Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Overview

This Refund Policy applies to all purchases made through our website pizzadeweys-eat.click, by phone, or in person at Dewey's Pizza. By placing an order with us, you acknowledge that you have read, understood, and agree to the terms outlined in this policy.

As a food service business operating in the United States, we are subject to applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. We are committed to fair and transparent business practices in all our customer interactions.

Because food products are perishable and time-sensitive by nature, our refund and return policies differ from those of non-perishable goods retailers. We ask that you review all eligibility conditions carefully and contact us promptly if you experience any issues with your order.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong items in your order).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Damaged Order: The order was damaged during delivery through no fault of the customer, rendering the food inedible or unsafe.
• Allergen-Related Errors: Your order contained an allergen that you explicitly requested to be excluded and the inclusion was due to our error.
• Order Not Delivered: Your order was confirmed but never delivered, and you were charged for it.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

Given the perishable nature of food products, timely reporting is essential. The following timeframes apply to refund requests:

We strongly encourage you to inspect your order immediately upon receipt. Late claims may be reviewed on a case-by-case basis, but we reserve the right to deny requests that fall outside the above windows.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for refunds:

• Change of mind: Once an order has been prepared or is in transit, refunds are not available simply because you changed your mind or no longer want the order.
• Consumed food: If more than half of the food has been consumed, a refund will not be issued except in cases of documented food safety concerns.
• Customization errors by the customer: If you entered incorrect customization instructions (e.g., wrong address, wrong toppings selected by you), we are not obligated to provide a refund.
• Delivery address errors: If you provided an incorrect delivery address and the order was delivered to that address, we are not responsible for the loss.
• Promotional and discounted items: Orders placed using a promotional discount code may have limited or no refund eligibility depending on the terms of the specific promotion.
• Third-party delivery fee: Delivery fees charged by third-party platforms or services are not refundable through Dewey's Pizza.
• Gift cards and promotional credits: These are non-refundable and non-transferable once issued or redeemed.
• Dissatisfaction with taste or preference: Subjective dissatisfaction with the flavor, spice level, or style of the food, when prepared as ordered, does not qualify for a refund.

5. How to Request a Refund (Step-by-Step)

To request a refund, please follow the steps below:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, damaged, or unsatisfactory items. This documentation helps us resolve your claim quickly and accurately.
2. Step 2 – Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3) using one of the following methods:
   • Email: [email protected]
   • Website: pizzadeweys-eat.click
3. Step 3 – Provide Order Information: Include the following details in your refund request:
   • Full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photo evidence (where applicable)
   • Preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process: Our team will review your request and respond within 1–3 business days. We may follow up with additional questions or requests for clarification.
5. Step 5 – Resolution: Once your claim is approved, we will process your refund or replacement according to our processing timelines (see Section 6).

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 depends on your payment method:

Please note that while we process refunds promptly on our end, actual credit posting times are determined by your bank or payment provider and are beyond our control. If you have not received your refund within the estimated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In some situations, only a partial refund may be granted. These include:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the rest was acceptable.
• The customer has already consumed a significant portion of the order before reporting the issue.
• A quality issue affected only specific items in a multi-item order.
• The delivery delay only partially impacted the order quality (e.g., some items remained warm and acceptable).
• A promotional discount was applied to the original order; only the amount actually paid will be refunded.

The amount of a partial refund will be determined on a case-by-case basis by our customer support team, based on the nature and extent of the issue reported.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product for a different product) are generally not available. However, we do offer the following options as alternatives:

• Replacement Order: If your order was incorrect or significantly unsatisfactory, we may offer to prepare and deliver (or make available for pickup) a replacement order at no additional charge, subject to availability and our operating hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit that can be applied to a future order. Store credits do not expire and are tied to your account or email address.
• Menu Substitution: If a specific menu item is unavailable after your order has been placed, we will contact you to offer a suitable substitute of equal or greater value, or a full refund for the unavailable item.

Replacement orders are subject to our standard preparation and delivery times. We cannot guarantee immediate replacement, particularly during peak hours.

9. Cancellation Policy

Orders placed through Dewey's Pizza can be cancelled under the following conditions:

9.1 Online and Phone Orders

• You may cancel your order within 5 minutes of placing it, provided that preparation has not yet begun.
• Once our kitchen has begun preparing your order, cancellations are generally not accepted, and a refund will not be issued.
• To cancel, contact us immediately at [email protected] or via our website at pizzadeweys-eat.click.

9.2 Scheduled Orders

• Orders scheduled for a future date or time may be cancelled up to 1 hour before the scheduled preparation time without penalty.
• Cancellations made within 1 hour of the scheduled preparation time may not be eligible for a full refund.

9.3 Catering and Large Group Orders

• Catering orders or large group orders (10 or more pizzas) require at least 24 hours' notice for cancellation to receive a full refund.
• Cancellations made less than 24 hours before the scheduled delivery or pickup time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

We strive to resolve all refund and customer service issues amicably and efficiently. If you are not satisfied with our initial response to your refund request, the following steps are available to you:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team or a manager. Please clearly indicate in your follow-up communication that you wish to escalate your concern. Escalated complaints will be reviewed and responded to within 3–5 business days.

10.2 Mediation

If an internal resolution cannot be reached, both parties agree to attempt to resolve the dispute through good-faith negotiation or, if necessary, through a neutral third-party mediator before pursuing any formal legal action.

10.3 Chargeback Rights

Nothing in this policy limits your right to initiate a chargeback with your credit card company or bank if you believe you have been fraudulently or erroneously charged. However, we ask that you contact us first and allow us the opportunity to resolve the issue directly, as this is often the fastest route to a resolution.

10.4 Consumer Protection Agencies

If you believe your consumer rights have been violated, you have the right to contact relevant consumer protection bodies, including but not limited to:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General's Office or Consumer Protection Division
• The Better Business Bureau (BBB) at www.bbb.org

10.5 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where Dewey's Pizza operates. Any disputes not resolved through the above processes shall be subject to the jurisdiction of the appropriate courts.

11. Food Safety and Health Concerns

If you believe you or someone in your household has become ill as a result of consuming food from Dewey's Pizza, please:

1. Seek appropriate medical attention immediately.
2. Preserve any remaining food in a sealed container for potential testing.
3. Contact us immediately at [email protected].
4. Consider reporting the incident to your local health department or the FDA's food safety reporting system at www.fda.gov.

We take food safety matters extremely seriously. In the event of a credible food safety complaint, we will cooperate fully with any investigation and take all appropriate steps to ensure the safety of our products.

12. Modifications to This Policy

Dewey's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or concerns, please contact our customer support team using the details below. We are committed to responding to all inquiries promptly and professionally.