Refund Policy

At Pequod's Pizza, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines our procedures, eligibility criteria, and timelines to ensure fair and transparent resolution of all refund-related requests.

By placing an order through our website pequods-cafe.click or through any affiliated ordering platform, you agree to the terms set forth in this policy. We encourage you to read this document carefully before completing any purchase.

1. General Refund Philosophy

Pequod's Pizza takes pride in the quality of our food and service. Our goal is to ensure every customer receives their order as expected — fresh, accurate, and delivered on time. When we fall short of that standard due to reasons within our control, we are committed to making it right. Refunds are evaluated on a case-by-case basis, and we strive to resolve all disputes quickly and fairly.

2. Eligibility Conditions for Refunds

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

• Your order was significantly incorrect (wrong items delivered or prepared).
• Your food arrived in an unacceptable condition (e.g., spoiled, foreign objects present, severely undercooked or overcooked).
• Your order was never delivered, and delivery confirmation cannot be verified.
• You were charged more than once for the same order due to a payment processing error.
• Your order was cancelled by Pequod's Pizza due to item unavailability or operational issues.
• A promotional price or discount code was applied incorrectly, resulting in an overcharge.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored at our discretion. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, including but not limited to:

• Orders that have been fully consumed or largely consumed before a complaint is raised.
• Customized orders made specifically to your request (e.g., special dietary modifications) that were prepared accurately.
• Delivery fees, where delivery was successfully completed to the address provided by the customer.
• Orders where the issue was caused by incorrect information provided by the customer (wrong address, wrong contact number, wrong item selection).
• Gift cards and promotional credits — these are non-refundable and non-exchangeable for cash.
• Orders delayed due to circumstances beyond our control, such as severe weather, traffic incidents, or third-party delivery carrier delays.
• Dissatisfaction based on spice level, portion size opinion, or personal taste when the order was prepared correctly as described on the menu.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or through the contact form on our website at pequods-cafe.click.
2. Step 2 — Provide Your Order Details: Include the following information in your refund request:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of your order
   • A detailed description of the issue
   • Photographic evidence (if applicable, such as incorrect items, damaged packaging, or food quality issues)
3. Step 3 — Await Review: Our team will review your submission within 1–3 business days. We may contact you for additional information or clarification.
4. Step 4 — Receive Our Decision: Once a decision is made, we will notify you via email. If your refund is approved, we will initiate the process immediately.
5. Step 5 — Refund Issuance: Refunds will be issued using the original payment method unless otherwise agreed upon. See Section 6 for processing timelines.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on the payment method used at checkout:

Please be aware that Pequod's Pizza initiates the refund on our end promptly, but your financial institution's processing time is beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be offered rather than a full refund. Partial refunds are typically issued when:

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was delivered accurately and in acceptable condition.
• You received an order that was partially missing items.
• A minor quality issue was reported that does not warrant a full order refund.
• You partially consumed the order before identifying an issue.
• A discount or promotional code was used that partially offset the total; only the net amount paid for the affected item(s) will be refunded.

The amount of a partial refund will be calculated based on the menu price of the specific item(s) affected, minus any applicable discounts already applied to that item.

8. Exchange Policy

In lieu of a monetary refund, Pequod's Pizza may offer to replace or re-prepare your order under the following conditions:

• The incorrect item can be confirmed through our order records.
• The exchange request is made within 1 hour of the original delivery or pickup time.
• The customer is able to return the incorrect or unsatisfactory item (for in-store or delivery pickup situations).
• Replacement availability depends on current kitchen capacity and ingredient availability.

We will make every effort to prepare and deliver a replacement order in a timely manner. If a replacement is not feasible, a full or partial refund will be offered instead. Exchanges are not available for orders placed through third-party delivery platforms — please contact the relevant platform directly in those cases.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines carefully:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has started preparing it, you are eligible for a full refund.
• After preparation has begun: Once our kitchen has started preparing your order, cancellations may result in only a partial refund or no refund, as ingredients and labor costs have already been incurred.
• After dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued in this case unless a valid quality or accuracy issue is reported upon receipt.

9.2 Pequod's Pizza-Initiated Cancellations

On rare occasions, we may need to cancel your order due to:

• Ingredient unavailability or kitchen closure.
• Inability to fulfill delivery to your location.
• Technical errors in the ordering system.
• Suspected fraudulent activity on an order.

In any of these cases, you will receive a full refund within 5–7 business days and will be notified via the email address associated with your order.

9.3 How to Cancel an Order

To request a cancellation, contact us immediately at [email protected]. Include your order number and the reason for cancellation. Cancellations cannot be guaranteed once preparation has begun, so prompt communication is essential.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following escalation steps:

1. Step 1 — Internal Escalation: Reply to your refund decision email and request that your case be reviewed by a senior member of our customer service team. Provide any additional documentation or reasoning to support your claim.
2. Step 2 — Written Formal Complaint: Submit a written formal complaint to [email protected] with the subject line "Formal Refund Dispute." Include all previous correspondence and order details. We aim to respond to formal complaints within 5 business days.
3. Step 3 — Consumer Protection Resources: If a resolution cannot be reached internally, you may contact relevant consumer protection authorities. In the United States, customers may file a complaint with:
   • The Federal Trade Commission (FTC) at ftc.gov
   • Your state's Attorney General's Office or consumer protection division
   • Your credit card issuer or bank to initiate a chargeback process, if applicable
4. Step 4 — Chargeback Notice: If you initiate a chargeback through your financial institution, please notify us beforehand. Chargebacks initiated without prior communication may result in the suspension of your account access to our platform.

We are committed to working in good faith to resolve all disputes and appreciate customers doing the same.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery application (such as DoorDash, Uber Eats, Grubhub, or similar platforms), the refund policy of that respective platform applies. Pequod's Pizza does not have direct control over refund processing for orders placed through these services.

We recommend contacting the third-party platform's customer support directly for refund assistance on such orders. We are happy to cooperate with investigations and provide order confirmation details to assist in your claim.

12. Fraud Prevention

Pequod's Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or in violation of this policy. This includes, but is not limited to, repeated refund requests from the same customer without substantiated cause, or requests made in conjunction with falsified photographic evidence.

We track refund history and reserve the right to refuse service or cancel accounts found to be engaging in refund abuse. Suspected fraud may be reported to applicable law enforcement or consumer protection agencies.

13. Policy Amendments

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pequods-cafe.click with a revised effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy.

We encourage customers to review this policy periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or billing disputes, please reach out to us using the contact details below. Our customer support team is available to assist you and will make every effort to respond promptly.

This Refund Policy was last reviewed and updated on June 4, 2026. Thank you for choosing Pequod's Pizza. We value your trust and look forward to serving you.