Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. About This Policy

This Refund Policy applies to all purchases, orders, and transactions made through punchpizzamenu.rest or directly at our establishment. By placing an order with Punch Pizza, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including Federal Trade Commission (FTC) regulations and relevant state-level consumer protection statutes.

We are committed to ensuring every customer receives the quality of food and service they expect. If something goes wrong with your order, we want to make it right.

2. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the details below:

3. Eligibility Conditions for Refunds

Refunds may be issued under the following qualifying circumstances. To be eligible for a refund, the issue must fall within one or more of these categories:

• Incorrect Order: You received a food item that was different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, or otherwise did not meet reasonable food quality standards.
• Food Safety Concerns: You discovered a foreign object in your food or have a credible reason to believe the food caused illness.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was never delivered and could not be located, despite confirmation of payment.
• Significant Delay: Your order was delayed beyond a reasonable timeframe and was no longer acceptable upon receipt.

Refund eligibility is assessed on a case-by-case basis. Punch Pizza reserves the right to request supporting evidence such as photographs, order receipts, or other documentation before approving a refund.

4. Timeframes for Refund Requests

To ensure timely resolution, refund requests must be submitted within the following timeframes:

5. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following circumstances are generally considered non-refundable:

• Orders that have been fully consumed before a complaint is raised.
• Customized orders where the customer provided incorrect instructions or specifications.
• Change of mind after the order has been prepared or delivered.
• Dissatisfaction based solely on personal taste preferences, provided the item was made correctly as ordered.
• Orders affected by delays caused by third-party delivery services beyond our control.
• Promotional or discounted items marked as non-refundable at the time of purchase.
• Gift cards or store credits once issued and activated.
• Orders where the customer fails to pick up a confirmed pickup order within a reasonable time (typically 30 minutes of readiness notification).
• Refund requests submitted outside the applicable timeframes listed above.

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

If you believe your situation qualifies for a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to us as soon as possible via email at [email protected]. Do not wait, as time limits apply.
2. Step 2 – Provide Your Order Details: Include your full name, order number or confirmation number, date and time of the order, and the location (dine-in, pickup, or delivery).
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. Be as specific as possible (e.g., "I ordered a pepperoni pizza but received a veggie pizza" or "Two items listed on my receipt were not in my bag").
4. Step 4 – Attach Supporting Evidence: Where applicable, attach photographs of the food item, your receipt, or any packaging that helps illustrate the issue. This step significantly speeds up the review process.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1 business day and provide a decision or request additional information within 3 business days.
6. Step 6 – Refund Issued: If your request is approved, the refund will be processed using the original payment method or as store credit, depending on the circumstances and your preference.

7. Refund Processing Times by Payment Method

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

8. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, while the rest of the order was satisfactory.
• The order was partially consumed before the quality issue was discovered.
• A discount, coupon, or promotional offer was applied to the original order, and the refund reflects only the actual amount paid for the affected item.
• Delivery fees may not be refunded if the food items themselves were delivered correctly but had a minor quality concern.
• Service fees charged by third-party platforms are non-refundable by Punch Pizza and must be addressed with the respective platform.

The amount of any partial refund will be communicated to you clearly before it is processed, and you will have the opportunity to accept or dispute it through our resolution process.

9. Exchange Policy

In many situations, rather than a monetary refund, Punch Pizza may offer a replacement or exchange as the preferred resolution. Our exchange policy works as follows:

• Incorrect Item Received: We will prepare and deliver or make available the correct item at no additional charge, provided the request is made promptly.
• Quality Issue: If the food does not meet our quality standards, we may offer to remake the item at no cost.
• Missing Items: Missing items will be prepared and provided as quickly as possible, or a credit equivalent to the value of the missing item will be applied to your account.

Exchanges are subject to availability and operational hours. If an exchange is not feasible (e.g., the restaurant is closing or the item is unavailable), a full or partial refund will be offered instead.

10. Cancellation Policy

We understand that plans change. However, because food preparation begins quickly after an order is placed, our cancellation policy is time-sensitive:

10.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided preparation has not yet begun.
• Cancellation between 5–15 minutes after placing the order: Refund may be issued as store credit only, as preparation is likely underway.
• Cancellation after 15 minutes or once order is marked as "In Preparation": Cancellations are generally not accepted, and no refund will be issued.

10.2 Catering or Large Group Orders

• Cancellations made more than 48 hours before the scheduled order time: Full refund.
• Cancellations made 24–48 hours before the scheduled order time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund, as ingredients and labor have already been committed.

10.3 Orders Through Third-Party Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Grubhub, or Uber Eats), the cancellation policy of that platform will apply. Please contact the respective platform directly to request a cancellation.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Punch Pizza provides a structured dispute resolution process:

1. Step 1 – Internal Escalation: Reply to your original refund request email and request that the matter be escalated to a manager. Include any additional information or documentation that supports your case.
2. Step 2 – Manager Review: A senior team member will review your case independently within 3–5 business days and provide a final internal decision.
3. Step 3 – Chargeback Through Your Bank: If you paid by credit or debit card and believe you have been unfairly charged, you have the right to initiate a chargeback with your bank or card issuer. We encourage you to attempt resolution with us first, as chargebacks can take significantly longer to resolve.
4. Step 4 – FTC and Consumer Protection Agencies: As a customer in the United States, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

12. Third-Party Platform Orders

If your order was placed through a third-party food delivery platform, please be aware of the following:

• Refunds for orders placed on third-party platforms (e.g., DoorDash, Uber Eats, Grubhub, Postmates) must be requested directly through those platforms.
• Punch Pizza does not control the refund policies of third-party services and cannot process refunds on their behalf.
• However, if the issue is solely related to food quality or an incorrect order prepared by us, you may still contact us at [email protected] and we will work with the platform to resolve your concern.

13. Food Allergy and Safety Disclaimer

If you experience a food safety issue, allergic reaction, or illness you believe is related to food consumed from Punch Pizza, please contact us immediately at [email protected]. We take all food safety concerns extremely seriously. In such cases:

• A full refund will be prioritized pending investigation.
• We may request information to assist with our internal food safety review.
• You should also seek appropriate medical attention immediately.
• You may report food safety concerns to your local health authority or the U.S. Food and Drug Administration (FDA).

14. Changes to This Refund Policy

Punch 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 punchpizzamenu.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically.

15. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. Consumer rights under the Federal Trade Commission Act and applicable state consumer protection laws are fully recognized and not limited by this policy.