Refund Policy

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

1. Introduction

At Punch Pizza, we are deeply committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that sometimes issues arise, and we want to ensure that every concern is handled fairly, promptly, and professionally.

This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order with Punch Pizza — whether online at punchs-pizz.rest, by phone, or in person — you agree to the terms described in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Punch Pizza evaluates each refund request on a case-by-case basis. A refund may be issued when one or more of the following conditions are met:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or provided was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Significant Delivery Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Allergic Reaction Due to Incorrect Preparation: If an item was prepared with an allergen despite a clearly noted allergy request (subject to review and verification).
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Order Not Fulfilled: Your order was accepted but never prepared or delivered due to a system or operational error.

Punch Pizza reserves the right to request photographic evidence or other documentation to process your refund request. Refunds are issued at the sole discretion of Punch Pizza management following a thorough review.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for a refund under this policy. These include, but are not limited to:

• Orders where the customer changed their mind after the food was prepared.
• Food items that have been substantially consumed (more than 50% eaten) before a complaint is raised, unless a foreign object or safety concern is identified.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.
• Delays caused by factors outside of our control, including but not limited to severe weather events, traffic incidents, or third-party delivery platform outages.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Delivery fees charged by third-party delivery platforms (DoorDash, Uber Eats, Grubhub, etc.) — these must be disputed directly with the respective platform.
• Orders placed through third-party delivery applications — refund requests for those orders must be initiated through the applicable third-party platform's own refund process.
• Special event catering orders once preparation has begun (see Cancellation Policy below).
• Gift cards and promotional vouchers once redeemed.

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

To submit a refund request with Punch Pizza, please follow the steps outlined below:

1. Step 1 — Contact Us Promptly:
   Reach out to our customer service team as soon as the issue is identified. You can contact us via email at [email protected] or through our website at punchs-pizz.rest. Please do not wait — the sooner you contact us, the faster we can assist you.
2. Step 2 — Provide Your Order Information:
   When reaching out, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The email address or phone number used to place the order
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence:
   Where applicable, attach clear photographs of the issue (incorrect item, damaged packaging, food quality concern, etc.). Visual evidence significantly helps us expedite the review process.
4. Step 4 — Review and Acknowledgment:
   Our customer service team will acknowledge your request within 1 business day and begin reviewing the details of your case. We may follow up with additional questions to better understand the situation.
5. Step 5 — Resolution:
   Once our review is complete, we will notify you of our decision via email. If your refund request is approved, we will process the refund to your original payment method or offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Punch Pizza, the time it takes for the funds to appear in your account depends on your payment method. Please refer to the table below for estimated processing times:

Please note that Punch Pizza processes its refunds as quickly as possible. However, the final posting time to your account is subject to your financial institution's processing policies and is outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain situations, Punch Pizza may issue a partial refund rather than a full refund. Partial refunds may be offered in the following circumstances:

• Only a portion of your order was incorrect or missing, while the rest of the order was delivered correctly.
• An item arrived with minor quality issues that did not render it entirely unacceptable.
• The customer had consumed a significant portion of the order before identifying the complaint.
• A delivery delay affected only part of the order.
• A discount, promo code, or coupon was applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected item(s).

The amount of any partial refund will be communicated to you during the review process. You may accept the partial refund or escalate the matter through our dispute resolution process outlined in Section 10 below.

8. Exchange Policy

Punch Pizza is happy to offer order replacements or exchanges under the following conditions:

• Incorrect Items: If you received a pizza or menu item that you did not order, we will replace it at no additional cost, provided the original item is returned (for in-store pickup orders) or the issue is reported within 2 hours for delivery orders.
• Food Quality Exchange: If the food quality was unacceptable, we may offer to prepare and deliver or provide a fresh replacement item in lieu of a monetary refund, at our discretion.
• Modification Errors: If a customization or special instruction was not followed, we will remake the item correctly at no additional charge, subject to availability and operating hours.

Exchanges are subject to availability and must be requested within the applicable timeframes listed in Section 3. Punch Pizza reserves the right to offer a replacement or store credit in lieu of a cash refund where appropriate and reasonable.

9. Cancellation Policy

Our cancellation policy varies based on the type of order placed and the stage of preparation at the time of the cancellation request:

9.1 Standard Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the kitchen has not yet begun preparing your order.
• Cancellation after preparation has begun: No refund will be issued, as ingredients and labor costs have already been committed to your order. At our discretion, we may offer store credit.

9.2 Catering and Large Group Orders

• Cancellation more than 48 hours before scheduled order time: Full refund of any deposit or prepayment made.
• Cancellation between 24 and 48 hours before scheduled order time: 50% refund of any deposit or prepayment made.
• Cancellation less than 24 hours before scheduled order time: No refund of deposit or prepayment. Full payment may be required if ingredients were pre-purchased specifically for the order.

9.3 Third-Party Platform Orders

Orders placed through third-party delivery apps such as DoorDash, Uber Eats, or Grubhub are subject to those platforms' individual cancellation policies. Punch Pizza cannot process cancellations or refunds for orders placed through these platforms — please contact the applicable platform directly.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Punch Pizza offers the following escalated dispute resolution options:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or the business owner by emailing [email protected] with the subject line "Refund Dispute – Escalation Request." Please include your original refund request details and the reason you are requesting escalation. We will respond within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit or debit card issuer. Under the Fair Credit Billing Act (FCBA), you may dispute unauthorized or incorrect charges on your credit card statement. We strongly encourage customers to attempt resolution directly with Punch Pizza before initiating a chargeback, as we are committed to resolving all valid concerns promptly and fairly.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

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

10.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to first attempt resolution through good-faith informal negotiation. Should informal resolution fail, disputes may be submitted to a neutral third-party mediator agreed upon by both parties before pursuing any formal legal action.

11. Changes to This Refund Policy

Punch Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will become effective immediately upon posting on our website at punchs-pizz.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer service team using the information below. We are committed to responding to all inquiries in a timely and professional manner.