Refund Policy

Effective Date: June 4, 2026 | Last Updated: June 4, 2026

1. Introduction

At Pequod's Pizza, we are deeply committed to delivering an exceptional dining experience — whether you are enjoying our legendary deep-dish pizza in-house, ordering for pickup, or receiving a delivery. Customer satisfaction is at the heart of everything we do, and we stand behind the quality of every item we prepare.

We understand that occasionally things may not go as expected. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution. Our policy is designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

By placing an order with Pequod's Pizza — whether online, by phone, or in person — you agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following conditions:

2.1 Qualifying Circumstances

• You received an incorrect item that does not match your confirmed order.
• Your order arrived in a condition that was clearly unacceptable — for example, significantly undercooked, spoiled, or containing foreign objects.
• An item was missing from your order entirely.
• Your order was never delivered and cannot be located after reasonable investigation.
• You were charged an incorrect amount due to a billing error on our part.
• Your order was confirmed but never fulfilled or prepared due to an operational issue on our end.

2.2 Conditions That Must Be Met

To be eligible for a refund, the following conditions generally apply:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide adequate proof of purchase, such as an order confirmation number, receipt, or transaction record.
• In the case of a quality complaint, photographic or video evidence may be required to support the claim.
• The item in question must not have been substantially consumed unless the issue was discovered after partial consumption (e.g., finding a foreign object after eating a portion of food).
• The request must be made in good faith and not reflect a pattern of repeated refund abuse.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes to ensure we can properly investigate and address your concern:

Requests submitted outside of these windows may not be honored unless there are exceptional circumstances, such as a documented health or safety concern. We reserve the right to make exceptions at our sole discretion.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any condition. These include:

• Customized orders prepared according to your specific special instructions (e.g., specific toppings, dietary modifications), unless the customization was not followed correctly.
• Promotional and discounted items sold as part of a limited-time offer, unless they were defective or incorrect.
• Gift cards and store credits issued by Pequod's Pizza — these are non-refundable and non-exchangeable for cash.
• Delivery fees and service fees paid to third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these are governed by the respective platform's own refund policies.
• Orders where the issue is related to personal taste preference rather than a verifiable product defect or error.
• Orders that have been fully consumed without any contemporaneous complaint, except in cases involving documented foodborne illness or safety issues.
• Donations or charitable contributions made at the point of sale.

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

If you believe you are entitled to a refund, please follow these steps to ensure your request is processed as quickly as possible:

1. Gather Your Information: Locate your order confirmation number, receipt, or proof of payment. If the issue involves a quality problem, take clear photographs or a short video of the item in question.
2. Contact Us Promptly: Reach out to our customer support team within the applicable timeframe. You may contact us via:
   • Email: [email protected]
   • Website: pequods-cafe.rest
   • In person at our restaurant location
3. Describe the Issue: Clearly explain the reason for your refund request. Include your order number, the date and time of your order, the specific item(s) in question, and a description of the problem.
4. Submit Supporting Evidence: If applicable, attach any photographs, videos, or documentation that support your claim. This helps us expedite the review process.
5. Await Review: Our team will review your request and contact you within 2 business days to acknowledge receipt and provide an initial response.
6. Resolution: Once your request has been reviewed and approved, we will notify you of the resolution — which may be a full refund, partial refund, store credit, or replacement order, depending on the circumstances.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that these timelines reflect the time after Pequod's Pizza has processed the refund. Actual posting to your account may depend on your bank or payment provider's processing schedule. Pequod's Pizza is not responsible for delays caused by financial institutions.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or unsatisfactory, and the remaining items were delivered correctly.
• A portion of the order was consumed before an issue was identified.
• The issue reported does not rise to the level warranting a full refund but still represents a service shortfall deserving compensation.
• A promotional discount was applied to the original order, and the refund is adjusted accordingly.
• Delivery fees or other service charges are excluded from the refundable amount.

The amount of a partial refund will be determined by Pequod's Pizza management based on a fair assessment of the circumstances. We will always communicate the refund amount and the reasoning before processing.

8. Exchange Policy

In many cases, we prefer to make things right by offering a replacement rather than a monetary refund. Our exchange policy works as follows:

• Incorrect Items: If you received an item you did not order, we will promptly prepare and deliver or make available the correct item at no additional cost.
• Quality Issues: If an item does not meet our quality standards, we will offer to replace it with a freshly prepared version. For delivery orders, we may credit your account for the value of the item toward your next order if re-delivery is not feasible.
• Missing Items: Missing items will be added to a future order at no charge, or a store credit equivalent to the value of the missing item will be applied to your account.

Exchanges are subject to availability and operational constraints. We reserve the right to offer a monetary refund in lieu of an exchange when an exchange is not reasonably possible.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed. Because of the nature of freshly made food, our cancellation window is limited:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is received within 5 minutes of order placement, provided preparation has not yet begun.
• Once food preparation has begun, cancellations are generally not accepted, and no refund will be issued.
• If you are unsure whether your order has entered preparation, contact us immediately at [email protected].

9.2 Pre-Orders and Scheduled Orders

• Pre-orders or orders scheduled for a future date or time may be cancelled for a full refund if the cancellation is made at least 2 hours before the scheduled preparation time.
• Cancellations made less than 2 hours before the scheduled time may be subject to a partial or no refund, depending on whether ingredients have been prepared or allocated.

9.3 Catering and Large Orders

• Cancellations for catering or large group orders (10 or more pizzas) must be submitted at least 24 hours in advance to receive a full refund.
• Cancellations made between 12–24 hours in advance may receive a 50% refund.
• Cancellations made with less than 12 hours notice are non-refundable due to ingredient and labor commitments.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you are not satisfied with our initial response to your refund request, you may pursue the following steps:

1. Escalation to Management: Request that your case be escalated to a senior manager or the business owner. You may do so by replying to any correspondence from our team or by contacting us directly at [email protected] and including "ESCALATION REQUEST" in the subject line.
2. Internal Review: Our management team will conduct a thorough review of your case within 5 business days and provide a written response outlining our final position.
3. State Consumer Protection Resources: If you believe your consumer rights have been violated, you may contact your state's Attorney General office or consumer protection division. As a U.S.-based business, Pequod's Pizza operates in compliance with applicable state and federal consumer protection laws, including the FTC Act.
4. Credit Card Chargebacks: You retain the right to dispute a charge with your credit card issuer or bank. However, we encourage you to exhaust our internal resolution process first, as we are committed to making things right before third-party intervention is necessary.
5. Better Business Bureau (BBB): You may also file a complaint with the Better Business Bureau if you feel your concern has not been adequately addressed.

11. Food Safety and Health-Related Complaints

If you believe that a food item from Pequod's Pizza caused a foodborne illness or adverse health reaction, please:

• Seek medical attention immediately if required.
• Contact us immediately at [email protected] with full details of the incident, including the date, time, order details, and symptoms experienced.
• Preserve any remaining food items if possible, as they may be needed for investigation.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA).

We take food safety with the utmost seriousness. Verified health-related complaints will be eligible for a full refund and will be investigated immediately in accordance with applicable food safety regulations.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pequods-cafe.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

This Refund Policy was last updated on June 4, 2026. All rights reserved. Pequod's Pizza operates in compliance with applicable United States federal and state consumer protection laws.