Refund Policy

Effective Date: June 3, 2026 | Last Updated: June 3, 2026

1. Overview

At Punch Pizza, we are committed to delivering fresh, high-quality food and an outstanding customer experience with every order. We understand that issues may occasionally arise, and we want to make sure every customer feels heard and fairly treated. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are handled for orders placed through our website food-punchpizza.digital.

This policy has been developed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any relevant state-level regulations governing food service and e-commerce transactions. We encourage you to review this document thoroughly and contact us with any questions prior to placing your order.

2. Refund Eligibility Conditions

Refunds are evaluated on a case-by-case basis and are generally available when one or more of the following conditions are met:

• Incorrect Order: You received items that do not match your confirmed order — for example, the wrong pizza toppings, size, or quantity.
• Missing Items: One or more items from your order were not delivered or included in your pickup.
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Significant Delivery Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, rendering the food unsuitable for consumption.
• Order Duplication: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

To be eligible for a refund, you must report the issue within the applicable timeframe described in Section 3 of this policy. Punch Pizza reserves the right to request photographic evidence or other documentation to support a refund claim.

3. Timeframes for Refund Requests

Timely reporting is essential when submitting a refund request. Please review the following timeframes based on the type of issue:

Refund requests submitted outside these timeframes may be declined at the discretion of Punch Pizza. We strongly encourage customers to inspect their orders upon receipt and report any concerns immediately.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and the customization involved in each order, the following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Customer dissatisfaction based solely on personal taste preferences, provided the order was prepared correctly as specified.
• Customizations or special instructions that were clearly noted and correctly followed by our kitchen team.
• Delivery fees and service charges, unless the entire order qualifies for a full refund due to our error.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty program.
• Orders affected by customer-provided incorrect delivery addresses or inaccessible delivery locations.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts.
• Gift cards and vouchers, once purchased and redeemed.

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

Submitting a refund request with Punch Pizza is a straightforward process. Please follow the steps below to ensure your request is handled promptly:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items. Keep all packaging and receipts available for reference.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at food-punchpizza.digital.
3. Step 3 – Provide Order Details: Include your full name, order number, date and time of the order, the specific issue encountered, and any supporting photos or documentation.
4. Step 4 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Step 5 – Review and Decision: Once all necessary information has been gathered, our team will review your claim and notify you of the outcome within 3–5 business days.
6. Step 6 – Refund Issuance: If your refund request is approved, the refund will be processed using the original payment method within the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account will vary depending on your payment method:

Please note that while Punch Pizza processes refunds promptly upon approval, the actual posting time to your account depends on your financial institution and is outside of our direct control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was received in acceptable condition.
• The food quality issue affected specific items in a multi-item order, but other items were satisfactory.
• A delivery delay significantly impacted only part of your order (e.g., hot items arrived cold, but cold items were unaffected).
• A customer accepted a replacement or substitute item but was charged at a higher price due to a pricing error.

The amount of a partial refund will be calculated based on the value of the affected items, minus any non-refundable fees. Punch Pizza's customer support team will communicate the specific partial refund amount to you prior to processing.

8. Exchange Policy

Due to the perishable and customized nature of food products, direct exchanges are handled differently than in traditional retail settings. Where feasible, Punch Pizza may offer the following in lieu of or in addition to a monetary refund:

• Order Replacement: If an incorrect item was delivered, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operational feasibility at the time of the request.
• Store Credit: In cases where a replacement is not practical, we may offer store credit equal to the value of the affected items, which can be applied toward a future order.
• Complimentary Item: For minor inconveniences (such as a small missing side item), we may offer a complimentary item on your next order as a goodwill gesture.

Exchanges and replacements are evaluated on a case-by-case basis and are subject to kitchen availability, geographic service constraints, and the nature of the original issue. Customers will always be given a choice between a monetary refund (where eligible) and a store credit or replacement option.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through food-punchpizza.digital:

9.1 Pre-Preparation Cancellations

If you wish to cancel your order, please contact us as soon as possible. Cancellations requested before food preparation has begun are eligible for a full refund. Given the speed at which our kitchen team begins preparing fresh orders, this window is typically very short — generally within 5 minutes of order confirmation.

9.2 Cancellations During Preparation

If your order is already in preparation when you request a cancellation, a full refund may not be possible. In such cases, we will assess the stage of preparation and may offer a partial refund or store credit at our discretion.

9.3 Post-Dispatch Cancellations

Once an order has been dispatched for delivery, cancellations are generally not accepted, and refunds will only be issued if the food arrives in an unacceptable condition as described in Section 2 of this policy.

9.4 Scheduled Orders

For orders placed in advance with a scheduled delivery or pickup time, cancellations are accepted up to 1 hour before the scheduled time for a full refund. Cancellations made within 1 hour of the scheduled time will be subject to a cancellation fee of up to 25% of the order value to cover preparation costs already incurred.

10. Dispute Resolution Process

Punch Pizza is dedicated to resolving all customer concerns in a fair, timely, and transparent manner. If you are dissatisfied with the outcome of your refund request, the following dispute resolution steps are available to you:

1. Internal Review Request: You may request a secondary review of your refund decision by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include any additional documentation or context you believe was not considered in the initial review. Our team will reassess the decision within 5 business days.
2. Credit Card Chargeback: If you believe you have been charged incorrectly and are unable to resolve the matter directly with us, you have the right to contact your bank or credit card issuer to initiate a chargeback. We encourage customers to attempt resolution with us before pursuing this option, as we are committed to addressing legitimate concerns.
3. FTC Complaint: Consumers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if they believe a business has engaged in unfair or deceptive practices.
4. State Consumer Protection Agencies: Depending on your state of residence, you may also file a complaint with your state's consumer protection office or attorney general. Many states offer mediation services to help resolve disputes between consumers and businesses.
5. Alternative Dispute Resolution (ADR): For disputes that cannot be resolved through the above channels, both parties may agree to pursue non-binding mediation through a mutually agreed-upon third-party mediator before pursuing formal legal action.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by a range of federal and state laws that govern fair business practices. Relevant protections include:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive acts or practices in commerce. Punch Pizza is committed to transparent, honest communication regarding our products, pricing, and refund practices.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers regarding electronic payment transactions, including debit card purchases.
• Fair Credit Billing Act (FCBA): Allows credit card holders to dispute billing errors and unauthorized charges with their card issuer.
• State Consumer Protection Laws: Depending on your state, additional consumer protections may apply. We encourage you to familiarize yourself with the consumer protection laws in your state.

Nothing in this Refund Policy is intended to limit or waive any consumer rights you may have under applicable federal or state law.

12. Policy Updates

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at food-punchpizza.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team using the information below. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy is effective as of June 3, 2026, and applies to all orders placed through food-punchpizza.digital on or after this date.