Refund Policy

Effective Date: April 25, 2026  |  Last Updated: April 25, 2026

1. Introduction

At Dewey's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food for every order. However, we understand that issues can occasionally arise, and we are committed to resolving them fairly and efficiently.

This Refund Policy explains your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution. This policy is governed by the applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act and any applicable state consumer protection statutes.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was demonstrably inedible, undercooked, significantly overcooked, or otherwise of unacceptable quality that deviates from our standard preparation.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy or dietary restriction at the time of ordering, and we failed to honor that request, resulting in the delivery of an item containing the stated allergen.
• Non-Delivery: Your order was confirmed and charged but was never delivered to your specified address within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

4. Timeframes for Refund Requests

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

• Food Quality / Incorrect Order / Missing Items: Requests must be made within 2 hours of receiving your order. This is necessary because food items are perishable and conditions cannot be accurately assessed after a significant delay.
• Non-Delivery Claims: If your order has not arrived within 90 minutes of the estimated delivery time, please contact us immediately. Non-delivery refund requests must be submitted within 24 hours of the original expected delivery time.
• Duplicate Charge Claims: Claims for billing errors or duplicate charges must be submitted within 7 calendar days of the transaction date.
• Allergy-Related Incidents: Reports involving allergic reactions or incorrect allergen handling must be submitted within 24 hours of receiving the order.

Requests submitted outside these windows will generally not be eligible for a refund unless exceptional circumstances can be clearly demonstrated and verified at our discretion.

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

To request a refund, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact details
   • Your order number or confirmation email
   • Date and time of the order
   • A clear description of the issue
   • Photographs of the food item(s) in question, if applicable
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizz-deweys.rest
3. Provide Supporting Evidence: Submit any photographs, screenshots, or other documentation that supports your claim. Clearly state the resolution you are requesting (full refund, partial refund, replacement, or store credit).
4. Receive Confirmation: Once your request is received, you will receive an acknowledgment within 1 business day confirming that your request is under review.
5. Review and Decision: Our team will review your submission and communicate a decision within 3 to 5 business days. We may follow up with additional questions or requests for documentation.
6. Refund Issuance: If approved, your refund will be processed according to the payment method used (see Section 6 below).

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items from a larger order were incorrect or missing, and the remaining items were received in satisfactory condition.
• The food quality issue affected only a portion of the order.
• A discount or promotional code was applied that affected the original order price, and the refund amount will be calculated based on the actual amount paid.
• The customer contributed to the issue (e.g., failure to specify special instructions clearly), but a goodwill partial refund is deemed appropriate.

The amount of any partial refund will be calculated based on the price of the affected item(s) as listed on your order receipt, excluding any delivery fees unless the delivery failure itself is the basis for the refund.

8. Exchange Policy

Dewey's Pizza is pleased to offer order replacements in appropriate circumstances as an alternative to a monetary refund. An exchange or replacement may be offered when:

• An incorrect item was delivered and our team can prepare and deliver the correct item within a reasonable timeframe.
• A food quality issue is reported promptly and a fresh replacement can be prepared and delivered without undue delay.
• The customer prefers a replacement item over a monetary refund.

Replacement orders are subject to our standard preparation and delivery timelines. We are not able to guarantee immediate replacement in all circumstances, particularly during peak hours or in cases of high order volume. Replacements are offered at no additional charge to the customer when the original issue was caused by an error on our part.

Please note that exchanges and replacements are subject to product availability. If a specific menu item is temporarily unavailable, we will offer a comparable substitute or a monetary refund for that item.

9. Cancellation Policy

Because Dewey's Pizza prepares all food fresh to order, our ability to accommodate cancellations is limited. Please review the following cancellation guidelines:

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. If our kitchen has not yet begun preparing your order, we will cancel it and issue a full refund. You must contact us within 5 minutes of order placement to be eligible for a pre-preparation cancellation refund.

9.2 Cancellation After Preparation Has Begun

Once food preparation has started, we are generally unable to accommodate cancellations or issue full refunds. If you contact us after preparation has begun, we may, at our sole discretion, offer store credit as a goodwill gesture, but we are under no obligation to do so.

9.3 Cancellation Due to Extended Wait Times

If your order is significantly delayed beyond the estimated preparation or delivery time and you no longer wish to receive it, please contact us. In such cases, we will review the situation and may offer a full or partial refund, or store credit, depending on the circumstances.

9.4 Cancellations Made Through Third-Party Platforms

If you placed your order through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), cancellation requests must be directed to that platform. Dewey's Pizza is not responsible for managing cancellations or refunds for orders placed through third-party services.

10. Dispute Resolution Process

We strongly encourage customers to contact us directly in the first instance to resolve any concerns. The vast majority of issues can be resolved quickly and amicably through direct communication.

10.1 Internal Resolution

If you are unsatisfied with the initial response from our customer service team, you may request that your case be escalated to a senior manager. Please clearly state in your follow-up communication that you are requesting escalation. We will aim to provide a final internal decision within 5 business days of the escalation request.

10.2 Chargeback and Credit Card Disputes

Under applicable U.S. law, including protections provided under the Fair Credit Billing Act (FCBA), consumers may have the right to dispute charges with their credit card issuer. While you retain this right, we respectfully ask that you contact Dewey's Pizza first so we have the opportunity to resolve the issue directly. Initiating a chargeback without first contacting us may result in the suspension of your account pending investigation.

10.3 Consumer Protection Agencies

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

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• The Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Dewey's Pizza operates, without regard to conflict of law principles.

11. Store Credit

In some circumstances, rather than issuing a monetary refund, Dewey's Pizza may offer store credit. Store credit:

• Is applied to your customer account or issued as a unique promotional code.
• Can be used toward any future order placed directly with Dewey's Pizza through our website or in person.
• Has no expiration date unless otherwise specified at the time of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional offers unless explicitly stated.

12. Modifications to This Policy

Dewey's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizz-deweys.rest. The "Last Updated" date at the top of this page will reflect when the most recent changes were made.

We encourage customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or food quality concerns, please contact Dewey's Pizza using the details below: