Refund Policy

Effective Date: March 25, 2026  |  Last Updated: March 25, 2026

1. Introduction

Pequod's Pizza ("we," "us," "our," or "the Company") is committed to delivering a high-quality dining and ordering experience to every customer. Because we deal in freshly prepared food products, our refund policy is necessarily tailored to the perishable and time-sensitive nature of our offerings. This policy applies to all orders placed via our website (pequodspizza.rest), by phone, or through any authorized third-party delivery platform associated with our brand.

By placing an order with Pequod's Pizza, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection law, including the Federal Trade Commission (FTC) Act (15 U.S.C. § 41 et seq.), and any relevant state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

Refunds are evaluated on a case-by-case basis. You may be eligible for a full or partial refund under the following conditions:

• Wrong Order Received: You received items that do not match what you ordered (e.g., wrong pizza toppings, incorrect size, missing items).
• Food Quality Issue: The food was delivered or prepared in a condition that is clearly substandard — for example, undercooked, spoiled, or contaminated.
• Significant Delivery Delay: Your order was delivered more than 60 minutes beyond the quoted estimated delivery time, and the food arrived in an unsatisfactory condition as a direct result.
• Order Not Received: Your order was confirmed and charged but never delivered, and our records indicate no successful delivery was made.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error.
• Allergic Reaction Risk: An ingredient was included in your order that you specifically requested to be excluded in writing (e.g., in the order notes), and this creates a documented allergy concern.

To be eligible for a refund, you must notify us within the timeframe specified in Section 3 below and provide sufficient documentation or description of the issue.

3. Timeframes for Refund Requests

Due to the perishable nature of food, prompt reporting is essential. The following timeframes apply:

Requests submitted after these deadlines 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 Services

The following are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is filed.
• Dissatisfaction with personal taste preferences (e.g., "I didn't enjoy the flavor") when the order was prepared correctly as specified.
• Delivery fees charged by third-party platforms (these are subject to the refund policies of those respective platforms).
• Promotional items, free add-ons, or complimentary products provided as part of a special offer.
• Gift cards or store credits that have already been redeemed.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Orders affected by delivery delays caused by circumstances beyond our control, including severe weather, traffic accidents, or natural disasters.
• Catering orders that were customized and confirmed more than 48 hours in advance, where cancellation occurred less than 24 hours before the scheduled time (see Section 9).

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Have your order confirmation number, the date and time of your order, the payment method used, and a description of the issue ready.
2. Document the Issue: Where possible, take clear photographs of the incorrect, missing, or substandard food items. Photos significantly speed up the review process.
3. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pequodspizza.rest (use the Contact or Support form)
4. Submit Your Request: In your message, clearly state: (a) your order number, (b) the specific item(s) in dispute, (c) the nature of the problem, and (d) your preferred resolution (refund, replacement, or store credit).
5. Await Confirmation: Our team will acknowledge your request within 1 business day and may ask for additional information or documentation.
6. Resolution: Once all information has been reviewed, we will notify you of our decision and initiate any applicable refund or remedy within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account varies by payment method:

Please be aware that while we process refunds promptly on our end, your financial institution's processing times are outside of our control. If you do not see your refund after the maximum stated period, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a larger order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of the order.
• A significant portion of the food was consumed before the complaint was raised, suggesting the issue was not severe enough to prevent consumption.
• The delivery was late, but the food arrived in acceptable condition.
• A promotional discount was applied to the original order; the refund amount will reflect the actual amount paid for the disputed item(s), not the pre-discount price.

The amount of any partial refund will be calculated based on the price of the affected item(s), including applicable taxes, but excluding any delivery fees unless the delivery service itself is the subject of the dispute.

8. Exchange Policy

Because our products are freshly prepared perishable food items, traditional exchanges (returning an item and receiving a different item) are generally not feasible. However, we offer the following remedies in lieu of an exchange:

• Order Replacement: If you received the wrong item and report it within the required timeframe, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and operational hours.
• Store Credit: In situations where a replacement is not possible (e.g., kitchen is closed, delivery window has passed), we will issue store credit to your account equal to the value of the disputed item(s), which can be applied to a future order.
• Monetary Refund: Where neither a replacement nor store credit is the preferred resolution, and the claim is verified, a monetary refund will be processed as described in Section 6.

Our team will work with you to find the resolution that best addresses your situation.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible given the nature of freshly prepared food:

9.1 Standard Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation phase.
• Cancellation after 5 minutes but before preparation begins: Full refund may be available at our discretion. Please contact us immediately.
• Cancellation after preparation has begun: No refund will be issued, as ingredients and labor have already been committed to your order.
• Cancellation after the order has been dispatched for delivery: No refund will be issued.

9.2 Catering and Large Group Orders

• Cancellation more than 48 hours in advance: Full refund issued.
• Cancellation between 24 and 48 hours in advance: 50% refund issued. The remaining 50% may be converted to store credit at your request.
• Cancellation less than 24 hours in advance: No refund will be issued due to the significant preparation and sourcing costs already incurred.

To cancel an order, please contact us as soon as possible at [email protected] or through the contact form on pequodspizza.rest.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes fairly and in good faith.

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request a formal review by a senior member of our customer experience team. To do so, reply to your original support communication and clearly state that you wish to escalate your case. We will assign a senior representative to review your case within 3 business days.

10.2 Consumer Protection Resources

As a consumer in the United States, you have the right to file a complaint with the following regulatory bodies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): ftc.gov/complaint
• Your State Attorney General's Office — consumer protection division.
• Better Business Bureau (BBB): bbb.org

10.3 Chargebacks

You retain the right to dispute a charge with your credit card issuer or bank. However, we strongly encourage you to contact us directly first, as we are often able to resolve disputes faster and more effectively than the chargeback process. Initiating a chargeback without first engaging with us may be considered a breach of this policy and may affect your ability to place future orders.

10.4 Informal Resolution

Both parties agree to make a good-faith effort to resolve any dispute informally before pursuing formal legal remedies. This informal resolution process should be initiated by contacting us at [email protected] and allowing up to 14 business days for a response and resolution attempt.

11. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at pequodspizza.rest with an updated "Last Updated" date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund inquiries, cancellations, and related questions, please contact us using the following details: