Refund Policy

Effective Date: May 6, 2026 | Last Updated: May 6, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website at eatpequodspizza.click, by phone, or through any other ordering channel associated with Pequod's Pizza. By placing an order with us, you agree to the terms and conditions outlined in this policy. This policy has been developed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations governing food service businesses.

We understand that issues can occasionally arise with food orders, and we are committed to resolving any concerns promptly and fairly. Our goal is to ensure that every customer leaves satisfied with their experience.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is 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 order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Food Safety Concerns: You discovered a foreign object in your food or have a verified reason to believe the food was unsafe for consumption.
• Delivery Issues: Your order was significantly delayed beyond our stated delivery time and arrived in an unacceptable condition as a direct result of the delay.
• Order Not Received: You paid for an order that was never delivered and cannot be confirmed as delivered by our records.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize.

To be eligible for a refund, you must report the issue within the timeframe specified in Section 3 of this policy. Refund eligibility is subject to verification and review by our customer service team.

3. Timeframes for Refund Requests

Prompt reporting of any issues is essential to our ability to investigate and resolve your concern. Please observe the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. We reserve the right to make exceptions on a case-by-case basis at our sole discretion when extraordinary circumstances are demonstrated.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order has been prepared or is in transit.
• Customization Errors by Customer: If an incorrect order resulted from a customization error made by the customer during the ordering process, a refund may not be issued.
• Partially Consumed Food: Items that have been substantially consumed will not generally be eligible for a full refund unless a quality or safety issue is confirmed.
• Third-Party Delivery Platform Fees: Delivery fees, service fees, or charges imposed by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are not refundable through Pequod's Pizza directly and must be addressed with the respective platform.
• Promotional and Free Items: Items received as part of a promotion, coupon redemption, or offered at no charge are not eligible for monetary refunds.
• Orders with Expired Vouchers: Gift cards or vouchers used past their expiration date are non-refundable.
• Requests Outside Stated Timeframes: Refund requests submitted after the applicable deadline outlined in Section 3 will not be honored unless an exception is expressly granted.

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

To request a refund, please follow the steps below to ensure your request is processed as efficiently as possible:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as you identify the issue. You can contact us via email at [email protected] or visit our website at eatpequodspizza.click.
2. Step 2 — Provide Your Order Details: Have the following information ready when you contact us:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The email address or phone number associated with your order
   • A description of the issue
3. Step 3 — Provide Supporting Evidence: Where possible, please provide photographs of the food item(s) in question, screenshots of billing discrepancies, or any other supporting documentation. This will significantly expedite our review process.
4. Step 4 — Await Confirmation: Once your request is received, our customer service team will send you a confirmation acknowledging receipt of your request within 1 business day.
5. Step 5 — Review and Decision: Our team will review your request and all provided information. We may contact you for additional details. A decision will typically be communicated within 3–5 business days.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the payment method used. See Section 6 for processing times.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method:

Please note that processing times are estimates and may vary depending on your bank or financial institution. Pequod's Pizza is not responsible for delays caused by third-party financial institutions once a refund has been initiated on our end. If you have not received your refund within the stated timeframe, we recommend first checking your bank account, then contacting your card issuer, and finally reaching out to us if the issue remains unresolved.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in a multi-item order are affected by the issue reported.
• A portion of the food was consumed before a quality concern was identified, and the issue cannot be fully substantiated.
• The issue reported represents a minor inconvenience rather than a significant failure in product quality or order accuracy.
• A discount, promotion, or coupon was applied to the original order, and only the net amount paid for the affected item is refundable.
• The delivery was late but the food was otherwise acceptable, in which case a partial refund or store credit may be offered as a gesture of goodwill.

The amount of any partial refund will be determined by our customer service team on a case-by-case basis, taking into account the nature and extent of the issue reported.

8. Exchange Policy

In cases where a refund may not be the most practical solution — particularly for dine-in or quick pickup situations — we may offer an exchange or replacement as an alternative. Our exchange policy works as follows:

• Wrong Item Received: If you received the wrong pizza, side, or beverage, we will prepare and deliver or make available the correct item at no additional charge, provided the error was on our part.
• Quality Replacement: If your pizza or food item fails to meet our quality standards, we may offer to remake the item. This offer is typically only valid for the same or an equivalent item.
• Timeframe for Exchange: Exchange requests must be made within 2 hours of receiving your order and are subject to operational availability at the time of the request.
• No Upsell on Exchanges: We will not require you to pay additional fees to receive the correct or replacement item when the original error was ours.

Exchanges are subject to availability and may not always be feasible depending on order complexity, time of day, or delivery logistics. In such cases, a refund or store credit will be offered instead.

9. Cancellation Policy

Due to the nature of freshly prepared food, our cancellation window is very limited. Please review the following cancellation guidelines:

• Online and Phone Orders: Cancellations must be requested within 5 minutes of placing the order. If the order has already begun preparation, cancellation will not be accepted.
• In-Store Orders: In-store orders generally cannot be cancelled once submitted to the kitchen.
• Scheduled Orders: For orders placed in advance with a scheduled delivery or pickup time, cancellations may be accepted up to 30 minutes before the scheduled time, provided preparation has not yet begun.
• Approved Cancellations: If a cancellation is approved, any payment made will be refunded in full according to the timeframes outlined in Section 6.
• How to Cancel: To request a cancellation, contact us immediately at [email protected] or via the contact details listed in Section 11. Speed is essential for cancellation requests.

10. Dispute Resolution Process

We hope to resolve all refund concerns directly and amicably. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer service team, you may request that your case be escalated to a supervisor or manager. Please clearly state in your communication that you are requesting an escalation. Escalated cases will be reviewed within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you have the right to initiate a chargeback through your bank or credit card provider if you believe a transaction was unauthorized or if you did not receive the goods or services you paid for. We encourage you to contact us first before initiating a chargeback, as many issues can be resolved more quickly through direct communication. However, we fully respect your rights under applicable law, including protections provided by the Fair Credit Billing Act (FCBA).

10.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may contact the following organizations for assistance:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Dispute Resolution

Before pursuing any formal or legal remedies, we strongly encourage customers to contact us directly to attempt to resolve any dispute informally. Most issues can be resolved quickly and satisfactorily through open communication with our team.

11. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with a recent order, please contact us using the details below:

12. Policy Updates

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at eatpequodspizza.click with the updated effective date. Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms. We encourage customers to review this policy periodically to stay informed of any updates.

This Refund Policy was last reviewed and updated on May 6, 2026.