Refund Policy

Last Updated: May 20, 2026

1. Introduction

At Pequod's Pizza, we take tremendous pride in delivering exceptional food and outstanding customer service. We understand that occasionally situations arise where a refund or adjustment may be necessary, and we are committed to handling such matters fairly, promptly, and transparently.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state regulations. Our goal is to ensure every customer has a positive experience, and we will make every reasonable effort to resolve issues to your satisfaction.

This policy applies to all orders placed directly through our website at pequods-food.rest, over the phone, or in person at our location. Please note that orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to those platforms' individual refund and cancellation policies.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that are materially different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• 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 undercooked, overcooked, spoiled, or otherwise unfit for consumption due to an error on our part.
• Allergic Reactions Due to Error: You suffered an allergic reaction as a direct result of an ingredient being included in your order contrary to a documented special request or allergy notation confirmed at the time of ordering.
• Late or Undelivered Orders: Your delivery order was significantly delayed beyond the estimated delivery time quoted at checkout, or your order was never delivered.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our end.
• Order Cancellation (within eligible window): You cancelled your order within the permissible cancellation window as described in Section 8 of this policy.

To be eligible for a refund, customers must provide reasonable documentation or evidence supporting their claim, such as photographs of the incorrect or unsatisfactory food, order confirmation numbers, and a description of the issue.

3. Timeframes for Refund Requests

We operate under strict timeframes to ensure all refund requests are handled efficiently. Please review the following deadlines:

Refund requests submitted outside of these timeframes will be reviewed on a case-by-case basis, but Pequod's Pizza reserves the right to decline requests that fall outside the stated windows. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order that was prepared or delivered correctly as specified.
• Consumed Food: Items that have been substantially consumed (more than half eaten) are not eligible for a refund unless a documented quality issue existed.
• Customer-Specified Customizations: If a quality concern results directly from a customization or special instruction you requested (e.g., extra crispy, no sauce), we are unable to offer a refund for that specific customization outcome.
• Promotional or Discounted Items: Items purchased at a discounted rate through promotional offers, coupons, or gift cards may have limited or no refund eligibility as specified at the time of the promotion.
• Gift Cards and Store Credit: Purchases of gift cards are final and non-refundable. Gift card values are non-transferable and cannot be redeemed for cash.
• Third-Party Platform Orders: Orders placed through third-party delivery applications are governed by those platforms' policies. Pequod's Pizza is not responsible for processing refunds for such orders.
• Catering Deposits: Non-refundable deposits paid for catering or large group orders are not eligible for refunds if cancellation occurs within the restricted period outlined in your catering agreement.
• Delivery Fees: In most cases, delivery fees are non-refundable unless the delivery was not completed due to an error on our part.

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

To submit a refund request, please follow these steps carefully:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging if applicable (highly recommended)
   • Your preferred contact method and refund method
2. Contact Us: Reach out to our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: pequods-food.rest
3. Submit Your Claim: Provide all relevant details and attach any supporting documentation (photos, screenshots, etc.). The more information you provide, the faster we can resolve your request.
4. Receive Confirmation: Once your request is received, you will receive an acknowledgment from our team within 1 business day confirming that your claim is under review.
5. Review and Decision: Our team will review your claim and reach out to you within 3–5 business days with a resolution. We may request additional information during this period.
6. Refund Issuance: If your claim is approved, we will process your refund according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please be aware that while we initiate refunds promptly upon approval, the final processing time is also dependent on your financial institution or payment provider. Pequod's Pizza is not responsible for delays caused by banks or third-party payment processors. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain circumstances, Pequod's Pizza may issue a partial refund rather than a full refund. Partial refunds may be offered in the following situations:

• Only one or a few items from a larger order were incorrect, missing, or unsatisfactory, and the rest of the order was fulfilled correctly.
• The food quality issue affected only a portion of the order (e.g., one pizza out of three was made incorrectly).
• A partial cancellation was made where some items had already been prepared at the time of the cancellation request.
• An order was delivered late, but was still received and accepted by the customer — a partial refund may be issued as a courtesy.
• The customer requests a refund for an item that was partially consumed, and the quality issue is verifiable.

The amount of a partial refund will be determined at the sole discretion of Pequod's Pizza based on the specific circumstances of each case. We will always aim to be fair and reasonable in our assessments.

