Refund Policy

Effective Date: April 20, 2026 | Last Updated: April 20, 2026

1. Introduction

This Refund Policy ("Policy") governs all refund, exchange, and cancellation requests made in connection with orders placed through our website at deweyspizzas.top or through any other ordering channel operated by Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this Policy.

We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection statutes. We are committed to fair, transparent, and timely resolution of all refund-related concerns.

Please read this Policy carefully before placing your order. If you have any questions, contact us at [email protected] or visit our website at deweyspizzas.top.

2. Eligibility Conditions for Refunds

We want every customer to enjoy a great meal from Dewey's Pizza. Refunds may be issued under the following conditions:

• Incorrect Order: You received an order that does not match what you placed (e.g., wrong toppings, wrong size, missing items).
• Poor Food Quality: The food arrived in a condition that was clearly unsatisfactory — such as being severely undercooked, overcooked, or otherwise unfit for consumption.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and our delivery team is unable to verify successful delivery.
• Allergen Issues: You received a product that contained an ingredient you specifically requested to be omitted due to a documented allergy or dietary restriction, provided such request was clearly noted at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

To be eligible for a refund, the issue must be reported within the timeframe described in Section 3 of this Policy. Dewey's Pizza reserves the right to request photographic evidence or other reasonable documentation to support a refund claim.

3. Timeframes for Refund Requests

Timely reporting is essential to our ability to investigate and resolve your concern effectively. The following timeframes apply:

Refund requests submitted outside these timeframes may not be honored. However, Dewey's Pizza may, at its sole discretion, consider late submissions on a case-by-case basis in exceptional circumstances. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, there are certain situations in which refunds will not be issued:

• Change of Mind: Refunds are not available simply because you changed your mind after placing or receiving an order.
• Consumed Orders: Refunds will not be granted for orders that have been substantially consumed or used before a complaint is reported.
• Customer-Error Orders: If you placed the wrong order (selected the wrong size, toppings, or quantity) and the order was prepared correctly as specified, a refund may not be issued. However, we may offer a partial accommodation at our discretion.
• Third-Party Delivery Delays: Delivery delays caused by third-party delivery platforms or circumstances beyond our control (e.g., extreme weather, traffic) do not automatically qualify for a refund.
• Promotional or Free Items: Items provided at no charge as part of a promotion, deal, or loyalty reward are not eligible for a cash refund.
• Gift Cards: Amounts loaded onto gift cards or digital credits are non-refundable once applied.
• Special Event or Catering Deposits: Deposits made for catering orders or special event bookings are non-refundable once preparation has begun (see Cancellation Policy in Section 8).

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of your order, and a description of the issue ready.
2. Step 2 — Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual evidence helps us process your request more quickly.
3. Step 3 — Contact Us: Submit your refund request through one of the following channels:
   • Email: [email protected]
   • Website: deweyspizzas.top (use the Contact or Support form if available)
4. Step 4 — Provide Required Details: In your refund request, include your full name, contact information, order number, description of the issue, and any supporting photos or documentation.
5. Step 5 — Await Our Response: Our customer service team will review your request and respond within 1–2 business days. We may follow up with additional questions before making a determination.
6. Step 6 — Refund Decision: If your request is approved, we will notify you of the refund method and estimated processing time. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

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

Please note that processing times may vary depending on your financial institution. Dewey's Pizza is not responsible for delays caused by your bank or payment processor once we have issued the refund on our end. If you have not received your refund after the estimated timeframe, please contact us at [email protected].

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remaining items were delivered correctly and in good condition.
• A specific topping, side item, or add-on was missing, but the main item was delivered as ordered.
• The food quality was slightly below standard but was not entirely unacceptable or unsafe to consume.
• A discount, coupon, or promotional credit was applied to the original order, in which case any refund will be calculated based on the actual amount paid.
• You used a combination of payment methods (e.g., gift card plus credit card), and the refund will be proportionally applied to each payment source.

The amount of any partial refund will be determined by Dewey's Pizza based on a fair assessment of the specific issue reported. We will communicate the partial refund amount to you clearly before processing it.

8. Cancellation Policy

We begin preparing your order shortly after it is confirmed. As a result, our ability to cancel orders is time-sensitive. Please review the following cancellation terms:

8.1 Standard Orders (Delivery and Pickup)

• Within 5 minutes of placing the order: You may cancel your order for a full refund by contacting us immediately at [email protected].
• After 5 minutes: Once order preparation has begun, cancellations may not be accepted, and no refund will be issued. At our discretion, we may offer store credit as a goodwill gesture.
• Pre-Scheduled Orders: Orders scheduled for a future date or time may be cancelled up to 2 hours before the scheduled preparation time for a full refund.

8.2 Catering and Large Group Orders

• More than 48 hours before the event: Full refund of any deposit or prepayment made.
• 24–48 hours before the event: 50% of the total order value will be refunded. The remaining 50% will be retained to cover preparation and ingredient costs.
• Less than 24 hours before the event: No refund will be issued, as ingredients and preparation resources will have already been committed.

To cancel a catering or large group order, please contact us as soon as possible at [email protected] and include your order number and event date.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not applicable. However, Dewey's Pizza offers the following accommodations in lieu of exchanges:

• Order Replacement: If your order was incorrect or significantly below quality standards and is reported within the eligible timeframe, we may offer to remake and redeliver your order at no additional charge, subject to availability and delivery area.
• Store Credit: In cases where a replacement is not feasible (e.g., you have already eaten or the kitchen has closed), we may issue store credit equivalent to the value of the affected item(s) for use on a future order.
• Coupon or Discount Code: As a goodwill gesture for minor inconveniences, we may issue a discount code or coupon for a future order.

Requests for replacements are subject to the same timeframe requirements described in Section 3. We reserve the right to limit the number of replacement orders per customer within a given period to prevent abuse of this policy.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with our initial response to your refund request, you may escalate the matter through the following process:

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or not adequately addressed, you may request a review by a senior member of our customer service team by replying to our response email and clearly stating that you wish to escalate your complaint. We will aim to provide a final determination within 3–5 business days of receiving your escalation request.

10.2 External Dispute Options

If after internal escalation you remain unsatisfied with our resolution, you have the right to pursue the following external options:

• Credit Card Chargeback: You may contact your credit card issuer to dispute a charge. Your card issuer will conduct its own investigation in accordance with applicable card network rules.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.
• Federal Trade Commission (FTC): If you believe our practices violate consumer protection laws, you may file a complaint with the FTC at www.ftc.gov or call 1-877-FTC-HELP.
• State Attorney General: Depending on your state, you may also file a complaint with your state's consumer protection office or Attorney General.

We strongly encourage you to contact us before pursuing external dispute resolution, as we are genuinely committed to resolving issues in a timely and amicable manner.

11. Fraud Prevention

Dewey's Pizza takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we believe, in good faith, are fraudulent, abusive, or otherwise made in bad faith. Repeated false claims may result in the suspension or permanent ban of a customer's account and may be reported to relevant authorities as required by law.

12. Changes to This Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at deweyspizzas.top with a revised effective date. Your continued use of our services after any changes have been posted constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

13. Contact Information

For all refund-related inquiries, questions about this Policy, or to submit a refund request, please contact us using the information below: