Refund Policy

At Punch Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with food orders, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes. Please read this policy carefully before placing an order through our website at delivery-punchpizza.click.

1. Overview

Because our products are perishable food items prepared fresh upon order, our refund policy is designed to balance food safety regulations with fair customer service. We take every complaint seriously and work diligently to resolve issues promptly and fairly. This policy applies to all orders placed through our website, mobile platform, and any affiliated ordering channels operated under the Punch Pizza brand.

By placing an order with us, you acknowledge and agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions are met:

• Incorrect Order: You received items that are significantly different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items included in your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Food Safety Concerns: You discovered a foreign object or contamination in your food item.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time provided at checkout, resulting in the food being inedible.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was marked as delivered but was never received, and this has been confirmed through our investigation process.

Refund eligibility is determined on a case-by-case basis. We reserve the right to request photographic evidence or other documentation to support your claim before issuing a refund or credit.

3. Timeframes for Refund Requests

To ensure a fair and efficient review process, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

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

• Orders where the food has been consumed in full or in large part before a complaint is submitted, unless a food safety issue is identified.
• Changes in personal taste or preference after the order has been prepared (e.g., "I don't like the taste of this topping anymore").
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Delivery fees and service charges, except in cases where the order was never delivered due to our error.
• Promotional or discounted items received as part of a special offer, unless they are defective or incorrect.
• Orders that were customized with specific instructions and prepared accurately according to those instructions.
• Third-party platform fees charged by external delivery services not operated directly by Punch Pizza.
• Gratuity or tip amounts added at checkout.

5. How to Request a Refund

To submit a refund request, please follow the steps outlined below:

We kindly ask that you provide as much detail as possible when submitting your request. Clear photographs of the issue (e.g., incorrect item, missing item, food quality concern) will help us resolve your request more quickly and accurately.

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 refer to the table below:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your financial institution's policies. We are not responsible for delays caused by banks or payment processors after a refund has been initiated by Punch Pizza.

7. Partial Refunds

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

• Only specific items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was prepared and delivered correctly.
• A food quality issue affected only a portion of your order.
• A significant delivery delay affected only part of your order (e.g., some items were kept warm while others became cold).
• You have already partially consumed the order before identifying a qualifying issue.
• A promotional discount was applied at the time of purchase that affects the refundable amount for individual items.

When a partial refund is issued, you will receive a clear breakdown of the refunded amount and the items or circumstances it applies to. If you disagree with the partial refund determination, you may escalate your request through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not available once an order has been prepared and delivered. However, we offer the following alternatives in qualifying situations:

• Replacement Order: If your order was incorrect and you contact us within the timeframe specified in Section 3, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operational hours.
• Store Credit: In lieu of a cash refund or replacement, you may opt to receive store credit equivalent to the value of the affected item(s), which can be applied toward a future order at Punch Pizza.
• Order Correction at Pickup: For pickup orders where an error is identified at the time of pickup (before leaving our location), we will correct the order immediately at no additional cost.

Replacements and exchanges are offered at the sole discretion of Punch Pizza and are subject to our review and verification process.

9. Cancellation Policy

We begin preparing your order as quickly as possible after it is placed to ensure fresh, timely delivery. As a result, our cancellation window is very limited.

Cancellation Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it. To request a cancellation, contact us immediately by:

• Emailing [email protected] with your order number and cancellation request.
• Visiting our website at delivery-punchpizza.click and using any available cancellation option in your order confirmation.

If your cancellation request is received and confirmed before food preparation has begun, you will receive a full refund to your original payment method within the applicable processing timeframe.

Cancellation After Preparation Has Begun

Once our kitchen staff has begun preparing your order, cancellations are generally not accepted and refunds will not be issued. This policy is in place because:

• Prepared food cannot be restocked or resold.
• Ingredients dedicated to your order are consumed in the preparation process.

In exceptional circumstances (such as a documented emergency), we may, at our sole discretion, issue a store credit for cancelled orders after preparation has begun.

Cancellations Due to Our Inability to Fulfill

If Punch Pizza must cancel your order due to circumstances on our end (e.g., ingredient unavailability, technical issues, or closure), you will receive a full refund to your original payment method, and we will notify you by email as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

Step 1 – Internal Escalation

Contact our customer service team at [email protected] and clearly state that you wish to escalate your dispute. Include your original reference number, a summary of the issue, and the reason you disagree with the initial determination. A senior member of our team will review your case within 3 to 5 business days and provide a written response.

Step 2 – Chargeback Rights

If you paid by credit or debit card and are not satisfied with our resolution, you have the right to contact your card issuer to initiate a chargeback under applicable card network rules. We encourage you to attempt resolution with us directly before initiating a chargeback, as we are committed to working with you in good faith.

Step 3 – Consumer Protection Agencies

You may also file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov/complaint
• Your state's Attorney General office or consumer protection division.

Step 4 – Informal Mediation

For disputes that cannot be resolved through direct communication, both parties agree to attempt resolution through informal mediation before pursuing any formal legal action. Mediation may be conducted via written communication or through a mutually agreed-upon neutral third party.

11. Consumer Rights Under Applicable Law

Nothing in this Refund Policy is intended to limit, waive, or override any rights you may have under applicable federal or state law, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts and practices in commerce.
• State consumer protection statutes applicable to your state of residence.
• Any food safety or consumer rights regulations enforced by federal, state, or local authorities.

If any provision of this policy conflicts with applicable law, the applicable law will govern.

12. Changes to This Policy

Punch Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at delivery-punchpizza.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

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

When contacting us, please provide the following information to help us assist you as efficiently as possible:

• Your full name
• Order confirmation number
• Date and time of your order
• Description of the issue
• Photographic evidence (if applicable)
• Your preferred resolution (refund, store credit, or replacement)