Refund Policy

At Punch Pizza, customer satisfaction is at the heart of everything we do. We take great pride in delivering fresh, high-quality food with every order. This Refund Policy outlines the conditions under which we accept refund requests, the process for submitting them, and how we handle disputes. Please read this policy carefully before placing an order through our website at pizzasspunchs.digital or any affiliated ordering platform.

By placing an order with Punch Pizza, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including relevant Federal Trade Commission (FTC) regulations and state-level consumer protection statutes.

1. Our Commitment to Quality

Punch Pizza is committed to preparing every order with fresh ingredients and careful attention to detail. Because our products are perishable food items prepared to order, our refund policy is structured to reflect the nature of the food service industry while still protecting our customers' rights and ensuring a fair resolution in the event of an issue.

We understand that mistakes can happen — whether an order is incorrect, damaged during delivery, or fails to meet the quality standards we promise. In such cases, we are fully committed to making things right in a timely and fair manner.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that do not match 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 bag.
• Food Quality Issues: The food arrived in a condition that is clearly unsatisfactory — for example, severely undercooked, burnt, or containing foreign objects.
• Undelivered Orders: Your delivery order was never received, and tracking or confirmation does not show a successful delivery to your address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order arrived so late that the food was no longer consumable, and you were not notified of the delay in advance.
• Allergen Issues: Your order contained an allergen that you specifically requested to be excluded, resulting in a health concern (documentation may be required).

Refund eligibility is assessed on a case-by-case basis. Punch Pizza reserves the right to request supporting evidence such as photographs of the food, order confirmation numbers, or other relevant documentation before approving a refund.

3. Timeframes for Refund Requests

To ensure we can properly investigate your concern, all refund requests must be submitted within the following timeframes:

Requests submitted after these timeframes may not be eligible for a full refund but may still be reviewed at Punch Pizza's sole discretion. We encourage customers to contact us as soon as a problem is identified to ensure the fastest and most effective resolution.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Dissatisfaction based solely on personal taste preferences, provided the order was prepared as requested.
• Incorrect delivery addresses or instructions provided by the customer at the time of ordering.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts were made.
• Promotional or discounted items marked as non-refundable at the time of purchase.
• Orders placed during special events or limited-time offers that have specific no-refund terms clearly disclosed at checkout.
• Refund requests submitted outside the applicable timeframe without exceptional justification.
• Digital gift cards or promotional credits that have already been redeemed.

5. How to Request a Refund (Step-by-Step)

Follow these steps to submit a refund request with Punch Pizza:

1. Step 1 — Gather Your Information: Locate your order confirmation email or receipt, which includes your order number, the date and time of your order, and a summary of the items purchased.
2. Step 2 — Document the Issue: If the issue involves food quality, incorrect items, or missing items, take clear photographs of the food or packaging as evidence. This documentation will significantly speed up the review process.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the methods below. Provide your order number, a description of the issue, and any supporting photos or documentation.
   • Email: [email protected]
   • Website: pizzasspunchs.digital
4. Step 4 — Review and Investigation: Our customer service team will review your request and may reach out for additional information or clarification. Most requests are reviewed within 1–3 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

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

Please note that while Punch Pizza processes refunds promptly upon approval, the actual time the funds appear in your account is controlled by your financial institution or payment provider. Punch Pizza is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing, while the rest was delivered satisfactorily.
• The food quality issue affected only specific items in a larger order.
• A discount, coupon, or promotional credit was applied to the original order, affecting the refundable amount.
• The customer partially consumed the food before reporting a quality issue.
• Delivery fees or service charges are non-refundable, but the food cost itself qualifies for a refund.

The amount of any partial refund will be calculated based on the price of the specific item(s) affected, minus any applicable fees or discounts already applied. Our customer service team will clearly communicate the refund amount before processing.

8. Exchange Policy

Where feasible, Punch Pizza may offer a replacement order instead of a monetary refund. An exchange or replacement may be offered in the following situations:

• The incorrect item was delivered and a correct replacement can be prepared and delivered promptly.
• An item was missing from the order and can be quickly prepared and sent.
• The quality of a specific item did not meet our standards, and a fresh replacement can be prepared without undue delay.

Replacements are subject to availability and operating hours. If a replacement is not feasible due to time, location, or item availability, a monetary refund or store credit will be offered instead. Customers are not obligated to accept a replacement in lieu of a refund and may choose their preferred resolution method.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued with no penalty, provided the order has not yet entered preparation.
• Cancellation after 5 minutes but before preparation begins: A refund may be issued at management's discretion. Please contact us immediately at [email protected].
• Cancellation after preparation has begun: Once your order is in active preparation, cancellations are generally not accepted, and a refund will not be issued unless there is an exceptional circumstance.
• Cancellation after dispatch for delivery: Orders that have already been dispatched to a delivery driver cannot be cancelled.

9.2 Catering and Large Group Orders

For catering orders or large group bookings:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24–48 hours before the scheduled order time: 50% refund issued; the remainder covers preparation costs already incurred.
• Less than 24 hours before the scheduled order time: No refund will be issued as ingredients and labor will already have been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Punch Pizza has a structured dispute resolution process to ensure every customer concern is handled fairly and transparently.

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request escalation to a senior customer service manager. Please email [email protected] with the subject line "Refund Dispute Escalation" and include:

• Your original order number and date
• A description of the original issue
• A summary of the resolution you received (or were denied)
• The reason you believe the resolution was inadequate
• Any supporting documentation

Escalated disputes are reviewed within 5 business days, and a formal written response will be provided.

10.2 Chargeback Rights

Customers retain the right to contact their credit card company or bank to initiate a chargeback if they believe a charge was unauthorized or if a confirmed refund was not received within the stated processing timeframe. However, we encourage customers to work with us directly before initiating a chargeback, as we are committed to resolving all legitimate disputes fairly.

10.3 Third-Party Consumer Protection

If a resolution cannot be reached through our internal process, customers may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your applicable state attorney general's consumer protection office.

11. Store Credit Option

In some cases, customers may be offered store credit as an alternative to a monetary refund. Store credit issued by Punch Pizza:

• Is valid for 90 days from the date of issuance.
• Can be applied to any future order placed through pizzasspunchs.digital or at our physical location.
• Is non-transferable and cannot be exchanged for cash.
• Cannot be combined with other promotional discounts unless specifically stated.

Customers are never required to accept store credit in place of a monetary refund if the original refund request qualifies under this policy.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzasspunchs.digital with a revised effective date. Continued use of our services after such changes constitutes your acceptance of the updated policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer service team using the details below. We strive to respond to all inquiries within 1–2 business days.

This Refund Policy was last updated on April 26, 2026. For the most current version, please visit pizzasspunchs.digital.