Refund Policy

Effective Date: April 22, 2026 | Last Updated: April 22, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at deweys-pizzas.click, by phone, or in person at any Dewey's Pizza location. By placing an order with us, you acknowledge and agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

We handle all refund requests on a case-by-case basis and strive to be fair to both our customers and our business. Our goal is to ensure every customer leaves satisfied with their Dewey's Pizza experience.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust type, wrong item entirely).
• Missing Items: One or more items from your order were not delivered or provided to you.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Allergic Reactions / Allergen Errors: You notified us of a food allergy at the time of ordering and your order was prepared with the allergen present. (Please note: we always recommend customers with severe allergies exercise caution, as cross-contamination risks may exist in our kitchens.)
• Order Not Received: Your delivery order was never received and was not due to an incorrect address provided by the customer.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.
• Significant Delay: Your order was significantly delayed beyond the estimated delivery or pickup time and was no longer usable upon receipt.

Refunds will not be granted based solely on a change of mind after food has been prepared. Because our products are perishable food items prepared fresh upon order, general dissatisfaction unrelated to quality, accuracy, or service issues does not automatically qualify for a refund.

3. Timeframes for Refund Requests

We require that all refund requests be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Correctly prepared orders that the customer simply decided they no longer want after preparation has begun.
• Delivery fees and service fees once the delivery process has been initiated by our driver or delivery partner.
• Promotional or discounted items purchased as part of a limited-time offer or special promotion, unless there is a verifiable quality or accuracy issue.
• Gift cards and store credits once activated or redeemed, except as required by applicable state law.
• Customized orders specifically tailored to customer request (such as special ingredient substitutions) where the customization was fulfilled as specified.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Partially consumed food, unless the quality issue was only discoverable upon consumption (e.g., raw dough found midway through eating).
• Late refund requests submitted outside the timeframes described in Section 3.

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

To request a refund from Dewey's Pizza, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as possible after discovering the issue. You can contact us via:
   • Email: [email protected]
   • Website: deweys-pizzas.click
2. Step 2 – Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time the order was placed and received
   • A clear description of the issue
   • Photographs of the food or packaging, if the issue is related to quality, incorrect preparation, or missing items (photos are strongly recommended and may be required)
3. Step 3 – Submit Your Request: Send your request with all relevant details and supporting documentation (photos, receipts) to [email protected]. Please use the subject line: "Refund Request – [Your Order Number]".
4. Step 4 – Review Process: Our customer service team will review your request and may follow up with additional questions. We aim to respond to all refund requests within 1–3 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and the method and timeline for the refund or resolution.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the credit to your account. Dewey's Pizza is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may be appropriate under the following circumstances:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• A portion of the food was consumed before the quality issue was discovered, and the remainder of the order was satisfactory.
• The delivery was delayed, but the food was still usable upon arrival, warranting a partial refund of delivery fees.
• A discount or promotional offer was applied to the original order, and only a portion of that order is being returned or refunded.
• The issue affected quality but was minor in nature and did not render the food entirely unusable.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of the order and issue. We will always communicate clearly what amount is being refunded and why.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not possible in all cases. However, we do offer the following exchange options where feasible:

• Replacement Order: If you received an incorrect item or a significantly substandard product and contact us within the eligible timeframe, we may offer to prepare and send a replacement order at no additional charge, subject to availability and location.
• In-Store Exchange: For in-store or pickup orders, if you return immediately upon discovering the issue and the food has not been significantly consumed, we may remake your order on the spot.
• Store Credit: In cases where a physical replacement is not practical (e.g., the kitchen is closed, delivery is unavailable), we may issue store credit equivalent to the value of the affected items for use on a future order.

Exchanges are not available for orders placed through third-party delivery platforms. Please contact those platforms directly for assistance with exchange requests.

9. Cancellation Policy

We understand that circumstances can change after an order is placed. The following cancellation terms apply:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• Once food preparation has started, cancellations are generally not accepted, and refunds will not be issued for the food portion of the order.
• If a cancellation is requested after preparation has begun but before delivery has dispatched, a partial refund (excluding preparation costs) may be considered at our discretion.

9.2 Catering and Large Orders

• Catering orders or large group orders require a minimum of 48 hours notice for cancellation for a full refund.
• Cancellations made between 24–48 hours before the scheduled order time may receive a 50% refund or full store credit.
• Cancellations made with less than 24 hours notice may not be eligible for any refund, as ingredients and labor will have already been committed.

9.3 How to Cancel

To cancel an order, contact us immediately at [email protected] or visit our website at deweys-pizzas.click. Please include your order number and reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza provides the following escalation and dispute resolution process:

1. Step 1 – Internal Escalation: Request that your complaint be escalated to a supervisor or manager within our customer service team. You may do this by replying to any refund-related correspondence or by emailing [email protected] with the subject line: "Escalation Request – [Your Order Number]". A senior team member will review your case within 3–5 business days.
2. Step 2 – Good Faith Negotiation: We are committed to resolving disputes through open and honest communication. If the initial escalation does not resolve the issue, we will work with you in good faith to reach a mutually agreeable resolution.
3. Step 3 – Consumer Protection Resources: If you believe your consumer rights have been violated, you may contact the following bodies:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General's Consumer Protection Office
   • The Better Business Bureau (BBB) at www.bbb.org
4. Step 4 – Chargeback: If you paid by credit or debit card and believe you have been wrongfully charged, you retain the right to initiate a chargeback through your card issuer. However, we ask that you contact us first, as we may be able to resolve the issue more quickly and without the need for formal dispute proceedings.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various consumer protection laws. Under the FTC Act, businesses are prohibited from engaging in unfair or deceptive practices. Nothing in this Refund Policy limits or waives any rights you may have under applicable federal or state law. If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes. We encourage all customers to be aware of their rights and to contact us if they believe those rights have not been respected.

12. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at deweys-pizzas.click with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the information below. We are here to help and will do our best to respond promptly and resolve your concern.

This Refund Policy was last reviewed and updated on April 22, 2026. Thank you for choosing Dewey's Pizza. We value your business and look forward to serving you.