Refund Policy

Effective Date: April 2, 2026  |  Last Updated: April 2, 2026

1. Introduction

At Punch Pizza, we are deeply committed to delivering a satisfying experience with every order — from the quality of our ingredients to the accuracy of your delivery. We understand that issues can occasionally arise, and we have established this Refund Policy to ensure that every concern is handled fairly, efficiently, and transparently.

This policy governs all refund, exchange, cancellation, and dispute resolution procedures for orders placed through our website at pizzpunch.digital or through any affiliated ordering channels. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level statutes.

2. Refund Eligibility Conditions

We want every customer to enjoy their Punch Pizza experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that were materially different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise did not meet reasonable food quality standards upon arrival.
• Damaged Packaging: The food was delivered in a condition that rendered it unsafe or significantly undesirable to consume, as a result of improper packaging or handling on our part.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.
• Significant Delivery Delay: Your order was delivered more than 60 minutes past the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Order Not Received: Your order was confirmed but never delivered or available for pickup, and this was verified as an error on our part.

Refund eligibility is assessed on a case-by-case basis. Punch Pizza reserves the right to request photographic evidence or additional information to verify a claim before approving a refund.

3. Timeframes for Refund Requests

To ensure that your concern can be properly investigated and resolved, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund, though we will still review each situation with care and may offer partial accommodations at our discretion.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Correctly Fulfilled Orders: If your order was prepared and delivered as specified, no refund will be provided based on personal taste preferences.
• Customer-Provided Errors: If an incorrect address, special instruction, or customization was provided at the time of ordering and we fulfilled the order accordingly, a refund will not be issued.
• Promotional or Discounted Items: Items purchased using discount codes, promotional pricing, or as part of a limited-time deal may not be fully refundable unless a qualifying defect exists.
• Consumed or Partially Consumed Orders: Refunds will not be granted for orders that have been substantially consumed, unless a clear food quality issue is documented.
• Delivery Fees: Delivery fees are non-refundable once the delivery has been dispatched, except in cases where the order was never delivered through our fault.
• Tips and Gratuities: Any tips or voluntary gratuities added during checkout are non-refundable.
• Digital Gift Cards or Credits: Purchased gift cards and promotional credits are non-refundable and non-transferable.

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

Requesting a refund from Punch Pizza is straightforward. Please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Have the following details ready: your full name, email address used for the order, order number (found in your confirmation email), date and time of the order, and a clear description of the issue.
2. Step 2 — Document the Issue (If Applicable): If your concern relates to food quality, incorrect items, or damaged packaging, please take clear photographs before discarding or consuming the food. These images will support your claim.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzpunch.digital
4. Step 4 — Submit Your Request: In your message, include your order number, a detailed description of the issue, the resolution you are requesting (refund, replacement, store credit), and any supporting photos or documentation.
5. Step 5 — Await Confirmation: Our team will acknowledge receipt of your request within 1 business day and will review your case.
6. Step 6 — Resolution: Once your request has been reviewed, we will notify you of our decision via the email address on file. If approved, your refund or resolution will be processed promptly according to the timelines specified below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may require additional time to post the credit to your account. Punch Pizza is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be granted instead of a full refund. Partial refunds may apply when:

• Only specific items in a multi-item order were incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A food quality issue affected only part of an order.
• A promotional discount, coupon, or store credit was applied to the original order — in such cases, the refund may be adjusted proportionally.
• The customer has already consumed a portion of the order prior to reporting the issue.
• A delivery delay occurred, but the food was ultimately delivered and was reasonably acceptable in condition.

The amount of any partial refund will be communicated to the customer during the resolution process. Customers may accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are not always possible. However, Punch Pizza offers the following exchange accommodations:

• Replacement Orders: If your order was incorrect or a significant quality issue is identified and reported within the eligible timeframe, we may offer to prepare and send a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit in Lieu of Exchange: In situations where a replacement order cannot be fulfilled (e.g., kitchen is closed, delivery distance, or item unavailability), we will issue an equivalent store credit to your Punch Pizza account for use on a future order.
• In-Store Resolution: For pickup orders, customers may visit the location directly to request an item replacement at the time of pickup if an error is identified before leaving the premises.

Exchanges are not available for orders that were correctly fulfilled in accordance with the original order specifications, or for situations arising from customer preference changes after the order has been placed.

9. Cancellation Policy

We begin preparing your order very shortly after it is placed to ensure freshness and timely delivery. For this reason, our cancellation window is limited:

9.1 Online and App Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that preparation has not yet begun.
• Once preparation has started (typically within 5–10 minutes of order placement), cancellations will not be accepted and no refund will be issued.
• To cancel an order, contact us immediately via email at [email protected] with your order number and a cancellation request. We will confirm whether cancellation is possible.

9.2 Scheduled and Pre-Orders

• Scheduled orders (placed in advance for a future time) may be cancelled up to 60 minutes before the scheduled preparation time for a full refund.
• Cancellations made within 60 minutes of the scheduled time may only receive a partial refund or store credit, depending on the stage of preparation.

9.3 Catering and Large Group Orders

• Catering and bulk orders must be cancelled at least 48 hours in advance of the scheduled fulfillment time to qualify for a full refund.
• Cancellations made between 24 and 48 hours in advance may receive a 50% refund.
• Cancellations made less than 24 hours before the fulfillment time are non-refundable due to the cost of ingredients and preparation already invested.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Punch Pizza provides a structured dispute resolution process to ensure fairness:

1. Step 1 — Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please reference your original case or ticket number.
2. Step 2 — Management Review: A member of our management team will review your case within 3 business days and provide a final internal determination.
3. Step 3 — Good Faith Negotiation: Both parties agree to attempt to resolve the dispute through good faith communication before pursuing external remedies. We genuinely want to make things right for our customers.
4. Step 4 — Chargeback Process: If you believe an unauthorized or erroneous charge was made and we have been unable to resolve the issue, you have the right to initiate a chargeback with your credit card issuer or bank in accordance with their policies and applicable law.
5. Step 5 — Consumer Protection Agencies: If you feel your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection agency.

11. Consumer Rights Under United States Law

Customers in the United States are protected by federal and state consumer protection laws. Key protections include:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive business practices. Punch Pizza is committed to full compliance with FTC standards.
• Fair Credit Billing Act (FCBA): Provides consumers the right to dispute unauthorized or erroneous charges on credit card statements.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer rights and protections may apply. Customers in California, for example, may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and related statutes.

Nothing in this Refund Policy shall limit or waive any rights you are entitled to under applicable federal or state law.

12. Policy Updates

Punch Pizza reserves the right to update, modify, or revise this Refund Policy at any time. When changes are made, the updated policy will be posted on our website at pizzpunch.digital with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services following the posting of changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or disputes, please contact our customer support team using the information below:

This Refund Policy was last reviewed and updated on April 2, 2026. Punch Pizza is committed to transparency and fairness in all customer interactions. Thank you for choosing Punch Pizza.