Refund Policy

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 adjustment is necessary. This Refund Policy outlines our procedures, eligibility requirements, and guidelines for refund requests. Please read this policy carefully before placing an order.

By placing an order through our website at punchpizza-cafe.click or at our physical location, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please do not hesitate to contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Punch Pizza takes pride in serving freshly prepared pizza and food items made with quality ingredients. Because food is a perishable product that is prepared to order, our refund policy is structured to balance customer satisfaction with the operational realities of a food service business. We strive to resolve every complaint or concern fairly and promptly.

We encourage all customers to review their orders carefully before submission and to contact us immediately if any issue arises with their food or service experience.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong size, wrong toppings, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was demonstrably undercooked, overcooked, spoiled, or otherwise did not meet reasonable food quality standards.
• Foreign Objects: If a foreign object was found in the food, a full refund or replacement will be provided immediately upon verification.
• Allergic Reaction Due to Mislabeling: If you experienced an adverse reaction due to an allergen that was not disclosed or was incorrectly listed, you may be eligible for a refund. Please also seek medical attention immediately.
• Duplicate Charges: If you were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: If a delivery order was never received and there is no evidence of a delivery attempt to the correct address.
• Order Cancelled Before Preparation: If you cancel your order before our kitchen begins preparation, you are eligible for a full refund.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be honored. We reserve the right to make exceptions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Situations

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

• Orders where the customer provided an incorrect delivery address.
• Food items that have been substantially consumed before a complaint is made (more than 50% eaten).
• Requests based solely on personal taste preference or dietary choices not communicated at the time of ordering.
• Delays caused by third-party delivery services beyond our direct control, where the food was confirmed delivered.
• Promotional or discounted items marked as non-refundable at the time of purchase.
• Gift cards or store credit once issued and used.
• Catering deposits for confirmed bookings that are cancelled less than 48 hours before the event.
• Requests made after the applicable refund window has expired.

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

To request a refund, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation number
   • The date and time the order was placed
   • The name on the order
   • A description of the issue (what went wrong)
   • Photographic evidence if applicable (incorrect item, quality issue, foreign object)
2. Step 2 — Contact Us: Submit your refund request through one of the following methods:
   • Email: Send a detailed message to [email protected] with the subject line "Refund Request – [Your Order Number]".
   • Website: Visit punchpizza-cafe.click and use the contact or support form available on the site.
3. Step 3 — Review Process: Our customer service team will review your request and may ask for additional information or evidence. Please respond promptly to any follow-up inquiries to avoid delays.
4. Step 4 — Decision Notification: We will notify you of the outcome of your refund request within 2 to 5 business days of receiving all necessary information.
5. Step 5 — Refund Issuance: If your request is approved, your refund will be processed according to the payment method used and the processing timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear on your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider controls the actual time it takes for the funds to appear in your account. If you have not received your refund within the stated timeframe, please first check with your bank or card issuer before contacting us.

7. Partial Refunds

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

• Only some items in an order were incorrect or missing, while the remainder of the order was correct and satisfactory.
• A food quality issue affected part of the order but not the entire order.
• An order was partially consumed before the issue was reported (reasonable consumption considered).
• A promotional discount was applied to the original order; refunds in such cases will be calculated based on the discounted price paid.
• Delivery fees may not be refunded if the delivery was successfully made but there was an issue with only a portion of the food items.

The amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported.

8. Exchange and Replacement Policy

In many cases, we may offer a replacement item or a store credit as an alternative to a monetary refund. Replacements are subject to the following conditions:

• Replacements are available for orders placed directly through punchpizza-cafe.click or in-store.
• For delivery orders, a replacement item will be dispatched as quickly as possible depending on kitchen capacity and delivery availability at the time of the complaint.
• For in-store orders, a replacement item will typically be prepared immediately.
• If a replacement cannot be provided within a reasonable timeframe, a full or partial monetary refund will be offered instead.
• Store credit issued as a replacement will be valid for 90 days from the date of issuance and can be used on any future order at Punch Pizza.

We believe that in most cases, a fresh replacement is the most satisfying resolution. However, the final choice between a replacement and a refund is yours to make.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparation (typically within 5 minutes of placing your order), you will receive a full refund.
• During Preparation: If your order is already being prepared when you request a cancellation, we may offer a partial refund or store credit. A full monetary refund cannot be guaranteed once preparation has begun.
• After Preparation or Dispatch: Orders that have already been prepared or are out for delivery cannot be cancelled. No refund will be issued in such cases unless there is a verifiable quality or accuracy issue upon receipt.

9.2 Catering and Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled event will be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the event will not be eligible for a monetary refund. Store credit may be offered at our discretion.
• Any deposits paid for catering orders are non-refundable if the cancellation occurs within 24 hours of the event.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team. Please email [email protected] with the subject line "Escalated Dispute – [Your Order Number]" and a full description of your complaint and the resolution you seek. We will respond within 3 to 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank. This is known as a chargeback. We ask that you first attempt to resolve the issue directly with us before initiating a chargeback, as this allows us to address your concern more efficiently. Under the Fair Credit Billing Act (FCBA) and applicable federal consumer protection laws enforced by the Federal Trade Commission (FTC), you retain certain rights regarding unauthorized or incorrect charges.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs.

10.4 Informal Mediation

Prior to any formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation for a period of at least 30 days from the date the dispute is formally communicated in writing to [email protected].

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request may need to be handled directly through that platform. Punch Pizza has limited ability to issue refunds for orders placed and paid through third-party services, as the payment transaction occurs between you and the delivery platform.

We recommend consulting the refund and support policies of the applicable delivery platform. However, if the issue is related to food quality or accuracy that is clearly the responsibility of our kitchen, please contact us directly and we will work with the platform on your behalf where possible.

12. Fraudulent Refund Claims

Punch Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. If we detect a pattern of refund abuse, we reserve the right to refuse future orders from the associated account or contact information. Fraudulent chargeback claims may be disputed by us with your financial institution, and we reserve all legal rights in such cases.

13. Modifications to This Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. It is your responsibility to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund inquiries, please contact us using the information below. We are committed to responding to all inquiries within 1 to 2 business days.

When contacting us, please include your order number, date of order, and a clear description of your issue. Attaching any supporting documentation or photographs will help us resolve your request as quickly as possible.