Refund Policy

Last Updated: April 22, 2026

1. Introduction

At Punch Pizza, customer satisfaction is at the heart of everything we do. We take pride in preparing fresh, high-quality food for every order. However, we understand that issues can occasionally arise, and we are committed to addressing them fairly and promptly. This Refund Policy explains the circumstances under which refunds, exchanges, or credits may be issued, the timeframes that apply, and the process for submitting a refund request.

This policy applies to all orders placed directly through our website punchs-pizz.top, by phone, or in person at our location. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' individual refund policies, and refund requests for such orders must be directed to the respective platform.

Our practices are consistent with applicable United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act, and any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

Refunds at Punch Pizza are evaluated on a case-by-case basis. You may be eligible for a full or partial refund if one or more of the following conditions apply:

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong crust, or entirely different items).
• Missing Items: One or more items that you paid for were not included in your order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction because your order contained an ingredient not listed or communicated to you, despite a documented allergy disclosure made at the time of ordering.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time (more than 60 minutes beyond the quoted time), resulting in degraded food quality.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our end.
• Order Not Delivered: You paid for a delivery order that was never received and cannot be confirmed as delivered.

Refund eligibility does not extend to situations where a customer simply changes their mind after the order has been prepared, or where the customer provided incorrect delivery information leading to a failed delivery.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer changed their mind after the food has been prepared or is in transit.
• Custom or specially modified orders where the customer confirmed the customization and the order was prepared as specified.
• Orders that have been substantially consumed (more than 50% eaten) before a complaint is raised, except in cases of a documented food safety concern.
• Promotional, discounted, or complimentary items provided free of charge.
• Delivery fees paid on orders where the food itself was delivered correctly and on time.
• Tips or gratuities added at the time of checkout.
• Orders affected by circumstances beyond our control, including extreme weather, road closures, or other force majeure events causing delays.
• Requests submitted after the applicable deadline specified in Section 3 above.
• Issues arising from third-party delivery platform orders — these must be handled directly with the respective platform.

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

Follow the steps below to submit a refund request with Punch Pizza:

1. Step 1 – Contact Us Promptly: Reach out to Punch Pizza as soon as you identify an issue with your order. Do not wait, as time-sensitive deadlines apply. You can contact us via:
   • Email: [email protected]
   • Website: punchs-pizz.top
2. Step 2 – Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The specific items in dispute
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence: Where applicable, please attach photos or videos of the food item(s) in question. Visual evidence significantly helps us assess the situation quickly and accurately. Photos should be taken before the food is consumed or further altered.
4. Step 4 – Review and Assessment: Our customer service team will review your claim within 1–3 business days. We may reach out to you for additional information or clarification during this time.
5. Step 5 – Resolution Notification: Once a decision has been made, we will notify you via your provided contact information (email or phone). The notification will outline whether a full refund, partial refund, store credit, or replacement has been approved.
6. Step 6 – Refund Issued: If approved, your refund will be processed using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account is also subject to your bank's or payment processor's internal timelines, which are beyond our control.

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 circumstances:

• Only some items in your order were incorrect or missing, while the rest of the order was accurate.
• The food quality concern applied to only a portion of the order.
• A delivery delay affected only part of the order's quality.
• The customer partially consumed the food before identifying and reporting the issue.
• A discount or promotional adjustment was not properly applied, and only the difference is owed.

The amount of a partial refund will be calculated based on the pro-rated value of the affected items, including applicable taxes and any associated fees attributable to those items.

8. Exchange Policy

In many cases, especially for incorrect or missing items, Punch Pizza may offer to remake and redeliver or make available for pickup a replacement order rather than issuing a monetary refund. Exchanges are subject to the following conditions:

• The request for a replacement must be made within the same timeframes outlined in Section 3.
• Replacement orders are subject to availability and operational hours.
• If a replacement is not feasible (e.g., we are closed, the item is no longer available, or delivery distance makes it impractical), a refund or store credit will be offered instead.
• Replacement orders will be prepared to the same or corrected specifications as the original order.
• No additional delivery fee will be charged for a replacement order resulting from our error.

Customers who prefer a refund over a replacement are welcome to request one, and we will evaluate the request in accordance with this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Pre-Preparation Cancellations

If you wish to cancel an order, please contact us immediately after placing it. If the order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method.

9.2 In-Preparation Cancellations

Once food preparation has begun, cancellation may not be possible, and a refund may not be available. In such cases, we may, at our discretion, offer a partial refund or store credit equivalent to the value of items that had not yet been started at the time of the cancellation request.

9.3 Out-for-Delivery Cancellations

Orders that are already out for delivery cannot be cancelled, and no refund will be issued for such cancellations unless the order was never received (see Section 2).

9.4 Pre-Scheduled or Future Orders

For orders placed in advance for a future date or time, cancellations must be made at least 2 hours before the scheduled preparation time to qualify for a full refund. Cancellations made within 2 hours of the scheduled time may only qualify for a store credit.

10. Store Credit

In some situations, Punch Pizza may offer store credit as an alternative to a monetary refund. Store credit:

• Is applied to your account and can be used on future orders at punchs-pizz.top.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional offers unless explicitly stated.

11. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you may escalate the matter through the following process:

1. Internal Escalation: Request that your complaint be reviewed by a senior member of our management team. This request should be made in writing to [email protected] with the subject line "Refund Escalation Request." We will respond within 3–5 business days.
2. Good Faith Negotiation: Both parties agree to attempt to resolve any dispute through good-faith communication before pursuing formal remedies. This negotiation period shall not exceed 30 calendar days from the date of the initial escalation request.
3. Consumer Protection Agencies: If an internal resolution cannot be reached, you may file a complaint with the applicable consumer protection authority. For United States residents, this includes the Federal Trade Commission (FTC) at ftc.gov or your state's Attorney General office.
4. Chargeback Rights: Nothing in this policy limits your rights to initiate a chargeback through your bank or credit card issuer if you believe you have been wrongfully charged. However, we encourage you to contact us first, as many issues can be resolved more quickly through direct communication.

12. Food Safety Concerns

If you believe that a food item from Punch Pizza caused illness or a serious adverse health reaction, please:

• Seek medical attention immediately if required.
• Contact us as soon as possible at [email protected] so we can investigate the matter and ensure the safety of other customers.
• Retain any remaining food items and packaging, as these may be needed for inspection.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at fda.gov.

Food safety complaints will be treated with the highest priority and investigated immediately.

13. Changes to This Policy

Punch Pizza reserves the right to modify this Refund Policy at any time. Updates will be posted on our website at punchs-pizz.top with the revised effective date. Continued use of our services after any such update constitutes your acceptance of the revised policy. We encourage customers to review this page periodically.

14. Contact Information

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