Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Overview

This Refund Policy applies to all purchases made through our website pequodspizza.world, by phone, or in person at our establishment. By placing an order with Pequod's Pizza, you agree to the terms outlined in this policy. We are committed to resolving any issues related to your order promptly and professionally, in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

We understand that food-related purchases are time-sensitive and unique in nature. Our refund and exchange policies are designed to reflect the perishable nature of food products while still protecting your rights as a valued customer.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions are met:

• Your order was incorrect (i.e., you received a different item than what you ordered).
• Your food arrived in an unsatisfactory condition, including being undercooked, overcooked, or otherwise not meeting reasonable quality standards.
• Your order was not delivered within a reasonable time frame and was rendered unusable.
• You received a duplicate charge for a single order.
• Your order was confirmed by Pequod's Pizza but was never fulfilled or delivered.
• A documented allergen was present in your food despite specific allergy instructions being communicated at the time of ordering.

To be eligible for a refund, the following conditions must generally be satisfied:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide sufficient evidence of the issue (e.g., photos of the incorrect or unsatisfactory item, order confirmation number, receipt).
• The item(s) in question must have been purchased directly through pequodspizza.world, by phone, or at our physical location.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis at the sole discretion of Pequod's Pizza management. We strongly encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized orders that were prepared exactly as specified by the customer, including specific toppings, sauces, or crust preferences.
• Delivery fees, where delivery was successfully completed to the address provided by the customer.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item itself is defective or incorrect.
• Gift cards and store credits once they have been used or redeemed.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Grubhub, Uber Eats) — please contact the respective platform directly for refund assistance on those orders.
• Complaints based solely on personal taste preferences that were not communicated at the time of ordering (e.g., "I don't like the seasoning" when no special instructions were given).

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

To request a refund, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs of the item(s) in question and gather your order confirmation number, receipt, or any other proof of purchase.
2. Step 2 — Contact Us Promptly: Reach out to us as soon as possible using one of the contact methods listed in Section 11 of this policy. You can email us at [email protected] or visit our website at pequodspizza.world.
3. Step 3 — Submit Your Information: Provide the following details when contacting us:
   • Full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Supporting photos or documentation
   • Preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review and Response: Our customer service team will review your request and respond within 1–3 business days. We may ask for additional information if needed.
5. Step 5 — Resolution: Once your request is approved, we will process your refund, arrange a replacement, or issue store credit, depending on the agreed resolution. Refund processing times vary by payment method (see Section 6).

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on the original payment method used:

Please note that processing times may vary depending on your financial institution. Pequod's Pizza is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may be applicable when:

• Only a portion of your order was incorrect or unsatisfactory, while the remaining items were acceptable.
• The customer partially consumed the order before identifying the issue.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid.
• Delivery charges are non-refundable but the cost of the food item(s) is being refunded.
• The issue was partially caused by incorrect customer-provided information (e.g., incomplete customization instructions).

The amount of any partial refund will be determined at the discretion of Pequod's Pizza management based on the specific circumstances of the complaint. We will always strive to reach a fair resolution for all parties involved.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

8.1 Standard Orders

For standard individual orders placed online or by phone:

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• Once food preparation has commenced, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• Orders that have already been dispatched for delivery cannot be cancelled.

8.2 Catering and Bulk Orders

For large catering orders, events, or pre-scheduled bulk purchases:

• Cancellations made 72 hours or more before the scheduled order date are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled date are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled date are generally non-refundable, as ingredients and preparation will have already commenced.

9. Exchange Policy

In many cases, we prefer to resolve issues by offering a replacement rather than a refund. Our exchange policy is as follows:

• If you received an incorrect item, we will prepare and deliver (or make available for pickup) the correct item as soon as operationally possible.
• Exchanges are subject to availability of ingredients and kitchen capacity at the time of the request.
• If an exchange is not feasible (e.g., the restaurant is closed, the item is unavailable), we will offer store credit or a refund as an alternative.
• Replacement items will be provided at no additional charge when the original error was made by Pequod's Pizza.
• If the exchange is requested due to a customer preference change rather than an error on our part, additional charges may apply.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, we encourage the following escalation process:

1. Internal Escalation: Request that your complaint be escalated to a manager or senior customer service representative at Pequod's Pizza. You can do this by replying to your original email correspondence or by directly contacting us at [email protected] with the subject line "Escalated Refund Request."
2. Written Complaint: Submit a formal written complaint via email detailing the nature of the dispute, the resolution you are seeking, and any supporting documentation. We will respond to formal written complaints within 5 business days.
3. Chargeback via Payment Provider: If you paid by credit or debit card and believe you are entitled to a refund that we have not provided, you have the right to initiate a chargeback through your card issuer or bank. We encourage customers to contact us before initiating a chargeback, as many disputes can be resolved directly and more quickly through our internal process.
4. Consumer Protection Agencies: Customers in the United States also have the right to file complaints with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office. California residents may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal information used in transactions.

We are committed to resolving disputes amicably and in good faith. We value every customer relationship and will make every reasonable effort to reach a fair outcome.

11. Contact Information for Refund Requests

To submit a refund request, report an issue, or inquire about this policy, please contact us using the information below:

Our customer support team is available to assist you and will make every effort to respond to your inquiry within 1–3 business days. For urgent matters related to food safety or allergen concerns, please contact us immediately by phone or email.

12. Policy Amendments

Pequod's Pizza reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website at pequodspizza.world with a revised effective date. Your continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Consumer protection rights are also governed by the Federal Trade Commission Act and applicable state laws. Any disputes arising under this policy that cannot be resolved through our internal process may be subject to binding arbitration or resolved in a court of competent jurisdiction, as applicable.