Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Introduction

This Refund Policy governs all purchases, orders, and transactions made through our website pequodspizzas.digital, by phone, or in person at any Pequod's Pizza location. By placing an order with us, you agree to the terms outlined in this policy.

We are committed to fair and transparent practices in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state-level consumer protection statutes.

If you have any questions about this policy, please do not hesitate to contact our customer support team at [email protected] before or after placing your order.

2. Eligibility Conditions for Refunds

To qualify for a refund, your situation must meet one or more of the following eligibility conditions:

• Incorrect Order: You received a pizza or food item that does not match what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was missing upon delivery or pickup, and you were charged for the missing items.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Allergen Concerns: You received an item containing an ingredient you specifically requested to be excluded due to a food allergy or dietary restriction, and this error was made on our part.
• Significant Delivery Delay: Your delivery order was significantly delayed beyond the estimated delivery time and the food arrived in an unacceptable condition as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment processing system.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup without explanation.

Refund eligibility is subject to review and verification by our customer service team. We reserve the right to request photographic or other evidence to support a refund claim.

3. Timeframes for Refund Requests

To ensure we can properly address your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to reach out regardless, as we will review each case individually and do our best to find a fair resolution.

4. Non-Refundable Items and Situations

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

• Orders where the customer changed their mind after the food has already been prepared.
• Food items that have been substantially consumed (more than half eaten) before a complaint is raised.
• Dissatisfaction based on personal taste preferences (e.g., "I didn't like how it tasted") when the item was prepared correctly per the order.
• Requests for refund based on promotions, coupons, or discounts that were not applied at the time of checkout — these must be addressed before finalizing the order.
• Delivery fees charged by third-party delivery partners (e.g., DoorDash, Uber Eats, Grubhub) — these must be addressed directly with the respective third-party platform.
• Tip amounts voluntarily added by the customer during checkout.
• Orders placed through third-party apps or platforms — all refund requests for such orders must be directed to the applicable platform.
• Delays caused by circumstances beyond our control, including but not limited to extreme weather, traffic conditions, or third-party courier failures.

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

Requesting a refund from Pequod's Pizza is straightforward. Please follow these steps:

1. Step 1 — Gather Your Information: Have your order confirmation number, the date and time of your order, and a description of the issue ready. If applicable, take clear photographs of the incorrect or unsatisfactory item.
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pequodspizzas.digital
3. Step 3 — Submit Your Claim: Provide your full name, order confirmation number, contact information, a clear description of the issue, and any supporting evidence (photos, screenshots, etc.).
4. Step 4 — Await Review: Our customer service team will review your claim within 2 business days. We may contact you for additional information if necessary.
5. Step 5 — Resolution: Once your claim is reviewed and approved, we will notify you of our decision and initiate the appropriate refund, credit, or replacement process.

6. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, the actual appearance of funds in your account is subject to the policies of your bank or financial institution. If you have not received your refund within the expected timeframe, we recommend contacting your bank first. If the issue persists, please reach out to us.

7. Partial Refunds

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

• 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.
• You partially consumed an item before discovering a quality problem, and the nature of the complaint warrants a proportional refund.
• A promotional discount was applicable to part of your order but was not correctly applied.
• An agreed-upon resolution between the customer and Pequod's Pizza results in partial compensation as a fair settlement.

The amount of any partial refund will be determined at the discretion of our customer service team, based on a fair assessment of the circumstances. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

In many cases where an order is incorrect or a food quality issue is identified, we are happy to offer a replacement rather than a monetary refund, provided:

• The issue is reported promptly (within the applicable timeframe noted in Section 3).
• The original item or a reasonable portion of it is available for inspection (where applicable).
• Preparation of a replacement is feasible given our kitchen's current capacity and operating hours.

Replacements will be prepared to the exact specifications of your original order. If you prefer a different item of equal or lesser value due to the nature of the issue (e.g., an allergy concern), we will accommodate that request where possible.

Please note that exchanges and replacements are offered at Pequod's Pizza's discretion and may not always be available as an alternative to a monetary refund.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the time-sensitive nature of food preparation:

9.1 Online and Phone Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund, provided preparation has not yet begun. Please call us or use the cancellation feature on our website immediately.
• After preparation has begun: Once our kitchen has started preparing your order, cancellations may not be accepted, and a refund may not be issued. We will assess each case individually.
• Delivery orders already dispatched: Once an order has been handed to a delivery driver or third-party courier, cancellations will not be accepted.

9.2 Catering and Group Orders

For large catering orders or group reservations, the following cancellation terms apply:

To cancel a catering or group order, please contact us directly at [email protected] as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises in connection with your order or transaction, we encourage the following resolution process:

10.1 Internal Resolution

As a first step, please escalate your concern by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our customer service team will review your case within 3 business days and provide a final response.

10.2 Chargeback Rights

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you were charged incorrectly or if your dispute cannot be resolved through our internal process. We ask that you allow us the opportunity to resolve the issue directly before initiating a chargeback, as this helps both parties avoid unnecessary delays and fees.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America and the state in which the applicable Pequod's Pizza location operates, without regard to conflict of law principles.

11. Special Circumstances

We recognize that extraordinary situations may arise that fall outside the standard parameters of this policy. In the event of:

• Health or safety concerns related to our food — please contact us immediately, and we will treat the matter with the highest priority. We take food safety extremely seriously.
• Documented allergic reactions caused by an error on our part — please seek medical attention first, then contact us. We will work with you to reach a fair and compassionate resolution.
• Technical errors on our website or payment platform — if you were charged for an order you did not intend to place, please contact us promptly and we will investigate and resolve the matter quickly.

12. Changes to This Refund Policy

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

13. Contact Us

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team using the information below: