Refund Policy

Effective Date: March 29, 2026 | Last Updated: March 29, 2026

1. Introduction

At Dewey's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food and delivering an exceptional dining experience. However, we understand that issues can occasionally arise, and we are committed to addressing them fairly and promptly.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, how to submit a request, and the timelines you can expect. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations where our customers are located.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

2.1 Qualifying Reasons for a Refund

• Incorrect Order: You received items that do not match what was ordered (e.g., wrong toppings, wrong pizza size, missing items).
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unacceptable in quality.
• Allergen Concerns: Your order contained ingredients that were specifically excluded due to a documented allergy or dietary restriction clearly noted at the time of ordering, and the mistake was on our part.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time provided at checkout, and the food arrived in an unusable condition as a result.
• Order Never Received: Your delivery order was marked as delivered but was never received, subject to investigation and verification.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize, subject to verification.

2.2 Conditions That Must Be Met

To be eligible for a refund, the following conditions must generally be satisfied:

• The refund request must be submitted within the applicable timeframe (see Section 3).
• You must provide sufficient evidence of the issue, such as photographs, order confirmation numbers, or a description of the problem.
• The issue must not be the result of customer error (e.g., incorrect address entered, incorrect customization selected by the customer).
• The order must have been placed directly through deweyspizza.top or our official ordering channels.

3. Timeframes for Refund Requests

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage you to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Change of Mind: Refunds are not provided simply because you changed your mind about your order after it has been prepared.
• Customer Error: If you entered an incorrect delivery address, selected wrong customizations, or made other ordering mistakes on your part, we are unable to offer a refund, though we will try to assist where possible.
• Consumed Orders: If a substantial portion of the order has been consumed and a complaint is then made about food quality, a refund may not be issued.
• Promotional and Complimentary Items: Items received for free as part of a promotion or loyalty program are not eligible for cash refunds.
• Third-Party Delivery Services: If your order was placed through a third-party platform (such as DoorDash, Uber Eats, Grubhub, etc.), refunds and disputes must be handled directly through that platform in accordance with their respective policies.
• Late Requests: Refund requests submitted beyond the applicable deadlines listed in Section 3.
• Preference-Based Complaints: Subjective dissatisfaction based on personal taste preferences (e.g., "I didn't like the flavor") does not qualify for a refund.
• Force Majeure Events: Delays or failures caused by circumstances beyond our control, including extreme weather, natural disasters, or widespread service outages.

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

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The email address used to place the order
   • A clear description of the issue
   • Photographs of the problem (if applicable, such as for food quality or incorrect items)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizza.top
3. Step 3 – Submit Your Claim: Provide all relevant details and supporting documentation in your message. Clearly state that you are requesting a refund and explain the reason.
4. Step 4 – Await Confirmation: Our team will send you an acknowledgment of your request within 1 business day of receiving it.
5. Step 5 – Review and Decision: Our team will review your claim, which may include verifying order records, reviewing any submitted photographs, and confirming delivery details. We aim to provide a resolution decision within 3 to 5 business days.
6. Step 6 – Refund Issuance: 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

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 provider. We are not responsible for any delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only certain items from your order were incorrect, missing, or unsatisfactory, and the rest of the order was delivered correctly.
• A portion of the food was consumed before the complaint was made, making a full refund inappropriate.
• The issue partially affected the order quality but did not render the entire order unusable.
• A discount, promotion, or coupon was applied to the original order — refunds will reflect the actual amount paid.
• Delivery fees may not be refunded if the food itself was delivered but an item-level issue occurred.

In these situations, our customer service team will communicate the specific amount of the partial refund and the reasoning behind it.

8. Exchange Policy

Due to the nature of freshly prepared food, direct item-for-item exchanges are not always practical. However, we offer the following accommodations:

• Replacement Order: If you received the wrong item or an item was significantly below quality standards, we may offer to prepare and deliver a replacement at no additional charge, subject to availability and timing.
• Store Credit: In lieu of a replacement or cash refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• In-Store Correction: For pickup orders, you may return to our location with the incorrect item, and we will work to resolve the issue promptly.

Exchanges and replacements are subject to the same eligibility conditions and timeframes as standard refunds.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Orders may be cancelled without charge if the cancellation request is made within 5 minutes of placing the order, provided preparation has not yet begun.
• Once food preparation has started, cancellations are generally not accepted and no refund will be issued.
• If you need to cancel an order, contact us immediately by email at [email protected] or via the website at deweyspizza.top.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders or orders scheduled in advance may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may be subject to a partial refund or no refund, depending on whether preparation has commenced.

9.3 Catering and Large Group Orders

• Catering or large orders (typically 10 or more pizzas) must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made within 24 hours of the scheduled order time may result in a cancellation fee of up to 50% of the total order value, depending on preparation already completed.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was unsatisfactory, you may escalate your complaint to a senior member of our customer service team by:

• Sending an email to [email protected] with the subject line "Refund Dispute – Escalation Request"
• Including your original order number, the date of your initial complaint, and a detailed explanation of why you believe the decision should be reconsidered.

We aim to respond to escalated disputes within 5 business days.

10.2 Credit Card Chargebacks

If you believe you have been charged incorrectly and cannot resolve the matter with us directly, you have the right to contact your credit card company or bank to dispute the charge. Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute billing errors. We encourage you to attempt resolution with us before initiating a chargeback, as we are committed to resolving all issues in good faith.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may file a complaint with the following:

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

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, both parties agree to attempt resolution through good-faith negotiation or informal mediation before pursuing any formal legal action. Please contact us at [email protected] to initiate this process.

11. Special Circumstances

11.1 Health and Safety Concerns

If you believe that food you received from Dewey's Pizza caused a foodborne illness or presented a health risk, please contact us immediately. In addition to processing any applicable refund, we take food safety matters extremely seriously and will conduct an internal investigation. You may also wish to report such incidents to your local health department.

11.2 Accessibility Issues

If you experienced difficulty placing or modifying an order due to accessibility issues with our website or ordering platform, and this resulted in an unintended charge, please contact us so we can review the situation and work toward a fair resolution.

12. 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 this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact us using the details below: