Refund Policy

Last Updated: May 27, 2026

1. Introduction

At Punch Pizza, we are committed to providing our customers with the highest quality food and exceptional service. We understand that there may be occasions where an order does not meet your expectations, and we want to ensure that your experience with us is always satisfactory. This Refund Policy explains your rights and our obligations regarding refunds, cancellations, and exchanges for orders placed through our website at eat-punchpizza.rest.

This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as applicable state and local regulations governing food service businesses.

If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

Punch Pizza will consider a refund request under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issues: The food delivered was of unacceptable quality, including but not limited to food that was undercooked, spoiled, or otherwise unsafe to consume.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Delivered: Your order was confirmed and payment was processed, but the order was never delivered and cannot be traced.

To be eligible for a refund, you must report the issue within the timeframe specified in Section 3 of this policy. Refund requests must be accompanied by sufficient evidence, such as photographs of the food, a description of the problem, and your order confirmation number.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, as we will review all requests on a case-by-case basis.

4. Non-Refundable Items and Services

While we strive to resolve all customer concerns, certain items and situations are not eligible for refunds:

• Change of Mind: Refunds will not be issued because you changed your mind after the order was placed and preparation has already begun.
• Customization Errors by Customer: If a food quality issue arises solely because of custom instructions or special requests provided by the customer, a refund will not be issued.
• Consumed Orders: If a substantial portion of the order has been consumed before a complaint is raised (except in cases involving food safety), we reserve the right to deny or reduce a refund.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was a result of our error.
• Promotional and Discounted Items: Items purchased using promotional codes, special deals, or discounts may be subject to limited refund eligibility.
• Completed Catering or Event Orders: Once a catering or bulk order has been prepared and delivered, it is not eligible for a refund unless there is a documented quality or safety issue.
• Digital Gift Cards: Once purchased and activated, digital gift cards are non-refundable.

5. How to Request a Refund

To submit a refund request with Punch Pizza, please follow the steps outlined below:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name
• Your order confirmation number
• The date and time of your order
• A clear description of the issue
• Photographs or supporting documentation (if applicable)

Step 2: Contact Punch Pizza

Submit your refund request by emailing us at [email protected]. Please include all information gathered in Step 1 in your message. Alternatively, you may visit our website at eat-punchpizza.rest and use the contact form available on our site.

Step 3: Review and Confirmation

Once your request is received, our customer service team will acknowledge your submission within 1–2 business days. We may reach out to you for additional information or clarification.

Step 4: Investigation

We will investigate your concern, which may include reviewing order records, delivery logs, and any evidence provided. This process typically takes 2–5 business days.

Step 5: Resolution

Once our investigation is complete, we will notify you of our decision via email. If your refund is approved, we will process it according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

If a refund is approved, the processing time will depend on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution or payment provider. Punch Pizza is not responsible for any delays caused by third-party payment processors or banks.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of the items in an order were missing or incorrect.
• Some items in the order were satisfactory, but others were not.
• The order was partially consumed before a quality concern was identified.
• A delivery delay affected only part of the order (for example, in a multi-item order, only some items arrived in unsatisfactory condition).
• The customer used a promotional code or discount that partially covered the order value.

The amount of the partial refund will be determined based on the value of the affected items and the nature of the issue. Our customer service team will clearly communicate the refund amount and the reasons for any deductions when notifying you of the resolution.

8. Exchange Policy

Due to the perishable nature of food items, direct item exchanges are generally not available. However, we offer the following alternatives in lieu of exchanges:

• Replacement Order: If your order was incorrect or unsatisfactory due to our error, we may offer to prepare and deliver a replacement order at no additional cost to you, subject to availability and your location.
• Store Credit: In place of a cash refund or replacement, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order at eat-punchpizza.rest.
• Reorder Discount: In certain circumstances, we may offer a discount voucher for your next order as a goodwill gesture.

If you would prefer a replacement over a refund, please indicate this clearly in your refund request, and our team will do their best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as fair as possible while accounting for the time-sensitive nature of food preparation.

Standard Orders

• Cancellation Within 5 Minutes of Ordering: If you cancel your order within 5 minutes of placing it and before food preparation has begun, you are entitled to a full refund.
• Cancellation After Preparation Has Begun: Once food preparation has started, we are unable to process a cancellation or provide a refund, as ingredients and resources have already been allocated.
• Cancellation of Delivery Order Before Dispatch: If your order has been prepared but not yet dispatched for delivery, cancellation may be possible at our discretion, but a restocking or preparation fee may apply.

Pre-Orders and Scheduled Orders

• Pre-orders or scheduled orders may be cancelled at least 30 minutes before the scheduled preparation time for a full refund.
• Cancellations made less than 30 minutes before the scheduled time may not be eligible for a full refund, and a partial refund may be issued at our discretion.

Catering and Bulk Orders

• Catering orders require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as significant preparation has already taken place.

To cancel an order, please contact us as soon as possible at [email protected] with your order confirmation number.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund request, Punch Pizza encourages you to explore the following dispute resolution options:

Internal Escalation

If you believe your refund request was not handled fairly, you may request an escalation by replying to your refund resolution email and clearly stating that you wish to escalate the matter. Your case will be reviewed by a senior member of our customer service team within 5 business days.

External Resolution Options

If the dispute cannot be resolved through internal escalation, you may have recourse to the following:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback process in accordance with your card agreement.
• PayPal Dispute Center: If you paid via PayPal, you may open a dispute through the PayPal Resolution Center.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov if you believe your consumer rights have been violated.
• State Attorney General: You may contact your state's Attorney General office for guidance on consumer protection remedies available in your state.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.

We are committed to resolving all disputes amicably and in good faith. We ask that you contact us directly before pursuing external remedies, as we genuinely want to address your concerns.

11. Consumer Rights Under United States Law

This Refund Policy does not limit any rights you may have under applicable United States federal and state law, including protections provided by the Federal Trade Commission Act. If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used in connection with your order and refund request.

Nothing in this policy is intended to override, limit, or waive any statutory rights that you are entitled to under applicable law.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website and services after any changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information

If you have any questions, concerns, or refund requests, please contact Punch Pizza using the details below: