Refund Policy

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

1. Introduction

Punch Pizza ("we," "us," "our," or "the Company") is committed to delivering high-quality food products and a satisfying customer experience. We understand that issues can occasionally arise with food orders, and we have established this Refund Policy to provide clear guidance on how we handle refund requests, cancellations, and related matters.

This policy applies to all orders placed through our website (punchpizzafood.click) or through any other authorized ordering channels associated with Punch Pizza. By placing an order with us, you agree to the terms outlined in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Punch Pizza order. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that differ materially from what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not of acceptable quality at the time of delivery or pickup.
• Damaged Packaging: The order arrived with severely damaged packaging that compromised the quality or safety of the food.
• Significant Delivery Delay: Your delivery arrived more than 60 minutes beyond the estimated delivery time provided at checkout, resulting in food that is unacceptable in temperature or quality.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Order Not Received: You did not receive your order and our records confirm non-delivery.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Due to the perishable nature of food products, we are unable to process refund requests submitted after these timeframes. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. We will not issue refunds under the following circumstances:

• Change of Mind: You simply changed your mind after placing or receiving your order.
• Incorrect Address Provided: The order was delivered to the wrong address because you provided incorrect delivery information.
• Customer Absence: You were not available to receive the delivery after multiple contact attempts by the delivery driver.
• Customization Errors by Customer: You made errors when customizing your order (e.g., selected wrong toppings or sizes) and the order was prepared exactly as submitted.
• Promotional or Discounted Items: Items purchased using special promotional pricing, coupons, or discount codes may not be eligible for refunds unless they fall under a qualifying defect category.
• Gift Cards and Store Credit: Purchased gift cards and store credits are non-refundable and non-transferable.
• Partially Consumed Orders: Refunds will not be issued for food that has been substantially consumed, except in verified cases of food quality or safety issues.
• Requests Beyond Stated Timeframes: Any refund request submitted after the deadlines specified in Section 3.

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

Requesting a refund is straightforward. Please follow these steps to ensure your request is processed efficiently:

1. Step 1 — Document the Issue: Take clear photographs or screenshots of the problem, including the food, packaging, receipt, and any visible issues. This documentation will help us process your request faster.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. Have ready your order number, the date and time of your order, and the items you ordered.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: punchpizzafood.click
4. Step 4 — Submit Your Refund Request: In your message or refund form submission, clearly include: your full name, order number, contact information, a description of the issue, the specific refund amount or item you are requesting, and any supporting photos or documentation.
5. Step 5 — Receive Confirmation: After submitting your request, you will receive an acknowledgment email within 1 business day confirming that your request has been received and is under review.
6. Step 6 — Review and Decision: Our customer service team will review your request and documentation. We will respond with a decision within 2–3 business days of receiving your complete request.
7. Step 7 — Refund Issued: If your refund is approved, it will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment processor. Punch Pizza is not responsible for any additional delays caused by third-party payment providers or banks.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or of poor quality — in which case a refund will be issued only for the affected items.
• The food quality issue affected only part of the order.
• A delivery delay occurred but the food was still reasonably acceptable in quality.
• A promotional discount was applied to the original order — the refund amount will reflect the discounted price paid, not the full retail price.
• The order was partially consumed before a quality issue was identified — our team will assess the situation and may issue a partial refund based on the circumstances.

Partial refund amounts will be determined at the sole discretion of Punch Pizza's customer service team based on a fair assessment of the situation and supporting documentation provided.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we generally do not offer direct item exchanges in the traditional sense. However, we are committed to making things right. In situations where a qualifying issue is reported promptly, we may offer the following options at our discretion:

• Replacement Order: In cases of incorrect or missing items reported within 1 hour of delivery or pickup, and where our team can verify the issue, we may offer to prepare and send a replacement at no additional cost, subject to our kitchen operating hours.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value to be used on a future order. Store credit does not expire and can be applied to any eligible menu item.
• Discount on Next Order: In cases of minor quality issues or inconveniences, we may offer a discount code applicable to your next order as a gesture of goodwill.

Customers are always welcome to contact us to discuss the most suitable resolution for their individual situation.

9. Cancellation Policy

We begin preparing your Punch Pizza order almost immediately after it is placed in order to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Before Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. If your cancellation request is received and confirmed before your order has entered the preparation stage, you will receive a full refund to your original payment method.

9.2 After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted. If a cancellation is requested after preparation has started, it may be denied, or only a partial refund may be offered at our discretion (for example, refunding delivery fees if the order has not yet been dispatched).

9.3 After Dispatch for Delivery

Orders that have already been dispatched for delivery cannot be cancelled. In these cases, you are encouraged to contact us after receiving (or failing to receive) the order to address any issues under the applicable refund conditions.

9.4 Scheduled Orders

If you placed a scheduled order in advance, you may cancel it up to 2 hours before the scheduled preparation time for a full refund. Cancellations requested less than 2 hours before the scheduled time will be treated as standard cancellations under Section 9.2.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you have the following options:

10.1 Internal Escalation

If your refund request was denied or you disagree with the outcome, you may request an escalated review by emailing us at [email protected] with the subject line "Refund Dispute — Escalation Request." Please include your original order number, the initial decision received, and a clear explanation of why you believe the decision should be reconsidered. Our escalation team will review your case within 5 business days.

10.2 Chargeback Rights

You retain the right to contact your credit card issuer or bank to initiate a chargeback dispute if you believe you were wrongfully charged. However, we encourage you to contact us directly first, as most issues can be resolved quickly and amicably without the need for a chargeback process.

10.3 Consumer Protection Resources

As a United States-based business, customers also have the right to file complaints with consumer protection authorities if they believe their rights have been violated. Relevant resources include:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints about unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for issues related to payment disputes and financial transactions.
• Better Business Bureau (BBB): www.bbb.org — for filing business complaints and seeking mediation.
• Your state's Attorney General office for state-level consumer protection concerns.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Punch Pizza operates. Any disputes arising from this policy that cannot be resolved through the above process shall be subject to the jurisdiction of the appropriate courts.

11. Fraud Prevention

Punch Pizza takes fraudulent refund claims seriously. We reserve the right to:

• Deny refund requests that appear to be fraudulent, abusive, or in bad faith.
• Suspend or terminate the accounts of customers who repeatedly submit false or exaggerated refund claims.
• Cooperate with law enforcement authorities in cases of suspected fraud.

We monitor refund request patterns and may request additional verification in cases where suspicious activity is detected. This is done to protect all of our customers and to maintain the integrity of our refund process.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any concerns related to your order, please reach out to our customer support team using the contact details below:

Our customer support team is available during regular business hours. We aim to respond to all refund-related inquiries within 1–2 business days. For the fastest resolution, please include your order number and a clear description of the issue in your initial message.

This Refund Policy was last updated on April 30, 2026. For the most current version, please visit punchpizzafood.click.