Refund Policy

Effective Date: April 26, 2026  |  Last Updated: April 26, 2026

1. Overview

At Punch Pizza, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle each case fairly, promptly, and professionally.

This Refund Policy outlines the terms under which refunds, partial refunds, exchanges, and cancellations are processed. By placing an order with Punch Pizza — whether online through pizzapunch.rest, by phone, or in person — you agree to the terms described in this policy.

Our refund practices comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

Punch Pizza will consider a refund request valid and eligible under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or provided was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Failed Delivery: Your delivery order never arrived and was not returned to the restaurant or rescheduled.
• Significant Delay: Your order was delivered with an unreasonable and substantial delay beyond the communicated estimated time, and you no longer required the food.
• Unauthorized Transaction: A charge appeared on your payment method that you did not authorize.

Refund eligibility is evaluated on a case-by-case basis. Punch Pizza reserves the right to request photographic evidence or other documentation to verify the claim before processing any refund.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

The following items, purchases, and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized or special-request menu items where the preparation matched the customer's specifications.
• Dissatisfaction with taste or flavor preferences that are purely subjective (e.g., "I didn't like the taste"), provided the food was prepared correctly and safely.
• Orders where the customer provided an incorrect delivery address.
• Promotional, discounted, or complimentary items received as part of a special offer or loyalty program.
• Gift cards and prepaid credits once they have been redeemed or applied to an order.
• Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these are subject to the respective platform's refund policy.
• Refund requests submitted beyond the applicable deadlines listed in Section 3.
• Orders canceled after food preparation has already begun.

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

Requesting a refund from Punch Pizza is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 – Document the Issue: Take clear photographs or videos of the problem (e.g., incorrect item, missing items, food quality concern). This documentation is helpful and may be required for processing your request.
2. Step 2 – Contact Punch Pizza: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzapunch.rest
3. Step 3 – Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Review Process: Our team will review your request and documentation. We may contact you for additional information or clarification within 1–2 business days.
5. Step 5 – Resolution: Once your refund request has been reviewed and approved, you will receive a confirmation via email, and the refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to receive your refund will depend on the original payment method used:

Please note that while Punch Pizza processes refunds promptly upon approval, the actual posting of the refund to your account is subject to your bank or financial institution's processing time, which is beyond our control.

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 one or a few items in the order were incorrect or missing, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of the items ordered.
• A delivery delay caused minor inconvenience but the order was ultimately received and partially consumed.
• A discount or promotional price was applied to the order, and the refund is calculated based on the actual amount paid for the affected item(s).
• The customer contributed to the issue in part (e.g., provided incomplete address information causing partial delivery failure).

The amount of any partial refund will be communicated to the customer before processing, and customers may accept the partial refund or escalate the matter through our dispute resolution process (see Section 9).

8. Exchange Policy

Punch Pizza is pleased to offer exchanges for food orders under the following conditions:

• Incorrect Item Received: If you received the wrong item, we will prepare and deliver or make available the correct item at no additional charge, subject to availability.
• Food Quality Issues: If your food does not meet our quality standards, we will replace the item with a freshly prepared equivalent.
• Same-Day Exchanges Only: Exchanges must be requested on the same day as the original order. We cannot exchange food items the following day due to food safety and freshness standards.
• In-Store Exchanges: For in-store purchases, please speak with our staff or manager immediately upon identifying an issue, and we will resolve it on the spot.
• Delivery Exchanges: For delivery orders, please contact us via email at [email protected] or through our website to arrange for a replacement delivery or in-store pickup of your exchanged item.

9. Cancellation Policy

We understand that plans can change. Here is how our cancellation policy works:

9.1 Online and Phone Orders

• Cancellation Within 5 Minutes: Orders canceled within 5 minutes of placement and before food preparation has begun are eligible for a full refund.
• Cancellation After Preparation Begins: Once our kitchen team has begun preparing your order, cancellations may not be accepted, or only a partial refund may be offered at the discretion of management.
• Scheduled/Future Orders: Orders scheduled in advance may be canceled up to 1 hour before the scheduled preparation time for a full refund.

9.2 In-Store Orders

• In-store orders that have been placed at the counter and submitted to the kitchen cannot be canceled once food preparation has started.
• If there is an error in your order that was made by our staff, we will correct it or offer an appropriate remedy.

9.3 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), cancellations must be processed through that platform's application. Punch Pizza does not control the cancellation policies of third-party platforms, and any refund resulting from such cancellations is subject to the platform's terms and policies.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your concern was not addressed appropriately, Punch Pizza provides the following dispute resolution process:

1. Step 1 – Internal Escalation: Contact us again at [email protected], clearly indicating that you are escalating a dispute. Reference your original refund request number or order number. A senior member of our team will review your case within 2–3 business days.
2. Step 2 – Good Faith Negotiation: We will make every effort to resolve disputes amicably and in good faith. We may offer alternative remedies such as store credit, a complimentary order, a revised partial refund, or a full refund, depending on the circumstances.
3. Step 3 – Chargeback Process: If you remain unsatisfied after our internal resolution process, you have the right to contact your bank or credit card company to initiate a chargeback under the applicable payment network rules. Please note that initiating a chargeback without first attempting resolution through our process may affect your ability to use our services in the future.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection agency if you believe our practices violate consumer protection laws.
5. Step 5 – Legal Remedies: Nothing in this policy limits your right to pursue legal remedies available under applicable United States federal or state law.

11. Policy Changes

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzapunch.rest with the updated effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

12. Contact Information

For all refund requests, questions about this policy, or any other customer service inquiries, please contact us using the information below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters regarding food safety or health concerns, please contact us immediately via email.

This Refund Policy was last reviewed and updated on April 26, 2026, and is effective as of that date.