Refund Policy

At Punch Pizza, we are committed to delivering a satisfying dining and delivery experience with every order. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy explains your rights and our procedures regarding refunds, cancellations, partial credits, and dispute resolution. Please read this document carefully before placing an order through our website at punch-delivery.rest or through any affiliated ordering platform.

By placing an order with Punch Pizza, you acknowledge and agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act.

1. Our Commitment to Customer Satisfaction

Punch Pizza takes great pride in the quality of our food, the accuracy of our orders, and the reliability of our delivery service. We strive to ensure that every pizza, side dish, beverage, and meal we prepare meets our high standards of quality. However, we recognize that errors can occasionally occur, and we are dedicated to resolving any issues quickly and fairly.

If you are dissatisfied with your order for any legitimate reason — including food quality issues, incorrect items, missing items, or delivery problems — we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Punch Pizza, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered was undercooked, spoiled, or in an otherwise unacceptable condition that does not meet reasonable food safety or quality standards.
• Significant Delivery Delay: Your delivery was delayed by more than 60 minutes beyond the estimated delivery time provided at the time of ordering, and you no longer wish to receive the order.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was never delivered and cannot be confirmed as delivered by our records or delivery partner.
• Order Cancelled Before Preparation: You cancelled your order before it entered the preparation stage (see Section 8 for full cancellation terms).

Refund eligibility is assessed on a case-by-case basis by our customer support team. We reserve the right to request photographic evidence or additional information to verify your claim before processing a refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be honored. We strongly recommend contacting us immediately upon discovering an issue with your order.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order has been prepared or is out for delivery.
• Customization Errors by the Customer: If you made an error during the ordering process (e.g., selected the wrong toppings, wrong address, or wrong quantity), we cannot guarantee a refund once the order is prepared, though we will do our best to assist.
• Consumed or Mostly Consumed Orders: If the majority of your order has been consumed before a complaint is raised, a refund will generally not be issued.
• Delivery Address Errors: If a delivery fails because an incorrect address was provided by the customer, the order is non-refundable.
• Promotional and Free Items: Items provided as part of a promotion, discount, or loyalty program are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery apps (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those platforms. Please contact them directly for disputes related to those orders.
• Late Requests: Refund requests submitted beyond the timeframes specified in Section 3 above.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request with Punch Pizza:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of the order, and the items you ordered readily available.
2. Document the Issue: If applicable, take clear photographs of any missing items, incorrect items, or food quality issues. This documentation may be required to process your request.
3. Contact Us: Reach out to our customer support team using one of the contact methods listed below. Email is the preferred method for faster processing:
   • Email: [email protected]
   • Website: punch-delivery.rest
4. Provide Details: In your message, clearly describe the issue, include your order number, attach any supporting photographs, and specify the refund or resolution you are requesting (full refund, partial refund, replacement, or store credit).
5. Await Review: Our customer support team will review your request and may follow up with additional questions within 1–2 business days.
6. Resolution: Once your request is approved, we will process your refund, issue a store credit, or arrange a replacement as applicable. You will receive a confirmation email when your refund has been initiated.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate the refund promptly upon approval, the actual time for funds to appear in your account depends on your bank or payment provider's processing schedule. Punch Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of the items in your order were affected by a quality or accuracy issue.
• Some items were missing from your order but the majority of the order was delivered correctly.
• The order was delivered late, but you chose to accept it and only wish to be compensated for the inconvenience rather than receive a full refund.
• You have already consumed part of a meal but experienced a quality issue with a specific component (e.g., a side dish was incorrect but the pizza was correct).
• A promotional discount was applied at the time of ordering that affects the total refundable amount.

The amount of a partial refund will be determined by our customer support team based on a fair assessment of the situation. We may also offer store credit as an alternative to a monetary partial refund, at your discretion.

8. Cancellation Policy

Punch Pizza prepares your food fresh upon receiving your order, which means our cancellation window is very limited. Please review the following cancellation terms carefully:

8.1 Orders Placed Online or by Phone

• Cancellation Window: You may cancel your order within 5 minutes of placing it, provided the order has not yet entered the preparation stage.
• If the order has already begun preparation, cancellation may not be possible and a refund may not be issued.
• To request a cancellation, contact us immediately at [email protected] or by phone.

8.2 Scheduled Orders

• If you have placed a scheduled order (for a future time or date), you may cancel up to 30 minutes before the scheduled preparation time for a full refund.
• Cancellations made within 30 minutes of the scheduled time may not be honored.

8.3 Cancellations by Punch Pizza

Punch Pizza reserves the right to cancel any order at our discretion due to circumstances such as:

• Ingredient unavailability
• Store closure due to weather, equipment failure, or other emergencies
• Inability to fulfill the delivery to the specified address
• Suspected fraudulent activity

In the event that Punch Pizza cancels your order, you will receive a full refund to your original payment method within the standard processing timeframe specified in Section 6.

9. Exchange Policy

Because our products are perishable food items, traditional exchanges are handled differently than retail goods. Punch Pizza's exchange policy works as follows:

• Incorrect Items: If you received the wrong item(s), we will arrange for a replacement order to be prepared and delivered at no additional charge, subject to availability and reasonable delivery constraints.
• Replacement vs. Refund: In many cases, we may offer a replacement item rather than a monetary refund, particularly for minor order inaccuracies. You have the right to request a monetary refund instead.
• Redelivery: If a replacement delivery is arranged, standard delivery timeframes apply. We will do our best to prioritize your replacement order.
• No Physical Returns: We do not require or accept the return of food items. Under no circumstances should you return food to our store for an exchange or refund.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request, you have the right to escalate your concern through the following process:

Step 1: Internal Review

Contact our customer support team at [email protected] and request an escalated review of your case. Please reference your original refund request number or order number. A senior member of our team will review your case within 3–5 business days and provide a final internal decision.

Step 2: Chargeback / Payment Dispute

If you believe you have been wrongfully charged and are unable to resolve the issue through our internal process, you have the right to dispute the charge with your bank or credit card issuer. We encourage you to exhaust our internal resolution process first, as chargebacks can take significantly longer to resolve.

Step 3: Consumer Protection Agencies

Consumers in the United States have the right to file complaints with applicable consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — for state-level consumer protection issues
• Better Business Bureau (BBB): www.bbb.org

Step 4: Legal Remedies

Nothing in this Refund Policy limits your rights under applicable federal or state law, including rights available under the FTC Act or your state's consumer protection statutes. You retain all rights to pursue legal remedies available to you under United States law.

11. Fraud Prevention

Punch Pizza takes fraudulent refund requests seriously. We monitor refund patterns and reserve the right to refuse refund requests from customers who abuse our refund policy or make repeated claims that cannot be substantiated. Accounts suspected of fraudulent activity may be suspended or permanently banned from our platform. Any attempt to obtain a refund through dishonest means may be reported to relevant authorities.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at punch-delivery.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, order issues, or questions regarding this policy, please contact Punch Pizza using the information below:

Our customer support team is available to assist you and strives to respond to all inquiries within 1–2 business days. We are committed to resolving your concerns fairly, promptly, and professionally.