Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

1. Introduction

Punch Pizza ("we," "us," "our," or "the Company") operates through our website fresh-punchpizza.click and associated ordering platforms. Because our products are freshly prepared food items, our refund and return policy is designed to address the unique nature of perishable goods while ensuring our customers receive fair treatment and resolution in the event of a problem.

By placing an order with Punch Pizza, you agree to the terms of this Refund Policy. This policy applies to all orders placed online through our website, by phone, or in person at our location.

2. Our Commitment to Quality

Every pizza and food item we prepare is made to order using fresh ingredients. We take great care to ensure that each order meets our quality standards. If your order does not meet your expectations due to an error on our part or a quality concern, we want to make it right.

We encourage all customers to inspect their orders upon receipt and to contact us as soon as possible if there is an issue. Timely communication allows us to address your concern promptly and effectively.

3. Eligibility Conditions for Refunds

You may be eligible for a refund or store credit under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was significantly undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy and the item was prepared incorrectly, causing an allergic reaction.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delivery Delay: Your order was delayed significantly beyond the estimated delivery time, resulting in the food being unusable.
• Order Never Received: Your delivery order was never delivered and the delivery was not completed as confirmed.

4. Non-Refundable Items and Situations

Refunds will not be issued in the following circumstances:

• You changed your mind after the order was placed and preparation has begun.
• The order was prepared correctly according to your specifications, but you simply did not enjoy the taste.
• More than 24 hours have passed since the order was received or the scheduled pickup/delivery time.
• You provided an incorrect delivery address and the order was delivered to that address as specified.
• The food was consumed in full or substantially before a complaint was made, without evidence of a genuine quality issue.
• Promotional items, free items, or items purchased using discount codes (unless a quality issue is present).
• Orders placed through third-party delivery apps (such as DoorDash, Uber Eats, or Grubhub) — those refund requests must be handled directly through the respective platform.
• Customized special requests that were fulfilled as described but not to the customer's liking.

5. Timeframes for Refund Requests

Due to the perishable nature of food products, we require that all refund requests be submitted within specific timeframes. Requests made outside of these windows may not be eligible for a refund.

We reserve the right to decline refund requests that fall outside of the above timeframes unless exceptional circumstances are documented and substantiated.

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

To initiate a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can email us at [email protected] or visit our website at fresh-punchpizza.click.
2. Step 2 — Provide Order Information: Include your full name, order number, date and time of your order, and the email address or phone number used to place the order.
3. Step 3 — Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible, including which items were affected and the nature of the issue.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photos or videos clearly showing the issue (e.g., wrong item, food quality problem, incorrect preparation). Evidence significantly helps us process your request quickly.
5. Step 5 — Wait for Review: Our customer service team will review your request within 1–2 business days and may contact you for additional information if needed.
6. Step 6 — Receive Resolution: Once your request has been reviewed and approved, we will inform you of the resolution — whether it is a full refund, partial refund, store credit, or replacement order. We will process the approved resolution within the timeframes described in Section 7.

7. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds from our end promptly, the actual credit appearing on your account or statement is subject to your bank's or payment provider's processing schedule. We are not responsible for delays caused by third-party financial institutions.

8. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory — the refund will be limited to those specific items.
• The food quality issue affected only part of the order, while the remainder was acceptable and consumed.
• A delivery delay occurred, but the food was still received and partially consumed before the complaint was made.
• A discount, coupon, or promotional code was applied to the order — the refund will reflect the actual amount paid rather than the pre-discount price.
• The customer contributed to the issue through an error in their order customization.

The determination of whether a full or partial refund is appropriate is made at our sole discretion, based on the evidence provided and the nature of the complaint.

9. Exchange Policy

Because our food products are freshly prepared and perishable, traditional exchanges (returning an item for a different item) are generally not possible. However, in cases where an incorrect item was delivered or prepared, we will gladly prepare and send you the correct item at no additional charge, subject to the following conditions:

• The request for a replacement is made within 2 hours of receiving your order.
• The original incorrect item has not been fully consumed.
• The replacement item must be equivalent in value to the original item ordered — if a higher-value item is requested as a replacement, the difference in price will be charged.
• Replacement orders are subject to our current preparation and delivery timelines.

In some cases, at our discretion, we may offer a store credit in lieu of a physical replacement if a replacement is not logistically feasible (e.g., we are close to closing time or the delivery area is not serviceable at that time).

10. Cancellation Policy

We understand that plans change. However, because our food is made fresh to order, we have a limited window during which cancellations can be accepted without charge.

10.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and preparation has not yet started, you are eligible for a full refund.
• During Preparation: If preparation has already begun, we are unable to offer a full refund. We may offer a partial refund or store credit at our discretion depending on the stage of preparation.
• After Preparation is Complete: Orders that have been fully prepared cannot be cancelled. No refund will be issued.
• Out for Delivery: Once your order is out for delivery, it cannot be cancelled.

10.2 In-Store Orders

In-store orders placed at the counter and paid for are generally non-cancellable once preparation has begun. Please speak to a manager immediately if you need to cancel, and we will do our best to accommodate your request.

10.3 Pre-Orders and Catering Orders

For pre-orders and large catering orders, cancellations must be made at least 48 hours in advance of the scheduled pickup or delivery time to be eligible for a full refund. Cancellations made between 24–48 hours in advance may be eligible for a 50% refund or store credit. Cancellations made less than 24 hours before the scheduled time are not eligible for a refund.

11. Dispute Resolution Process

We hope to resolve all issues directly and amicably. If you are not satisfied with the resolution offered by our customer service team, you may escalate your complaint through the following process:

1. Internal Escalation: Request that your complaint be reviewed by a senior manager or owner. Contact us again at [email protected] and indicate that you would like to escalate your complaint.
2. Written Complaint: Submit a formal written complaint detailing the original issue, the resolution offered, and why you believe it was unsatisfactory. We will respond within 5 business days.
3. Consumer Protection Resources: If a resolution cannot be reached through direct communication, you may contact the following consumer protection resources:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General Office for consumer complaints
   • The Better Business Bureau (BBB) at www.bbb.org
4. Chargeback (Payment Dispute): You have the right to dispute a charge with your credit card company or bank. However, we encourage you to contact us first, as we are committed to resolving legitimate disputes fairly and directly. Filing a chargeback without first contacting us may affect your ability to place future orders with Punch Pizza.

12. Store Credit

In some cases, instead of a monetary refund, we may offer store credit. Store credit will be applied to your Punch Pizza account and can be used toward any future order. Store credit:

• Is non-transferable and non-redeemable for cash.
• Does not expire for a period of 12 months from the date of issuance.
• Can be applied to any menu item available through our website or in-store ordering system.
• Cannot be combined with other promotional offers unless otherwise specified.

13. Changes to This Policy

Punch Pizza reserves the right to modify or update 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 services following any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

If you have questions about this Refund Policy or would like to submit a refund request, please contact us using the information below. Our customer service team is available to assist you and is committed to resolving your concerns as quickly as possible.

This Refund Policy was last updated on June 12, 2026. Punch Pizza is committed to treating every customer with fairness and respect. Thank you for choosing us — we look forward to serving you.