Refund Policy

At Punch Pizza, we are committed to delivering an exceptional dining experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we want to ensure our customers are treated fairly and transparently. Please read this Refund Policy carefully to understand your rights and our procedures when handling refund requests.

1. Overview

This Refund Policy applies to all orders placed directly through our website at punchcafepizza.rest, by phone, in person, or through any other official Punch Pizza ordering channel. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with a revised effective date.

As a food service business operating in the United States, we adhere to all applicable federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act. Our goal is to resolve all refund and complaint matters fairly, efficiently, and in good faith.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Punch Pizza experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that differ significantly from what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: Part of your order was missing upon delivery or pickup, and you did not receive the items you paid for.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of receipt.
• Allergic Reactions or Special Dietary Violations: If you clearly specified dietary restrictions or allergen concerns at the time of ordering and the food delivered did not comply with those specifications, you may be eligible for a refund. Please note that we encourage all customers with severe allergies to contact us directly before placing an order, as cross-contamination cannot always be fully prevented in a shared kitchen environment.
• Duplicate Charges: If you were charged more than once for the same order due to a technical error, we will refund the duplicate charge in full.
• Failed Delivery: If your delivery order was confirmed but never arrived, and this is verified by our records, you are eligible for a full refund or a replacement order.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting documentation such as photographs of the incorrect or substandard food, order confirmation numbers, or other evidence to process your request efficiently.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

We strongly encourage customers to inspect their orders at the time of receipt. Requests submitted outside the timeframes listed above may not be honored, though we will review each situation individually and exercise reasonable discretion.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following items and situations are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after the order has been prepared or is in transit.
• Consumed Food: If the majority of the food item has been consumed and no verifiable quality issue is reported, a refund will not be issued.
• Incorrect Delivery Address: If an order is undeliverable or delivered to the wrong location due to an incorrect address provided by the customer, we are not liable for a refund.
• Promotional or Complimentary Items: Free items provided as part of a promotion, discount, or goodwill gesture are not eligible for exchange or monetary refund.
• Customization Dissatisfaction: If you specifically requested customizations that altered the standard recipe, and the customization was followed correctly, dissatisfaction with the result does not automatically qualify for a refund.
• Third-Party Delivery Platform Orders: Orders placed through third-party platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies. We encourage customers who ordered through a third-party service to contact that service directly.
• Late Requests: Refund requests submitted after the applicable timeframe has elapsed.

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

Requesting a refund from Punch Pizza is straightforward. Please follow these steps to ensure your request is handled as quickly as possible:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the item(s) in question (if applicable)
   • Your contact information (name, email address, and phone number)
2. Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: punchcafepizza.rest
3. Describe the Problem: In your message or call, clearly explain the nature of the issue. Include all relevant details such as the specific item(s) involved, what was wrong, and any evidence you have gathered.
4. Await Confirmation: Our team will acknowledge your refund request within 1 business day of receiving it. We may follow up with additional questions or request photos if not already provided.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund or replacement process. You will receive a confirmation once the refund has been processed.

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. Please review the estimated processing times below:

Please note that while we initiate the refund on our end promptly, the actual posting of funds to your account may vary based on your financial institution's policies. We recommend contacting your bank or card issuer if you do not see the refund reflected within the stated timeframe.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be offered under the following conditions:

• Only one or a few items in a multi-item order were incorrect, missing, or substandard, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of the item (e.g., one side of a pizza was overcooked, but the rest was acceptable).
• A delivery delay resulted in the partial unsatisfactory experience, but food was ultimately received.
• A promotional discount was applied at the time of the original order, affecting the refundable amount.

In all cases involving partial refunds, our team will clearly communicate the amount to be refunded and the reasoning behind the calculation. We aim to be fair and transparent in all partial refund determinations.

8. Exchange Policy

In lieu of a monetary refund, Punch Pizza may offer to replace your order or provide a store credit equivalent to the value of the affected items. Exchanges are subject to the following terms:

• Same-Day Replacement: If you report an issue immediately upon receipt of your order and we are able to verify the problem, we may offer to prepare and deliver or provide a replacement item on the same day, subject to operational hours and availability.
• Store Credit: As an alternative to a cash or card refund, we may offer store credit valid for use on a future order. Store credits do not expire and can be applied to any menu item.
• No Exchanges on Consumed Items: As with refunds, exchanges will not be offered for food items that have been substantially consumed.
• One Exchange Per Incident: We reserve the right to limit exchanges to one replacement per reported issue to prevent misuse of this policy.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please review our cancellation terms below:

9.1 Online and Phone Orders

Orders may be cancelled within 5 minutes of being placed, provided that the order has not yet entered the preparation stage. Once our kitchen begins preparing your order, cancellations may not be possible, and a refund may not be issued.

9.2 Advance / Scheduled Orders

If you have placed an order scheduled for a future date or time, you may cancel it up to 2 hours before the scheduled time without penalty. Cancellations made less than 2 hours before the scheduled time may be subject to a partial charge or store credit only, depending on the preparation status of the order.

9.3 Large Group or Catering Orders

For large catering or group orders, cancellations must be made at least 24 hours in advance for a full refund. Cancellations made within 24 hours of the scheduled pickup or delivery time may result in a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

9.4 How to Cancel

To cancel an order, please contact us immediately at [email protected] or through the contact options listed on our website at punchcafepizza.rest. Please have your order number ready to facilitate prompt processing.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your issue has not been resolved fairly, we encourage you to follow our internal escalation process before pursuing external remedies.

10.1 Internal Escalation

If your initial refund request is denied or partially approved and you disagree with the decision, you may request a secondary review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case within 3 business days and provide a final determination.

10.2 Chargeback Rights

If you believe you have been wrongfully charged and our internal process has not resolved your concern, you retain the right to dispute the charge with your credit card company or bank. We comply fully with chargeback procedures and will provide necessary documentation to your financial institution as required.

10.3 Consumer Protection Resources

As a consumer in the United States, you also have the right to file a complaint with the following agencies if you believe consumer protection laws have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — for state-level consumer protection concerns
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Resolution

We strongly encourage all customers to first attempt to resolve disputes directly with us. We are committed to resolving issues quickly and amicably without the need for third-party involvement. Our team is dedicated to your satisfaction.

11. Fraud Prevention

Punch Pizza is committed to maintaining a fair and honest refund process for all customers. We actively monitor refund activity to identify and prevent abuse of our policy. Customers found to be misusing the refund or exchange system — including but not limited to filing false claims, submitting fabricated evidence, or repeatedly requesting refunds for orders with no verifiable issues — may have their refund privileges suspended and may be restricted from placing future orders.

12. Policy Updates

We may update this Refund Policy periodically to reflect changes in our business practices, applicable laws, or customer feedback. Any significant changes will be communicated on our website. We encourage you to review this page regularly to stay informed. Your continued use of our services after a policy update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or need to initiate a refund request, please reach out to us using any of the following contact methods. Our customer support team is ready to assist you.

This Refund Policy was last updated on July 18, 2026, and is effective immediately. Thank you for choosing Punch Pizza — we value your trust and look forward to serving you.