Refund Policy

Effective Date: March 25, 2026 | Last Updated: March 25, 2026

1. Introduction

Welcome to Punch Pizza's Refund Policy. We understand that issues can occasionally arise with food orders, and we want to make the resolution process as straightforward and transparent as possible. This policy applies to all purchases made through our website pizzpunch.click or any other official ordering channels associated with Punch Pizza.

By placing an order with us, you agree to the terms outlined in this Refund Policy. We encourage you to read this document carefully before making a purchase. If you have any questions, please contact our customer service team at [email protected] before placing your order.

This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Punch Pizza, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Quality Issues: The food was delivered in an unsatisfactory condition, including being raw, burnt, spoiled, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout (typically more than 45 minutes beyond the estimated time), resulting in food that is no longer suitable for consumption.
• Unauthorized Charges: You were charged for an order you did not place or were charged an incorrect amount.
• Order Not Delivered: Your order never arrived, and delivery confirmation cannot be established.
• Allergen Concerns: Your order contained an allergen that you specifically requested to be excluded, as documented in your order notes or special instructions.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered for processing:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and report any issues as soon as possible. The sooner we are notified, the better equipped we are to resolve your concern promptly and 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 simply because you changed your mind about an order after it has been prepared or is in transit.
• Promotional or Discounted Items: Items purchased using promotional codes, discount vouchers, or as part of a special deal may not be eligible for a full refund. Credits may be offered at our discretion.
• Customized Orders: If you requested specific customizations and the order was prepared correctly as per your instructions, refunds will not be provided for dissatisfaction with those custom specifications.
• Delivery Fees: Delivery fees are non-refundable unless the delivery was not completed or a significant error on our part is confirmed.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.
• Partially Consumed Orders: Orders that have been substantially consumed will not be eligible for a full refund. Partial refunds may be considered at our discretion.
• Requests Based on General Taste Preferences: We cannot issue refunds because a customer simply did not enjoy the taste of a correctly prepared food item.

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

Follow these steps to submit a refund request with Punch Pizza:

1. Step 1 — Document the Issue: Take clear photographs of the food item(s) in question, including any packaging. Note the order number, date, and time of your order. Keep any receipts or confirmation emails handy.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through our website at pizzpunch.click. Do not return food to the restaurant without prior authorization.
3. Step 3 — Provide Required Information: In your message, include the following details:
   • Full name as it appears on the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 — Receive Decision: Once your request has been reviewed, you will receive an email notification regarding the outcome. If approved, details about your refund, replacement, or credit will be included.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed according to the timeframes outlined in Section 6 of this policy.

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:

Please note that while we process refunds promptly on our end, additional delays may be caused by your bank or financial institution. These delays are outside of our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer directly before reaching out to us.

7. Partial Refunds

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

• Only some items in the order were incorrect, missing, or of poor quality.
• The order was partially consumed before the issue was discovered.
• The food quality issue affected only a portion of the total order.
• A promotional discount was applied to the order, and the refund reflects only the amount actually paid.
• Delivery was late but the food was still in an acceptable condition for consumption.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of your case. We will always communicate the refund amount clearly before processing and provide reasoning for the partial amount awarded.

8. Exchange Policy

Due to the perishable nature of food products, Punch Pizza operates under a limited exchange policy. Exchanges or replacements may be offered in the following situations:

• You received the wrong item and the correct item can be prepared and delivered within a reasonable timeframe.
• A quality issue affected an item and a fresh replacement can be dispatched promptly.
• A missing item can be dispatched separately without requiring a full order replacement.

Replacement orders are subject to availability and operational capacity at the time of the request. If we are unable to provide a replacement, a refund or store credit will be offered instead.

To request an exchange or replacement, please contact us immediately at [email protected] with your order details. Replacement requests submitted more than 2 hours after the original delivery or pickup time may not be feasible and will be evaluated for an alternative resolution such as a refund or store credit.

9. Cancellation Policy

We understand that circumstances change, and you may need to cancel an order. Our cancellation policy is as follows:

9.1 Cancellation Before Order Preparation

If you cancel your order within 5 minutes of placing it and the preparation has not yet commenced, you are eligible for a full refund. To cancel an order quickly, contact us immediately at [email protected] with your order number and request for cancellation. Please note that due to the speed at which food preparation begins, this window may be limited.

9.2 Cancellation After Order Preparation Has Begun

Once food preparation has begun, cancellations are generally not accepted, and no refund will be issued. This is because the ingredients and resources have already been committed to fulfilling your order. If extenuating circumstances exist, please contact our team and we will review your request on a case-by-case basis. Store credit may be offered at our discretion.

9.3 Cancellation After Dispatch (Delivery Orders)

Orders that are already in transit for delivery cannot be cancelled. Once a delivery driver has picked up your order, it is no longer possible to cancel. If an issue arises after delivery, please refer to the standard refund process outlined in Section 5 of this policy.

9.4 Restaurant-Initiated Cancellations

In rare circumstances, Punch Pizza may need to cancel your order due to ingredient unavailability, operational issues, or unforeseen events. In such cases, you will receive a full refund to your original payment method and will be notified via email or phone as soon as possible.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Punch Pizza provides a formal dispute resolution process to ensure fairness and transparency.

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is inadequate, you may escalate your dispute by sending a detailed written complaint to [email protected] with the subject line "Refund Dispute Escalation." Please include your original order details, your initial refund request, the response you received, and the reason for your escalation. A senior member of our team will review your case within 5–7 business days and provide a final internal resolution.

10.2 External Dispute Resolution

If you are not satisfied with our internal resolution, you have the right to pursue external remedies, including:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback if you believe the charge was unauthorized or if our services were not delivered as promised.
• FTC Complaint: File a complaint with the Federal Trade Commission at reportfraud.ftc.gov if you believe our practices violate consumer protection laws.
• State Attorney General: Contact your state's Attorney General office for consumer protection assistance.
• Better Business Bureau (BBB): File a complaint with the BBB for mediation assistance.
• Small Claims Court: You may pursue a claim in small claims court in accordance with applicable state laws and jurisdictional limits.

11. Store Credit

As an alternative to a monetary refund, Punch Pizza may offer store credit in certain situations. Store credit can be applied to future orders placed through pizzpunch.click. Store credits are:

• Valid for 12 months from the date of issuance.
• Non-transferable and cannot be exchanged for cash.
• Applicable only to orders placed through our official website.
• Subject to minimum order requirements where applicable.

If you prefer a monetary refund over store credit, please indicate this preference when submitting your refund request.

12. Consumer Rights Under U.S. Law

This Refund Policy does not limit or override any rights you may have under applicable United States federal or state laws. Depending on your state of residence, you may have additional consumer protection rights. Notable provisions include:

• FTC Act (15 U.S.C. §45): Protects consumers against unfair or deceptive acts or practices in commerce.
• State Consumer Protection Statutes: Each state has its own consumer protection laws that may provide additional rights and remedies.
• Fair Credit Billing Act (FCBA): Provides rights regarding billing errors on credit card accounts.

If any provision of this Refund Policy conflicts with applicable law, the legal requirement will take precedence. Punch Pizza is committed to full compliance with all applicable laws and regulations.

13. 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 our website at pizzpunch.click with a revised "Last Updated" date. We encourage customers to review this policy periodically to stay informed about our refund practices. Continued use of our services after any changes constitute acceptance of the updated policy.

For significant changes to this policy, we will make reasonable efforts to notify registered customers via email.

14. Contact Information for Refund Requests

For all refund inquiries, replacement requests, or questions about this policy, please contact us through the following channels:

Our customer support team is available to assist you Monday through Friday during regular business hours. For urgent food safety or allergen-related concerns, please contact us immediately and clearly mark your message as urgent in the subject line.