Refund Policy

Effective Date: April 22, 2026 | Last Updated: April 22, 2026

1. Overview

Pequod's Pizza operates as a food service business in the United States. Because our products are perishable food items prepared fresh upon order, our refund policy is designed to balance customer satisfaction with the practical realities of food preparation and delivery. We take every complaint seriously and will work in good faith to resolve any issues that arise with your order.

This policy applies to all orders placed through our website pequods-pizz.click, by phone, or through any authorized third-party delivery platforms associated with Pequod's Pizza.

By placing an order with us, you acknowledge and agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as state-specific regulations applicable to the location of the customer.

2. Eligibility Conditions for Refunds

We understand that issues can arise with food orders. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust style).
• Missing Items: One or more items included in your order were not delivered or provided.
• 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 was delayed by more than a reasonable time beyond the estimated delivery window, causing the food to be inedible or unacceptable.
• Order Not Received: You did not receive your order despite confirmation of payment and delivery initiation.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refund requests that do not fall into one of the above categories will be reviewed on a case-by-case basis at the sole discretion of Pequod's Pizza management.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We reserve the right to decline refund requests that are reported late unless exceptional circumstances apply.

4. Non-Refundable Items and Situations

The following are not eligible for refunds:

• Orders that have been partially or fully consumed, except in cases of food safety concerns.
• Requests based solely on personal taste preferences or dissatisfaction with standard menu items.
• Customized orders where the customer provided incorrect customization instructions.
• Promotional or discounted items unless a verifiable error was made on our part.
• Delivery fees, service charges, or platform fees charged by third-party delivery services (these must be disputed directly with the third party).
• Tips or gratuities paid to delivery personnel.
• Orders placed through unauthorized channels not affiliated with Pequod's Pizza.
• Orders where the customer provided an incorrect delivery address and did not notify us in a timely manner.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Order Information
   Collect your order confirmation number, the date and time of your order, the items involved, and a brief description of the issue. If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items before discarding them.
2. Step 2 – Contact Pequod's Pizza
   Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequods-pizz.click
3. Step 3 – Provide Supporting Details
   In your refund request, include your full name, contact information, order number, a clear description of the problem, and any supporting photos or documentation. The more detail you provide, the faster we can process your request.
4. Step 4 – Await Confirmation
   Our team will acknowledge receipt of your refund request within 1 to 2 business days. We may contact you to request additional information or to verify the details of your claim.
5. Step 5 – Resolution
   Once your request has been reviewed and approved, we will notify you of the refund decision and initiate the appropriate resolution, which may include a full refund, partial refund, store credit, or replacement order.

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 process refunds promptly on our end, your financial institution or payment provider may require additional time to post the refund to your account. Pequod's Pizza is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These include:

• Only a portion of the order was incorrect or missing (refund applies to the affected items only).
• A quality issue affected only part of a multi-item order.
• The order was partially consumed before the issue was reported, making a full refund inappropriate.
• A discount or promotional code was applied to the original order, and the refund will reflect the actual amount paid rather than the full menu price.
• An order was delivered late, but the food was still acceptable for consumption — in this case, a partial refund or store credit may be offered as a goodwill gesture.

The amount of any partial refund will be determined at the discretion of Pequod's Pizza management based on the nature and extent of the issue reported.

8. Exchange Policy

Because our products are freshly prepared food items, direct exchanges are subject to availability and feasibility. In appropriate cases, we may offer to remake or replace your order instead of issuing a monetary refund. The following conditions apply to exchanges:

• Replacement orders are offered when the original order was incorrect or had a verifiable preparation error.
• Replacement requests must be made within 2 hours of receiving the original order.
• Replacements are subject to our current operating hours. If we are closed, a refund or store credit may be issued instead.
• We reserve the right to offer a replacement order in lieu of a monetary refund for valid claims, particularly for dine-in or pickup orders.
• Replacement orders are not available for third-party delivery orders where the delivery service has already confirmed successful delivery. In such cases, a monetary refund or store credit will be issued.

9. Cancellation Policy

Due to the nature of fresh food preparation, cancellation windows are very limited. Please review our cancellation terms carefully:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparation, you are eligible for a full refund.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellation is no longer possible, and no refund will be issued.
• Scheduled Orders: For orders scheduled in advance, cancellations must be submitted at least 1 hour before the scheduled pickup or delivery time to be eligible for a full refund.

9.2 How to Cancel

To cancel an order, contact us immediately by:

• Email: [email protected] (note: email is not recommended for time-sensitive cancellations due to response time)
• Website Contact Form: pequods-pizz.click

Please include your order number and the reason for cancellation. Cancellation requests submitted through email may not be processed in time if preparation has already begun.

9.3 Cancellations by Pequod's Pizza

In rare cases, we may need to cancel your order due to circumstances beyond our control, including but not limited to ingredient unavailability, technical issues, or extreme weather conditions. In such cases, you will receive a full refund to your original payment method within the standard processing timeframe.

10. Dispute Resolution Process

We hope to resolve all refund and order concerns directly and amicably. In the event that a dispute cannot be resolved through our standard customer service process, the following steps apply:

10.1 Internal Escalation

If you are not satisfied with the initial response to your refund request, you may request that your case be escalated to our management team. Send a written request to [email protected] with the subject line "Escalated Refund Dispute" and include all prior correspondence and your order details. Management will review and respond within 5 business days.

10.2 Chargeback and Payment Disputes

If you believe you have been wrongfully charged or if a refund has not been received within the stated processing time, you have the right to initiate a chargeback through your bank or credit card provider. We encourage you to contact us first so we can resolve the matter directly before initiating a chargeback. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors with their credit card issuers.

10.3 Consumer Protection Agencies

Customers in the United States have the right to file complaints with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• State Attorney General's office in your state of residence
• Local Better Business Bureau (BBB)

Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) with respect to personal data processed in connection with their transactions.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state where the customer resides. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration or small claims court, as appropriate.

11. Food Safety Concerns

If you believe that a food item from Pequod's Pizza caused illness or posed a food safety risk, please contact us immediately at [email protected]. Food safety is our highest priority. We may ask you to preserve any remaining food for inspection and to consult a medical professional if you are experiencing symptoms. Pequod's Pizza takes all food safety complaints seriously and will cooperate fully with any applicable health authority investigations.

You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at pequods-pizz.click with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the information below:

This Refund Policy was last reviewed and updated on April 22, 2026. Pequod's Pizza is committed to providing excellent customer service and ensuring a fair and transparent experience for all of our customers.