Refund Policy

At Punch Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, partial refunds, cancellations, and exchanges are handled. Please read this policy carefully before placing an order.

By placing an order through our website food-punchpizza.click or any affiliated ordering platform, you agree to the terms of this Refund Policy. This policy is governed by applicable United States consumer protection laws, including relevant Federal Trade Commission (FTC) guidelines and applicable state-level consumer protection statutes.

1. Our Commitment to Customer Satisfaction

Punch Pizza takes pride in preparing every order with care and quality ingredients. Our goal is to ensure that every customer receives exactly what they ordered in perfect condition. If for any reason your experience does not meet your expectations, we encourage you to contact us promptly so we can make it right.

We handle every refund or complaint request individually and fairly. Our team is dedicated to resolving issues as quickly and efficiently as possible while maintaining transparency and honesty throughout the process.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, or wrong menu item).
• Missing Items: Part of your order was missing upon delivery or pickup, and you did not receive the full order you paid for.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Order Delay: Your order was delayed significantly beyond the estimated delivery or pickup time, and you no longer wish to accept the order.
• Damaged Packaging: The food arrived with severely damaged packaging that compromised the integrity or safety of the food.

All refund requests are subject to review and verification by our team. Punch Pizza reserves the right to request supporting evidence such as photographs, order confirmation numbers, or other documentation before approving a refund.

3. Timeframes for Refund Requests

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

Requests submitted outside the applicable timeframe may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Situations

The following items, situations, and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds are not issued because you changed your mind after receiving your order or no longer want the items you ordered.
• Consumed Orders: Orders that have been partially or fully consumed are not eligible for a full refund unless there is a documented quality or safety concern.
• Incorrect Address: If your order was delivered to an incorrect address provided by you, we are unable to issue a refund.
• Customization Preferences: If you requested specific customizations or modifications and those were followed correctly, refunds will not be issued for personal preference dissatisfaction.
• Promotional or Discounted Items: Items purchased at a significant discount, using promotional codes, or as part of a limited-time deal may be non-refundable depending on the specific promotion's terms.
• Third-Party Delivery Issues: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), please contact that platform directly for refund resolution, as their policies apply.
• Force Majeure Events: Delays or issues caused by severe weather, natural disasters, power outages, or other events beyond our reasonable control are not grounds for a refund.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Gather Your Information: Collect your order confirmation number, the date and time of your order, the items affected, and any relevant evidence (photos of the food, screenshots of duplicate charges, etc.).
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected]. Include all relevant details in your message.
3. Step 3 — Submit Your Request: In your email, please clearly state:
   • Your full name and contact information
   • Your order number and date of order
   • A detailed description of the issue
   • The specific refund amount or remedy you are requesting
   • Supporting photos or documentation (if applicable)
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and may ask for additional information if needed.
5. Step 5 — Review and Decision: After reviewing your request and any supporting documentation, we will notify you of our decision via email, typically within 3–5 business days.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined 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 used at the time of purchase:

Please note that while we process refunds promptly on our end, your financial institution or card issuer may take additional time to reflect the credit in your account. Punch Pizza is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain circumstances, a partial refund may be issued instead of a full refund. Partial refunds may be applied in the following situations:

• Only one or a few items in a multi-item order were affected (e.g., one pizza was incorrect out of a larger order).
• The issue complained about is considered minor and does not justify a full refund, but warrants some compensation.
• The customer consumed a portion of the order before reporting the issue.
• The order was significantly discounted or part of a bundled promotion, and only a portion of the value is eligible for refund.
• A delivery fee may not be refunded if the food itself was delivered but an item was missing or incorrect.

The exact amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported, and will be communicated clearly to the customer before processing.

8. Exchange Policy

Punch Pizza does not offer traditional product exchanges in the same manner as a retail store. However, where feasible and appropriate, we may offer a replacement order or store credit in lieu of a monetary refund.

Replacement orders or store credit may be offered in the following situations:

• You received the wrong item and a correct replacement can be prepared and delivered within a reasonable timeframe.
• A portion of your order was missing and we are able to deliver the missing items without significant additional delay.
• You prefer store credit over a monetary refund, which may be applied to a future order on food-punchpizza.click.

Replacement orders are subject to availability and may not always be possible. Store credit issued in lieu of a refund will not expire for a period of 12 months from the date of issuance and can be applied to any eligible purchase on our website.

9. Cancellation Policy

We understand that plans can change. However, due to the perishable nature of food products and the speed at which orders are prepared, our cancellation window is limited.

Online and Phone Orders

• Before Preparation Begins: If you contact us within 5 minutes of placing your order and the preparation has not yet started, we will cancel your order and issue a full refund.
• After Preparation Has Begun: Once our kitchen has started preparing your order, we are unable to accept a cancellation, and no refund will be issued for change-of-mind cancellations.
• Scheduled/Future Orders: If you placed an advance or scheduled order, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund.

Catering and Large Orders

For catering orders or large group orders placed in advance:

• Cancellations made more than 24 hours before the scheduled date will receive a full refund.
• Cancellations made between 12–24 hours before the scheduled date may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 12 hours before the scheduled date may be subject to a cancellation fee of up to 50% of the total order value.
• No refunds will be issued for cancellations made within 2 hours of the scheduled catering time.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

Step 1 — Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request escalation to a senior member of our customer service team by emailing [email protected] with the subject line: "Refund Dispute — Escalation Request." Please include your original request details and the reason for your disagreement.

Step 2 — Informal Resolution

Our management team will review the escalated complaint and attempt to reach a mutually satisfactory resolution within 7 business days. We are committed to resolving disputes fairly and in good faith.

Step 3 — Consumer Protection Resources

If an internal resolution cannot be reached, customers in the United States have the right to file a complaint with the following consumer protection agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State Attorney General's Office — contact information varies by state.
• Better Business Bureau (BBB): www.bbb.org

Step 4 — Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank. However, we kindly request that you exhaust our internal resolution process before initiating a chargeback. Initiating a chargeback without first contacting us may result in restrictions on future orders with Punch Pizza.

11. Special Circumstances

Punch Pizza recognizes that unique or extraordinary circumstances may arise that fall outside the standard scope of this policy. In such cases, we will evaluate each situation individually and make reasonable accommodations where possible. We encourage customers to communicate openly with our team so we can work together toward a satisfactory outcome.

Examples of special circumstances that may warrant individualized review include:

• Documented allergic reactions resulting from incorrectly prepared food (please also seek medical attention immediately in such cases).
• Orders significantly affected by third-party technical errors on our website or payment platform.
• Repeat occurrences of the same issue affecting the same customer.

12. Changes to This Refund Policy

Punch Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

If any changes significantly affect your rights, we will make reasonable efforts to notify you via email or a prominent notice on our website.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any related concerns, please contact our customer support team using the information below:

When contacting us, please include your order number, a description of your issue, and any supporting documentation to ensure we can assist you as efficiently as possible.