Refund Policy

Last Updated: May 30, 2026

1. Introduction

At Punch Pizza, we are deeply committed to delivering an exceptional dining experience with every order. We take pride in the quality of our food, the accuracy of our orders, and the satisfaction of every customer we serve. We understand, however, that situations may arise where an order does not meet your expectations or where circumstances require a refund or cancellation.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are granted. This policy applies to all orders placed through our website at punchpizza-food.digital, over the phone, or through any authorized third-party platform affiliated with Punch Pizza. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

For any questions regarding this policy, please contact us at [email protected].

2. Eligibility Conditions for Refunds

Punch Pizza will consider refund requests under the following qualifying conditions:

• Incorrect Order: You received an item or items that differ from what was ordered (e.g., wrong pizza toppings, incorrect size, wrong menu item).
• 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, spoiled, or in a condition that renders it unfit for consumption at the time of delivery or pickup.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time quoted at the time of purchase, resulting in food that is no longer suitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A charge was made to your payment method without your knowledge or consent.
• Order Not Delivered: You did not receive your order and it cannot be confirmed as delivered to the correct address.

Refunds are evaluated on a case-by-case basis. Punch Pizza reserves the right to request photographic or supporting evidence before approving a refund request. Submitting a request does not guarantee that a refund will be issued.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside these timeframes will not be eligible for a refund unless exceptional circumstances are demonstrated and accepted at our sole discretion.

4. Non-Refundable Items and Services

The following items and circumstances are not eligible for a refund:

• Orders where the correct items were delivered as specified, but the customer changed their mind after delivery.
• Food items that have been partially or fully consumed before a complaint is raised, unless a quality issue can still be demonstrated.
• Special promotional items, bundle deals, or discounted menu items marked as "final sale" or "non-refundable" at the time of purchase.
• Delivery fees, service charges, and platform processing fees, except in cases where Punch Pizza is directly at fault for the issue.
• Tip amounts provided to delivery drivers.
• Orders impacted by incorrect delivery addresses provided by the customer.
• Orders affected by circumstances beyond our reasonable control, including extreme weather events, natural disasters, or government-mandated restrictions.
• Customization requests that were clearly included in the order confirmation but the customer later decides are unsatisfactory based on personal preference.
• Gift cards or promotional credits purchased or applied to an order.

5. How to Request a Refund

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

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and any relevant photos or documentation (e.g., photos of incorrect or unsatisfactory food).
2. Step 2 – Contact Us: Reach out to Punch Pizza through one of the following channels:
   • Email: [email protected]
   • Website: punchpizza-food.digital
3. Step 3 – Provide Details: In your message, include your full name, order number, the specific issue experienced, and any supporting photos or evidence. The more detail you provide, the faster we can process your request.
4. Step 4 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may ask for additional information if required.
5. Step 5 – Resolution: Once your request has been reviewed, you will be notified of the outcome via the contact information you provided. Approved refunds will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Punch Pizza, the time it takes to receive your refund will depend on the original payment method used:

Please be aware that Punch Pizza initiates refunds promptly upon approval, but we have no control over the processing times of individual financial institutions or third-party platforms. If you have not received your refund within the stated timeframe, please first contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In some cases, Punch Pizza may offer a partial refund rather than a full refund. Partial refunds may be issued under the following circumstances:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued only for the affected items.
• Food quality was slightly below standard but the order was largely acceptable — a goodwill partial refund or store credit may be offered.
• A delivery delay affected only part of the order (e.g., some items arrived cold while others were acceptable).
• A customer consumed a significant portion of an item before raising a quality complaint — a partial refund may be considered at our discretion.

The amount of a partial refund will be calculated based on the value of the specific affected items and any associated taxes or fees applicable to those items. Punch Pizza will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, Punch Pizza does not offer traditional product exchanges. However, we do offer the following remedies in lieu of an exchange:

• Order Replacement: If you received the wrong item, we will prepare and deliver the correct item at no additional charge, subject to availability and within our operating hours. Replacement orders are typically prioritized and dispatched as quickly as possible.
• Store Credit: In cases where a replacement is not feasible (e.g., kitchen is closed, delivery area limitations), we will issue store credit equivalent to the value of the incorrect or missing item. Store credit can be applied to any future order placed through punchpizza-food.digital.
• Menu Item Substitution: If a specific menu item is unavailable at the time of replacement, you may select an alternative item of equal or lesser value.

Replacement requests must be submitted within 2 hours of receiving your order. Punch Pizza reserves the right to determine the most appropriate remedy based on the circumstances of each situation.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms below:

9.1 Standard Orders

Orders placed for immediate delivery or pickup can be cancelled within 5 minutes of placement, provided the order has not yet been confirmed by our kitchen team. Once preparation has begun, cancellations cannot be accepted and the full charge will apply.

9.2 Pre-Orders and Scheduled Orders

Orders scheduled for a future date or time can be cancelled up to 30 minutes before the scheduled order time for a full refund. Cancellations made less than 30 minutes before the scheduled time may incur a cancellation fee of up to 50% of the total order value, as preparation may have already commenced.

9.3 Catering and Large Group Orders

Catering orders or large group orders (typically orders exceeding $150 in value) are subject to a separate cancellation policy:

• Cancellations made 48 hours or more before the order date: Full refund.
• Cancellations made 24–48 hours before the order date: 50% refund.
• Cancellations made less than 24 hours before the order date: No refund (ingredients and preparation costs will have been incurred).

9.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through our website at punchpizza-food.digital. Please include your order number and reason for cancellation. Cancellations requested verbally at pickup but not confirmed in writing may not be processed in time.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, Punch Pizza offers the following escalation and dispute resolution process:

10.1 Internal Escalation

You may request to have your case reviewed by a senior member of our team. To initiate an escalation, send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original case or ticket number. Escalated cases are typically reviewed within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a charge was made in error or that goods or services were not provided as described. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and applicable banking regulations for debit transactions. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as this allows for a faster and more straightforward resolution.

10.3 Consumer Protection Agencies

You may also file a complaint with the following agencies if you believe your consumer rights have been violated:

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

10.4 Informal Resolution Preference

Punch Pizza strongly prefers to resolve all customer concerns informally and directly. We are committed to fair and transparent resolutions and ask that customers contact us in good faith before pursuing any formal dispute channels.

11. Policy Modifications

Punch Pizza reserves the right to update, modify, or change this Refund Policy at any time without prior notice. Any changes to this policy will be reflected on this page with an updated "Last Updated" date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

12. Contact Information

If you have any questions, concerns, or refund requests, please do not hesitate to reach out to us through the following channels: