Refund Policy

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

1. Introduction

This Refund Policy governs all purchases and orders placed through our website at pizzanapizza.rest or directly at our establishment. By placing an order with Pizzana, you acknowledge and agree to the terms described in this 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 relevant state-level regulations applicable to food service businesses.

We encourage you to read this policy carefully before placing an order. If you have any questions, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

A refund may be granted under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza, wrong toppings, wrong size, or wrong quantity).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: Your delivery order was never received, and there is no reasonable evidence of delivery.
• Significant Delay: Your order arrived significantly later than the estimated delivery window, resulting in food that was no longer fit for consumption.
• Allergen Disclosure Failure: The order contained allergens that were not disclosed in the menu and which you had specifically requested to avoid.

Refunds are evaluated on a case-by-case basis. Pizzana reserves the right to request photographic or other evidence to support a refund claim.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be accepted. We strongly encourage customers to inspect their orders upon receipt and to contact us promptly if there is an issue.

4. Non-Refundable Items and Situations

The following are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the order was placed and preparation had begun.
• Customized or special-request items that were prepared exactly as requested.
• Items consumed or substantially consumed prior to the refund request.
• Refund requests submitted beyond the stated timeframes without a valid reason for the delay.
• Discounts, promotional credits, or complimentary items provided as goodwill gestures.
• Delivery fees, where the delivery was successfully completed.
• Tip amounts paid to delivery personnel.
• Orders affected by customer-provided incorrect delivery addresses or inaccessible delivery locations.

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

To initiate a refund request, please follow these steps:

1. Step 1 – Gather Information: Before contacting us, collect the following information:
   • Your full name
   • Order number or confirmation code
   • Date and time of your order
   • Description of the issue
   • Photographic evidence (if applicable, especially for quality or incorrect order claims)
2. Step 2 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzanapizza.rest
3. Step 3 – Submit Your Claim: Provide all requested information in your initial message to help us process your request more quickly. Include any photos or documentation that support your claim.
4. Step 4 – Review and Verification: Our team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 – Resolution: Once your claim has been reviewed and approved, we will notify you of the refund decision and initiate the appropriate refund or remedy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your refund depends on your original payment method:

Please note that processing times may vary depending on your financial institution. Pizzana is not responsible for delays caused by your bank or payment processor once the refund has been issued from our end.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You have already consumed part of the order and the quality issue only applies to remaining items.
• The issue affects add-ons or extras but not the core items in your order.
• A discount or promotion was applied to the original order, and the refund is calculated based on the amount actually paid.

The amount of the partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will always aim to be fair and transparent in our assessment.

8. Exchange Policy

Where possible and operationally feasible, Pizzana may offer an exchange or replacement as an alternative to a monetary refund. This option is available under the following conditions:

• The item you received was incorrect and preparation of a replacement can be completed within a reasonable time.
• The replacement request is submitted promptly following receipt of the original order.
• The replacement item is of equal or lesser value to the original item ordered.

Replacements for delivery orders may incur a new delivery fee unless the original error was made by Pizzana. Exchanges are offered at our discretion and subject to ingredient availability and kitchen capacity at the time of the request.

Please contact us at [email protected] to discuss exchange options for your specific situation.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Cancellation Before Preparation Begins

If you wish to cancel an order and preparation has not yet started, you are entitled to a full refund of the amount paid. To request a cancellation, you must contact us as soon as possible after placing the order.

9.2 Cancellation After Preparation Has Begun

Once our kitchen staff has begun preparing your order, cancellations may not be accepted, and a refund may not be issued. In cases where a cancellation is accepted after preparation has begun, a partial refund may be offered at our discretion, minus the cost of ingredients and preparation already incurred.

9.3 Cancellation of Catering or Large Orders

For catering orders or large group orders, the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24–48 hours before the scheduled order time: 50% refund issued.
• Less than 24 hours before the scheduled order time: No refund issued, as ingredients will have been sourced and preparation scheduled.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises in connection with an order or charge, we encourage you to follow the steps below:

10.1 Internal Escalation

Contact us again at [email protected] and request that your case be escalated to a senior member of our customer service team. Please include your original refund request details and the response you received. We will review the matter and provide a final determination within 5 business days.

10.2 Payment Processor Dispute

If you believe you have been charged incorrectly and we have been unable to resolve the matter to your satisfaction, you may contact your bank or payment processor to initiate a chargeback or dispute. We recommend exhausting our internal resolution process first, as this is typically the fastest route to resolution.

10.3 Consumer Protection Agencies

Customers in the United States may also seek assistance from the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): For billing or payment-related disputes.
• State Attorney General's Office: For state-specific consumer protection matters.
• Better Business Bureau (BBB): For mediation and business accountability.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes that cannot be resolved informally shall be subject to the jurisdiction of the applicable courts in the state where Pizzana operates, in accordance with applicable federal and state law.

11. Amendments to This Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzanapizza.rest. The "Last Updated" date at the top of this page will reflect the date of the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our services following the posting of changes to this policy will constitute your acceptance of those changes.

12. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please reach out to us using the contact information below. Our customer service team is here to help you and will respond as promptly as possible.