Refund Policy

Effective Date: April 15, 2026  |  Last Updated: April 15, 2026

1. General Overview

Punch Pizza ("we," "us," "our," or "the Company") is committed to providing fresh, high-quality food products and excellent customer service. Because our products are perishable food items prepared fresh upon order, our refund policy is designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and applicable state consumer protection statutes.

This policy applies to all purchases made directly through our website (punchs-pizza.top), by phone, or in person. If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund requests must be handled through that platform's policies and procedures.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — meaning it did not match what you ordered (wrong items, missing items, or wrong customizations).
• Your food arrived in an unsatisfactory condition — such as being spoiled, contaminated, or significantly different from what was described.
• Your order was never delivered or never prepared despite a confirmed payment.
• You were charged more than once for the same order (duplicate billing).
• Your order was cancelled by Punch Pizza before preparation began.
• A technical error on our website resulted in an unintended or incorrect charge.

To be eligible for a refund, you must:

1. Contact us within the applicable timeframe outlined in Section 3 below.
2. Provide your order number, proof of purchase, and a description of the issue.
3. Provide photographic evidence where applicable (e.g., incorrect or damaged food items).

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside these timeframes may be reviewed at our discretion but are not guaranteed to result in a refund.

4. Non-Refundable Items and Situations

The following are generally not eligible for a refund:

• Orders that were correctly prepared according to your specifications, where the dissatisfaction is based solely on personal taste preferences.
• Items that were consumed in full or substantially consumed before a complaint is submitted.
• Customized or special-order items that were prepared exactly as requested.
• Orders where the customer provided an incorrect delivery address or failed to be present for delivery pickup.
• Promotional, discounted, or free items received as part of a special offer.
• Orders placed on third-party platforms — these must be disputed through the respective platform.
• Delivery fees, service fees, and tips (unless the order was never fulfilled).
• Refund requests submitted after the applicable deadline without reasonable justification.

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

Follow these steps to submit a refund request with Punch Pizza:

1. Gather your information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue (incorrect item, missing item, quality concern, etc.)
   • Photographs of the food or packaging (required for quality/condition claims)
2. Contact our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: punchs-pizza.top (via our contact form)
3. Submit your request with all relevant details and supporting documentation. Incomplete requests may delay processing.
4. Receive confirmation: We will acknowledge receipt of your refund request within 1 business day via email.
5. Review and decision: Our team will review your request within 2–3 business days and notify you of our decision via email.
6. Refund issued: If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time the funds appear in your account may vary depending on your financial institution. We are not responsible for additional delays caused by your bank or payment processor.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may apply when:

• Only some items in an order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only a portion of the order.
• The customer has already consumed a significant portion of the food before reporting a concern.
• A discount, coupon, or promotional credit was applied to the original order — refunds may be adjusted to reflect the actual amount paid.
• Delivery fees may be excluded from a partial refund when the delivery itself was completed successfully.

The amount of a partial refund will be communicated to you clearly during the review process, and you will have the opportunity to accept or escalate the decision through our dispute resolution process (see Section 10).

8. Exchange Policy

Because our products are freshly prepared perishable food items, traditional "exchanges" in the retail sense are not always feasible. However, we do offer the following remedies as alternatives to refunds in appropriate circumstances:

• Order Replacement: If your order was incorrect or significantly unsatisfactory, we may offer to prepare and deliver a replacement order at no additional charge. This option is subject to availability and must be requested within 2 hours of receiving your original order.
• Store Credit: In lieu of a cash refund, we may offer store credit equal to the value of the affected portion of your order. Store credit can be applied to future orders placed through punchs-pizza.top.
• Complimentary Item: For minor issues or goodwill gestures, we may offer a complimentary item on your next visit or order.

We reserve the right to determine the most appropriate remedy on a case-by-case basis. Our goal is always to ensure you leave satisfied.

9. Cancellation Policy

Orders placed through Punch Pizza begin preparation quickly to ensure freshness and timely delivery. As such, our cancellation window is limited.

9.1 Orders Placed Online or by Phone

• You may cancel your order for a full refund if you notify us within 5 minutes of placing the order and before food preparation has begun.
• If food preparation has already started, cancellation may not be possible, and a refund may not be issued.
• For scheduled future orders (orders placed in advance), cancellations must be made at least 1 hour before the scheduled preparation time to receive a full refund.

9.2 In-Store Orders

• Once an in-store order is submitted to the kitchen, it cannot be cancelled.
• If you change your mind before the order is sent to the kitchen, please notify staff immediately.

9.3 Cancellation by Punch Pizza

We reserve the right to cancel any order in circumstances including, but not limited to: ingredient unavailability, operational issues, suspicion of fraudulent activity, or inability to fulfill delivery to your location. In such cases, you will be notified promptly and issued a full refund within 3–5 business days.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving all disputes fairly and promptly.

10.1 Internal Escalation

1. Reply to your refund decision email indicating that you wish to escalate your case.
2. Provide any additional documentation or reasoning to support your position.
3. A senior member of our customer service team will review your case and respond within 3–5 business days.

10.2 External Dispute Options

If your dispute cannot be resolved internally, you may consider the following options:

• Credit/Debit Card Chargeback: Contact your bank or credit card issuer to initiate a chargeback. Under the Fair Credit Billing Act (FCBA), you have certain rights to dispute charges on your credit card statement.
• Federal Trade Commission (FTC): You may file a consumer complaint with the FTC at reportfraud.ftc.gov.
• State Consumer Protection Agency: You may contact your state's consumer protection office for assistance. Applicable state laws may provide additional rights.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.

We encourage customers to attempt to resolve all concerns directly with us before pursuing external channels, as we are committed to reaching a fair resolution in every case.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by several federal and state laws that govern fair business practices, including:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Punch Pizza is committed to transparent and honest business practices in compliance with this law.
• The Fair Credit Billing Act (FCBA): Provides consumers with rights to dispute billing errors on credit card statements.
• State Consumer Protection Laws: Many states have additional consumer protection laws that may provide you with further rights. We comply with all applicable federal and state regulations.

Nothing in this Refund Policy limits or waives any rights you may have under applicable law.

12. Policy Amendments

Punch 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 you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is dedicated to responding to all refund inquiries as quickly as possible. We aim to acknowledge all requests within 1 business day and resolve most issues within 3–5 business days.

This Refund Policy was last reviewed and updated on April 15, 2026.