Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Overview

At Punch Pizza, customer satisfaction is our top priority. We take great pride in the quality of our food, ingredients, and service. We understand that occasionally an order may not meet your expectations, and we are committed to resolving any issues in a fair, transparent, and timely manner.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are granted, as well as the procedures you must follow to submit a refund request. Our policy complies with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act.

If you have questions about this policy at any time, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Foreign Objects: A foreign object, contaminant, or allergen not listed in the item description was found in your food.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction caused by an ingredient that was not disclosed or was incorrectly listed on the menu.
• Order Not Delivered: Your delivery order was never received, and no successful delivery was confirmed.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delivery Delay: Your order arrived an unreasonable amount of time after the estimated delivery window, rendering the food unacceptable.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting evidence, such as photographs of the food or packaging, before approving a refund.

3. 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.
• Orders where the customer selected incorrect items during the checkout process.
• Dissatisfaction based on personal taste preferences (e.g., "too spicy" or "not spicy enough") when the item was prepared correctly as described.
• Orders that have been fully consumed or substantially eaten before a complaint is submitted.
• Delivery delays caused by factors outside our control, including severe weather conditions, traffic, or third-party delivery service disruptions.
• Promotional, discounted, or complimentary items obtained through special offers.
• Gift cards or store credit balances once they have been redeemed or used.
• Special custom orders that were confirmed and prepared per specific customer instructions.
• Refund requests submitted after the applicable refund request window has closed.

4. Timeframes for Refund Requests

To ensure your request is processed efficiently, refund requests must be submitted within the following timeframes:

Requests submitted outside these windows may not be eligible for a refund. We strongly encourage customers to review their orders immediately upon receipt and contact us as soon as possible if any issue arises.

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

Follow these steps to submit a refund request:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You may contact us by email at [email protected] or by visiting our website at punchpizzamenu.click.
2. Step 2 – Provide Order Details: Include your full name, order number or confirmation number, date and time of the order, and the specific item(s) in question.
3. Step 3 – Describe the Issue: Clearly explain what went wrong with your order. Be as specific as possible — include the nature of the problem (e.g., wrong item, missing topping, quality concern).
4. Step 4 – Submit Supporting Evidence: Where applicable, attach clear photographs of the food, packaging, or receipt that support your claim. This will help us process your request more quickly and accurately.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1 business day and will review your claim. You may be asked follow-up questions to help resolve the matter.
6. Step 6 – Resolution: Once your claim is reviewed and approved, we will notify you of the outcome and process your refund according to the applicable timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that these timeframes represent when the refund is initiated by us. Your bank or financial institution may require additional processing time before the funds appear in your account. Punch Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds are considered in the following circumstances:

• Only some items in the order were incorrect, missing, or unsatisfactory, while the rest of the order was acceptable.
• The food partially met quality expectations but had a specific deficiency (e.g., one topping was missing from a pizza).
• The order arrived late but was still accepted and consumed by the customer.
• A promotional discount was applied to the order, and only a portion of the paid amount is eligible for reimbursement.
• The customer partially consumed the food before identifying the issue, reducing the scope of the claim.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of each case. We will communicate the proposed partial refund amount to the customer before processing it.

8. Exchange Policy

As a food service provider, we are unable to accept physical returns of food items for health, safety, and regulatory reasons. However, where an incorrect or unsatisfactory item is confirmed, we may offer one of the following remedies at our discretion:

• Replacement Item: We will prepare and deliver or provide for pickup a correct replacement item at no additional charge.
• Store Credit: We may issue store credit equivalent to the value of the item in question, which can be applied to a future order.
• Full or Partial Monetary Refund: Where a replacement is not feasible or preferred, a monetary refund will be processed as outlined in this policy.

Exchanges and replacements are subject to the same eligibility conditions and timeframes listed in Sections 2 and 4 of this policy. We reserve the right to limit the number of replacements or exchanges per customer account to prevent abuse of this policy.

9. Cancellation Policy

Because our food is freshly prepared to order, cancellations are time-sensitive. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: Full cancellation and refund may be possible if the order has not yet entered preparation.
• After 5 minutes: Once food preparation has begun, we are generally unable to cancel the order. A full refund will not be issued.
• After dispatch for delivery: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 In-Store Orders

In-store orders may be cancelled only before they have been submitted to the kitchen. Once an order has been accepted by our kitchen staff, cancellation is not possible.

9.3 Catering and Large Group Orders

For catering orders or large group orders placed in advance, the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund will be issued.
• 24 to 48 hours before the scheduled order time: A partial refund of up to 50% may be issued.
• Less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and resources will have already been committed.

To cancel an order, please contact us immediately at [email protected] with your order confirmation number and reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all customer concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Step 1 – Internal Review: Submit a written request for a secondary review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant documentation and a clear explanation of why you disagree with our initial decision.
2. Step 2 – Manager Escalation: Your dispute will be escalated to a senior team member or manager, who will conduct an independent review and respond within 3 to 5 business days.
3. Step 3 – Good Faith Resolution: Our team will make every reasonable effort to reach a fair and mutually agreeable resolution. This may include issuing store credit, a replacement, or an adjusted refund amount.
4. Step 4 – External Options: If we are unable to reach a resolution through internal processes, you may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or contact your state's Attorney General office. Customers in California may also contact the California Department of Consumer Affairs in accordance with the California Consumer Privacy Act (CCPA/CPRA).
5. Step 5 – Chargeback Rights: You retain the right to dispute a charge with your credit card issuer or bank if you believe your dispute has not been adequately resolved. We encourage you to exhaust our internal resolution process first before initiating a chargeback.

11. Consumer Rights Under Applicable Law

As a consumer in the United States, you have rights protected by federal and state law. Nothing in this Refund Policy is intended to limit or override any rights you may have under:

• The Federal Trade Commission Act, which prohibits unfair or deceptive acts and practices in commerce.
• State-level consumer protection statutes applicable in your jurisdiction.
• The California Consumer Privacy Act (CCPA/CPRA), if you are a California resident.
• Any applicable food safety and labeling laws enforced by the U.S. Food and Drug Administration (FDA).

If you believe your consumer rights have been violated, you are encouraged to seek independent legal advice or contact the appropriate regulatory authority in your state.

12. Policy Amendments

Punch Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Changes will be effective immediately upon posting to our website at punchpizzamenu.click. We encourage you to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

If you need to submit a refund request, ask a question about this policy, or require assistance with an order, please reach out to us using the contact details below:

This Refund Policy was last updated on June 24, 2026. Thank you for choosing Punch Pizza. We value your business and are committed to providing you with the best possible experience.