Refund Policy

Effective Date: May 30, 2026 | Last Updated: May 30, 2026

1. Overview and Commitment to Customer Satisfaction

At Pequod's Pizza, we take great pride in delivering high-quality food products and an outstanding dining experience to every customer. We understand that situations may arise where an order does not meet your expectations, is incorrect, or cannot be fulfilled as intended. This Refund Policy has been established to ensure that our customers are treated fairly, transparently, and in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

Our goal is to resolve any concerns quickly and efficiently. We encourage all customers to contact us as soon as possible following an issue with their order so that we can work toward an appropriate resolution. This policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as the procedures for submitting and processing such requests.

2. Eligibility Conditions for Refunds

Refund requests will be evaluated on a case-by-case basis. In order to be eligible for a refund, one or more of the following conditions must be satisfied:

• Incorrect Order: You received an order that does not match what was placed, including wrong items, incorrect toppings, or missing components.
• Food Quality Issue: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Non-Delivery: Your order was not delivered within a reasonable timeframe and was confirmed lost by our team or the delivery provider.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and that is linked to our platform.
• Significant Delay: Your order was delayed by more than a reasonable and communicated timeframe due to an error on our part, and the food arrived in an unacceptable condition as a result.
• Allergy or Dietary Error: You specified a dietary restriction or allergy at the time of ordering and the delivered food did not comply with those specifications, posing a potential health risk.

Pequod's Pizza reserves the right to request supporting documentation, including photographs of the received items, order confirmation numbers, and any other relevant information to process your refund request.

3. Timeframes for Refund Requests

To ensure a prompt and fair review of your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified. Late submissions will be reviewed at our sole discretion, and approval is not guaranteed.

4. Non-Refundable Items and Situations

Not all purchases qualify for a refund. The following items and circumstances are generally non-refundable:

• Consumed Orders: Food that has been substantially or fully consumed before a complaint is filed, unless there is a documented health concern.
• Change of Mind: Orders that have already been prepared or dispatched cannot be refunded due to a customer's change of preference or appetite.
• Customization Errors by Customer: If an incorrect item was ordered as a result of a customer's input error during the ordering process, a refund may not be issued. We encourage all customers to review their orders carefully before submission.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion, discount bundle, or using promo codes may have restricted refund eligibility, as specified at the time of purchase.
• Gift Cards and Credits: Purchased gift cards, store credits, or loyalty rewards are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms or independent delivery partners are outside of our direct control and are generally non-refundable through Pequod's Pizza.
• Force Majeure Events: Delays or non-deliveries caused by extreme weather conditions, natural disasters, public emergencies, or other circumstances beyond our reasonable control are not eligible for refunds, though we will make every reasonable effort to accommodate affected customers.

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

Follow these steps to submit a refund request with Pequod's Pizza:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
2. Step 2 — Contact Our Support Team: Reach out to us using one of the following channels within the applicable timeframe:
   • Email: [email protected]
   • Website: pequods-food.digital
3. Step 3 — Submit Your Request: In your communication, include the subject line "Refund Request — [Your Order Number]" and provide all supporting information gathered in Step 1. The more detail you provide, the faster we can process your request.
4. Step 4 — Await Acknowledgment: Our customer support team will acknowledge receipt of your request within 1–2 business days. We may follow up with additional questions or requests for documentation.
5. Step 5 — Review and Decision: Your case will be reviewed by our team, and a decision will be communicated to you within 3–5 business days of receiving all necessary information.
6. Step 6 — Resolution: If your refund is approved, it will be processed according to the payment method used and the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original method of payment. Please refer to the table below for estimated timelines:

Please note that while Pequod's Pizza initiates refunds promptly upon approval, the time for funds to appear in your account is subject to the policies and processing schedules of your financial institution or payment provider. We are not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a full refund may not be warranted, and a partial refund may be offered instead. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• The food experienced a minor quality issue that does not justify a full refund but warrants compensation.
• A delivery delay affected only part of the order's freshness or quality.
• The customer partially consumed the order before identifying an issue with a specific item.

The amount of a partial refund will be determined at the discretion of Pequod's Pizza based on the nature and extent of the issue, the cost of the affected item(s), and any applicable delivery fees. Customers will be notified of the partial refund amount before it is processed, and they may accept the resolution or request further review.

8. Exchange Policy

In lieu of a monetary refund, Pequod's Pizza may offer to replace or exchange an unsatisfactory item or order under the following conditions:

• The original issue was due to an error on our part (e.g., wrong item delivered, incorrect preparation).
• The replacement can be prepared and delivered or made available for pickup within a reasonable timeframe.
• The customer agrees to the exchange as a resolution to their complaint.

Exchanges will be fulfilled at no additional cost to the customer. However, if the replacement item requested is of a higher value than the original order, the customer may be asked to pay the difference. Exchanges are subject to menu availability and operating hours. If an exchange cannot be fulfilled for any reason, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

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

9.1 Online and Phone Orders

Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of the order being placed, provided that food preparation has not yet begun. After this window, cancellations may not be accepted, as our kitchen team begins preparing orders promptly upon receipt.

9.2 Orders Already in Preparation

If your order has already entered the preparation stage, cancellation may not be possible. In this case, we may offer a partial refund or store credit depending on the stage of preparation and the circumstances surrounding your request.

9.3 Orders Out for Delivery

Orders that are already out for delivery cannot be cancelled. If you experience an issue upon receipt, please refer to the refund request process outlined in Section 5.

9.4 Catering and Large Orders

For catering orders or large group orders, a cancellation notice of at least 48 hours in advance is required to receive a full refund. Cancellations made between 24 and 48 hours before the scheduled order time may receive a partial refund of up to 50%. Cancellations made less than 24 hours before are generally non-refundable due to the resources committed to fulfilling such orders.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Pequod's Pizza offers the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team by clearly stating your intent to escalate in your follow-up communication. Your case will be reviewed by a supervisor or manager, and a final decision will be communicated within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you retain the right to dispute a charge with your bank or credit card issuer in accordance with the Fair Credit Billing Act (FCBA) and applicable payment network rules. We encourage you to contact us directly before initiating a chargeback, as we are committed to resolving legitimate concerns without the need for third-party intervention.

10.3 FTC and Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's Attorney General office for further assistance. Pequod's Pizza is committed to full compliance with all applicable federal and state consumer protection regulations.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the state in which Pequod's Pizza operates. Any disputes that cannot be resolved informally shall be subject to binding arbitration or litigation in the appropriate jurisdiction, as applicable.

11. Amendments to This Policy

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at pequods-food.digital. Customers are encouraged to review this policy periodically. Continued use of our services following any updates constitutes acceptance of the revised terms.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer support team is ready to assist you: