Refund Policy

Effective Date: July 5, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering a high-quality dining experience and ensuring our customers are satisfied with every order. We understand that issues can occasionally arise, and we want to make the resolution process as straightforward and transparent as possible. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the procedures to follow when requesting a refund, and the timeframes you can expect throughout the process.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. We encourage you to read this policy carefully before placing your order. If you have any questions, please reach out to us using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your order or complaint must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items included in your order were not delivered or not included in your pickup order.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards for a food service establishment.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to an ingredient that was not disclosed at the time of ordering, and you had previously communicated your dietary restriction or allergy.
• Duplicate Charges: You were charged more than once for a single transaction.
• Failed or Incomplete Delivery: Your delivery order was never received and cannot be verified as delivered by our delivery records or third-party delivery tracking.
• Technical Errors: A technical error on our website (pequods-cafe.top) resulted in an incorrect charge or unintended order placement.

Refund requests that do not fall within these categories will be reviewed on a case-by-case basis at the sole discretion of Pequod's Pizza management.

3. Timeframes for Refund Requests

We require that all refund requests be submitted within a reasonable timeframe to allow us to investigate the issue properly. The following timeframes apply:

Requests submitted outside of these timeframes may be denied. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued because you changed your mind about your order after it has been prepared or is in transit.
• Customization Errors Made by the Customer: If you provided incorrect customization instructions (e.g., wrong topping selection) when placing your order, we are not responsible for the outcome.
• Fully Consumed Orders: Refunds will not be provided for food that has been fully consumed before a complaint is raised, except in cases involving genuine food safety concerns.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion, at a deep discount, or through a coupon code may have limited or no refund eligibility unless a qualifying defect is identified.
• Delivery Fees: Delivery fees are generally non-refundable unless the delivery was entirely failed or the error was on our part.
• Tips and Gratuities: Tips applied at checkout are not refundable under any circumstances.
• Gift Cards and Store Credits: Once a gift card or store credit has been purchased and issued, it is non-refundable but remains redeemable for future use in accordance with applicable law.

5. How to Request a Refund (Step-by-Step)

Requesting a refund from Pequod's Pizza is a simple process. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 – Gather Your Information: Before contacting us, make sure you have the following details ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time the order was placed
   • Description of the issue you experienced
   • Photos or documentation supporting your claim (strongly recommended)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequods-cafe.top
3. Step 3 – Submit Your Request: Clearly explain the nature of your issue and provide all relevant information gathered in Step 1. Attach any photos or documentation that can help us evaluate your claim.
4. Step 4 – Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your submission and may follow up with additional questions.
5. Step 5 – Resolution: Once your request has been reviewed and approved (or partially approved), we will notify you of the outcome and initiate the refund, credit, or replacement as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will vary depending on your original payment method. The following estimates apply:

Please note that Pequod's Pizza is not responsible for additional delays caused by your bank or financial institution. If your refund has not appeared within the estimated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

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

• Only specific items in a multi-item order were incorrect, missing, or unsatisfactory, and the remainder of the order was received and acceptable.
• A complaint is submitted outside the standard timeframe but still within a reasonable window where some investigation is possible.
• Photographic or other evidence supports a partial defect (e.g., one pizza was undercooked while the rest of the order was satisfactory).
• The customer partially consumed the order before identifying an issue, and the issue is verifiable and not entirely attributable to personal preference.

The amount of a partial refund will be determined at the discretion of our management team, based on the documented value of the affected items and the specific circumstances of the complaint.

8. Exchange Policy

Where a refund is not the most appropriate resolution, Pequod's Pizza may offer a replacement or exchange under the following terms:

• Incorrect Items: If you received a wrong item, we will prioritize offering a replacement of the correct item, subject to availability and reasonable timing for delivery or pickup.
• Defective Food Items: In cases of undercooked or spoiled food, we may offer to replace the item at no additional cost to you. Replacement requests must be made promptly, ideally within 1–2 hours of receiving the original order.
• Equivalent Exchange: Replacements will be of equal or comparable value to the original item ordered. Upgrades are not guaranteed.
• No Double Refund and Exchange: You may not receive both a refund and a replacement for the same item or order. You will be asked to choose between the two resolutions.

Exchanges are subject to restaurant operating hours and item availability. We cannot guarantee that all items will be available for immediate replacement at all times.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our customers and our kitchen staff, who begin preparing orders promptly after receipt.

9.1 Online Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• If more than 5 minutes have passed since the order was placed, cancellations may not be accepted, as preparation is likely underway.
• To cancel an order, contact us immediately at [email protected] or via the website at pequods-cafe.top.

9.2 Pre-Orders and Catering Orders

• Pre-orders or catering orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled pickup or delivery time.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours in advance will generally not be eligible for a refund, as significant preparation costs will have already been incurred.
• Exceptions may be considered in cases of documented emergencies (e.g., medical emergency, severe weather event). Supporting documentation may be required.

9.3 In-Store Orders

In-store orders cannot be cancelled once placed with the cashier, as food preparation begins immediately. If there is an issue with your in-store order after receipt, please speak with a manager on duty.

10. Dispute Resolution Process

If you are not satisfied with the resolution we have provided, or if you believe your refund request has been unfairly denied, you have the following options available to you:

10.1 Internal Escalation

You may escalate your concern to our management team by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original refund request details and a clear explanation of why you believe the decision should be reconsidered. Our management team will review your escalation and provide a final response within 5 business days.

10.2 Chargeback Rights

You retain the right to initiate a chargeback through your credit card issuer or bank if you believe you have been charged in error and we have failed to resolve the matter. However, we request that you allow us the opportunity to resolve the issue directly before initiating a chargeback, as we take all customer concerns seriously and aim to resolve them promptly.

10.3 Consumer Protection Agencies

If you believe that our practices are unfair or deceptive, you have the right to file a complaint with applicable consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office or local consumer protection bureau
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before pursuing formal legal or regulatory avenues, we encourage customers to engage in informal mediation with us. We are committed to resolving disputes in good faith and will make every reasonable effort to reach a mutually satisfactory outcome.

11. Special Circumstances

11.1 Food Safety Concerns

If you believe that food you received from Pequod's Pizza caused a foodborne illness or allergic reaction, please contact us immediately. We take food safety extremely seriously. In addition to pursuing a refund, you may also wish to report the incident to your local health department. We will cooperate fully with any investigation.

11.2 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 be subject to the policies of that platform rather than this policy. We recommend contacting the third-party platform directly for orders placed through their services. However, if the issue is related to the quality or accuracy of food prepared by Pequod's Pizza, we encourage you to contact us as well.

11.3 Force Majeure

Pequod's Pizza shall not be held liable for failures to fulfill orders caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, utility outages, government-mandated closures, or other force majeure events. In such cases, we will endeavor to provide store credit or rescheduling options in lieu of a monetary refund where feasible.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at pequods-cafe.top with an updated effective date. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. 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 available to assist you and is committed to responding to all inquiries promptly and professionally.