Refund Policy

Effective Date: April 8, 2026  |  Last Updated: April 8, 2026

1. Introduction

This Refund Policy applies to all purchases and orders made through pizza-deweys.digital or directly at Dewey's Pizza locations. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time. Changes will be posted on our website with a revised effective date.

We understand that issues can arise with food orders, and we are committed to resolving any problems promptly and fairly. Our goal is to ensure that every customer receives the quality of food and service they expect from Dewey's Pizza.

2. Eligibility Conditions for Refunds

You may be eligible for a refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Packaging: The packaging was severely damaged in a way that compromised the quality or safety of the food.
• Order Not Received: Your delivery order did not arrive and our records confirm non-delivery.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Allergy or Dietary Concerns: An item was prepared with ingredients not listed or included despite specific allergy-related instructions provided at the time of ordering.

All refund requests are subject to review and verification by our team. We may request photographic evidence or other documentation to support your claim.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the time limits specified below:

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is reported.
• Dissatisfaction based solely on personal taste preferences, as long as the order was prepared according to specifications.
• Promotional or complimentary items provided at no charge.
• Requests made outside the applicable refund timeframe.
• Orders affected by incorrect delivery information provided by the customer.
• Delivery delays caused by circumstances beyond our control, including extreme weather events, traffic conditions, or third-party delivery service issues.
• Digital gift cards or promotional credits once they have been redeemed.
• Customization requests (e.g., extra toppings, special sauces) that were correctly added but not preferred by the customer after delivery.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Have your order number, order date, and payment method ready. If applicable, take clear photographs of the incorrect, missing, or unsatisfactory item(s).
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizza-deweys.digital
3. Step 3 — Provide Details: In your message, include your full name, contact information, order number, a description of the issue, and any supporting photos or documentation.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1 business day and may ask for additional information if needed.
5. Step 5 — Review and Decision: We will review your request and notify you of our decision within 3 business days of receiving all required information.
6. Step 6 — Refund Issuance: If approved, your refund will be processed according to the payment method used and the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

Please note that processing times may vary depending on your financial institution. Dewey's Pizza is not responsible for delays caused by your bank or payment provider once a refund has been initiated on our end.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing.
• The issue affected only part of the order (e.g., one pizza in an order of multiple pizzas was unsatisfactory).
• A delivery fee may be retained if the food items were successfully delivered but a minor issue arose.
• Promotional discounts that were applied at checkout may be factored into the refund calculation.

The amount of any partial refund will be calculated based on the price of the affected item(s) and any applicable taxes. Our customer support team will communicate the exact refund amount to you before processing.

8. Exchange Policy

In some cases, rather than issuing a monetary refund, we may offer to replace your order or the affected item(s) as an alternative resolution. An exchange or replacement may be offered when:

• An incorrect item was received and a correct replacement can be prepared and delivered within a reasonable time.
• A missing item can be delivered separately without significant delay.
• You prefer a replacement over a monetary refund.

Replacements are subject to availability and our operational capacity at the time of the request. We will make every reasonable effort to fulfill a replacement order in a timely manner. If a replacement is not feasible, a full or partial refund will be offered instead.

For in-store orders, exchanges may be processed immediately at the discretion of the store manager, provided the issue is reported before you leave the premises.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed through our website or by phone:

9.1 Online Orders

• Cancellation within 5 minutes of placing the order: Full refund issued. Please contact us immediately as orders begin preparation quickly.
• Cancellation after 5 minutes: Once food preparation has begun, cancellations may not be accepted. A partial refund may be issued at our discretion depending on the stage of preparation.
• Cancellation after dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be cancelled. A refund may still be requested upon receipt if there is a qualifying issue.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders may be cancelled at least 1 hour before the scheduled time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may result in a partial refund or store credit.

9.3 Large or Catering Orders

For catering or bulk orders (typically 10 or more pizzas), a separate cancellation policy applies. These orders must be cancelled at least 24 hours in advance for a full refund. Cancellations made within 24 hours of the scheduled time may incur a cancellation fee of up to 50% of the total order value, as ingredients and preparation resources will have already been allocated.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your request was handled unfairly, you have the right to escalate your concern. Dewey's Pizza is committed to resolving all disputes in good faith.

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer support team, you may request to have your case escalated to a manager or senior team member. Please indicate clearly in your communication that you wish to escalate the matter. We will aim to provide a final decision within 5 business days of escalation.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable consumer protection laws, including rights established under the Fair Credit Billing Act (FCBA) and protections enforced by the Federal Trade Commission (FTC). We encourage you to contact us first to resolve the matter, but we respect your right to initiate a chargeback if necessary.

Please note that initiating a chargeback without first contacting us may result in a delay in resolving your issue. We will cooperate fully with any chargeback investigation initiated by your financial institution.

10.3 Third-Party Mediation

If a dispute cannot be resolved through our internal process or through your financial institution, you may seek assistance from the following resources:

• The Better Business Bureau (BBB) for informal dispute mediation.
• Your state's Attorney General's Consumer Protection Office.
• The Federal Trade Commission (FTC) at reportfraud.ftc.gov.

11. Consumer Rights Under Applicable Law

Customers residing in the United States are protected by various consumer protection laws. Relevant protections include:

• Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive business practices and ensures consumers have recourse for misleading transactions.
• Fair Credit Billing Act (FCBA): Provides rights to dispute billing errors on credit card statements.
• California Consumers: If you reside in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).

Nothing in this Refund Policy is intended to limit or waive any rights you have under applicable federal or state law.

12. Store Credit as an Alternative

In some cases, we may offer store credit as an alternative to a monetary refund. Store credit will be issued in the form of a digital coupon or account credit that can be applied to future orders at Dewey's Pizza. Store credit:

• Is valid for 90 days from the date of issuance.
• Cannot be exchanged for cash.
• Is non-transferable.
• Can be applied to any qualifying purchase through pizza-deweys.digital or at participating store locations.

Accepting store credit is always optional. If you prefer a monetary refund and your request qualifies, we will process a monetary refund instead.

13. Contact Information for Refund Requests

To submit a refund request or inquire about the status of an existing request, please contact our customer support team using the information below:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1 business day. For urgent issues, such as food safety concerns, please contact us as soon as possible and clearly indicate the urgency in your message subject line.

14. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizza-deweys.digital with a revised effective date. Your continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.