Refund Policy

Effective Date: April 17, 2026  |  Last Updated: April 17, 2026

1. Introduction

This Refund Policy governs all purchases and orders made through punchs-pizz.digital or directly through Punch Pizza's ordering channels. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by the applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act, and relevant state laws depending on your location.

We understand that issues can arise with food orders, and we are committed to addressing your concerns fairly, promptly, and transparently. Our goal is to ensure every customer receives exactly what they ordered — fresh, accurate, and on time.

2. Eligibility for Refunds

A refund request may be eligible under the following conditions:

• You received an incorrect item that does not match your order confirmation.
• Your order arrived in an unsatisfactory condition, such as being cold, damaged, or spoiled upon delivery.
• Your order was not delivered within the confirmed estimated delivery window and was not received at all.
• You were charged more than once for the same order (duplicate billing).
• A technical error on our website or app resulted in an unintended or unauthorized charge.
• You placed an order and canceled it within the eligible cancellation window (see Section 8).

Refund eligibility is assessed on a case-by-case basis. Punch Pizza reserves the right to request photographic or other evidence to verify the reported issue before processing a refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Orders where the customer was unavailable to receive delivery after multiple delivery attempts were made.
• Dissatisfaction based solely on personal taste preferences, when the order was prepared correctly according to your specifications.
• Requests made more than 24 hours after the order was delivered or the issue occurred.
• Promotional, discounted, or free items provided as part of a special offer.
• Orders that have already been partially or fully consumed by the customer, except in cases involving food safety concerns.
• Changes of mind after the order has been confirmed and preparation has begun.

4. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside these timeframes may be declined at Punch Pizza's discretion, though we will review each situation individually and reasonably.

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

Follow these steps to submit your refund request:

1. Gather Your Information: Have your order number, the email address used to place the order, and a description of the issue ready. If applicable, take clear photographs of the incorrect or unsatisfactory item.
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: punchs-pizz.digital
3. Provide Details: In your message, include:
   • Your full name
   • Your order number
   • The date and time of your order
   • A clear description of the issue
   • Supporting photos or screenshots (if applicable)
4. Await Confirmation: Our team will send you an acknowledgment email within 1 business day confirming receipt of your request.
5. Review and Decision: Our customer service team will review your request and respond with a decision within 3–5 business days. If additional information is needed, we will contact you.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes detailed in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that Punch Pizza processes refunds promptly on our end, but the time for funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was delivered correctly.
• The food item was partially consumed and the issue was reported after consumption, but a legitimate quality concern is verified.
• A promotional discount was applied to the order, and the refund is adjusted to reflect the discounted amount paid.
• The issue is related to presentation or minor quality concerns rather than a complete failure of service or product.
• Delivery charges may be refunded separately or in addition to item costs depending on the nature of the issue.

The partial refund amount will be communicated to you clearly before processing. You may accept the partial refund or dispute it through our dispute resolution process (see Section 9).

8. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed through Punch Pizza:

8.1 Online and App Orders

• Before Preparation Begins: If you cancel your order before our kitchen staff has begun preparing it, you are entitled to a full refund. Cancellations in this window are typically accepted within 5 minutes of placing the order, though this may vary based on order volume and time of day.
• After Preparation Has Begun: Once your order is being prepared, cancellations are generally not accepted and refunds will not be issued, as the food and ingredients have already been committed to your order.
• Out for Delivery: Orders that are already out for delivery cannot be canceled.

8.2 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through the website at punchs-pizz.digital. Include your order number and name in the message. The sooner you contact us after placing the order, the greater the chance your cancellation will be processed successfully.

8.3 Scheduled Orders

If you have placed a scheduled or future order, you may cancel it up to 1 hour before the scheduled delivery or pickup time for a full refund.

9. Exchange Policy

Because Punch Pizza sells perishable food products, traditional item exchanges are not possible in the same way as non-perishable goods. However, we do offer the following solutions in lieu of a direct exchange:

• Replacement Order: If you received the wrong item, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and delivery logistics.
• Store Credit: Instead of a monetary refund, you may choose to receive store credit of equal or greater value, which can be applied to your next order.
• Item Correction on Your Next Visit: For in-store orders, we may offer to correct the item on your next in-store visit at no charge.

All exchange solutions are subject to availability and must be requested within the eligible timeframes outlined in Section 4. Punch Pizza reserves the right to determine the most appropriate remedy based on the specific circumstances of each case.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Step 1 — Internal Escalation

Contact us again at [email protected] and request that your case be reviewed by a senior member of our customer service team. Please reference your original case or ticket number. We will re-review your case and provide a final internal decision within 5 business days.

10.2 Step 2 — Chargeback Through Your Bank

If you paid by credit or debit card and believe you have been wrongly charged, you have the right to contact your bank or card issuer to initiate a chargeback. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors on their credit card statements. We encourage you to exhaust our internal resolution process first, as chargebacks can take longer to resolve.

10.3 Step 3 — Consumer Protection Agencies

You may also file a complaint with the following consumer protection agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs.

10.4 Informal Mediation

Before pursuing formal legal remedies, both parties agree to attempt to resolve any dispute through good-faith informal negotiation. Either party may initiate this process by providing written notice of the dispute to the other party. The parties will have 30 days from the date of notice to attempt to resolve the issue informally.

11. Special Circumstances

11.1 Allergic Reactions and Food Safety

If you or someone in your party experiences an allergic reaction or food safety concern related to a Punch Pizza order, please contact us immediately. We take all food safety concerns extremely seriously. You may be asked to retain any remaining food for inspection purposes. Refunds or other remedies in such cases will be processed as a priority, and we may also take corrective action on our end to prevent similar issues.

11.2 Service Outages and Technical Issues

In the event of a technical issue on our website or app that results in duplicate charges or unintended orders, we will provide a full refund for the erroneous transaction upon verification. Please report technical billing issues within 7 days of the transaction.

11.3 Inclement Weather and Force Majeure

In cases of severe weather, natural disasters, or other events beyond our control (force majeure) that prevent or significantly delay delivery, Punch Pizza will work with affected customers on a case-by-case basis to offer refunds, credits, or rescheduled orders. We appreciate your understanding in such situations.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted 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 revised policy. For significant changes, we may notify customers via email or a prominent notice on our website.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

This Refund Policy was last reviewed and updated on April 17, 2026. Punch Pizza is committed to fair, transparent, and customer-focused service in every interaction.