Refund Policy

At Dewey's Pizza, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes things do not go as planned, and we want to make sure you are completely satisfied with every order. This Refund Policy outlines the conditions under which we issue refunds, how to request them, and what you can expect throughout the process.

By placing an order through our website at pizza-deweys.rest, by phone, or in person, you agree to the terms described in this policy. Please read this document carefully before completing your purchase.

1. Our Commitment to Customer Satisfaction

Dewey's Pizza takes pride in delivering fresh, delicious food prepared with quality ingredients. If your order does not meet our standards — or yours — we encourage you to reach out to us immediately so we can make it right. Our team is dedicated to resolving any issues promptly and fairly.

We operate in accordance with applicable United States consumer protection laws, including standards set by the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. Where applicable, state-specific consumer rights laws also apply.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise did not meet acceptable quality standards.
• Food Safety Concerns: There is a reasonable concern that the food was contaminated or unsafe to consume.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Failed Delivery: Your delivery order was never received, and our records confirm it was not successfully delivered.
• Significant Delay: Your order was delivered significantly later than the estimated time, causing the food to be unacceptable in quality.

All refund requests are evaluated on a case-by-case basis. Dewey's Pizza reserves the right to request supporting documentation, such as photos of the incorrect or unsatisfactory items, before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the timeframes listed below:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage you to inspect your order upon receipt and contact us as soon as possible if any issue arises.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is made.
• Dissatisfaction with taste preference when the order was prepared correctly as requested.
• Customization errors made by the customer during the ordering process (e.g., selecting the wrong toppings or size).
• Promotional or discounted items, unless there is a confirmed quality or accuracy issue.
• Delivery fees, service fees, or platform fees charged by third-party delivery services (these must be disputed directly with the third party).
• Gift cards, vouchers, or store credit purchased or redeemed.
• Orders affected by delays caused by circumstances outside our control, including severe weather, traffic accidents, or other force majeure events.
• Requests submitted beyond the eligible timeframes outlined in Section 3.

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

Follow these steps to submit a refund request with Dewey's Pizza:

1. Step 1 — Document the Issue: Take clear photos or videos of the problem, including any incorrect, missing, or unsatisfactory items. Note your order number, the date and time of your order, and a brief description of the issue.
2. Step 2 — Contact Us Promptly: Reach out to our customer service team within the applicable timeframe (see Section 3). You can contact us by:
   • Email: [email protected]
   • Website: pizza-deweys.rest
3. Step 3 — Provide Required Information: When contacting us, please include:
   • Your full name
   • Order number or confirmation details
   • Date and time of the order
   • Description of the issue
   • Photos or supporting evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Review Process: Our team will review your request and may follow up with additional questions. We aim to respond to all refund requests within 1 to 2 business days.
5. Step 5 — Resolution: Once your request is approved, we will process the refund or offer an appropriate resolution. You will receive confirmation via the contact method you provided.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, financial institutions may take additional time to post the funds to your account. Dewey's Pizza is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of a larger order).
• The food quality issue affected only part of the order.
• A discount, coupon, or promotion was already applied to the order and the refundable amount is adjusted accordingly.
• The customer has already consumed a portion of the order prior to identifying the issue.
• A goodwill gesture or compromise is agreed upon between the customer and our team.

Partial refund amounts are determined at the sole discretion of Dewey's Pizza based on the nature and extent of the issue reported. We always aim to offer a fair and reasonable resolution.

8. Exchange Policy

In lieu of a monetary refund, Dewey's Pizza may offer to replace your order or exchange specific items under the following conditions:

• The incorrect or unsatisfactory item is reported within the eligible timeframe.
• The replacement can be prepared and delivered or made available for pickup within a reasonable time.
• The customer agrees to the exchange as an alternative to a refund.

Exchanges are subject to product availability. If a direct exchange is not possible (e.g., the restaurant is closed or the item is no longer available), we will offer a refund or store credit instead.

We do not accept the physical return of food items due to health and safety regulations. You are not required to return the product to receive a refund or exchange.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to all orders placed with Dewey's Pizza:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund to your original payment method.
• After Preparation Has Begun: Once our team has started preparing your food, cancellations are generally not accepted. In exceptional circumstances, a store credit may be offered at our discretion.
• After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued unless there is a verified quality or accuracy issue upon receipt.

9.2 In-Store Orders

For orders placed in-store and consumed on premises, cancellations are not accepted once food preparation has started. If there is a problem with your food, please notify a staff member immediately so we can resolve the issue.

9.3 How to Cancel

To cancel an order, please contact us immediately by:

• Email: [email protected]
• Website: pizza-deweys.rest

Please have your order number ready when contacting us to expedite the process.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you may escalate your concern through the following process:

10.1 Internal Escalation

Request to have your case reviewed by a manager or senior member of our team. You can make this request via email at [email protected]. We aim to respond to escalated concerns within 3 to 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you have been incorrectly charged. We encourage you to work with us directly before initiating a chargeback, as this often leads to a faster resolution. However, we fully respect your right to pursue this option.

10.3 Consumer Protection Agencies

If you believe a violation of consumer protection laws has occurred, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

We are always willing to engage in good-faith discussions to reach a fair resolution. We believe most disputes can be resolved through open communication and mutual understanding. Please do not hesitate to reach out to us at any stage.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer service team using the information below:

12. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizza-deweys.rest. We encourage you to review this page periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.