Refund Policy

Effective Date: July 18, 2026  |  Last Updated: July 18, 2026

1. Introduction

At Pequod's Pizza, customer satisfaction is at the heart of everything we do. We take tremendous pride in the quality of our food, the freshness of our ingredients, and the care we put into every order. However, we understand that occasionally issues may arise, and we are committed to resolving any problems promptly and fairly.

This Refund Policy governs all purchases made through our website (pequodscafe.rest), by phone, or in person. It explains your rights, our obligations, and the process for requesting a refund, exchange, or cancellation. This policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

We want every customer to enjoy a perfect experience with Pequod's Pizza. Refunds may be considered under the following conditions:

2.1 Qualifying Reasons for a Refund

• Incorrect Order: You received an item or order that is materially different from what you ordered (e.g., wrong pizza toppings, wrong size, or wrong items entirely).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to a satisfactory standard that renders it inedible or unsafe for consumption.
• Missing Items: One or more items included in your order confirmation were not delivered or provided at the point of sale.
• Allergic Reactions or Dietary Violations: You specifically communicated a dietary restriction or allergen concern at the time of ordering, and the food provided did not comply with those stated requirements.
• Order Not Delivered: A delivery order was confirmed and paid for but never arrived at the designated delivery address within a reasonable timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.

2.2 Conditions Required to Be Eligible

To be eligible for a refund, you must meet all of the following conditions:

1. The refund request must be submitted within the applicable timeframe as described in Section 3 of this policy.
2. You must provide your original proof of purchase (order number, receipt, or confirmation email).
3. Where applicable, photographic or video evidence of the food quality issue must be submitted to support your claim.
4. The item(s) in question must not have been substantially consumed (exceptions apply for quality complaints discovered after partial consumption).
5. The issue must not have been caused by factors outside our control, including but not limited to incorrect delivery address provided by the customer, customer error in order customization, or changes in dietary needs not communicated at the time of order.

3. Timeframes for Refund Requests

4. Non-Refundable Items and Services

Certain items and circumstances are explicitly excluded from our refund policy. We will not issue refunds for the following:

• Change of Mind: Orders that have already been prepared and where the customer simply changed their mind or no longer wants the food.
• Consumed Orders: Food that has been substantially or fully consumed, except in cases involving genuine food safety or quality complaints.
• Customization Errors by Customer: Incorrect orders resulting from mistakes made by the customer during the ordering process (e.g., selecting the wrong toppings, size, or crust online).
• Delivery Delays Caused by Third Parties: Delays attributable to third-party delivery services, weather conditions, traffic, or other circumstances beyond our reasonable control.
• Gift Cards and Promotional Credits: Gift cards, store credits, promotional offers, coupons, and loyalty reward points are non-refundable and cannot be exchanged for cash.
• Catering Deposits (Late Cancellation): Deposits paid for catering or event services cancelled less than 72 hours before the event are non-refundable.
• Online Service or Convenience Fees: Any service fees or platform fees charged during the online ordering process are non-refundable.
• Spice Level or Taste Preferences: Complaints based solely on personal taste preference where the item was prepared as described on the menu.

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

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

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Important: Pequod's Pizza is not responsible for delays caused by your financial institution, credit card issuer, or third-party payment processor. If you do not receive your refund within the stated timeframe, please first check with your bank or payment provider before contacting us.

7. Partial Refunds

In certain situations, only a partial refund may be granted rather than a full refund. Partial refunds may apply under the following conditions:

• Only specific items within a larger order were affected by the reported issue, while the remainder of the order was satisfactory.
• The food was partially consumed before the quality issue was identified, and the consumed portion cannot reasonably be excluded from the claim.
• A catering or event order is partially cancelled within the permitted cancellation window, with some services already rendered or prepared.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.
• The complaint relates to a side item or add-on rather than the main order, and the primary food items were delivered correctly and satisfactorily.

The determination of whether a full or partial refund is appropriate is made at the discretion of Pequod's Pizza management based on the available evidence and the nature of the complaint.

8. Exchange Policy

In many cases, we prefer to resolve food-related issues by offering a replacement or exchange rather than a monetary refund. Our exchange policy is as follows:

• Wrong Item Received: If you received the wrong item, we will prepare and deliver or make available the correct item as quickly as possible at no additional cost to you.
• Unsatisfactory Food Quality: If the quality of your food does not meet our standards, we may offer to remake the item and provide it to you free of charge.
• In-Store Exchanges: For orders placed in-store or for pickup, exchanges should be requested immediately upon receipt of the order or as soon as the issue is identified. Exchanges must be presented with the original item(s) when feasible.
• Delivery Order Exchanges: For delivery orders, we will arrange a replacement delivery or offer a credit toward a future order, depending on the circumstances and delivery logistics.

Customers are not required to accept an exchange in lieu of a refund if the original issue was caused by our error. However, we encourage customers to consider an exchange as a faster resolution in many cases.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy carefully based on order type:

9.1 Standard Orders (Pickup and Delivery)

Standard pizza and food orders may be cancelled for a full refund only if the cancellation request is made before the order has entered preparation. Once our kitchen has begun preparing your order, cancellations may not be possible, and refunds may not be issued.

• Online orders: Cancel within 5 minutes of placing the order by contacting us immediately via email at [email protected] or by calling our location directly.
• Phone orders: You may cancel at the time of the call before confirmation is given. After confirmation, cancellations are subject to preparation status.

9.2 Catering and Event Orders

For pre-paid catering orders and special event bookings, the following cancellation terms apply:

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request that your case be escalated to our management team. Please send a detailed email to [email protected] with the subject line "Refund Dispute — Escalation Request", including your original claim details and the reason you are dissatisfied with our initial decision. A senior team member will review your case within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you have been wrongly charged. This right is protected under the Fair Credit Billing Act (FCBA). We ask that you contact us first to give us the opportunity to resolve the issue before initiating a chargeback, as chargebacks can be a lengthy process for both parties.

10.3 Third-Party Platform Disputes

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, refund and dispute resolution processes may be governed by that platform's own policies. We recommend contacting the relevant platform's customer support directly for orders placed through those channels. Pequod's Pizza will cooperate with third-party platforms in resolving legitimate disputes.

10.4 Consumer Protection Agencies

If you remain unsatisfied after exhausting our internal resolution process, you may contact the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state Attorney General's consumer protection office
• Better Business Bureau (BBB): www.bbb.org

11. Policy Amendments

Pequod's Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on our website at pequodscafe.rest with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services following any modification constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please do not hesitate to contact us using the information below:

This Refund Policy was last updated on July 18, 2026, and is effective as of that date.