Refund Policy

Effective Date: June 21, 2026  |  Last Updated: June 21, 2026

1. Introduction

Pequod's Pizza ("we," "us," or "our") is committed to delivering high-quality food products and a satisfying customer experience. We understand that issues can occasionally arise with food orders, and we have developed this comprehensive Refund Policy to ensure that every concern is addressed fairly and promptly.

This policy applies to all food orders placed through our website (meals-pequods.click), by phone, or through any authorized third-party delivery platforms. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level regulations.

2. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered, prepared to our high standards. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that was not what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food received was spoiled, undercooked, overcooked, or otherwise not fit for consumption upon delivery or pickup.
• Food Safety Concerns: You discovered a foreign object in the food or have a verifiable food safety complaint.
• Order Not Delivered: Your delivery order was never received and our delivery records confirm non-delivery.
• Significant Delay: Your order was delivered more than 60 minutes beyond the estimated delivery time provided at the time of order placement, without prior notification.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Technical Error: A technical error on our website or ordering system resulted in an unintended charge or incorrect order being placed.

To be eligible for a refund, you must provide reasonable documentation of the issue, which may include photographs of the food, a description of the problem, and your order number. All refund requests are subject to review and approval at our discretion.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid. Requests made outside these windows may be denied except in extraordinary circumstances at our sole discretion.

We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if an issue is identified. Timely reporting allows us to investigate and resolve your concern more effectively.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued because you changed your mind about your order after it has been prepared or delivered.
• Consumed Food: If a substantial portion of the food has already been consumed before a complaint is made (except in genuine food safety cases), a refund may be denied or reduced.
• Customization Errors Made by the Customer: If you made an error when customizing your order (e.g., selected the wrong toppings or size) and the order was correctly prepared according to your specifications, a refund will not be issued.
• Delivery Fees: Delivery fees are non-refundable except in cases where the entire order was not delivered or was canceled by us before dispatch.
• Service Fees and Tips: Platform service fees and any voluntary gratuities added to your order are non-refundable once the order is confirmed.
• Promotional or Discounted Items: Items purchased using promotional discount codes or offered as part of a limited-time special may be subject to additional restrictions and are generally non-refundable unless a qualifying defect exists.
• Gift Cards and Store Credits: Purchases of gift cards are non-refundable. Store credits issued as compensation are non-transferable and cannot be redeemed for cash.
• Orders Placed Through Third-Party Platforms: Orders placed through third-party delivery apps (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those platforms. We recommend contacting the respective platform directly for such orders.

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

To ensure your refund request is processed as efficiently as possible, please follow the steps outlined below:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of your order, and the items in question readily available.
2. Document the Issue: Where possible, take clear photographs of the food, packaging, or receipt that demonstrates the problem (e.g., missing items, incorrect order, food quality issues). This documentation significantly speeds up the review process.
3. Contact Us: Reach out to our customer support team using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: meals-pequods.click
4. Provide Required Details: In your message, include:
   • Your full name
   • Order number
   • Date and time of order
   • Nature of the complaint or issue
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, store credit)
5. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to complete the review.
6. Resolution Notification: Once your request has been reviewed and a decision has been made, we will notify you via email with the outcome and any next steps, including refund amounts, timelines, and applicable methods.

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 refer to the table below for estimated processing timelines:

Please note that these are estimated timeframes and may vary depending on your financial institution. Pequod's Pizza is not responsible for any additional delays caused by banks or payment processors. If you have not received your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory — refunds will be issued for the affected items only.
• The food quality concern applies to only part of the order.
• A significant portion of the food had already been consumed before the complaint was reported.
• A delivery delay only partially affected the order (e.g., some items were delayed while others arrived on time).
• An applicable promotional discount was applied to the original order — refund amounts will reflect the actual amount paid.

The amount of any partial refund will be calculated based on the price of the specific items affected, minus any applicable discounts or fees already applied. Our customer service team will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

Due to the perishable and consumable nature of food products, traditional product exchanges are not always possible. However, we offer the following remedies as alternatives to monetary refunds:

• Order Replacement: If your order was incorrect or of unacceptable quality, we may offer to prepare and send a replacement order at no additional charge, subject to availability and delivery logistics.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied toward your next order on meals-pequods.click.
• Complimentary Item: For minor issues, we may offer a complimentary item on your next order as a gesture of goodwill.

Exchanges and replacements are subject to our operational capacity and delivery zone. We reserve the right to determine the most appropriate form of remedy based on the specific circumstances of each complaint.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed to ensure timely delivery. Therefore, our ability to accommodate cancellations is limited.

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it, before preparation has begun. To request a cancellation, contact us immediately at [email protected] or via phone. If we are able to cancel your order before preparation begins, you will receive a full refund.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, we are generally unable to cancel it. If a cancellation is accepted at this stage, a partial refund may be issued at our discretion, deducting any costs already incurred for food preparation.

9.3 Cancellations by Pequod's Pizza

We reserve the right to cancel any order under the following circumstances:

• The delivery address is outside our delivery zone.
• Ingredients required for your order are unavailable.
• A technical error occurred during order processing.
• Fraudulent activity is suspected in connection with the order.
• Extreme weather conditions or unforeseen operational disruptions affect our ability to fulfill the order.

In the event that we cancel your order, you will receive a full refund via your original payment method within the applicable processing timeframe.

10. Dispute Resolution Process

We are committed to resolving all customer concerns quickly and amicably. If you are dissatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Review

If you believe your refund request was incorrectly denied or that the resolution offered was inadequate, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include a detailed explanation of why you believe the original decision was incorrect, along with any additional supporting documentation.

Our management team will review your dispute and respond within 5 business days.

10.2 Good Faith Negotiation

Both parties agree to make a good faith effort to resolve any dispute informally before pursuing formal legal remedies. We genuinely value your business and will make every reasonable effort to reach a mutually satisfactory outcome.

10.3 External Dispute Resolution

If an informal resolution cannot be reached, you may have the right to file a complaint with the following authorities:

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

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws in the jurisdiction where the transaction occurred. Any legal proceedings shall be conducted in the appropriate courts of competent jurisdiction within the United States.

11. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with your order, please do not hesitate to contact us using the information below:

Our customer support team is dedicated to ensuring your experience with Pequod's Pizza is a positive one. We aim to respond to all refund inquiries within 1–2 business days and to resolve all eligible claims as swiftly as possible.

12. Policy Updates

Pequod's Pizza reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at meals-pequods.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes.

Your continued use of our services and placement of orders after any changes to this policy constitutes your acceptance of the revised terms.

© 2026 Pequod's Pizza. All rights reserved. | meals-pequods.click