Refund Policy

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

1. Introduction

At Pequod's Pizza, customer satisfaction is our highest priority. We take great pride in preparing fresh, high-quality food products and delivering an exceptional dining experience with every order. We understand, however, that situations may arise where a refund, replacement, or cancellation becomes necessary. This Refund Policy has been established to outline the conditions, procedures, and timeframes associated with refund requests, ensuring a fair and transparent process for all of our valued customers.

This policy applies to all orders placed through our website at pequodspizza-food.rest, including online delivery orders, pickup orders, and any other transactions conducted through our digital platform. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level regulations.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered as confirmed on your order receipt.
• Missing Items: One or more items listed on your confirmed order receipt were not delivered or included in your pickup order.
• Food Quality Issues: The food product received was spoiled, undercooked, burnt, contained foreign objects, or was otherwise unfit for consumption at the time of receipt.
• Allergic Ingredient Errors: Your order contained an ingredient that you specifically requested to be excluded due to a known allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Failed Delivery: Your delivery order was never received, and confirmation of non-delivery is supported by tracking records or driver confirmation.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize and have no knowledge of placing.

Refund eligibility is evaluated on a case-by-case basis. Pequod's Pizza reserves the right to request supporting evidence, including photographs of the food received, screenshots of the order confirmation, or any other documentation reasonably necessary to process your request.

3. Timeframes for Refund Requests

To ensure your refund request is handled efficiently, please adhere to the following timeframes:

Requests submitted outside of these timeframes may be denied at the sole discretion of Pequod's Pizza. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Orders that were consumed in full or in part without any reported issue at the time of receipt.
• Orders where the customer simply changed their mind after the preparation process has already begun.
• Customization requests that were clearly fulfilled as specified by the customer at the time of ordering.
• Delivery fees charged by third-party delivery platforms, unless the failed delivery was directly caused by a Pequod's Pizza error.
• Promotional or discounted items purchased during special events or limited-time offers, unless a qualifying defect is identified.
• Gift cards, vouchers, or store credits once they have been redeemed.
• Any order where the customer provided an incorrect delivery address, resulting in non-delivery.
• Orders that experienced delays solely due to circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery carrier issues.

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

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

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the food item(s) in question, the packaging, and your order receipt or confirmation email. This documentation will significantly expedite the review process.
2. Step 2 — Contact Us: Reach out to our customer support team as soon as possible through one of the following methods:
   • Email: [email protected]
   • Website: pequodspizza-food.rest
3. Step 3 — Provide Required Information: In your refund request, please include the following details:
   • Your full name
   • Order number (found in your confirmation email)
   • Date and time of the order
   • Description of the issue
   • Photographs or supporting evidence (if applicable)
   • Your preferred contact information
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review: Our customer support team will review your request within 1–2 business days. We may follow up with additional questions or request further documentation during this period.
5. Step 5 — Resolution Notification: Once a decision has been reached, we will notify you via the contact method provided. If your refund is approved, we will initiate the refund process immediately.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the payment method used at the time of purchase:

Please note that these timeframes reflect the time it takes for Pequod's Pizza to process the refund from our end. Additional delays may occur due to your financial institution's processing policies. Pequod's Pizza is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was missing or incorrect, while the remainder was fulfilled properly.
• The food quality issue affected only specific items within a larger order.
• A discount, promotional code, or coupon was applied to the original order, in which case the refund amount will reflect the actual amount paid for the affected item(s).
• The customer partially consumed the order before identifying the issue, and the remaining portion is deemed non-conforming.

The amount of any partial refund will be calculated based on the proportional value of the affected items as reflected on your original order receipt.

8. Exchange Policy

As an alternative to a monetary refund, Pequod's Pizza may offer to replace or re-prepare an order at no additional charge to the customer. Exchanges are subject to the following conditions:

• The exchange request must be submitted within the applicable timeframe as outlined in Section 3 of this policy.
• Replacement orders are subject to availability of ingredients and operating hours at the time of the request.
• For delivery orders, a replacement item may be dispatched at our discretion or alternatively offered as a store credit if re-delivery is not feasible.
• Customers who opt for a replacement order waive their right to a monetary refund for the same incident, unless the replacement order also fails to meet the stated standard.
• Exchanges are not offered for items consumed in full or for situations falling under the non-refundable category outlined in Section 4.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to all orders placed through pequodspizza-food.rest:

9.1 Online Orders — Before Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing it. During this brief window, our kitchen staff may not have yet begun preparing your order. To cancel, please contact us immediately via email at [email protected]. If cancellation is confirmed before preparation begins, you will be entitled to a full refund.

9.2 Online Orders — After Preparation Has Begun

Once our kitchen staff has begun preparing your order, we are unable to guarantee a cancellation or full refund. In such cases, Pequod's Pizza may offer a partial refund or store credit at its sole discretion, depending on the stage of preparation at the time the cancellation request is received.

9.3 Delivery Orders — After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable to receive your delivery, please contact us promptly. Refunds for uncollected deliveries will not be issued unless the delivery failure was caused by an error on the part of Pequod's Pizza.

9.4 Catering and Large Group Orders

For catering orders or large group reservations, cancellations must be made at least 48 hours in advance to be eligible for a full refund. Cancellations made between 24 and 48 hours prior to the scheduled order may be subject to a cancellation fee of up to 50% of the total order value. Cancellations made with less than 24 hours' notice will not be eligible for a refund.

10. Dispute Resolution Process

In the event that you are not satisfied with the outcome of your refund request, Pequod's Pizza is committed to resolving disputes fairly and efficiently through the following process:

10.1 Internal Escalation

If you believe your initial refund request was handled incorrectly or unjustly, you may escalate the matter by submitting a formal written complaint to our management team at [email protected]. Please include your original case reference number, a detailed description of your concern, and any additional supporting evidence. Our management team will review your escalation and respond within 3–5 business days.

10.2 Third-Party Mediation

If the dispute cannot be resolved through internal escalation, both parties agree to seek resolution through a mutually agreed-upon third-party mediator before pursuing any formal legal action. Mediation costs shall be shared equally between both parties unless otherwise agreed.

10.3 Consumer Protection Agencies

As a customer in the United States, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency if you believe your consumer rights have been violated. For customers in California, additional rights may be available under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Chargebacks

While customers retain the right to initiate a chargeback through their financial institution, we kindly request that you contact us first to allow us the opportunity to resolve the issue directly. Initiating a chargeback without prior contact may result in the suspension of your account on our platform pending investigation.

11. Fraud Prevention

Pequod's Pizza actively monitors refund requests for patterns consistent with fraudulent activity. Any customer found to be submitting false, misleading, or exaggerated refund claims may have their account suspended, be denied future service, and may be subject to legal action in accordance with applicable United States law. We reserve the right to refuse a refund request if there is reasonable cause to believe it is being made in bad faith.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will become effective immediately upon publication on our website at pequodspizza-food.rest. We encourage customers to review this page periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to reach out to our customer support team using the contact details below. We are committed to responding to all inquiries as promptly as possible.