Refund Policy

At Punch Pizza, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, and exchanges for all purchases made through our website pizzasspunchs.click or directly at our location. Please read this policy carefully before placing your order.

1. General Overview

This Refund Policy applies to all food orders, catering services, gift cards, and promotional purchases made with Punch Pizza. By placing an order with us, you acknowledge and agree to the terms set forth in this policy. Our practices are governed by applicable United States consumer protection laws, including guidelines set by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state regulations where applicable.

Because our products are perishable food items prepared fresh upon order, our refund policy is structured to be fair to both our customers and our business operations. We encourage all customers to review their orders carefully before submission and to contact us promptly if any issues arise.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is substantially different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Quality Issues: The food was delivered in an unsatisfactory condition, such as being undercooked, overcooked, or otherwise not meeting reasonable food quality standards.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Allergic Reactions Due to Mislabeling: If an ingredient you specifically requested to be excluded was included, resulting in a documented allergic reaction, you may be eligible for a full refund and additional remediation.
• Duplicate Charges: If your payment method was charged more than once for the same order due to a technical error.
• Failed Delivery: If your order was confirmed and paid for but was never delivered through no fault of your own.
• Order Cancellation Before Preparation: If you cancel your order before it has entered the preparation stage (see Section 8 for cancellation details).

Refunds will not be issued based solely on personal taste preferences, changes of mind after preparation has begun, or issues caused by incorrect information provided by the customer at the time of ordering.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored, as we may be unable to verify the condition of the food or investigate the issue effectively. We strongly encourage prompt communication when a problem arises.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds:

• Completed and consumed orders: Once a food item has been fully consumed, refund eligibility is significantly limited unless a documentable quality issue exists.
• Change of mind: We do not issue refunds because you changed your mind about your order after preparation has begun.
• Customized orders: Heavily customized items made exactly to your specifications are not refundable unless a preparation error occurred on our part.
• Delivery fees: Delivery charges are generally non-refundable unless the failed delivery was entirely our fault.
• Tips and gratuities: Any tips added at checkout are non-refundable.
• Promotional items obtained for free: Complimentary items provided as part of a promotion are not subject to refund.
• Gift cards (after use): Once a gift card balance has been applied to a purchase, that portion cannot be refunded to the original payment method.
• Orders affected by customer error: If you provided an incorrect delivery address, selected the wrong items, or provided inaccurate allergy information, we reserve the right to deny the refund request.

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

If you believe you are entitled to a refund, please follow these steps to ensure your request is processed as quickly as possible:

1. Gather Your Information: Have your order number, date and time of purchase, and a description of the issue ready. If possible, take clear photographs of the food, packaging, or receipt.
2. Contact Us Promptly: Reach out to our customer support team within the applicable timeframe using one of the contact methods listed below. Email is preferred for documentation purposes.
3. Provide Details: In your message, include your full name, order number, the item(s) in question, a clear description of the issue, and any supporting photographs.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1 business day and may ask follow-up questions to investigate the matter thoroughly.
5. Review and Decision: We will review all submitted information and make a determination within 3–5 business days. You will be notified of the outcome via email.
6. Refund Issuance: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 6.

6. 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 note that processing times may vary depending on your financial institution. Punch Pizza is not responsible for delays caused by banks or payment processors after we have initiated the refund on our end. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may be granted include:

• Only one or a few items in a multi-item order were incorrect or missing (refund applies only to those specific items).
• The food item was partially consumed before the issue was discovered, making a full refund unreasonable.
• A quality issue affected only part of the order (e.g., one pizza was fine, but another was not prepared correctly).
• A promotional discount was applied to the original order, and the refund amount will reflect the actual amount paid for the item rather than the full menu price.
• Delivery was successful but significantly delayed, entitling the customer to a partial refund or store credit at management's discretion.

Partial refund amounts will be communicated to you clearly before processing. You may choose to accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Cancellation Policy

We understand that plans change. Below is our policy regarding order cancellations:

8.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. This window is typically within 5 minutes of placing the order, as our team begins preparation quickly.
• After Preparation Has Begun: Once your order is in preparation, we cannot guarantee a full refund. We may offer a partial refund or store credit at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched cannot be cancelled. No refund will be issued in this case unless the delivery fails entirely.

8.2 Catering and Large Group Orders

• More than 48 hours before the scheduled event: Full refund issued.
• 24–48 hours before the scheduled event: 50% refund issued; the remaining 50% covers ingredient and preparation costs already incurred.
• Less than 24 hours before the scheduled event: No refund available, as ingredients will have been purchased and preparation will have begun.

To cancel an order, please contact us immediately using the contact information in Section 11.

9. Exchange Policy

Due to the perishable nature of our food products, we do not offer traditional exchanges. However, if you received an incorrect item, we will arrange one of the following remedies:

• Replacement Item: Where feasible and within a reasonable distance, we will send the correct item to you at no additional charge.
• Store Credit: If a replacement is not possible (e.g., due to distance or time of day), we will issue store credit equivalent to the value of the incorrect item for use on a future order.
• Full Refund: If neither a replacement nor store credit is acceptable to you, a full refund for the incorrect item will be processed.

Exchanges or replacements are subject to availability and our operating hours. We reserve the right to determine the most appropriate remedy based on the specific circumstances of each case.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to utilize the following dispute resolution steps:

Step 1: Internal Escalation

Contact us again and request that your case be escalated to a senior manager. Provide all previous correspondence, your order number, and the reason for your dissatisfaction. A senior team member will review your case within 3 business days.

Step 2: Written Formal Complaint

If the internal escalation does not resolve the matter, you may submit a formal written complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." We will respond with a final written decision within 7 business days.

Step 3: External Consumer Resources

If you remain unsatisfied after exhausting our internal processes, you have the right to contact the following external bodies:

• Federal Trade Commission (FTC): File a complaint at www.ftc.gov regarding unfair or deceptive business practices.
• Your State Attorney General's Office: Most states have a consumer protection division that handles food service and commerce disputes.
• Better Business Bureau (BBB): File a complaint at www.bbb.org.
• Credit Card Chargeback: If you paid by credit card, you may contact your card issuer to initiate a chargeback, though we prefer to resolve disputes directly whenever possible.

11. Contact Information for Refund Requests

To initiate a refund, submit a complaint, or ask questions about this policy, please contact us using the following details:

12. Policy Updates

Punch Pizza reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website or placement of orders after any changes constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Consumer rights under the FTC Act and applicable state consumer protection statutes are preserved and not waived by this policy. Nothing in this policy limits your statutory rights as a consumer under applicable law.