Refund Policy

At Punch Pizza, customer satisfaction is at the heart of everything we do. We take pride in serving fresh, high-quality food and delivering an exceptional dining experience. We understand that issues may occasionally arise, and this Refund Policy explains your rights and our procedures for handling refund requests, cancellations, and disputes in a fair and transparent manner.

Please read this policy carefully before placing any order through our website at pizzapunch.click or through any affiliated ordering platform. By placing an order with Punch Pizza, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

Punch Pizza is committed to providing freshly prepared food that meets our quality standards on every order. If for any reason your order does not meet your expectations due to an error on our part, we encourage you to contact us promptly so we can make it right. Our goal is to resolve all concerns quickly, fairly, and professionally.

This policy applies to all orders placed directly through our website (pizzapunch.click), over the phone, or through any authorized third-party delivery platform associated with Punch Pizza.

2. Eligibility Conditions for Refunds

Refund requests will be considered eligible under the following circumstances:

• Wrong Order Received: You received an item or items that were different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was visibly undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Significant Delay: Your order experienced an unreasonable delay that was within our control, resulting in compromised food quality.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your delivery order was marked as delivered but was never received, and this has been verified.
• Allergic Reactions Due to Incorrect Preparation: If a food allergy was clearly noted at the time of ordering and the item was prepared incorrectly as a result, causing harm, this will be reviewed on a case-by-case basis.

All refund requests are subject to review and verification. Punch Pizza reserves the right to request supporting evidence, including photos of the food received, order confirmation numbers, and any other relevant documentation.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are discovered.

4. Non-Refundable Items and Situations

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

• Orders where the customer simply changed their mind after the order has been prepared.
• Customization errors made by the customer (e.g., incorrect toppings selected by the customer).
• Partial consumption of a meal where the complaint appears to be unjustified or inconsistent.
• Delivery delays caused by factors outside our control, such as extreme weather, road closures, or third-party delivery platform issues.
• Promotional items, freebies, or complimentary add-ons included with an order.
• Orders placed through third-party delivery platforms that have their own separate refund policies (e.g., DoorDash, Uber Eats, Grubhub). For orders placed through these platforms, please contact the respective platform directly.
• Gift cards, promotional credits, or loyalty points used as payment (these are non-refundable and non-transferable).
• Catering orders cancelled after our confirmed preparation window has begun.

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

If you believe you are eligible for a refund, please follow these steps to initiate your request:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and your payment method details. If you have photos of the issue (wrong item, food quality problem, etc.), please take clear photos immediately.
2. Step 2 — Contact Us Directly: Reach out to our customer support team via email at [email protected]. You may also visit our website at pizzapunch.click to use our contact form if available.
3. Step 3 — Provide Details: In your message, include your full name, contact information, order number, a description of the issue, and any supporting photos or screenshots. The more detail you provide, the faster we can process your request.
4. Step 4 — Review Process: Our customer support team will review your claim within 1–3 business days. We may follow up with additional questions or request further documentation.
5. Step 5 — Resolution: Once your claim has been reviewed and approved, we will notify you of the outcome via email and initiate the appropriate resolution — which may include a full refund, partial refund, store credit, or a replacement order.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly upon approval, the actual time for the funds to appear in your account is subject to your bank or payment provider's processing timelines, which are beyond our control.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may be applicable in the following circumstances:

• Only some items in the order were incorrect or missing, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of the total order.
• The customer partially consumed a meal before identifying an issue, and the issue is verified as legitimate.
• A promotional discount or coupon was applied to the original order, in which case the refund amount will reflect the actual amount paid rather than the full menu price.
• Delivery fees and service charges may not be included in partial refunds unless the issue was due entirely to a delivery error on our part.

The amount of any partial refund will be determined at the discretion of Punch Pizza's customer service team, based on the nature and extent of the issue reported.

8. Exchange Policy

In many cases, Punch Pizza may offer to replace your order or a specific item rather than issue a monetary refund. This option is often faster and more convenient for our customers. Exchanges are subject to the following conditions:

• The replacement item or order must be of equal or lesser value than the original item.
• Exchange requests must be made within the same timeframes outlined in Section 3.
• Replacement orders are subject to standard preparation times and are not guaranteed to be prioritized ahead of other orders.
• Exchanges for delivery orders may be subject to an additional delivery fee at our discretion, except where the issue was entirely our fault.
• In-store and pickup orders may be exchanged at our location upon verification of the issue.

If you prefer a replacement over a refund, please state this clearly when contacting our customer support team. We will do our best to accommodate your preference.

9. Cancellation Policy

We understand that plans change, and we aim to be as accommodating as possible. However, because our food is freshly prepared upon order, there are limitations to our cancellation window.

9.1 Standard Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund, provided preparation has not yet begun.
• After 5 minutes: If preparation has already begun, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered depending on the stage of preparation.
• After the order has been dispatched for delivery: Cancellations are not accepted once the order is out for delivery.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund.

To cancel an order, please contact us immediately at [email protected]. Please include your order number and the reason for cancellation.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your concern was not adequately addressed, you have the following options for escalating your dispute:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team or management. Please send an email to [email protected] with the subject line "Refund Escalation Request" and include your original case reference number. We aim to respond to escalated cases within 3–5 business days.

10.2 Consumer Protection Rights

As a consumer in the United States, you are protected by federal and applicable state consumer protection laws. Depending on your state of residence, you may have additional rights, including rights under the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices. Customers in California may also have rights under the California Consumer Protection Act and related state regulations.

You may file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's consumer protection office.

10.3 Chargeback Process

If all internal resolution attempts have been exhausted, you retain the right to contact your bank or credit card issuer to initiate a chargeback as permitted under applicable law and your card agreement. However, we respectfully request that you contact us first, as we are committed to resolving issues directly and promptly.

11. Fraudulent Claims

Punch Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or misleading refund claims may have their account suspended, future orders refused, and may be subject to legal action where applicable. We reserve the right to flag and investigate suspicious refund activity.

12. Changes to This Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Us

If you have any questions about this Refund Policy or wish to initiate a refund request, please contact our customer support team using the details below: