Refund Policy

At Punch Pizza, we are committed to delivering fresh, high-quality food and an outstanding customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been created to ensure that every concern is handled fairly, transparently, and promptly. Please read this policy carefully before placing your order.

By placing an order through our website punchpizza-eat.rest or any associated ordering platform, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy.

1. General Refund Philosophy

Punch Pizza takes customer satisfaction seriously. Because we deal with perishable food items prepared fresh upon order, our refund policy is designed to balance customer protection with the operational realities of a food service business. We evaluate each refund request on a case-by-case basis, keeping fairness and quality standards at the forefront of every decision.

We operate in compliance with applicable United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state consumer protection statutes. Customers located in California are also afforded additional rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• ✔ Your order was never delivered and no delivery confirmation was issued.
• ✔ Your order arrived significantly late beyond the estimated delivery window, causing the food to be cold, stale, or otherwise unsuitable for consumption.
• ✔ You received the wrong items that were not part of your original order.
• ✔ Your order was missing items that you paid for.
• ✔ The food received was of demonstrably poor quality — including but not limited to burnt, undercooked, contaminated, or spoiled items.
• ✔ A technical error on our website or payment platform resulted in a duplicate charge or an incorrect transaction amount.
• ✔ Your order was cancelled by Punch Pizza due to ingredient unavailability, technical failure, or operational constraints.

Refund eligibility does not apply in situations where the customer provides an incorrect delivery address, is unavailable to receive the delivery after multiple contact attempts, or has consumed a substantial portion of the order before raising a complaint without a valid quality-related reason.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and processed, we require all claims to be submitted within the following timeframes:

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

4. Non-Refundable Items and Services

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

• ✘ Orders that have been fully consumed without a valid quality complaint.
• ✘ Customization errors made by the customer during the ordering process (e.g., selecting wrong toppings, sizes, or crust types).
• ✘ Delivery fees, service charges, or platform processing fees — except in cases of non-delivery caused by Punch Pizza.
• ✘ Promotional items, complimentary additions, or items received as part of a free offer.
• ✘ Refund requests submitted after the applicable deadline outlined in Section 3.
• ✘ Taste preferences — refunds are not issued because a customer dislikes the flavor profile of an item that was accurately prepared.
• ✘ Gift cards or promotional credits once redeemed.
• ✘ Orders where the customer provided an incorrect or incomplete delivery address.

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

To initiate a refund request, please follow the steps outlined below carefully. Providing complete and accurate information will significantly speed up the resolution process.

6. Refund Processing Times by Payment Method

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

Please note that these timeframes represent our internal processing windows. Your financial institution may require additional time to post the funds to your account, which is beyond our control. If you have not received your refund after the indicated period, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only some items from your order were missing, wrong, or of poor quality, while the remainder of the order was accurate and satisfactory.
• A portion of the order was consumed before the quality issue was identified.
• The delivery was significantly delayed but the food arrived and was ultimately consumed.
• A promotional discount was already applied to the order, and the refund is calculated based on the amount actually paid.

The partial refund amount will be calculated based on the value of the affected items relative to the total order value. Our support team will communicate the specific refund amount prior to processing.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, we do not offer traditional item exchanges. However, in appropriate circumstances, we may offer the following alternatives to a monetary refund:

• Replacement Order: If you received the wrong item or an item was missing, we may offer to prepare and deliver a replacement at no additional cost, subject to availability and delivery feasibility at the time of the request.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected item(s), redeemable on your next order at punchpizza-eat.rest.
• Complimentary Item on Next Order: For minor issues, we may offer a complimentary item or discount code as a goodwill gesture.

The availability of these exchange options will be determined by our customer support team based on the specific circumstances of each case.

9. Cancellation Policy

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

9.1 Cancellations Before Order Preparation Begins

If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparation, you are entitled to a full refund of the amount paid. To request a cancellation, contact us immediately via email at [email protected] with your order number.

9.2 Cancellations After Preparation Has Begun

Once our kitchen team has started preparing your order, cancellations are generally not accepted, as the ingredients have already been used and resources committed. In exceptional circumstances, a partial store credit may be offered at our discretion.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable to receive the delivery, please refer to our eligibility conditions in Section 2. Refunds will not be issued for failure to receive a dispatched order unless caused by a delivery error on our part.

9.4 Cancellations Initiated by Punch Pizza

In the event that Punch Pizza must cancel your order due to ingredient unavailability, extreme weather conditions, technical failures, or other operational reasons, you will receive a full refund automatically to your original payment method within the timeframe specified in Section 6. You will be notified by email as soon as the cancellation is confirmed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Punch Pizza provides the following escalation and dispute resolution options:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer experience team by clearly stating in your follow-up email that you wish to escalate the matter. We will review your case with fresh eyes and respond within 3–5 business days.

10.2 Chargeback Rights

Customers retain the right to contact their bank or credit card issuer to initiate a chargeback if they believe a charge was made in error or without authorization. We ask that customers attempt to resolve disputes directly with us before initiating a chargeback, as this allows for faster resolution. Fraudulent chargeback claims may result in account suspension.

10.3 Third-Party Mediation

If a resolution cannot be reached through our internal process, disputes may be submitted to an independent mediation service or resolved through binding arbitration in accordance with the American Arbitration Association (AAA) Consumer Arbitration Rules. Both parties agree to make good-faith efforts to resolve disputes amicably before pursuing formal legal proceedings.

10.4 Regulatory Complaints

Customers have the right to file complaints with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state consumer protection agency if they believe their consumer rights have been violated.

11. Fraudulent Refund Claims

Punch Pizza takes the integrity of our refund process seriously. We reserve the right to deny refund requests that we reasonably believe to be fraudulent, manipulative, or in bad faith. Customers who repeatedly abuse our refund policy may have their accounts suspended or permanently banned from using our services. In cases of suspected fraud, we may report the matter to relevant authorities.

12. Policy Updates

Punch Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be published on our website at punchpizza-eat.rest with an updated effective date. Continued use of our services after a policy update constitutes your acceptance of the revised terms. We encourage customers to review this page periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or related concerns, please contact our customer support team using the details below. We are committed to responding promptly and resolving your issue as efficiently as possible.

This Refund Policy was last updated on May 20, 2026, and is effective as of the same date. It applies to all orders placed through punchpizza-eat.rest and any associated ordering channels operated by Punch Pizza.