Refund Policy

Effective Date: May 14, 2026 | Last Updated: May 14, 2026

1. Introduction

Pequod's Pizza ("we," "us," "our," or "the Company") is committed to delivering high-quality food products and a satisfying customer experience. We understand that issues may occasionally arise with orders — whether related to incorrect items, quality concerns, or delivery problems — and we want to make the resolution process as straightforward as possible.

This Refund Policy applies to all food orders, catering services, and any related purchases made through our website pequodspizza-eat.rest or via our customer service channels. By placing an order with us, you agree to the terms set forth in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45).

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund or credit, one or more of the following conditions must be met:

• Wrong Order Delivered: You received items that are different from what you ordered (e.g., wrong pizza toppings, incorrect size, missing items).
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption due to an error on our part.
• Significant Delivery Delay: Your order arrived significantly late beyond the estimated delivery window communicated at the time of order placement, rendering the food unacceptable.
• Order Not Delivered: You were charged for an order that was never delivered and was not made available for pickup.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Allergic Reaction or Dietary Error: Your order contained an ingredient specifically noted as an allergy or dietary restriction in your order instructions, resulting in a health concern.

Refund eligibility is determined solely at the discretion of Pequod's Pizza management after a review of the circumstances and any supporting evidence provided by the customer.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your concern. The following timeframes apply:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and report issues immediately.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances:

• Consumed Orders: Food that has been substantially consumed before a complaint is filed will not be eligible for a full refund. Partial refunds may be considered at our discretion.
• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order, unless the order has not yet been prepared.
• Customized Orders: Highly customized or specialty orders built to your unique specifications are non-refundable unless there is a clear error on our part.
• Promotional or Discounted Items: Items purchased using promotional codes, deep discounts, or as part of a special offer may be ineligible for refunds unless defective.
• Gift Cards and Store Credits: Gift card purchases and applied store credits are non-refundable and cannot be redeemed for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all due to our error.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' individual refund policies. Please contact the respective platform directly for those orders.

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

To request a refund, please follow the steps outlined below:

1. Step 1 — Contact Us Promptly:
   Reach out to our customer support team as soon as you identify the issue. You may contact us by:
   • Email: [email protected]
   • Website: pequodspizza-eat.rest
2. Step 2 — Provide Order Information:
   When contacting us, please include the following details:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographs of the food or order (if applicable and available)
   • Preferred resolution (refund, replacement, or store credit)
3. Step 3 — Review and Investigation:
   Our team will review your request within 1–3 business days. We may contact you for additional information or clarification. In some cases, we may request that you retain the item for inspection.
4. Step 4 — Decision Notification:
   You will be notified of our decision via email. If your refund request is approved, we will specify the amount and method of reimbursement.
5. Step 5 — Refund Issuance:
   Approved refunds will be processed according to the timeframes and methods described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we initiate refunds promptly upon approval, we do not control the processing speed of your financial institution or payment provider. Additional delays of 1–5 business days may occur on their end beyond our control.

7. Partial Refunds

In some situations, a partial refund may be the appropriate resolution rather than a full refund. Partial refunds may be issued in the following circumstances:

• Only certain items in a multi-item order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• The food was partially consumed before the issue was identified.
• There was a minor quality issue that did not render the entire order unacceptable.
• A delivery delay affected only part of the order experience.
• A discount or promotional value was applied to the original order and must be factored into the refund calculation.

The amount of a partial refund will be determined based on a fair assessment of the specific items or issues in question. Our team will communicate the exact partial refund amount when notifying you of our decision.

8. Exchange Policy

Because our products are perishable food items, traditional product exchanges are generally not applicable. However, we do offer the following remedies as alternatives to monetary refunds:

• Order Replacement: If your order was incorrect or significantly substandard, we may offer to prepare and deliver a replacement order free of charge, subject to availability and operational hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value to be used on a future order at pequodspizza-eat.rest.
• Complimentary Item: For minor quality concerns, we may offer a complimentary item on your next order as a goodwill gesture.

We will always work with you to find a resolution that is fair and satisfactory. Please indicate your preferred resolution when submitting your refund request, and we will do our best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both customers and our operations team:

9.1 Standard Orders

• Before Preparation Begins: You may cancel your order for a full refund if it has not yet entered the preparation stage. Please contact us immediately after placing your order if you wish to cancel.
• During Preparation: Once your order has begun preparation in our kitchen, cancellations are generally not accepted. In exceptional circumstances, we may issue a partial store credit at our discretion.
• After Dispatch: Orders that have already been dispatched for delivery cannot be canceled. Please follow the standard refund process if there is an issue upon receipt.

9.2 Catering and Large Orders

• More than 72 hours before the event: Full refund available.
• 48–72 hours before the event: 50% refund or full store credit.
• Less than 48 hours before the event: No refund will be issued due to food preparation commitments and ingredient procurement. Store credit may be offered at our discretion.

9.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] with your order number and reason for cancellation. Cancellations requested through any other channel cannot be guaranteed to be processed in time.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following steps:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or supervisor at Pequod's Pizza. Simply reply to the email thread regarding your case and request an escalation. We aim to respond to escalated cases within 2–3 business days.

10.2 Chargeback Rights

As a customer in the United States, you may have the right to dispute a charge with your credit card company or bank under applicable consumer protection regulations. This process, known as a chargeback, allows your financial institution to investigate the transaction. We ask that you attempt to resolve the issue with us directly before initiating a chargeback, as chargebacks can result in additional administrative processes for both parties.

10.3 Federal Trade Commission (FTC)

If you believe that our practices violate consumer protection laws, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. The FTC Act (15 U.S.C. § 45) prohibits unfair or deceptive acts in commerce.

10.4 State Consumer Protection Agencies

Depending on your state of residence, you may also have access to your state's Attorney General consumer protection division or equivalent state agency for additional recourse. Customers in California may reference their rights under the California Consumer Protection Act and related state statutes.

10.5 Informal Mediation

For disputes involving amounts that do not warrant formal legal proceedings, we are willing to participate in informal mediation to reach a mutually acceptable solution. Contact us at [email protected] to request mediation.

11. Fraudulent Claims

We reserve the right to refuse refund requests that we reasonably believe are made in bad faith, involve manipulation of our refund process, or are part of a pattern of abuse.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pequodspizza-eat.rest. The "Last Updated" date at the top of this page will reflect any revisions. Continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer support team using the information below:

We value your business and appreciate the opportunity to resolve any concerns you may have. Thank you for choosing Pequod's Pizza.