Refund Policy

Effective Date: April 2, 2026  |  Last Updated: April 2, 2026

1. Overview

Pequod's Pizza is committed to delivering fresh, high-quality food to every customer. Because our products are perishable food items, our refund policy is necessarily different from that of retailers of non-perishable goods. We have crafted this policy to be fair, transparent, and consistent with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act and relevant state-level food service regulations.

By placing an order on our website pequodspizzas.world or through any affiliated ordering platform, you agree to the terms outlined in this Refund Policy. If you do not agree with any part of this policy, please contact us before placing your order so we can address your concerns.

2. Eligibility Conditions for Refunds

Not every dissatisfied experience automatically qualifies for a full refund. We carefully evaluate each claim on a case-by-case basis. You may be eligible for a refund or store credit under the following conditions:

• You received an incorrect item — meaning an item different from what you ordered.
• Your order arrived in an unsatisfactory condition due to a preparation or packaging error on our part.
• You did not receive your full order (missing items).
• Your delivery was significantly delayed beyond the estimated delivery window through no fault of the customer, and the food quality was severely compromised as a result.
• The food was found to contain a foreign object or caused a documented food safety concern.
• A technical error on our website resulted in a duplicate charge or an incorrect order being placed.

Refund eligibility is determined at the sole discretion of Pequod's Pizza management after a thorough review of the reported issue. We reserve the right to request supporting evidence, such as photographs of the received items, order confirmation numbers, and a written description of the problem.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within a specific and reasonable timeframe. Failure to report an issue within the required window may disqualify your request.

We strongly encourage customers to inspect their orders immediately upon receipt. Any claims submitted outside the above timeframes will be reviewed on a discretionary basis and may not be honored.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed, except in the case of a documented food safety issue.
• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Dissatisfaction based solely on personal taste preferences — we cannot issue refunds because a customer simply did not enjoy the flavor of a correctly prepared item.
• Delays caused by circumstances outside our control, including severe weather, traffic incidents, or third-party delivery platform issues.
• Promotional items, free add-ons, or complimentary products included with an order.
• Gift cards, vouchers, or prepaid credits once activated or redeemed.
• Service fees, delivery fees, or tips charged at the time of order, unless the order itself qualifies for a full refund due to our error.
• Orders where the customer was unavailable to receive the delivery at the provided address despite multiple delivery attempts.

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

If you believe your order qualifies for a refund, please follow the steps outlined below to initiate your request efficiently:

1. Step 1 – Gather Your Information: Before contacting us, collect the following details: your full name, order number, date and time of order, the item(s) in question, and a clear description of the issue encountered.
2. Step 2 – Take Supporting Photos: If the issue is related to food quality, incorrect items, or missing items, photograph the food and/or packaging immediately. Clear photographic evidence significantly speeds up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequodspizzas.world
4. Step 4 – Submit Your Claim: In your message, include your order number, a description of the problem, and any photographs or evidence. Indicate whether you are requesting a full refund, partial refund, or store credit.
5. Step 5 – Await Confirmation: Our team will acknowledge receipt of your claim within 1–2 business days and begin the review process. We may follow up with additional questions.
6. Step 6 – Resolution: Once a determination has been made, we will notify you of the outcome via email. If approved, we will process the refund or issue store credit according to the timelines specified in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time varies depending on the payment method used at the time of purchase:

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of the order was incorrect or unsatisfactory, while the remainder was delivered and prepared correctly.
• An item was missing from the order, but the rest of the order was received and accepted by the customer.
• A delivery delay affected only part of the order's quality (e.g., some items arrived cold while others were acceptable).
• The customer consumed a significant portion of the food before identifying a quality concern.
• The customer chose to keep part of the order despite an error in one or more items.

The amount of a partial refund will be calculated based on the value of the affected item(s) as listed on the order confirmation. Partial refunds may also be issued as store credit at Pequod's Pizza's discretion, particularly for minor issues.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are generally not possible in the same way they would be for retail goods. However, we do our best to make things right when an error occurs on our part.

In cases where an incorrect item was delivered, we may offer the following at our discretion:

• Replacement Order: If logistically feasible, we may prepare and deliver the correct item as a replacement. This option is subject to kitchen availability, delivery distance, and time constraints.
• Store Credit: If a replacement is not possible, we will issue store credit equivalent to the value of the incorrect or unsatisfactory item, which can be applied to a future order.
• Monetary Refund: As outlined in this policy, a monetary refund will be processed if neither a replacement nor store credit is acceptable to the customer and the claim is validated.

We do not accept returns of food items at any of our locations for health and safety reasons, in compliance with applicable United States food safety regulations.

9. Order Cancellation Policy

We understand that circumstances change, and customers occasionally need to cancel orders. Our cancellation policy is designed to be as accommodating as possible while recognizing the realities of food preparation timelines.

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the kitchen has not yet begun preparing the order.
• Cancellation after preparation has begun: Refunds are issued at the discretion of management. A partial refund or store credit may be offered, but a full refund cannot be guaranteed once food preparation is underway.
• Cancellation after the order has been dispatched for delivery: No refund will be issued once the order is in transit, unless the delivery fails due to circumstances within our control.

9.2 Catering and Large Group Orders

Catering orders or large group orders require more advanced preparation and ingredient procurement. For such orders:

• Cancellations made more than 48 hours before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are generally not eligible for a refund, as ingredients and labor will have already been committed.

To cancel a catering order, please contact us as soon as possible at [email protected].

10. Dispute Resolution Process

Pequod's Pizza is committed to resolving all customer complaints and refund disputes fairly and efficiently. If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

If you feel your initial refund request was not handled appropriately, you may request to have your case reviewed by a senior member of our management team. To do so, reply to the original resolution email you received and clearly state that you wish to escalate the matter. Please provide any additional information or evidence that you believe was not previously considered. A member of our management team will respond within 3–5 business days.

10.2 Chargeback and Credit Card Disputes

If you believe you have been incorrectly charged and are unable to resolve the matter directly with us, you have the right to contact your credit card issuer or bank to initiate a chargeback. We encourage customers to exhaust our internal resolution process first, as chargebacks can delay refunds and complicate the process for both parties.

Under the Fair Credit Billing Act (FCBA), customers in the United States have the right to dispute billing errors on credit card statements. Debit card transactions may be subject to different protections under the Electronic Fund Transfer Act (EFTA).

10.3 Consumer Protection Agencies

Customers who believe their consumer rights have been violated may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Office or Department of Consumer Affairs

Pequod's Pizza fully cooperates with all regulatory inquiries and is committed to maintaining compliance with applicable United States consumer protection laws.

10.4 Informal Mediation

In the unlikely event that a dispute cannot be resolved through internal escalation or consumer protection agency intervention, both parties agree to first attempt resolution through good-faith mediation before pursuing any formal legal action. Any formal legal disputes shall be governed by the laws of the state in which Pequod's Pizza operates, and shall be subject to the jurisdiction of the applicable courts in that state.

11. Policy Updates

Pequod's Pizza reserves the right to update or modify 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 pequodspizzas.world or placement of an order following any changes constitutes acceptance of the revised policy.

For significant changes, we may also notify registered customers via email to ensure awareness of updated terms.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order issue, please do not hesitate to contact us. Our customer support team is here to help.