Refund Policy

Effective Date: March 28, 2026 | Last Updated: March 28, 2026

1. Introduction

Welcome to Punch Pizza, operated through our website punchpizza.click. We are committed to delivering fresh, high-quality food with every order. However, we understand that issues can occasionally arise — whether it's an incorrect item, a quality concern, or a technical problem with your order. This Refund Policy has been established to ensure a fair and transparent process for all of our customers.

This policy applies to all purchases made through our website punchpizza.click, via phone, or through any authorized ordering channels associated with Punch Pizza. By placing an order with us, you agree to the terms outlined in this policy.

Our practices are guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA) and relevant state-level food service regulations.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. To be eligible for a refund from Punch Pizza, one or more of the following conditions must be met:

• You received an order that was incorrect — meaning items delivered or prepared did not match what you ordered.
• Your order contained a quality issue — such as food that was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Your order was never delivered despite confirmation of payment and order placement.
• You were charged more than once for the same order due to a payment system error.
• A significant portion of your order was missing upon delivery or pickup.
• Your order was cancelled by Punch Pizza due to operational issues, ingredient unavailability, or unforeseen circumstances on our end.

Refund requests that do not meet any of the above criteria will be reviewed on a case-by-case basis at the discretion of our customer service team.

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Due to the perishable nature of food products, we have strict timeframes in place:

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

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. Please review the following list carefully:

• Change of mind: Refunds will not be issued simply because you changed your mind about an item after it was prepared or delivered.
• Customization errors made by the customer: If you selected incorrect toppings, sizes, or options during the ordering process, we are not responsible for the resulting outcome.
• Partially consumed food: If more than a reasonable portion of the food has been eaten, a refund will not be granted unless there is a verifiable quality issue with the uneaten portion.
• Promotional or discounted items: Items purchased using special promotions, discount codes, or as part of a bundled deal may have limited refund eligibility.
• Delivery fees and service charges: In most cases, delivery fees and processing charges are non-refundable unless the entire order qualifies for a full refund due to our error.
• Delays caused by third-party delivery services: If your order is delivered late due to circumstances beyond our control (weather, traffic, third-party platform issues), this does not automatically qualify for a refund.
• Allergic reactions due to undisclosed allergies: Customers are responsible for reviewing ingredient information and notifying us of dietary restrictions at the time of ordering. Punch Pizza cannot be held liable for reactions due to allergies that were not disclosed.

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

To request a refund, please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You may contact us via:
   • Email: [email protected]
   • Website: punchpizza.click
2. Step 2 – Provide Order Details: Include the following information in your refund request:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time the order was placed
   • Description of the issue
3. Step 3 – Submit Supporting Evidence: Where possible, attach photos or screenshots that support your claim. For example:
   • Photos of incorrect or missing items
   • Photos demonstrating food quality issues
   • Screenshots of duplicate charges or billing errors
4. Step 4 – Review Process: Our team will review your request within 1–2 business days. We may follow up with additional questions to better understand your situation.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the outcome and issue a refund, store credit, or replacement as appropriate.

6. Refund Processing Times by Payment Method

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

Please note that Punch Pizza initiates the refund on our end within the stated timeframes, but the final posting of the refund to your account is subject to your financial institution's processing times, which are outside of our control.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. This applies under the following circumstances:

• Only specific items in your order were incorrect, missing, or unsatisfactory — rather than the entire order.
• A portion of the food was consumed before a quality issue was identified, and the remaining uneaten portion supports the complaint.
• A promotional discount was applied to the original order, and only the non-discounted value of the affected items is refundable.
• Delivery fees or service charges were associated with an otherwise satisfactory portion of the order.

Partial refunds will be calculated based on the proportional value of the affected items relative to the total order amount. Our team will clearly communicate the refund amount before it is processed.

8. Exchange Policy

Given the nature of freshly prepared food products, traditional item exchanges are not always possible. However, Punch Pizza will make every reasonable effort to provide a satisfactory resolution, which may include:

• Replacement order: If you received an incorrect item, we may offer to prepare and deliver or make available a replacement at no additional charge, subject to availability and operational capacity at the time of the request.
• Store credit: In lieu of a monetary refund or replacement, we may offer store credit of equivalent value, redeemable on a future order through punchpizza.click.
• Menu substitution: If a requested item is unavailable, we may suggest and provide a comparable menu item as an exchange.

Exchange requests must be made within the same timeframes specified in Section 3 of this policy. Exchanges are handled at the discretion of our customer service team and are not guaranteed in every situation.

9. Cancellation Policy

Order cancellations at Punch Pizza are subject to the following conditions:

9.1 Cancellations by the Customer

• Before preparation begins: If you wish to cancel your order and it has not yet entered the preparation stage, please contact us immediately. We will do our best to accommodate the cancellation and issue a full refund.
• During preparation: Once food preparation has begun, cancellation may not be possible. In this case, a partial refund or store credit may be offered at our discretion.
• After preparation or dispatch: Orders that have already been prepared or dispatched for delivery cannot be cancelled. No refund will be issued in this stage unless there is a separate qualifying issue as described in Section 2.

9.2 Cancellations by Punch Pizza

In rare circumstances, Punch Pizza may need to cancel your order. Reasons may include:

• Unavailability of ordered ingredients
• Operational disruptions or technical issues
• Inability to fulfill delivery to your location
• Suspected fraudulent activity associated with the order

In the event that Punch Pizza cancels your order, you will be notified promptly via email or phone, and a full refund will be processed automatically within 3–5 business days.

10. Dispute Resolution Process

We hope to resolve all refund-related concerns through direct communication. However, if a satisfactory resolution cannot be reached, the following dispute resolution process applies:

10.1 Internal Review

If you are not satisfied with the initial response to your refund request, you may escalate your concern by emailing [email protected] with the subject line "Refund Dispute – Escalation". Please include your original case reference number and a detailed explanation of why you believe the initial decision was incorrect. A senior member of our team will review the matter within 3 business days.

10.2 Chargeback and Payment Disputes

If you believe you have been incorrectly charged or your refund has not been processed, you have the right to initiate a chargeback through your bank or payment provider. We encourage customers to first contact us directly before initiating a chargeback, as we are committed to resolving issues fairly and efficiently. Unwarranted chargebacks may result in restrictions on future orders.

10.3 Consumer Protection Channels

As a business operating in the United States, customers also have the right to file complaints with:

• The Federal Trade Commission (FTC) at ftc.gov
• Your state's Attorney General office for state-level consumer protection matters
• The Better Business Bureau (BBB) at bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes that cannot be resolved through the above processes may be subject to binding arbitration or resolved in a court of competent jurisdiction in accordance with applicable federal and state laws.

11. Special Circumstances and Force Majeure

Punch Pizza will not be held liable for order delays, non-delivery, or quality issues that arise directly from circumstances beyond our reasonable control, including but not limited to natural disasters, extreme weather events, government-mandated closures, power outages, or other force majeure events. In such cases, we will make every reasonable effort to communicate with affected customers and offer appropriate resolutions such as store credit or rescheduled orders.

12. Modifications to This Policy

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at punchpizza.click with an updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or require assistance with your order, please contact our customer service team through any of the following channels: