Refund Policy

At Pequod's Pizza, we are committed to delivering an exceptional dining experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been established to ensure that every concern is handled fairly, transparently, and promptly. Please read this policy carefully before placing an order through our website at freshpequods.digital.

This policy applies to all orders placed directly through our website, over the phone, or via any other official Pequod's Pizza ordering channel. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Pequod's Pizza takes great pride in the quality and craftsmanship of every pizza and menu item we prepare. Our team works diligently to ensure that each order meets our high standards. However, we recognize that mistakes happen, and when they do, we want to make things right. This policy is designed to provide clear guidance on what qualifies for a refund, how to request one, and what you can expect during the process.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption due to an error on our part.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time, resulting in cold or inedible food, and you were not notified in advance of the delay.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error.
• Order Cancellation Before Preparation: You canceled your order within the acceptable cancellation window before food preparation began.

To be eligible for a refund, you must contact us within the timeframe outlined in Section 3 below and provide sufficient information to allow us to assess your claim.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind after the food was prepared or delivered.
• Incorrect Address Provided: If a delivery could not be completed because an incorrect address was entered by the customer, no refund will be issued.
• Customization Errors by Customer: If you made an error in selecting toppings, crust types, or other customizations, and the order was prepared as specified, a refund may not be available.
• Partially Consumed Food: Refunds will not be issued for items that have been substantially consumed, unless there is a documented quality issue.
• Contactless Delivery Issues: If you selected contactless delivery and the food was left as instructed but subsequently became cold or was otherwise affected by environmental conditions, this may not be eligible for a refund.
• Third-Party Platform Orders: Orders placed through third-party delivery apps (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those respective platforms. Pequod's Pizza is not responsible for processing refunds for third-party orders.
• Special Event or Catering Orders: Non-refundable deposits made for catering or large-scale event orders are not refundable once preparation has commenced.

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

Follow these steps to submit a refund request to Pequod's Pizza:

1. Step 1 – Gather Your Order Information: Have your order confirmation number, the date and time of your order, the name on the account, and your payment method ready before reaching out.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or quality-compromised items. This documentation significantly helps us assess and resolve your claim quickly.
3. Step 3 – Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: freshpequods.digital
4. Step 4 – Provide Details: In your message or call, include the following:
   • Your full name and contact information
   • Your order number or confirmation details
   • A clear description of the problem
   • Any photographs or supporting documentation
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Receive Confirmation: Our team will acknowledge your request within 1 business day and provide an estimated resolution timeline.
6. Step 6 – Resolution: Upon review and approval, we will issue a refund, replacement, or store credit as deemed appropriate. You will be notified of the decision via the contact information you provided.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

7. Partial Refunds

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

• Only some items in your order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of your order.
• A delivery delay occurred, but the food remained in acceptable condition upon arrival.
• A promotional discount or coupon was applied to the order, and the refund will reflect the actual amount paid for the affected item(s).
• A catering or large order was partially prepared before cancellation was requested.

The amount of any partial refund will be calculated based on the price of the specific item(s) in question, including any applicable taxes associated with those items. Our customer service team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or the affected item(s) at no additional charge. This is often the fastest and most practical solution, especially for issues such as:

• Incorrect toppings or preparation
• Missing menu items
• Minor quality concerns that can be corrected by remaking the item

If you prefer a replacement rather than a refund, please indicate this when contacting our support team. Replacements are subject to availability and restaurant operating hours. We will do our best to accommodate replacement requests promptly, especially for issues identified shortly after delivery or pickup.

Please note that replacements are generally offered as an alternative to a refund and cannot be combined with a monetary refund for the same item unless an error occurred during the replacement process itself.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, due to the perishable nature of food products and the speed at which our kitchen operates, cancellations are subject to the following conditions:

9.1 Online and Phone Orders

• Cancellation Within 5 Minutes: If you cancel your order within 5 minutes of placing it and before food preparation has begun, you are entitled to a full refund.
• Cancellation After Preparation Has Begun: Once our kitchen team has begun preparing your order, cancellations will not be accepted, and no refund will be issued.

9.2 Scheduled / Pre-Orders

• For orders scheduled in advance, cancellations must be made at least 1 hour prior to the scheduled preparation time to qualify for a full refund.
• Cancellations made less than 1 hour before the scheduled time may result in a partial refund or store credit only.

9.3 Catering and Large Group Orders

• Catering orders require a deposit, which is non-refundable once confirmed.
• Full cancellation of catering orders must be made at least 48 hours before the scheduled delivery or pickup time to receive a partial refund of the remaining balance.
• Cancellations made within 48 hours of the catering event may not be eligible for any refund beyond the non-refundable deposit.

10. Dispute Resolution Process

If you believe a refund was incorrectly denied, or if you are dissatisfied with the resolution offered by our customer support team, you have the following options to escalate your concern:

10.1 Internal Escalation

Request to have your case reviewed by a senior member of our management team. You may do so by emailing [email protected] with the subject line: "Refund Dispute – Escalation Request." Please include your original case or ticket number and a summary of the issue. We will respond within 3 business days.

10.2 Consumer Protection Resources

As a business operating in the United States, Pequod's Pizza complies with all applicable federal and state consumer protection laws. If you feel your consumer rights have been violated, you may contact:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Your State Attorney General's Consumer Protection Office
• Better Business Bureau (BBB): www.bbb.org

10.3 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card company. Most issues can be resolved quickly and amicably through direct communication. However, if you do initiate a chargeback, we reserve the right to provide documentation of the transaction and our refund decision to the financial institution as part of the dispute process.

11. Consumer Rights Under U.S. Law

Pequod's Pizza respects and upholds all applicable consumer rights under United States federal and state law, including protections afforded by the Federal Trade Commission Act, which prohibits unfair or deceptive acts or practices in commerce. Our refund practices are designed to be transparent, fair, and compliant with all applicable regulations. Customers in California may also have additional rights under the California Consumer Protection Act and related state regulations.

12. Policy Amendments

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at freshpequods.digital with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. Our team is available to assist you and is committed to resolving your concern as efficiently as possible.

When reaching out, please include your order number, the date of your order, a description of the issue, and any supporting documentation (such as photographs) to help us process your request as quickly as possible.