Refund Policy

At Dewey's Pizza, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at pizza-deweys.click or through any other ordering channel we operate.

This policy applies to all orders placed directly with Dewey's Pizza, whether online, by phone, or in person. By placing an order with us, you agree to the terms described herein.

1. Our Commitment to Customer Satisfaction

Dewey's Pizza takes pride in the quality of our food, ingredients, and service. We prepare every order with care and attention to detail. However, we recognize that mistakes happen, and when they do, we want to make things right. This policy is designed to be fair, transparent, and easy to understand so that you always know what to expect when dealing with us.

We encourage all customers to contact us as soon as possible if there is any issue with their order. Prompt communication allows us to resolve problems quickly and efficiently.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in a condition that is clearly unacceptable, such as being undercooked, burnt, or spoiled.
• Significant Delivery Delay: Your delivery arrived more than 60 minutes beyond the quoted delivery time and the food was no longer suitable for consumption as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your delivery order was never delivered and cannot be confirmed as delivered by our records or the delivery service.
• Allergen Errors: If you notified us of a specific food allergy or dietary restriction at the time of ordering and the item was prepared incorrectly, placing you at risk.

Refund eligibility is determined solely at the discretion of Dewey's Pizza management based on the evidence and information provided by the customer. We reserve the right to request photographic evidence or other documentation to support a refund claim.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of mind after an order has been prepared or is in transit.
• Customization requests that were correctly fulfilled as ordered but did not meet personal taste preferences.
• Orders where the customer provided an incorrect delivery address.
• Delays caused by circumstances outside our control, such as extreme weather, traffic accidents, or natural disasters.
• Orders that have been fully consumed before a complaint is made (except in cases involving food safety or allergen issues).
• Promotions, discounts, or gift card balances used in a transaction are non-refundable to their original promotional value once redeemed.
• Delivery fees are non-refundable unless the order was never delivered due to our error.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these are subject to the refund policies of the respective platform.

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

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, the items you ordered, and a description of the issue. If applicable, take clear photographs of the food or packaging that supports your claim.
2. Step 2 — Contact Us: Reach out to Dewey's Pizza using one of the following methods:
   • Email: [email protected]
   • Website: pizza-deweys.click
3. Step 3 — Provide Details: In your message, clearly describe the problem, include your order number, the items affected, and attach any supporting photographs or documentation. The more detail you provide, the faster we can process your request.
4. Step 4 — Review Process: Our customer service team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process your refund or replacement accordingly.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account is ultimately determined by your bank or payment provider. Dewey's Pizza is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were affected by an error, while the remainder of the order was correct.
• The food quality issue affected only part of the order (e.g., one pizza was correctly prepared but another was not).
• The delivery arrived late, but the food was still acceptable for consumption.
• A topping or ingredient was missing from an item but the base item was otherwise prepared correctly.

The amount of a partial refund will be calculated based on the value of the affected item(s), minus any non-refundable charges such as delivery fees and applicable taxes. We will always communicate clearly with you about the amount being refunded before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Dewey's Pizza may offer to replace your order or provide a store credit for future use. We believe that in most situations, a replacement is the fastest and most satisfying resolution.

Exchanges and replacements are subject to the following conditions:

• Replacement orders must be requested within the same timeframes listed in Section 3 of this policy.
• Replacements will be prepared and delivered or made available for pickup as quickly as possible during our operating hours.
• If a replacement is not possible (e.g., during closing hours), a store credit or monetary refund will be offered instead.
• Store credit issued as part of an exchange will not expire and may be used on any future order.
• Replacements are not available for orders placed through third-party delivery platforms — please contact the platform directly in those cases.

9. Cancellation Policy

Because we begin preparing your order shortly after it is confirmed, our ability to accept cancellations is limited. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund will be issued. Orders can be cancelled by calling us immediately.
• Cancellation after 5 minutes but before preparation begins: We will make every effort to cancel your order if it has not yet been sent to our kitchen. A full refund will be issued if we are able to stop the order in time.
• Cancellation after preparation has begun: We are generally unable to cancel orders once our kitchen has started preparing your food. No refund will be issued in this case unless there are extenuating circumstances at our discretion.

9.2 In-Store Orders

In-store orders that have been paid for and submitted to the kitchen cannot be cancelled or refunded unless there is a documented error or quality issue as described in this policy.

9.3 Pre-Orders and Catering Orders

For large catering orders or pre-scheduled orders:

• Cancellation made more than 48 hours in advance: Full refund.
• Cancellation made between 24 and 48 hours in advance: 50% refund of the total order value.
• Cancellation made less than 24 hours in advance: No refund will be issued, as ingredients and staffing have already been arranged.

10. Dispute Resolution Process

We hope that all refund and complaint matters can be resolved directly and amicably through our customer service team. However, if you feel that your concern has not been adequately addressed, the following steps are available to you:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request that your case be escalated to a manager. Please email [email protected] with the subject line "Escalation Request" and include your original complaint details and order number.

10.2 Consumer Protection Resources

As a business operating in the United States, Dewey's Pizza is subject to consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act. If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint. Customers residing in California may also file complaints with the California Department of Consumer Affairs and may have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

10.3 Chargeback and Payment Disputes

We encourage you to contact us directly before initiating a chargeback through your bank or credit card provider. We will cooperate fully with any legitimate dispute process initiated through a financial institution. Please be aware that filing a fraudulent chargeback may result in your account being flagged and your ability to place future orders being restricted.

10.4 Informal Mediation

In the event that a dispute cannot be resolved through internal escalation, both parties agree to attempt informal mediation before pursuing any formal legal action. Disputes will be governed by the laws of the state in which our business is registered, and any legal proceedings shall be conducted in the appropriate courts of jurisdiction in the United States.

11. Changes to This Refund Policy

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

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our team is ready to assist you and committed to resolving your issue as quickly as possible.