Refund Policy

At Dewey's Pizza, we are committed to delivering exceptional food and a satisfying customer experience every single time. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when something does not meet your expectations. Please read this policy carefully before placing an order through our website at pizzadeweys.digital.

By placing an order with Dewey's Pizza, you acknowledge that you have read, understood, and agreed to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-specific statutes.

1. Our Commitment to Quality

Dewey's Pizza takes great pride in the quality of every item we prepare and deliver. Our ingredients are fresh, our recipes are carefully crafted, and our team works diligently to ensure that every order meets our high standards. However, we recognize that food service involves inherent variability, and we are dedicated to resolving any legitimate concerns promptly and fairly.

If your experience does not meet the quality standards we promise, we encourage you to reach out to us as soon as possible. Our customer service team is ready to assist you in finding a satisfactory resolution.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received an item or items that do not match what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not suitable for consumption upon delivery or pickup.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time quoted at the time of ordering, resulting in food that is no longer in an acceptable condition.
• Damaged Food: The food was damaged during delivery and is not in the condition expected.
• Allergic Reactions Due to Mislabeling: You suffered an allergic reaction as a direct result of receiving an item that was not as described or labeled on our menu.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refunds are evaluated on a case-by-case basis. Submitting a refund request does not automatically guarantee that a full refund will be issued. Our team will review the details of each request thoroughly and fairly before making a determination.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes outlined below:

4. Non-Refundable Items and Situations

The following items, orders, and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized orders where ingredients were specifically requested by the customer and prepared as requested (e.g., extra spicy, specific topping combinations).
• Refund requests based solely on a change of mind after the order has been placed and preparation has begun.
• Orders that were picked up in-store and consumed on-premises without any complaint raised at the time of pickup.
• Delivery fees (except in cases where Dewey's Pizza is found to be directly responsible for the delivery failure).
• Promotional or discounted items offered at a special event pricing, unless the item is defective or incorrect.
• Gift cards or promotional credits applied to an order.
• Requests that cannot be verified due to lack of sufficient information or evidence provided by the customer.

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

To initiate a refund request, please follow the steps below:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as possible after the issue occurs. You can contact us by:
   • Email: [email protected]
   • Website: pizzadeweys.digital
2. Step 2 – Provide Your Order Details: When contacting us, please include the following information:
   • Full name used when placing the order
   • Order number or confirmation number
   • Date and time of the order
   • Delivery address or pickup location
   • A clear description of the issue you experienced
3. Step 3 – Submit Supporting Evidence (If Applicable): Where possible, please provide photographic evidence of the issue (e.g., photos of incorrect items, damaged food, or missing items). This will help our team process your request more efficiently.
4. Step 4 – Review Process: Once your request is received, our customer service team will review the details within 1–2 business days. We may contact you for additional information if needed.
5. Step 5 – Resolution Notification: You will be notified of our decision via email. If your refund is approved, the resolution may be in the form of 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 the funds depends on your original payment method:

Please note that Dewey's Pizza processes refunds on our end promptly upon approval, but the actual time the funds appear in your account depends on your bank or payment provider. If you do not see your refund after the estimated timeframe, please contact your bank 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 certain items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was acceptable.
• The food quality issue affected only part of the order.
• A discount, promotion, or coupon was applied to the original order, and the refund amount is adjusted accordingly.
• Delivery fees are non-refundable but the food portion of the order is eligible for a refund.
• The order was partially consumed before the complaint was raised.

The amount of any partial refund will be calculated based on the value of the affected items, minus any applicable non-refundable fees. Our customer service team will communicate the specific refund amount to you prior to processing.

8. Exchange and Replacement Policy

In many cases, we may offer a replacement order rather than a monetary refund. Replacements may be appropriate when:

• An incorrect item was delivered and we are able to prepare and deliver the correct item within a reasonable timeframe.
• Food was damaged during delivery and a fresh preparation is feasible.
• The customer prefers a replacement over a refund.

Replacement orders are subject to availability and operating hours. If a replacement is offered and accepted, no additional monetary refund will be issued for the same issue. If you prefer a monetary refund over a replacement, please indicate this clearly when submitting your request, and our team will assess eligibility accordingly.

We do not offer exchanges on food items for reasons of hygiene and food safety unless the item is defective, incorrect, or not as described.

9. Order Cancellation Policy

We understand that plans can change. Here is our cancellation policy for orders placed through our website or in-store:

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us immediately after placing the order if you wish to cancel.
• During Preparation: Once food preparation has begun, cancellations are generally not eligible for a full refund. A partial refund or store credit may be offered at the discretion of our management team.
• After Dispatch for Delivery: Once your order has been dispatched for delivery, cancellations are not accepted. However, if the order does not arrive or arrives in an unacceptable condition, standard refund eligibility rules apply.

9.2 In-Store Orders

• In-store orders that have not yet been prepared may be cancelled at the register before preparation begins.
• Once preparation has commenced, cancellations are at the discretion of the on-duty manager.

9.3 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made within 24–48 hours of the scheduled order may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled order time are not eligible for a refund due to ingredient preparation and staffing commitments already made.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to use the following dispute resolution steps:

Step 1 – Internal Escalation

Contact our management team directly at [email protected] and request that your case be escalated for a secondary review. Please include your original refund request details and any additional information that supports your claim.

Step 2 – Good Faith Negotiation

Both parties agree to attempt to resolve any dispute through good faith negotiation within 15 business days of the escalation request.

Step 3 – Third-Party Mediation

If a resolution cannot be reached through internal escalation, either party may request non-binding mediation facilitated by a neutral third-party mediator. The cost of mediation shall be shared equally by both parties unless otherwise agreed.

Step 4 – Consumer Protection Agencies

You also have the right to file a complaint with the following consumer protection bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Consumer Protection Office
• Better Business Bureau (BBB): bbb.org

11. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or payment provider before contacting Dewey's Pizza, we reserve the right to provide the relevant transaction information and evidence to the payment processor in accordance with their dispute resolution procedures. We will cooperate fully with any investigation and will represent the facts of the transaction accurately.

Customers who have unresolved legitimate complaints are encouraged to contact us directly at [email protected] before initiating chargebacks, as we are committed to resolving issues fairly and efficiently.

12. Modifications to This Refund Policy

Dewey's Pizza reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at pizzadeweys.digital. The "Last Updated" date at the top of this page will reflect the most recent revisions.

We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised Refund Policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our customer service team is available to assist you and will respond to all inquiries within 1–2 business days.

When contacting us, please have your order number, the email address used to place the order, and a description of your concern ready to help us serve you as efficiently as possible.