Refund Policy

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

At Pequod's Pizza, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food, our recipes, and our customer service. We understand, however, that situations may arise where a refund or exchange is necessary. This Refund Policy has been designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please contact us directly at [email protected] or visit pequods-food.click.

1. Eligibility Conditions for Refunds

Pequod's Pizza will consider refund requests under the following circumstances. To be eligible for a refund, your situation must meet one or more of the criteria listed below:

• Incorrect Order: You received an item or items that differ materially from what you ordered (e.g., wrong toppings, wrong size, wrong crust style).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time provided at the time of order placement, and the food arrived in an unsatisfactory condition as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform or payment processor.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and that is confirmed to be associated with our platform.
• Allergen Concerns: You specifically noted a food allergy or dietary restriction in your order, and the item delivered did not comply with that specification, resulting in a documented health concern.

Refund eligibility is determined on a case-by-case basis. Pequod's Pizza reserves the right to request supporting documentation, including photographs of the food received, order confirmation numbers, or other relevant evidence, before approving a refund.

2. Timeframes for Refund Requests

Refund requests must be submitted within the timeframes specified below. Requests made outside of these windows may not be honored, except in extraordinary circumstances at the sole discretion of Pequod's Pizza management.

Given the perishable nature of food products, we strongly encourage customers to inspect their order upon receipt and contact us immediately if any issues are identified. The sooner you report a problem, the more effectively we can resolve it.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Orders that have already been prepared and are ready for pickup or out for delivery cannot be refunded simply because you changed your mind or no longer want the item.
• Customization Errors by the Customer: If you selected incorrect toppings, sizes, or options during the ordering process and the order was prepared exactly as specified, no refund will be issued.
• Partially Consumed Food: Refunds will not be issued for items that have been substantially consumed (more than 50% eaten) unless there is a verifiable quality defect with the remaining portion.
• Delivery Fees: Delivery and service fees are non-refundable unless the delivery was not completed due to an error on our part.
• Promotional or Discounted Items: Items purchased at a promotional discount or through a special offer may have limited or no refund eligibility, as specified at the time of purchase.
• Gift Cards and Digital Credits: Gift cards and any digital wallet credits issued by Pequod's Pizza are non-refundable and cannot be exchanged for cash.
• Tips and Gratuities: Gratuities added to delivery orders are processed directly to the delivery personnel and are not eligible for refunds.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery application (such as a third-party food delivery service), refund requests must be directed to that platform in accordance with their own refund policies. Pequod's Pizza cannot process refunds for transactions completed on third-party platforms.

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

To submit a refund request, please follow the steps outlined below. Adhering to this process will help us resolve your issue as quickly and efficiently as possible.

1. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name
   • Order confirmation number or receipt
   • Date and time the order was placed
   • Description of the issue
   • Photographs or video of the problem (if applicable — especially for quality or incorrect order issues)
   • The payment method used
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website Contact Form: Available at pequods-food.click
   In your message, include the subject line: "Refund Request — [Your Order Number]"
3. Step 3 — Submit Supporting Evidence: Attach any relevant photographs, screenshots, or documentation to your refund request. This significantly accelerates the review process.
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions to verify your claim.
5. Step 5 — Review and Decision: Once all information has been reviewed, we will inform you of our decision via email within 3–5 business days of your initial request submission.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed using the method described in Section 5 of this policy. You will receive a confirmation email once the refund has been initiated.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on the original payment method used. Please refer to the table below for estimated processing times:

6. Partial Refunds

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

• Only some items in an order were incorrect, missing, or of unsatisfactory quality — a partial refund will cover the value of the affected items only.
• The food quality concern affects only part of the order, and the remainder was satisfactory.
• A delivery delay occurred but the food arrived in otherwise acceptable condition.
• The customer contributed to the issue (e.g., provided an incorrect delivery address that caused delay) — a partial refund may reflect shared responsibility.
• An order was partially consumed before the issue was reported.

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order value, excluding non-refundable fees. Partial refunds may, at Pequod's Pizza's discretion, be issued as store credit rather than returned to the original payment method.

7. Exchange Policy

Due to the perishable and time-sensitive nature of prepared food products, traditional exchanges (returning an item and receiving a replacement) are only feasible under specific circumstances:

• In-Store Orders: If you placed an order in-store and the item you received is incorrect or does not meet quality standards, and you are still physically present at the location, we will remake the item at no additional charge.
• Delivery Orders: For delivery orders, a physical exchange is generally not possible. Instead, if your order qualifies under our eligibility criteria, we may offer a replacement order to be delivered at no additional charge, a store credit, or a refund.
• Pickup Orders: If you notice an issue with your pickup order before leaving our location, please alert our staff immediately and we will correct the order. If you discover an issue after leaving, please contact us within 2 hours as described in Section 2.

Exchanges are subject to availability and operational capacity. Pequod's Pizza reserves the right to offer a store credit or refund in lieu of a replacement when circumstances make a direct exchange impractical.

8. Cancellation Policy

Orders placed through pequods-food.click or in-store enter our preparation queue almost immediately. As such, our cancellation window is very limited:

• Online Orders: You may cancel your order for a full refund within 5 minutes of placing it, provided that preparation has not yet begun. After this window, cancellations may not be honored, or only a partial refund may be available.
• In-Store Orders: Once your order has been placed with our staff and preparation has begun, cancellations will not be accepted.
• Scheduled/Future Orders: If you placed an order scheduled for a future date or time, you may cancel without penalty up to 1 hour before the scheduled preparation time.
• Catering or Large Group Orders: Catering orders and large-volume orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made within 24–48 hours may be subject to a 25% cancellation fee. Cancellations made less than 24 hours in advance may be subject to a 50% cancellation fee or no refund, depending on the stage of preparation.

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

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your claim has not been handled fairly, you have the following options for escalating your dispute:

9.1 Internal Escalation

Request that your complaint be escalated to a senior manager or the operations team at Pequod's Pizza. You can do so by replying to your original correspondence and clearly stating that you would like to escalate your complaint. We commit to responding to all escalated complaints within 5 business days.

9.2 Chargeback Through Your Bank

If you used a credit or debit card for your purchase and believe a charge was unauthorized or incorrect, you have the right to initiate a chargeback through your card issuer. Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute billing errors. Please note that initiating a chargeback before contacting us first may delay resolution. We encourage you to attempt to resolve the matter directly with us before pursuing a chargeback.

9.3 FTC and Consumer Protection Agencies

As a United States-based business, our practices are subject to oversight by the Federal Trade Commission (FTC). If you believe we have engaged in unfair or deceptive practices, you may file a complaint with the FTC at www.ftc.gov. You may also contact your state's Attorney General's office or local consumer protection agency.

9.4 Informal Mediation

For disputes that cannot be resolved through direct communication, Pequod's Pizza is open to participating in informal mediation through a neutral third party. If you wish to pursue this option, please contact us at [email protected] to discuss arrangements.

10. Fraud Prevention

Pequod's Pizza takes fraudulent refund requests seriously. We reserve the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or made in bad faith. Customers who are found to have submitted false claims, manipulated evidence, or repeatedly abused our refund policy may be subject to account suspension and may be reported to appropriate authorities.

We employ order verification, IP tracking, and other security measures to protect the integrity of our platform and our refund process.

11. Changes to This Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage all customers to review this policy periodically. Continued use of our website or services after changes have been posted constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our customer service team is available to assist you Monday through Sunday during regular business hours.

This Refund Policy was last updated on May 20, 2026. All terms are subject to applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission Act and the Fair Credit Billing Act.