In some cases, rather than a cash refund, we may offer store credit or a complimentary item on a future order as an alternative resolution, particularly for minor issues. Acceptance of such alternatives is entirely at the customer's discretion.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, because our food is made fresh to order, there are strict time limits within which cancellations can be processed.

8.1 Standard Orders

• Within 5 minutes of placing the order: Full refund issued. Orders can be cancelled without any penalty.
• Between 5 and 15 minutes of placing the order: Cancellation may be possible depending on preparation status. A partial refund may be issued if preparation has already begun.
• After 15 minutes or once the order is in preparation: Cancellations are generally not accepted. No refund will be issued for orders that are already being prepared or have been completed.

8.2 Scheduled or Pre-Orders

For orders placed in advance for a future date or time:

• More than 24 hours before the scheduled time: Full refund issued.
• Between 12 and 24 hours before the scheduled time: 50% refund issued.
• Less than 12 hours before the scheduled time: No refund issued, as preparation will have begun or ingredients will have been committed to your order.

8.3 Catering and Large Group Orders

Catering orders are subject to specific cancellation terms outlined in your individual catering agreement or contract. Generally, a non-refundable deposit of up to 50% may apply. Please refer to your specific agreement or contact us directly for details at [email protected].

9. Exchange Policy

Because we serve perishable food items, traditional exchanges (returning the product for a replacement) work differently than in standard retail environments. Our exchange policy is as follows:

• Incorrect Item Received: If you received an item different from what you ordered and the error was ours, we will prepare and deliver a replacement item at no additional charge, subject to availability and logistics feasibility.
• Unsatisfactory Quality: If the food does not meet our quality standards, we may offer to remake the item. This offer is typically extended for dine-in and pickup orders. For delivery orders, we will work with you on the best available resolution.
• Customer Preference: We do not remake or exchange items simply due to a change in preference after the order has been prepared correctly as specified.
• Time Sensitivity: Exchange or remake requests must be made within 2 hours of receiving your order. Requests made after this window may not be accommodated.

To request an exchange or remake, please contact us at [email protected] or visit us in person. Our team will assess the situation and provide a prompt resolution.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Pequod's Pizza provides a structured dispute resolution process to ensure all concerns are addressed fairly.

Step 1: Internal Escalation

If your initial refund request has been denied or you feel the resolution offered was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original case number, a summary of the issue, and the reason you believe the initial decision was incorrect. A senior member of our team will review your case and respond within 5 business days.

Step 2: Good Faith Negotiation

We are committed to resolving all disputes through open and good faith communication. Should the escalation not result in a satisfactory resolution, both parties agree to attempt informal negotiation for a period of no less than 30 days before pursuing any formal dispute resolution measures.

Step 3: Consumer Protection Resources

As a U.S.-based business, customers also have the right to file complaints with consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov — for deceptive or unfair business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment-related disputes.
• State Attorney General's Office: Consumers may also contact their relevant state attorney general's consumer protection division.
• Better Business Bureau (BBB): Complaints may be filed at www.bbb.org.

Step 4: Chargeback Rights

Customers retain their right under the Fair Credit Billing Act (FCBA) and applicable card network rules to dispute a charge with their credit card issuer if the issue remains unresolved. However, we strongly encourage customers to work with us directly before initiating a chargeback, as we are dedicated to fair and prompt resolution of all valid claims.

11. Fraudulent Claims

Pequod's Pizza reserves the right to deny refund requests that are determined to be fraudulent, exaggerated, or made in bad faith. We monitor refund patterns and may flag accounts or individuals who submit repeated or inconsistent claims. Fraudulent refund requests may result in the suspension or permanent termination of your account and may be reported to relevant authorities in accordance with applicable law.

12. Policy Amendments

Pequod's Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on our website at pequods-food.rest with an updated effective date. Your 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. 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 state laws of the jurisdiction in which Pequod's Pizza operates. Consumer rights under applicable federal and state law, including the Federal Trade Commission Act, are not waived by this policy.

14. Contact Information for Refund Requests

If you have a question about a refund, wish to submit a refund request, or need assistance with any order-related concern, please do not hesitate to reach out to our customer service team using the contact details below. We are here to help and committed to resolving your issue as quickly as possible.