Refund Policy

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

1. Introduction

At Punch Pizza, we are committed to delivering the highest quality food and customer experience. We understand that issues can occasionally arise with orders, and we want to ensure that every customer is treated fairly and with respect. This Refund Policy outlines the conditions under which refunds, exchanges, cancellations, and dispute resolutions are handled.

We take pride in our products and services. If for any reason you are not satisfied with your order, we encourage you to contact us as soon as possible so we can work toward a resolution that meets your expectations. Our goal is to ensure every customer leaves satisfied — whether they dine in, order for pickup, or request delivery.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) and relevant state laws. All refund requests are processed in accordance with these legal standards.

2. Eligibility Conditions for Refunds

Refunds at Punch Pizza are evaluated on a case-by-case basis. To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the designated timeframe outlined in Section 3 of this policy.
• You must provide your original order number, payment confirmation, and a detailed description of the issue.
• The issue must fall within one of the qualifying categories listed below.
• Proof of the problem (such as a photo of an incorrect or damaged item) may be required at the discretion of our team.

Qualifying Reasons for a Refund

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that differs significantly from what you ordered (e.g., wrong toppings, wrong size, wrong dish).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, or in an otherwise unacceptable condition that deviates from our quality standards.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Order Not Received: A confirmed delivery order was never received, and the issue has been verified by our team.
• Allergic Reactions Due to Error: If a food allergy was clearly noted at the time of ordering and was not accommodated, resulting in an adverse experience, we will review the claim thoroughly.

3. Timeframes for Refund Requests

Prompt reporting is essential for us to properly investigate and resolve your concern. The following timeframes apply:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or dispatched.
• Customized Orders: Items that were made exactly to your specific customization requests cannot be refunded unless there is a clear quality or accuracy issue.
• Partially Consumed Food: If a significant portion of the food has been consumed, a refund may not be granted unless a quality concern is identified.
• Delivery Fees: Delivery charges are generally non-refundable unless the order was entirely not delivered due to our error.
• Promotional or Discounted Items: Items purchased at a promotional price or through a special offer are non-refundable unless there is a documented quality issue.
• Digital Gift Cards or Credits: Once issued or redeemed, digital gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms. Punch Pizza cannot process direct refunds for orders placed via third-party services.

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

To ensure your refund request is processed quickly and efficiently, please follow these steps:

1. Step 1 — Gather Your Order Information
   Locate your order confirmation email or receipt. Note your order number, the date and time of your order, the items ordered, and the total amount charged.
2. Step 2 — Document the Issue
   If possible, take a clear photograph of the item(s) in question. This visual evidence significantly speeds up the review process and strengthens your claim.
3. Step 3 — Contact Punch Pizza
   Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzpunch.top
4. Step 4 — Submit Your Request
   In your message or submission, include: your full name, order number, contact information, a detailed description of the issue, and any photographic evidence you have collected.
5. Step 5 — Await Confirmation
   Our team will send you an acknowledgment of your request within 1 business day. We may follow up with additional questions to better understand your situation.
6. Step 6 — Resolution
   Once your case is reviewed and approved, we will notify you of the refund decision and initiate the appropriate resolution, which may include a full refund, partial refund, replacement, or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your funds depends on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Punch Pizza is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

In certain situations, only a partial refund may be issued. These cases include but are not limited to:

• Only one or a few items from a larger order were affected by a quality or accuracy issue, while the rest of the order was satisfactory.
• The refund request was submitted after the standard reporting window, but the issue is still deemed valid upon review.
• A portion of the food was consumed before the issue was identified.
• The issue reported does not fully meet the criteria for a complete refund but still warrants some form of compensation.

The amount of a partial refund will be determined by Punch Pizza management based on the specific circumstances of each case. We always aim to be fair and reasonable in our determinations.

8. Exchange Policy

As a food service business, traditional exchanges (replacing a product with a different product) are handled differently than in retail environments. Here is how our exchange process works:

• Incorrect Items: If you received the wrong item, we will prepare the correct item and arrange for it to be delivered or made available for pickup at no additional cost, subject to availability and operating hours.
• Quality Issues: If an item does not meet our quality standards, we may offer to remake the item at no charge. You may be asked to return the original item or provide photographic evidence.
• Substitutions: If a requested item is unavailable, our team will contact you to offer a suitable substitute before your order is finalized. You may accept, decline, or request a refund for that specific item.

Exchanges are subject to availability and must be requested within the same timeframes as refund requests. Exchanges are processed at the discretion of Punch Pizza staff and management.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the time-sensitive nature of food preparation:

Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us immediately after placing your order if you need to cancel.
• During Preparation: If your order is already being prepared, cancellation may not be possible, and a refund will not be guaranteed. We may offer store credit at our discretion.
• After Dispatch (Delivery Orders): Once a delivery order has been dispatched, it cannot be cancelled. Please contact us if there is an issue with your order upon receipt.

In-Store Orders

In-store orders that have been submitted to the kitchen cannot typically be cancelled. Please confirm all details of your order before submission to avoid complications.

Catering and Large Orders

For large group or catering orders, cancellations must be made at least 48 hours in advance to receive a full refund. Cancellations made between 24 and 48 hours before the order date may receive a 50% refund. Cancellations made less than 24 hours in advance are not eligible for a refund, but store credit may be offered.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, Punch Pizza offers the following dispute resolution process:

1. Internal Escalation: Request that your case be escalated to a senior manager or supervisor. Submit your escalation request via email to [email protected] with the subject line "Refund Dispute Escalation." Our management team will review your case within 3 business days.
2. Written Formal Complaint: If escalation does not resolve your concern, you may submit a formal written complaint. This complaint should include all correspondence, your order details, the resolution you received, and the resolution you are seeking.
3. Chargeback via Your Bank: If you believe you have been charged incorrectly and we have not resolved the issue satisfactorily, you have the right to initiate a chargeback through your bank or credit card provider. We encourage customers to attempt resolution with us before taking this step.
4. FTC and State Consumer Protection Agencies: As a business operating in the United States, Punch Pizza adheres to FTC guidelines and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint or contact your state's consumer protection office.

Punch Pizza is committed to resolving all disputes in good faith. We believe in transparent communication and aim to reach a fair resolution for every customer concern.

11. Special Circumstances

We recognize that extraordinary situations may arise. In cases involving severe weather, natural disasters, system outages, or other events beyond our control that may affect your order, Punch Pizza will work with affected customers on a case-by-case basis to find a fair and reasonable resolution. Please reach out to us directly to discuss such circumstances.

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 pizzpunch.top. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions about this policy, or any other customer service matters, please contact us using the information below. Our team is here to help and will respond to your inquiry as promptly as possible.