Refund Policy

Effective Date: April 4, 2026  |  Last Updated: April 4, 2026

1. Introduction

Punch Pizza ("we," "our," or "us") operates at punch-pizza.digital and is committed to delivering high-quality food products and a satisfying customer experience. Because we deal in perishable food items, our refund policy necessarily differs from standard retail policies. We have crafted this policy to be as fair, transparent, and customer-friendly as possible while accounting for the unique nature of food service.

This policy applies to all orders placed through our website, mobile platforms, third-party delivery integrations, or directly at our location. If you have any questions, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered — fresh, correct, and as described. A refund may be eligible under the following circumstances:

• Wrong Order Delivered: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, or wrong item entirely).
• Missing Items: One or more items from your order were not delivered or were missing from your package.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery.
• Foreign Objects: The food contained a foreign object or substance not listed as an ingredient.
• Significant Delivery Delay: Your order arrived more than 60 minutes beyond the estimated delivery window and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Cancellation Before Preparation: You cancelled your order within the eligible cancellation window (see Section 8) before food preparation began.

Refunds are evaluated on a case-by-case basis. Punch Pizza reserves the right to request supporting evidence such as photographs of the item(s) in question, order confirmation numbers, or written descriptions of the issue.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted after the applicable timeframe may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Food items that have been partially or fully consumed before the complaint is raised (unless a quality or safety concern is identified).
• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Items that were correctly prepared according to the order, but the customer changed their mind after delivery.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Delivery fees charged by third-party delivery platforms (these are subject to the platform's own refund policy).
• Customization choices made by the customer (e.g., specific toppings or sauces requested) that do not reflect a preparation error on our part.
• Damage to packaging that does not affect the quality or safety of the food inside.
• Delays caused by circumstances beyond our control, including extreme weather, natural disasters, or third-party courier failures.

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

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

1. Gather Your Information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order.
2. Document the Issue: Take clear photographs of the incorrect item, missing packaging, damaged food, or any other evidence supporting your claim. Keep all original packaging if possible.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: punch-pizza.digital
4. Submit Your Request: In your message, include the following:
   • Your full name
   • Order confirmation number
   • Date and time of order
   • A clear description of the problem
   • Any photographs or supporting documentation
   • Your preferred resolution (refund, store credit, or replacement)
5. Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions.
6. Resolution: Once your request is reviewed and approved, you will be notified of the refund amount and method. Approved refunds are processed within the timeframes outlined in Section 6.

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, your bank or financial institution may take additional time to post the credit to 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 instead of a full refund. Partial refunds may apply when:

• Only a portion of the order was incorrect or missing, while the remainder was delivered correctly.
• The food was partially consumed before a quality issue was identified, reducing the verifiable scope of the complaint.
• A discount, promotional code, or coupon was applied to the original order, and the refund is calculated based on the amount actually paid.
• The issue affected only certain items in a multi-item order, and other items were delivered correctly and in good condition.
• The delivery was significantly late but the food remained consumable, warranting partial compensation rather than a full refund.

The exact amount of a partial refund will be determined by our customer service team based on a fair assessment of the situation. We will communicate the proposed partial refund amount to you before processing, and you will have the opportunity to accept it or escalate the matter for further review.

8. Cancellation Policy

Because food preparation at Punch Pizza begins almost immediately after an order is confirmed, our cancellation window is very limited. The following rules apply:

8.1 Online Orders

• Cancellations are accepted within 5 minutes of placing the order, provided that food preparation has not yet commenced.
• If food preparation has already started, cancellations will not be accepted and no refund will be issued.
• To cancel, contact us immediately at [email protected] or via our website's live chat feature (if available).

8.2 Pre-Orders and Scheduled Orders

• Pre-orders may be cancelled up to 2 hours before the scheduled delivery or pickup time.
• Cancellations made less than 2 hours before the scheduled time will not be eligible for a full refund. A partial refund covering only the cost of ingredients not yet used may be issued at our discretion.

8.3 Catering and Large Group Orders

• Orders exceeding $100 in total value require a minimum of 24 hours' notice for cancellation to receive a full refund.
• Cancellations made less than 24 hours before the scheduled time will be eligible for a 50% refund only.
• No refund will be issued for large group order cancellations made less than 4 hours before the scheduled time.

9. Exchange Policy

Due to the perishable and consumable nature of food products, direct exchanges (i.e., returning one item for another of equal value) are generally not available. However, if your order was incorrect or a quality issue is confirmed, we will offer one of the following resolutions at your choice:

• Replacement: We will prepare and deliver the correct item at no additional charge, subject to availability and within our operating hours.
• Store Credit: We will issue store credit equal to the value of the affected item(s), redeemable on your next order at punch-pizza.digital.
• Full or Partial Refund: As described in Sections 6 and 7 of this policy.

Replacements are subject to delivery area availability and operating hours. If a replacement cannot be provided at the time of the complaint, we will default to a store credit or refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your complaint was not handled fairly, you have the following options:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a senior team member or manager. Include your original case reference number and a clear explanation of why you believe the initial decision was incorrect. We will respond to escalated complaints within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) and applicable card network rules. We encourage you to contact us directly before initiating a chargeback, as we are committed to resolving issues amicably. However, we respect your legal rights and will cooperate fully with any formal dispute process.

10.3 Consumer Protection Resources

Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or their state's consumer protection office if they believe their consumer rights have been violated. The FTC Act (15 U.S.C. § 45) protects consumers from unfair or deceptive business practices.

10.4 Mediation and Arbitration

For disputes that cannot be resolved through direct communication, both parties agree to first attempt resolution through good-faith mediation before pursuing formal legal proceedings. If mediation fails, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association (AAA), conducted in the state where Punch Pizza operates, and governed by the laws of the United States and applicable state law.

11. Consumer Rights Under Applicable Law

Customers in California have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data submitted in connection with refund requests. Personal information collected during the refund process (such as your name, email, order history, and payment method) will be used solely to process your request and will not be sold to third parties.

Customers across all U.S. states are protected by the FTC Act, which ensures that businesses engage in fair and honest dealings. Our refund policy is designed to comply fully with these federal standards.

12. Changes to This Refund Policy

Punch Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at punch-pizza.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact us using the information below. Our customer support team is available during regular business hours to assist you.