Refund Policy

Effective Date: June 11, 2026  |  Last Updated: June 11, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website at deweyspizza-eat.digital, by phone, or through any affiliated ordering platforms connected to Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy.

We understand that food orders are time-sensitive and that quality matters. This policy has been designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

If you have any questions or concerns about this policy, please contact us directly at [email protected] or visit deweyspizza-eat.digital.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund, one or more of the following conditions must apply:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: Your order arrived with one or more items missing that were charged to you.
• Poor Quality or Food Safety Concern: The food received was undercooked, overcooked, spoiled, or otherwise unsafe to consume.
• Significant Delivery Delay: Your delivery arrived more than 45 minutes beyond the estimated delivery time provided at checkout, resulting in compromised food quality.
• Order Not Received: Your order was confirmed and charged but never delivered or picked up due to an error on our part.
• Duplicate Charge: You were charged more than once for a single transaction.
• Allergic Reaction Risk: An allergen was present in your order that you expressly indicated should be excluded, and this was confirmed by our kitchen records.

Refund requests based on personal preference changes, taste dissatisfaction without a quality defect, or errors made by the customer at the time of ordering may not qualify for a full refund but may be considered for a partial refund or store credit at our discretion.

3. Non-Refundable Items and Situations

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

• Orders that have already been consumed more than 50% before a complaint is raised.
• Customer errors in delivery address resulting in non-delivery (where we fulfilled the delivery to the address provided).
• Changes of mind after an order has been prepared or dispatched.
• Promotional or complimentary items provided at no charge.
• Orders placed using third-party delivery applications (e.g., DoorDash, Uber Eats, Grubhub) — in such cases, please contact the respective platform directly, as their refund policies govern those transactions.
• Donations or tips added at checkout.
• Delivery fees in cases where the food was successfully delivered on time and in acceptable condition.
• Special event catering orders cancelled less than 48 hours before the scheduled event date.

4. Timeframes for Refund Requests

Timely reporting is essential for food-related refund requests. The following timeframes apply:

Requests submitted outside these timeframes will be reviewed at our discretion. We strongly recommend contacting us as soon as possible to ensure the best possible outcome.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Have your order confirmation number, the date and time of your order, the email address used at checkout, and a description of the issue ready before contacting us.
2. Take Photographic Evidence (if applicable): If your issue involves food quality, incorrect items, or missing items, take clear photographs of the food and/or packaging before discarding anything.
3. Contact Us Directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizza-eat.digital (via the Contact or Support page)
4. Describe Your Issue: In your message, clearly explain what went wrong. Include your order number, a description of the problem, and attach any supporting photographs.
5. Wait for Confirmation: Our team will acknowledge your request within 1 business day and may follow up to request additional information.
6. Resolution Decision: We aim to resolve all refund requests within 3 to 5 business days. You will be notified of our decision via the email address provided in your request.
7. Refund Issued: If approved, your refund will be processed using the original payment method or as store credit, depending on the nature of the issue and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit in your account. We recommend contacting your financial institution if a refund has not appeared after the estimated timeframe.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The order was largely consumed before an issue was reported.
• A quality concern affected only one item in a multi-item order.
• The delivery was late but the food remained in acceptable condition.
• A promotional discount applied to the original order is factored into the refund amount.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts. We will communicate the proposed partial refund amount to you before processing, and you will have the opportunity to respond or request escalation.

8. Store Credit and Exchange Policy

Where a direct refund is not applicable or where you prefer an alternative resolution, Dewey's Pizza may offer:

8.1 Store Credit

Store credit equivalent to the value of the refundable amount may be issued to your Dewey's Pizza account or provided as a digital voucher code. Store credit:

• Is valid for 90 days from the date of issuance.
• Can be applied to future online or in-store orders.
• Is non-transferable and has no cash value.
• Cannot be combined with certain promotional offers unless otherwise stated.

8.2 Order Replacement

In cases where a food item was incorrect or of unacceptable quality, we may offer to replace the item or remake your order at no additional cost. Replacements are subject to availability and operating hours. We will arrange a replacement delivery or allow you to pick up the corrected order at your convenience.

9. Cancellation Policy

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

9.1 Standard Orders

• Cancellation before preparation begins: If you cancel your order within 5 minutes of placing it, and before kitchen preparation has begun, you are entitled to a full refund.
• Cancellation after preparation begins: Once your order has entered preparation, cancellations may not be accepted. A store credit may be offered at our discretion.
• Cancellation after dispatch: Orders that have already been dispatched for delivery cannot be cancelled. Please contact us upon delivery if there is an issue with the order.

9.2 Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled order/event time: Full refund issued.
• Cancellations made 24 to 48 hours before the scheduled time: 50% refund or full store credit offered.
• Cancellations made less than 24 hours before the scheduled time: No refund will be issued due to the preparation costs already incurred.

9.3 Pre-Orders and Scheduled Orders

Pre-orders may be cancelled free of charge up to 2 hours before the scheduled preparation time. After this window, standard cancellation terms apply.

10. Dispute Resolution Process

We make every effort to resolve refund issues amicably and promptly. In the event that you are not satisfied with our resolution, the following escalation process applies:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may request escalation to a senior member of our customer service team by replying to your case email and including "ESCALATION REQUEST" in the subject line. Escalated cases will be reviewed within 5 business days.

10.2 External Dispute Resolution

If a satisfactory resolution cannot be reached internally, you may pursue the following options:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback process in accordance with your cardholder agreement.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• State Consumer Protection Office: You may contact your state's consumer protection office or attorney general's office for assistance.
• Better Business Bureau (BBB): You may file a complaint through the BBB at www.bbb.org.

We are committed to resolving all legitimate disputes in good faith and encourage customers to contact us directly before pursuing external channels.

10.3 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Dewey's Pizza operates. Any legal disputes arising from this policy shall be subject to the jurisdiction of the applicable state and federal courts.

11. Fraudulent Refund Claims

Dewey's Pizza takes fraudulent refund requests seriously. Customers who repeatedly submit false or exaggerated claims may be subject to the following actions:

• Denial of future refund requests.
• Suspension or termination of their account.
• Reporting to relevant consumer protection or law enforcement authorities where fraud is suspected.

We monitor refund activity to ensure our policy is not abused, while remaining committed to helping genuine customers with legitimate concerns.

12. Changes to This Refund Policy

Dewey'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 deweyspizza-eat.digital. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated policy.

Material changes to this policy will be communicated via email to registered account holders where reasonably practicable.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. We are here to help and will respond as quickly as possible.