directly for assistance.

By placing an order with Punch Pizza, you agree to the terms outlined in this Refund Policy. If you do not agree with any part of this policy, please refrain from placing an order and contact us to discuss your concerns before doing so.

2. Eligibility Conditions for Refunds

We want every customer to enjoy a perfect meal. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that are materially different from what you ordered (e.g., wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption due to our error.
• Significant Delivery Delays: Your order was delivered significantly later than the estimated delivery time quoted at checkout, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error on our part.
• Allergen Concerns: An allergen was present in your food that was not listed and which you had specifically requested to be excluded (subject to our ability to verify the request).
• Order Cancellation: You cancelled your order within the eligible cancellation window as described in Section 8 of this policy.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 3. We reserve the right to request supporting evidence such as photos of the order or a description of the problem before approving any refund.

3. Timeframes for Refund Requests

Timing is important when it comes to food orders. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these windows may not be honored. We encourage you to inspect your order promptly upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

While we aim to be as accommodating as possible, certain situations and items are not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Consumed Food: If a significant portion of the food has been consumed before a complaint is raised (except in cases of food quality or allergen issues), a refund may not be issued.
• Incorrect Address Provided: If an order was not delivered because you provided an incorrect or incomplete delivery address, we are not obligated to issue a refund, though we will make a reasonable effort to assist.
• Customer Unavailability: If our delivery driver attempted delivery and you were unavailable to receive the order without prior notice, refunds may not be granted.
• Customization Preferences: Minor variations in food appearance, slight differences in portion size within reasonable tolerances, or subjective taste preferences do not qualify for refunds.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion may have modified or no refund eligibility, as specified at the time of purchase.
• Gift Cards and Store Credits: Purchased gift cards and store credits are non-refundable and non-exchangeable for cash.
• Third-Party Platform Orders: Orders placed and fulfilled through third-party delivery applications are governed by those platforms' policies, not ours.

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

Requesting a refund from Punch Pizza is straightforward. Please follow the steps below:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The email address used to place the order
   • A clear description of the issue
   • Photographs of the food or packaging, if applicable (highly recommended for quality or missing item claims)
2. Contact Us: Reach out to our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: punchpizza-eat.digital (Contact/Support page)
3. Submit Your Request: Clearly state your order number, the nature of the problem, and what resolution you are seeking (full refund, partial refund, replacement, or store credit).
4. Await Review: Our team will review your request and may follow up with additional questions or requests for documentation within 1–2 business days.
5. Receive a Decision: We will notify you of our decision via email. If approved, we will initiate the refund or resolution promptly.

6. Refund Processing Times by Payment Method

Once a refund is approved, please allow the following timeframes for the funds to be returned to you:

Please note that while we initiate refunds promptly upon approval, the actual posting of funds to your account is subject to the policies of your financial institution or payment provider and may take additional time beyond the estimates listed above. Punch Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only specific items in your order were incorrect, missing, or of poor quality, while the remainder of the order was satisfactory.
• The food quality issue affected only a portion of the order (e.g., one topping was incorrect out of several on a pizza).
• A delivery delay occurred, but the food was still in a generally acceptable condition upon arrival.
• You consumed a portion of the order before identifying an issue, and the remaining portion was the subject of the complaint.

The amount of a partial refund will be determined by our customer service team based on a fair assessment of the situation, proportional to the value of the affected items. We will communicate our partial refund decision clearly and explain the amount being refunded.

8. Cancellation Policy

We begin preparing your food shortly after your order is confirmed. As a result, our cancellation window is limited:

• Within 5 Minutes of Ordering: If you contact us within 5 minutes of placing your order, we will do our best to cancel the order and issue a full refund, provided preparation has not yet begun.
• After Preparation Has Begun: Once our kitchen staff has begun preparing your order, cancellations are generally not possible, and refunds will not be issued on the basis of cancellation alone.
• Scheduled Orders: For orders scheduled for a future date or time, cancellations must be made at least 1 hour before the scheduled preparation time to be eligible for a full refund.

To request a cancellation, please contact us immediately at [email protected] or via our website. Please include your order number and the reason for cancellation in your message.

9. Exchange Policy

Rather than issuing a monetary refund in certain situations, we may offer to remake and redeliver your order or replace specific incorrect items. Our exchange policy works as follows:

• Wrong Item Delivered: If you received the wrong item entirely, we will offer to remake and deliver the correct item at no additional cost, or issue a full refund for that item if a replacement is not feasible.
• Quality Issues: If your food did not meet our quality standards, we may offer to prepare a fresh replacement at our discretion and at no cost to you.
• Remake Eligibility: Remakes are subject to our operational capacity, the time of your request, and our business hours. Remakes requested outside of our operating hours will be handled at the next available opportunity or resolved via refund.
• No Substitutions for Personal Preference: We do not offer exchanges simply because you changed your mind about a topping, size, or flavor after the order has been prepared.

All exchange requests are handled at our discretion. We will always strive to find the most practical and satisfying resolution for our customers.

10. Dispute Resolution Process

If you are dissatisfied with our response to your refund or cancellation request, you have several options for escalating your concern:

1. Internal Escalation: Request that your case be reviewed by a senior member of our customer service team. You can do this by replying to your original refund request email with the subject line "Escalation Request."
2. Written Complaint: Submit a formal written complaint to us by email at [email protected]. We will respond to formal written complaints within 5 business days.
3. Chargeback (Credit/Debit Card Disputes): If you believe you have been charged incorrectly and we have not resolved the issue to your satisfaction, you have the right to file a chargeback with your bank or credit card issuer. We recommend exhausting our internal dispute resolution process first, as chargebacks may involve additional delays.
4. Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's consumer protection office. These agencies do not resolve individual complaints but may take action against patterns of unfair business practices.
5. Better Business Bureau (BBB): You may file a complaint with your local BBB chapter if you believe our business practices are unfair or deceptive.

We are committed to resolving all complaints fairly and in good faith. We believe that most issues can be resolved through direct communication, and we encourage you to contact us first before seeking external dispute resolution.

11. Our Commitment to You

At Punch Pizza, your satisfaction is our top priority. We take every complaint seriously and view each refund or exchange request as an opportunity to improve our service. We are proud of the food we prepare and the service we provide, and we stand behind the quality of every order that leaves our kitchen.

We operate in accordance with all applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. Our refund procedures are designed to be transparent, fair, and consistent with industry standards for food service businesses.

We also comply with applicable food safety regulations enforced by the U.S. Food and Drug Administration (FDA) and relevant state and local health authorities. In cases involving serious food safety concerns, we encourage customers to also report issues to their local health department.

12. Changes to This Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at punchpizza-eat.digital with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information

For all refund requests, cancellations, or questions regarding this policy, please reach out to us using the following contact details: