Refund Policy

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

1. Overview

This Refund Policy applies to all orders placed through our website pequodspizzas.top, by phone, or in person at our location. By placing an order with Pequod's Pizza, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page with an updated effective date.

We are committed to ensuring that every customer receives the quality of food and service they deserve. If something goes wrong with your order, we want to make it right. Our refund process is designed to be straightforward, fair, and transparent.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• You received an incorrect item that was not what you ordered.
• Your food arrived in an inedible or significantly compromised condition (e.g., severely undercooked, contaminated, or containing foreign objects).
• Your order was never delivered or picked up due to an error on our part.
• You were charged an incorrect amount due to a billing or system error.
• Your order was significantly delayed beyond the estimated delivery or pickup time and you no longer wished to receive it.
• The food quality was materially different from what was described on our menu.

Refund eligibility is assessed on a case-by-case basis. Pequod's Pizza reserves the right to request photographic evidence or additional information to process your refund request. All refund decisions made by Pequod's Pizza are final unless a dispute is formally escalated as described in Section 10 of this policy.

2.1 Conditions That Do Not Qualify for a Refund

The following circumstances are generally not eligible for a refund:

• You changed your mind after the order was prepared or dispatched.
• You ordered the wrong item by mistake and the item was prepared as ordered.
• You have a personal dislike or preference for the food that was not related to quality or accuracy of the order.
• The issue was caused by incorrect delivery instructions you provided.
• The order was consumed entirely or largely before a complaint was made.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and resolved, please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, and we will do our best to find a fair resolution.

4. Non-Refundable Items and Services

The following items and services are non-refundable under any circumstances:

• Delivery fees: Delivery fees are non-refundable once the delivery process has commenced, unless the non-delivery was due to our error.
• Service charges and tips: Any service charges or gratuities added to your order are non-refundable.
• Promotional or discounted items: Items purchased using promotional codes or special discount offers may not be eligible for a cash refund but may qualify for store credit at our discretion.
• Catering deposits: Deposits made for catering or large group orders are non-refundable if canceled within 48 hours of the scheduled event.
• Gift cards and vouchers: Purchased gift cards and prepaid vouchers are non-refundable but may be transferred or used for future orders.

5. How to Request a Refund

We have made the refund request process as simple as possible. Please follow these steps to submit your request:

1. Contact Us Promptly: Reach out to our customer service team as soon as you identify the issue. You may contact us by:
   • Email: [email protected]
   • Website: pequodspizzas.top
2. Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation reference
   • Date and time of the order
   • Description of the issue
   • Any supporting photos or documentation (recommended)
3. Submit Your Request: Clearly state that you are requesting a refund and describe the reason in detail. If you have photographs of the issue (e.g., incorrect item, damaged food), please attach them to your email or message.
4. Wait for Confirmation: Our team will acknowledge your refund request within 1 business day and provide you with a reference number for tracking purposes.
5. Review and Decision: We will review your request and communicate our decision within 3 to 5 business days. If additional information is required, we will reach out to you directly.
6. Refund Processed: If your refund is approved, it will be processed according to the payment method used, as described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that while Pequod's Pizza processes refunds promptly upon approval, the actual time for funds to appear in your account may vary based on your bank or financial institution's policies. We are not responsible for any delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was acceptable.
• You consumed a significant portion of the food before raising a complaint.
• The issue you experienced was minor and did not materially affect the overall value of your order.
• A promotional discount was applied to the order and only the affected non-discounted portion qualifies for a refund.
• Delivery fees or service charges were appropriately earned and will not be included in a partial refund.

The amount of any partial refund will be determined at the discretion of Pequod's Pizza, based on a fair assessment of the situation. We will communicate the partial refund amount clearly and provide reasoning for the decision.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or provide an exchange. This option is available under the following conditions:

• The incorrect item was delivered, and we are able to prepare and deliver the correct item within a reasonable timeframe.
• The food was of poor quality, and we can re-prepare and deliver a replacement promptly.
• You prefer a replacement over a refund.

Exchanges are subject to availability of ingredients and operational capacity. If an exchange is not feasible due to time, distance, or other factors, a monetary refund or store credit will be offered instead.

If you choose a replacement/exchange, you must be available to receive the corrected order within our normal operating hours. Replacements are provided at no additional charge to you.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the nature of food preparation, cancellations must be made quickly after an order is placed.

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and before food preparation has started, you will receive a full refund.
• After Preparation Has Begun: Once your order has entered the preparation stage, we are unable to offer a cash refund. You may be eligible for store credit at our discretion.
• After Dispatch: Orders that have already been dispatched for delivery cannot be canceled. If the order is not delivered due to circumstances beyond your control, please contact us for assistance.

9.2 Catering and Large Group Orders

• Cancellations made more than 72 hours before the scheduled event will receive a full refund, minus any processing fees.
• Cancellations made between 48 to 72 hours before the event will receive a 50% refund.
• Cancellations made less than 48 hours before the event are non-refundable. In extenuating circumstances (e.g., natural disasters, medical emergencies), store credit may be offered at our discretion.

10. Dispute Resolution Process

We strive to resolve all refund-related disputes quickly and fairly. If you are not satisfied with our initial decision on your refund request, you have the right to escalate your concern through the following process:

1. Step 1 — Internal Escalation: Contact our management team directly at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Provide all relevant details and explain why you believe the initial decision was incorrect. Our management team will review your case within 5 business days.
2. Step 2 — Written Complaint: If you remain unsatisfied after internal escalation, you may submit a formal written complaint to our address. We will respond within 10 business days with a final decision.
3. Step 3 — Third-Party Mediation: If the dispute cannot be resolved internally, both parties may agree to engage a neutral third-party mediator to facilitate a resolution. Mediation costs will be shared equally unless otherwise agreed.
4. Step 4 — Consumer Protection Resources: As a consumer in the United States, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection agency if you believe your consumer rights have been violated. If you are located in California, you may also file a complaint pursuant to the California Consumer Privacy Act (CCPA/CPRA) or seek remedies under California's consumer protection laws.
5. Step 5 — Legal Action: If all other resolution methods are exhausted, either party may pursue legal remedies through the appropriate courts in the jurisdiction where Pequod's Pizza operates, in accordance with applicable United States law.

11. Consumer Rights Under U.S. Law

Pequod's Pizza operates in full compliance with applicable United States federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce.
• The Fair Credit Billing Act (FCBA), which provides protections for credit card billing disputes.
• State-specific food safety and consumer protection regulations applicable to the state(s) in which we operate.

Nothing in this Refund Policy limits or waives any rights you may have under applicable law. Your statutory rights as a consumer are always protected.

12. Policy Updates

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

13. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact our customer service team using the information below: