Refund Policy

Last Updated: May 6, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food and the satisfaction of our customers. This Refund Policy has been established to provide clear, fair, and transparent guidelines regarding refunds, cancellations, and exchanges for orders placed through our website, mobile platform, or any other ordering channel associated with Pequod's Pizza.

This policy applies to all customers within the United States and is governed by applicable federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as relevant state laws. If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

Pequod's Pizza will consider refund requests under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was significantly undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Food Safety Concerns: You have a reasonable and documented concern that the food you received poses a health or safety risk, including issues related to allergens that were clearly specified at the time of ordering.
• Order Not Delivered: A delivery order was confirmed and paid for but never arrived, and our delivery records confirm non-delivery.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical or processing error.

Refund requests must be made in good faith. Pequod's Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in violation of this policy. We may request photographic evidence or other documentation to support your claim.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the order was confirmed and preparation began.
• Customization requests (e.g., extra toppings, specific preparation instructions) that were clearly carried out as specified.
• Delivery fees and service charges, unless the non-delivery was confirmed to be our fault.
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verified quality issue.
• Gift cards, vouchers, or store credits that have already been redeemed.
• Orders that were consumed in full or substantially, with a complaint submitted after the fact without reasonable justification.
• Orders affected by circumstances beyond our control, including but not limited to extreme weather conditions, traffic delays, or other force majeure events that impacted delivery timelines.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.

4. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via:
   • Email: [email protected]
   • Website: eatpequodspizza.rest
2. Provide Your Order Details: Include the following information in your refund request:
   • Full name and contact information used when placing the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue or reason for the refund request
   • Payment method used
3. Submit Supporting Evidence: Where applicable, provide photographs of the incorrect, missing, or substandard items. This helps us review your case more efficiently and accurately.
4. Wait for Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Receive Our Decision: Once your request has been reviewed, we will notify you of our decision via email. If approved, we will initiate the refund process according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your payment method:

Please note that while we process refunds promptly on our end, the actual posting of funds to your account is subject to your bank or payment processor's policies and timelines, which are beyond our control. If you do not see your refund within the timeframe listed above, we recommend contacting your bank or payment provider directly.

7. Partial Refunds

In certain circumstances, Pequod's Pizza may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only some items in the order were incorrect or missing, while others were delivered correctly.
• The food quality issue affected only a portion of the order.
• An order was partially consumed before the quality issue was identified, but the concern is still deemed valid.
• A coupon, discount code, or promotional offer was applied to the order, and the refund is calculated based on the actual amount paid rather than the full retail price.
• Delivery was partially completed or significantly delayed, warranting a partial reimbursement of the delivery fee.

The amount of a partial refund will be determined at the sole discretion of Pequod's Pizza, based on the nature and extent of the issue reported. We will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Given the perishable nature of food products, traditional exchanges are generally not applicable. However, in certain cases, Pequod's Pizza may offer a replacement order as an alternative to a monetary refund. The following conditions apply:

• Replacement orders may be offered when the original issue is confirmed to be our error (e.g., wrong item delivered, missing item, significant quality defect).
• Replacements are subject to availability and may only be offered for orders placed at the same location.
• A replacement order will be provided at no additional charge to the customer.
• Customers may choose between a replacement order and a monetary refund at their discretion, where both options are deemed appropriate by Pequod's Pizza.
• Replacement orders cannot be combined with additional discounts or promotions unless explicitly authorized by our team.

To request a replacement, please follow the same process outlined in Section 5 and indicate your preference for a replacement rather than a refund.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately after placing your order if you wish to cancel.
• After Preparation Has Begun: Once our team has started preparing your order, cancellations may not be accepted, and refunds will not be issued for the food preparation cost. Delivery fees may be refunded at our discretion if the driver has not yet been dispatched.
• After Dispatch for Delivery: Orders that are already en route to your delivery address cannot be cancelled. If the order is subsequently undeliverable for reasons within our control, a full refund will be issued.

9.2 Advance or Pre-Orders

• Advance orders (such as catering or large group orders) may be cancelled with a full refund if cancellation is made at least 24 hours before the scheduled order time.
• Cancellations made less than 24 hours before a large or catering order may result in a partial or no refund, depending on the preparation costs already incurred.

To cancel an order, please contact us as soon as possible using the contact information provided in Section 11.

10. Dispute Resolution Process

Pequod's Pizza is committed to resolving all customer concerns in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund or cancellation request, the following dispute resolution process applies:

10.1 Internal Review

If your initial refund request is denied and you believe the decision was incorrect, you may request an internal review by contacting us at [email protected] and referencing your original request number. Please provide any additional documentation or evidence that supports your position. Our management team will review your case within 5 business days and provide a final decision.

10.2 Chargeback Rights

If you believe you have been charged incorrectly or that a refund you are entitled to has not been processed, you have the right to contact your bank or credit card issuer to initiate a chargeback under the terms of your cardholder agreement. We encourage customers to attempt to resolve disputes directly with us before pursuing a chargeback, as this allows us to address the issue more quickly and efficiently.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights under the Federal Trade Commission (FTC) Act, which protects against unfair or deceptive business practices. If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov or through the FTC's Consumer Response Center. Additionally, state-level consumer protection agencies may be available to assist you depending on your state of residence.

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. Any unresolved disputes may be subject to binding arbitration in accordance with applicable law, or resolution through a court of competent jurisdiction.

11. Contact Information for Refund Requests

For all refund, cancellation, exchange, or billing inquiries, please contact our customer support team using the information below. We strive to respond to all inquiries within 1–2 business days.

When contacting us, please have your order number, contact details, and a description of the issue ready to help us resolve your concern as quickly as possible.

12. Policy Updates

Pequod's Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at eatpequodspizza.rest with a revised "Last Updated" date. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our services after any modifications constitutes your acceptance of the updated policy.