Refund Policy

Effective Date: April 13, 2026 | Last Updated: April 13, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases, orders, and transactions made through our website pizzas-deweys.top or directly through our establishment. Please read this Policy carefully before placing an order. By completing a purchase, you acknowledge that you have read, understood, and agreed to the terms outlined below.

This Policy is established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and relevant state regulations governing food service businesses. Our goal is to handle all refund and exchange requests promptly, professionally, and equitably.

2. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the following details:

3. Eligibility Conditions for Refunds

We want every customer to have a great experience with Dewey's Pizza. A refund may be eligible under the following circumstances:

• Incorrect Order: You received a product that is different from what you ordered (e.g., wrong pizza size, toppings, or crust type).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Damaged or Tampered Product: The packaging arrived damaged, tampered with, or the food was otherwise compromised during delivery.
• Significant Delivery Delay: Your order arrived more than 60 minutes beyond the estimated delivery time provided at checkout, resulting in a substantially diminished product quality.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was never delivered, and confirmation of non-delivery can be reasonably established.

Refund eligibility will be assessed on a case-by-case basis at the discretion of Dewey's Pizza management, consistent with applicable consumer protection standards.

4. Timeframes for Refund Requests

To ensure a fair and efficient review process, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund, as food products are perishable and verifying claims becomes increasingly difficult over time. We encourage customers to contact us as soon as an issue arises.

5. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following items and circumstances are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the food has been prepared or dispatched.
• Custom orders that were prepared exactly as specified by the customer (e.g., specific toppings, dietary modifications you requested).
• Complaints based solely on personal taste preferences when the food was prepared correctly according to the order specifications.
• Promotional or discounted items, free add-ons, or complimentary products provided at no charge.
• Orders where the customer provided an incorrect delivery address, resulting in failed or delayed delivery.
• Delays caused by circumstances beyond our reasonable control, including severe weather, traffic incidents, or third-party delivery platform outages.
• Partial consumption of a product without a legitimate quality or safety complaint — if you consumed the majority of your order, a full refund may not be issued.
• Gift cards, loyalty points, or promotional credit purchased or redeemed through our platform.
• Delivery or service fees in cases where the food itself met the required standard.

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

Requesting a refund from Dewey's Pizza is straightforward. Please follow these steps to ensure your request is handled quickly and efficiently:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you become aware of the issue. You can contact us via email at [email protected] or through the contact form on our website at pizzas-deweys.top.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of the order, and the email address used when placing the order. This helps us locate your transaction quickly.
3. Step 3 — Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — describe what was wrong with the order, what you received versus what you ordered, and how the issue affected your experience.
4. Step 4 — Submit Supporting Evidence (if applicable): Where possible, attach photographs of the incorrect, damaged, or unsatisfactory food items. Photos significantly help us assess your claim and process your refund faster. Visual evidence is particularly important for food quality or packaging complaints.
5. Step 5 — Await Our Response: Our customer service team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once your claim has been reviewed and approved, we will notify you of the resolution method — which may include a full refund, partial refund, store credit, or replacement order, depending on the circumstances.

7. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below:

8. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will only be issued for the affected items.
• The order was partially consumed before the issue was identified — a proportional refund may be issued based on the portion that was unsatisfactory.
• Minor discrepancies in the order (such as a missing low-cost condiment or minor topping error) may result in a partial credit rather than a full order refund.
• Delivery was significantly late, but the food quality was still acceptable upon receipt — a partial refund or delivery fee credit may be issued.
• Promotional discounts applied to the original order will be factored into any partial refund calculation.

The amount of any partial refund will be determined at the discretion of Dewey's Pizza based on a fair assessment of the circumstances. We will always communicate clearly about the refund amount and the rationale before processing.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product in exchange for a different one) are generally not possible. However, Dewey's Pizza offers the following alternatives in lieu of a monetary refund in qualifying situations:

• Replacement Order: If your order was incorrect, significantly damaged, or of unacceptable quality, we may offer to remake and redeliver the correct order at no additional charge, subject to availability and business hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent or greater value to be used on a future order placed through pizzas-deweys.top.
• Complimentary Items: For minor order discrepancies, we may offer complimentary items or add-ons on your next order as a goodwill gesture.

Replacement orders are subject to the same delivery timeframes as new orders and are available only during normal operating hours. We cannot guarantee that replacement deliveries will be made outside of our standard service area or hours.

10. Cancellation Policy

We begin preparing your order almost immediately after it is confirmed. As a result, our cancellation window is narrow but clearly defined:

10.1 Orders Placed Online

• You may cancel your order for a full refund within 5 minutes of placing it, provided that preparation has not yet begun.
• If more than 5 minutes have elapsed since the order was placed, cancellation may not be possible, as the order is likely already in preparation.
• To request a cancellation, contact us immediately at [email protected] with your order number and the subject line "ORDER CANCELLATION REQUEST."

10.2 Orders Already in Preparation or Out for Delivery

• Once an order has entered the preparation phase, it cannot be cancelled for a full refund unless there is a legitimate quality or fulfillment issue as described in Section 3.
• Orders that are already dispatched for delivery cannot be cancelled.

10.3 Pre-Orders and Catering Orders

• Catering or large group orders may be cancelled with a full refund if notice is provided at least 48 hours before the scheduled fulfillment time.
• Cancellations made within 24–48 hours of a catering order may be eligible for a 50% refund, as ingredients and resources may already have been committed.
• Cancellations made less than 24 hours before a catering order are generally non-refundable, unless exceptional circumstances apply at our discretion.

11. Dispute Resolution Process

We are committed to resolving all customer concerns amicably. If you are dissatisfied with the outcome of a refund request, we encourage you to follow the dispute resolution process outlined below:

11.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request escalation to a senior member of our management team. Contact us at [email protected] with the subject line "REFUND DISPUTE — ESCALATION" and include your original case reference number (if provided). A senior team member will review your case within 3–5 business days and provide a final written decision.

11.2 Third-Party Mediation

If you remain unsatisfied after internal escalation, you may consider seeking resolution through:

• The Federal Trade Commission (FTC): You may file a complaint at www.ftc.gov. The FTC Act protects consumers against unfair or deceptive business practices.
• Your State Attorney General's Office: Most states provide consumer protection services through the Attorney General. Relevant contact information can be found on your state government's official website.
• Better Business Bureau (BBB): You may file a complaint or seek mediation services at www.bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card, you retain the right to dispute a charge with your issuing bank or financial institution. Please note that initiating a chargeback without first attempting to resolve the issue directly with us may affect your ability to use our services in the future.

11.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the state in which Dewey's Pizza operates. Any legal proceedings shall be conducted in the applicable jurisdiction.

12. Chargebacks and Fraudulent Claims

We take fraudulent activity seriously. All refund claims are reviewed carefully, and we maintain records of all orders, communications, and delivery confirmations. Customers who repeatedly abuse our refund policy may be restricted from future purchases.

13. Policy Updates

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at pizzas-deweys.top with an updated effective date. We encourage customers to review this Policy periodically. Continued use of our services following any changes constitutes acceptance of the revised Policy.

14. Summary Table

15. Contact Us

If you have any questions about this Refund Policy or would like to initiate a refund request, please do not hesitate to contact our customer support team. We are here to help and are committed to resolving your concerns promptly and fairly.

This Refund Policy was last updated on April 13, 2026. Dewey's Pizza operates in compliance with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act. This policy does not limit any rights you may have under applicable law.