Refund Policy

Effective Date: July 24, 2026 | Last Updated: July 24, 2026

At Pequod's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food, the accuracy of our orders, and the timeliness of our deliveries. However, we understand that issues can occasionally arise. This Refund Policy has been crafted to ensure a fair, transparent, and efficient process for addressing any concerns related to your purchase.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes. We are committed to complying with all relevant legal requirements and to treating every customer with respect and fairness.

1. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. In order to be considered eligible for a refund or partial refund from Pequod's Pizza, one or more of the following conditions must apply:

• Incorrect Order: You received an item or order that is materially different from what you placed. This includes wrong toppings, wrong crust type, wrong size, or entirely wrong menu items.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or provided was spoiled, undercooked, overcooked to the point of being inedible, or otherwise unacceptable in terms of food safety standards.
• Delivery Failure: Your order was confirmed and paid for, but was never delivered and was not made available for pickup, through no fault of your own.
• Duplicate Charge: Your payment method was charged more than once for a single order due to a system or processing error.
• Unauthorized Transaction: A charge was made to your account without your knowledge or authorization, and you report it within the required timeframe.
• Allergic or Dietary Violations: If you specified an allergy or dietary restriction during ordering and the item delivered did not comply with that specification, potentially causing harm or making the product unusable for you.

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

2. Timeframes for Refund Requests

Timely reporting is essential in the food service industry. Because food is a perishable product, we require that refund requests be submitted within specific timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as any issue is identified.

3. Non-Refundable Items and Situations

While we strive to accommodate all reasonable requests, the following items, situations, and circumstances are generally not eligible for refunds:

• Change of Mind: If you simply decide you no longer want the food after it has been prepared or delivered, we are unable to offer a refund.
• Consumed Orders: If a significant portion of your order has been consumed before a complaint is raised, refunds will typically not be issued unless a verifiable quality or safety issue is established.
• Customization Dissatisfaction: If you requested a custom pizza or menu item and are dissatisfied with how the customization turned out (without any error on our part), this does not qualify for a refund.
• Delivery Delays Due to External Factors: Delays caused by severe weather, traffic, natural disasters, or other circumstances beyond our control do not automatically qualify for a full refund, though partial accommodations may be offered.
• Promotions and Discounts: Items purchased with promotional codes, coupons, or special discounts are generally non-refundable unless a qualifying issue (such as wrong order) is present.
• Third-Party Delivery Platform Fees: If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), delivery fees and service charges collected by those platforms are subject to their individual refund policies, not ours.
• Digital Gift Cards or Credits: Once purchased and delivered digitally, gift cards and store credits are non-refundable.
• Catering Deposits: Deposits made for catering orders are non-refundable once food preparation has commenced.

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

To ensure your refund request is handled as quickly and efficiently as possible, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem. This includes images of incorrect items, missing items, damaged packaging, or food quality issues. Documentation greatly expedites the review process.
2. Step 2 — Gather Your Order Information: Have your order confirmation number, the date and time of the order, the total amount paid, and the payment method used ready before contacting us.
3. Step 3 — Contact Us Directly: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at newpequods-pizza.click. Please use the subject line: "Refund Request — Order #[Your Order Number]".
4. Step 4 — Provide a Description: In your message, provide a clear and concise description of the issue you experienced. Be specific about what was wrong, what you ordered, and what you received.
5. Step 5 — Attach Documentation: Attach any photographs, videos, or screenshots relevant to your claim. Include your proof of purchase (order confirmation email or receipt).
6. Step 6 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may reach out for additional information if needed.
7. Step 7 — Review and Resolution: Once we have all necessary information, we will review your claim and notify you of our decision — whether that is a full refund, partial refund, store credit, or denial of the request — within 3–5 business days.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to appear in your account depends on your original payment method:

Please be aware that while we process refunds promptly on our end, financial institutions and payment processors may have their own timelines, which are outside of our control. If you do not see your refund after the estimated timeframe has passed, we recommend contacting your bank or payment provider before reaching out to us.

6. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one topping was wrong on a multi-item order).
• The food quality issue affected only part of your order.
• A delivery delay occurred that significantly impacted the experience but the order was still received.
• You consumed part of the order before discovering the issue, making it impossible to assess the full scope of the complaint.
• A special promotion or discount was partially misapplied.

The amount of a partial refund will be determined based on the value of the affected items and the nature of the issue. Our team will communicate the proposed partial refund amount clearly and provide reasoning for the determination.

7. Exchange Policy

Given the perishable nature of food products, traditional exchanges — as you might find in a retail environment — are not always feasible. However, Pequod's Pizza does offer the following exchange options when applicable:

• Order Replacement: If your order was prepared incorrectly and the issue is reported within the required timeframe, we may offer to prepare and deliver or make available a corrected replacement order at no additional cost.
• Item Substitution: If a specific menu item is unavailable but was included in your order, we will contact you before fulfillment to arrange a suitable substitution or refund for that specific item.
• Store Credit in Lieu of Refund: In some situations, particularly where a full monetary refund is not possible, we may offer store credit of equal or greater value to be used on a future order at Pequod's Pizza.

Exchanges and replacements are subject to availability and geographic delivery constraints. Replacement orders will be treated as priority orders and expedited wherever possible.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while acknowledging that food preparation begins quickly after an order is placed.

8.1 Standard Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided food preparation has not yet commenced.
• Cancellation after 5 minutes but before preparation begins: Full refund may be issued at our discretion, depending on the status of the order in our system.
• Cancellation after preparation has begun: No refund will be issued for the cost of prepared food items. Any delivery fees collected may be refunded at our discretion.

8.2 Scheduled/Pre-Orders

• Scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time will be subject to a cancellation fee of up to 50% of the order value.

8.3 Catering Orders

• Catering orders cancelled more than 72 hours before the event: Full refund minus any non-recoverable supply costs already incurred.
• Catering orders cancelled between 24–72 hours before the event: 50% refund.
• Catering orders cancelled less than 24 hours before the event: No refund. The deposit and any payments made are forfeited.

To cancel an order, please contact us immediately at [email protected] or through the website. Cancellations must be communicated directly to Pequod's Pizza and cannot be processed through third-party platforms.

9. Dispute Resolution Process

In the event that you disagree with our refund decision or feel that your concern has not been adequately addressed, we encourage you to follow the dispute resolution steps below:

1. Step 1 — Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior manager or supervisor. Provide your case reference number if one has been assigned.
2. Step 2 — Formal Written Complaint: If your concern remains unresolved after escalation, submit a formal written complaint via email to [email protected] with the subject line: "Formal Dispute — [Your Name] — Order #[Number]". We will respond to formal disputes within 5 business days.
3. Step 3 — Chargeback through Your Bank: If you believe a charge was unauthorized or erroneous and we have not resolved the matter to your satisfaction, you have the right to dispute the charge with your credit card issuer or bank. We recommend attempting resolution with us first, as chargebacks can take significantly longer to process.
4. Step 4 — Consumer Protection Agencies: Customers in the United States may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their applicable state Attorney General's office if they believe their consumer rights have been violated.
5. Step 5 — Alternative Dispute Resolution: For disputes that cannot be resolved through internal channels, both parties agree to attempt resolution through good-faith mediation before pursuing any formal legal action. This process will be conducted in accordance with the laws of the United States and the applicable state jurisdiction.

10. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other billing and order-related concerns, please reach out to our dedicated 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 1–2 business days. For urgent matters, please indicate the urgency in the subject line of your email.

11. Policy Updates and Modifications

Pequod's Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at newpequods-pizza.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made.

We encourage all customers to review this policy periodically. Continued use of our website or placement of orders after any changes constitutes acceptance of the updated policy. If you do not agree with any modifications to this policy, please discontinue use of our services and contact us to resolve any outstanding concerns.

This Refund Policy is part of our broader legal framework, which also includes our Terms of Service and Privacy Policy, all available on our website.