Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

At Punch Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and we have established this Refund Policy to ensure that our customers are treated fairly and consistently.

This policy applies to all orders placed through our website (punchpizza-fresh.rest), by phone, or through any authorized third-party delivery platform associated with Punch Pizza. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions regarding this policy, please contact us directly using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

Punch Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Poor Food Quality: The food delivered was significantly below the standard quality expected, including but not limited to undercooked or overcooked food, foreign objects found in the food, or food that was spoiled or inedible upon receipt.
• Damaged Order: The order arrived in a condition that made it unfit for consumption due to mishandling during delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Failed Delivery: Your order was never delivered and was confirmed lost or undelivered by our team or a third-party delivery partner.

Refund eligibility is assessed on a case-by-case basis. Punch Pizza reserves the right to request supporting evidence such as photographs or order confirmation details before processing a refund.

3. Non-Refundable Items and Circumstances

The following situations and items are generally not eligible for a refund:

4. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the timeframes outlined below:

• Quality Issues or Incorrect Orders: Refund requests must be submitted within 2 hours of receiving your order. After this window, it becomes difficult to verify the quality or condition of food at the time of delivery.
• Missing Items: Claims for missing items must be submitted within 24 hours of the scheduled delivery or pickup time.
• Duplicate or Billing Errors: Billing discrepancy claims must be submitted within 7 business days of the transaction date.
• Failed Deliveries: If your order was never delivered, you must notify us within 24 hours of the expected delivery time.

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

Follow these steps to submit a refund request with Punch Pizza:

1. Step 1 — Review Your Order: Before contacting us, check your order confirmation email to verify what was ordered, the total amount charged, and the expected delivery details.
2. Step 2 — Gather Evidence: If your refund request relates to food quality, incorrect items, or damaged orders, take clear photographs of the food received. This documentation will support your claim.
3. Step 3 — Contact Us: Reach out to Punch Pizza using one of the following methods:
   • Email: [email protected]
   • Website: punchpizza-fresh.rest
4. Step 4 — Provide Required Information: When submitting your request, include the following details:
   • Full name and contact information
   • Order confirmation number or receipt
   • Date and time of order
   • Description of the issue (with photos if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions to process your claim.
6. Step 6 — Receive Resolution: Once your request has been reviewed and approved, you will be notified of the outcome and the refund will be processed according to the timelines stated in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to reach you will vary depending on your original payment method:

Please note that while Punch Pizza will process the refund on our end promptly, the final posting of funds to your account is subject to your bank or financial institution's processing timelines, which are outside of our control.

7. Partial Refunds

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

• Only a portion of your order was missing or incorrect (e.g., one item out of a multi-item order).
• The food quality issue affected only part of the order and the remainder was acceptable.
• A discount, coupon, or promotional code was applied to the original order, and the refund is calculated based on the actual amount paid for the affected item(s).
• The customer accepted part of the order at the time of delivery and reported issues only with specific items.

Partial refund amounts will be clearly communicated to the customer, along with a breakdown of the calculation before processing.

8. Exchange Policy

Given the perishable nature of our food products, traditional exchanges (returning and replacing an item) are handled differently from standard retail exchanges. Punch Pizza offers the following exchange options:

• Reorder at No Charge: If an incorrect or unsatisfactory item is reported within the eligible timeframe (see Section 4), we may offer to remake and re-deliver the correct item at no additional charge, subject to availability and delivery coverage in your area.
• Store Credit: If a remake or redelivery is not feasible, we will issue store credit equivalent to the value of the affected item(s), which can be used on a future order at punchpizza-fresh.rest.
• Menu Item Substitution: In cases where a specific menu item is unavailable, we may offer a substitution of equal or greater value with the customer's consent.

Exchanges or replacements are not available for orders that have been substantially consumed or for issues reported outside the applicable timeframes.

9. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh and begins production shortly after an order is confirmed, our cancellation window is limited.

9.1 Cancellations Before Order Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. Cancellations requested within 5 minutes of order placement and before preparation has begun are eligible for a full refund.

9.2 Cancellations After Preparation Has Begun

Once our kitchen staff has begun preparing your order, cancellations are generally not accepted. In such cases:

• No refund will be issued for the food items themselves.
• Delivery fees, if applicable, will not be refunded.
• At our discretion, store credit may be offered as a goodwill gesture in exceptional circumstances.

9.3 Cancellations Due to Punch Pizza's Fault

If Punch Pizza cancels your order for any reason — including kitchen capacity issues, ingredient unavailability, or technical errors — you will receive a full refund to your original payment method within the timeframes specified in Section 6.

9.4 Pre-Orders and Scheduled Orders

Pre-orders or scheduled orders may be cancelled with a full refund if cancellation is requested at least 2 hours before the scheduled preparation or delivery time. Cancellations made within 2 hours of a scheduled order may be subject to a partial refund or store credit only.

10. Dispute Resolution Process

Punch Pizza is committed to resolving all customer concerns amicably and efficiently. If you are dissatisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Review

You may request an internal review of your refund decision by contacting our team at [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include any additional evidence or information that was not provided in your initial request. Our team will re-evaluate your case and respond within 3 to 5 business days.

10.2 Chargeback Rights

Customers retain the right to initiate a chargeback through their bank or credit card provider if they believe a charge was unauthorized or if their dispute was not satisfactorily resolved by Punch Pizza. We encourage customers to contact us first, as chargebacks can delay resolution. However, we fully respect your rights as a consumer under United States federal and state law.

10.3 Consumer Protection Resources

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

• Federal Trade Commission (FTC): www.ftc.gov — under the FTC Act, which prohibits unfair or deceptive practices in commerce.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing or payment disputes.
• Your state attorney general's office or applicable state consumer protection agency.

10.4 Informal Resolution Encouraged

Before escalating any dispute to external authorities, we strongly encourage customers to contact Punch Pizza directly. In our experience, the vast majority of issues can be resolved quickly and fairly through open communication.

11. Special Circumstances

Punch Pizza recognizes that unusual situations may arise that are not explicitly covered by this policy. In such cases, our customer service team will review each situation individually and apply reasonable judgment to ensure a fair outcome. Special circumstances may include:

• Severe weather conditions affecting delivery timelines
• Allergic reactions or health concerns related to food consumed
• Technical failures on our website or payment platform resulting in double charges
• Large catering or group orders with quality or quantity issues

12. Policy Updates

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at punchpizza-fresh.rest with a revised effective date. Continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact Punch Pizza using the information below: