Refund Policy

Effective Date: May 27, 2026  |  Last Updated: May 27, 2026

1. Introduction

At Punch Pizza, we are deeply committed to delivering an exceptional dining experience — whether you are enjoying our food in-house, placing a pickup order, or having your meal delivered. We take pride in the quality, freshness, and consistency of every pizza and menu item we prepare.

We understand, however, that situations may arise where a refund or order correction is necessary. This Refund Policy has been established to outline our approach to such situations in a fair, transparent, and consistent manner. This policy applies to all orders placed through our website at eat-punchpizza.digital, by phone, or in person at our establishment.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. We encourage you to review this policy thoroughly and contact us with any questions before making a purchase.

2. Eligibility Conditions for Refunds

Refunds at Punch Pizza are evaluated on a case-by-case basis. To be eligible for a refund, your situation must generally meet one or more of the following conditions:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, contained foreign objects, or was otherwise unfit for consumption.
• Significant Delivery Delays: Your delivery order arrived so late that the food quality was materially compromised and the order was no longer usable.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize or initiate.
• Order Not Fulfilled: We were unable to prepare or deliver your order and you were still charged.

Refunds will not be issued for reasons related to personal preference changes after an order has been confirmed, or for circumstances that are outside our reasonable control once the order has been prepared and dispatched.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, we ask that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may still be reviewed at our discretion; however, we cannot guarantee that a refund or credit will be issued for late submissions. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Consumed Food: Orders that have been substantially consumed are generally not eligible for a refund unless a documented quality or safety issue is reported.
• Change of Mind: If you simply decide you no longer want the item after it has been prepared, we are unable to process a refund.
• Customization Errors by the Customer: If incorrect customization options (e.g., toppings, special instructions) were entered by the customer at the time of ordering, this does not qualify for a refund.
• Delivery Fees: Delivery service fees are non-refundable once the delivery process has commenced, except in cases where the order was never delivered.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or discounted offer may have restricted or no refund eligibility unless they are defective.
• Digital Gift Cards: Once purchased and activated, digital gift card values are non-refundable.
• Service Charges and Tips: Applicable service charges and tip amounts are non-refundable.

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

If you believe your order qualifies for a refund, please follow the steps outlined below to submit your request efficiently:

1. Step 1 — Document the Issue: Before contacting us, take photographs or videos of the item(s) in question if possible. Clear visual documentation helps our team resolve your concern faster and more accurately.
2. Step 2 — Gather Your Order Information: Have the following details ready: your order number or confirmation email, the date and time of the order, the items affected, and the payment method used.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eat-punchpizza.digital
   When reaching out, include all relevant documentation, a description of the issue, and your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Review and Assessment: Our team will review your request within 1–3 business days. We may follow up with additional questions or request further documentation to fully assess your claim.
5. Step 5 — Resolution: Once your request has been reviewed, we will notify you of our decision via email or phone. If approved, your refund or replacement will be processed according to the timelines described in Section 7 of this policy.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were affected by a quality or accuracy issue, while the rest of the order was satisfactory.
• The food quality issue was minor and the item was still partially usable or edible.
• A late delivery occurred, but the food was still received and in an acceptable condition.
• A customization error was partially our fault and partially the result of customer-provided instructions.

The amount of a partial refund will be determined at the sole discretion of Punch Pizza based on a fair evaluation of the circumstances. We are committed to reaching a resolution that is equitable for both parties.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the payment method used for your original purchase:

8. Exchange Policy

In many cases, we prefer to offer a replacement or correction of your order rather than a monetary refund, as this is often the fastest and most satisfying resolution. Our exchange policy works as follows:

• Incorrect Orders: If you received the wrong item, we will prioritize preparing and delivering or making available the correct item as quickly as possible, subject to ingredient and operational availability.
• Quality Issues: If your food did not meet our quality standards, we may offer to remake the item and have it delivered or ready for pickup at no additional charge.
• Exchanges vs. Refunds: You always have the option to request either an exchange (replacement) or a monetary refund. Our team will work with you to determine the best resolution based on your preference and the nature of the issue.
• Store Credit Option: As an alternative to a direct refund, we may offer Punch Pizza store credit, which can be used toward a future order. Store credit does not expire and can be applied to any item on our menu.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the operational realities of food preparation.

9.1 Standard Orders (Pickup and Delivery)

You may cancel a standard order within 5 minutes of placing it, provided that preparation has not yet commenced. Once our kitchen team begins preparing your order, cancellation may no longer be possible, and a refund may not be issued for that portion of the order.

9.2 Pre-Orders and Scheduled Orders

Pre-orders and scheduled future orders may be cancelled free of charge up to 24 hours before the scheduled pickup or delivery time. Cancellations made less than 24 hours before the scheduled time may be subject to a partial charge to cover ingredient and preparation costs already incurred.

9.3 Catering and Large Group Orders

Catering orders and large group orders require a minimum of 48 hours' notice for cancellation in order to receive a full refund. Cancellations made between 24 and 48 hours before the event may receive a 50% refund. Cancellations made within 24 hours of the event are non-refundable, as ingredients and preparation will have already been committed.

9.4 How to Cancel

To cancel an order, please contact us immediately by:

• Emailing us at [email protected]
• Visiting our website at eat-punchpizza.digital

Please include your order number, your name, and the reason for cancellation in your message.

10. Dispute Resolution Process

In the event that you are not satisfied with the outcome of a refund or cancellation request, we encourage you to follow the dispute resolution process outlined below.

10.1 Internal Review

If you disagree with the initial decision made regarding your refund request, you may escalate the matter by requesting an internal review. To do so, please contact us at [email protected] with the subject line "Refund Dispute — Internal Review Request". Please include all relevant documentation and a clear explanation of why you believe the initial decision was incorrect.

Our management team will review your case within 5 business days and respond with a final determination.

10.2 Chargeback Notice

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card issuer. In many cases, we can resolve disputes faster through direct communication than through the formal chargeback process. If a chargeback is filed without prior contact, we reserve the right to provide documentation to your financial institution disputing the chargeback.

10.3 Consumer Protection Resources

If you believe our practices are in violation of applicable consumer protection laws, you have the right to file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Office or Consumer Protection Division

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Punch Pizza operates, without regard to conflicts of law principles.

11. Food Safety Concerns

If you believe that a food safety issue has occurred — such as discovering a foreign object in your food, experiencing a foodborne illness, or any other health-related concern — please contact us immediately at [email protected]. We take all food safety matters extremely seriously and will respond with the highest level of urgency.

In cases involving potential foodborne illness or safety hazards, you may also report the incident to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Policy Modifications

Punch Pizza reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Any changes will be reflected 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 services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, order issues, cancellations, or disputes, please contact our customer support team using the details below: