Refund Policy

Effective Date: March 18, 2026  |  Last Updated: March 18, 2026

1. Introduction

Welcome to Punch Pizza. This Refund Policy governs all purchases made through our website at punchpizzas.digital, through third-party delivery platforms, or directly at our physical locations. By placing an order with Punch Pizza, you agree to the terms outlined in this policy.

We are committed to delivering fresh, high-quality food to every customer. However, we understand that issues can arise — whether it is an incorrect order, a quality concern, or a delivery problem. This policy has been designed to address those situations fairly, transparently, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

If you have any questions about this policy, please contact us at [email protected] or visit punchpizzas.digital.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: Part of your order was missing from your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions or Ingredient Errors: An item contained an ingredient you specifically requested to be excluded due to an allergy or dietary restriction, and this was clearly noted in your order.
• Order Not Delivered: Your order was confirmed and charged but never delivered or received within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery window provided at the time of purchase, rendering the food unsatisfactory.

Refunds are evaluated on a case-by-case basis. Punch Pizza reserves the right to decline refund requests that do not meet the eligibility criteria outlined above or that appear to be made in bad faith.

3. Timeframes for Refund Requests

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

Requests submitted outside of these windows may still be reviewed at our discretion, but we cannot guarantee a refund will be issued. We strongly recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Orders where the customer changed their mind after the food has been prepared or dispatched for delivery.
• Food items that have been substantially consumed — if more than half of the item has been eaten, a refund will not be issued for quality reasons.
• Customized orders that were prepared exactly as requested but the customer no longer wants.
• Delivery fees charged by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) — these are governed by the respective platform's refund policy.
• Promotional, discounted, or free items received as part of a special offer or loyalty reward.
• Orders placed incorrectly by the customer (e.g., wrong address entered, wrong item selected) where the order was prepared correctly as placed.
• Delays caused by circumstances outside our control, including severe weather, traffic conditions, or third-party delivery carrier issues.
• Gift cards and promotional credits are non-refundable and non-transferable.

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

Follow these steps to submit a refund request with Punch Pizza:

1. Step 1 — Document the Issue: Take clear photographs of the food item(s) in question if the issue is related to food quality, incorrect items, or missing items. This documentation will help us process your request more efficiently.
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: punchpizzas.digital (use the Contact or Support form)
3. Step 3 — Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • A description of the issue
   • Any photographs or supporting documentation
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1 business day of receipt. We may follow up with additional questions to verify the claim.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will process your refund or offer an appropriate alternative resolution. You will receive written confirmation via email.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution's policies. Punch Pizza is not responsible for delays caused by banks or payment processors.

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 certain items from a multi-item order were incorrect, missing, or of unsatisfactory quality.
• The food quality issue affected only part of the order, and the remainder of the order was satisfactory and consumed.
• A significant delivery delay occurred, but the food was still received and partially consumed.
• A discount, promotion, or coupon was applied to the original order — the refund may reflect the actual amount paid rather than the full menu price.

The amount of a partial refund will be calculated based on the individual item price(s) affected, minus any applicable discounts already applied. Our customer support team will communicate the specific refund amount to you prior to processing.

8. Exchange Policy

Punch Pizza offers order exchanges or replacements as an alternative to monetary refunds in eligible situations. If your order was incorrect or a quality issue is identified, you may request a replacement of the affected item(s) rather than a refund.

Exchanges and replacements are subject to the following conditions:

• Replacement orders must be requested within 2 hours of the original delivery or pickup.
• The replacement item must be the same as the originally ordered item, unless the original item is unavailable, in which case a comparable item of equal or lesser value may be substituted.
• Replacements for delivery orders may be subject to a new estimated delivery window.
• In-store replacements can typically be fulfilled within the standard preparation time.
• Punch Pizza reserves the right to offer store credit in lieu of a direct replacement if the item is no longer available or if operational circumstances prevent timely fulfillment.

9. Cancellation Policy

Because Punch Pizza prepares food items fresh upon order, our ability to accommodate cancellations is time-sensitive. Please review the following cancellation terms:

9.1 Online and App Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund if preparation has not yet begun. Contact us immediately via email at [email protected] or through the website.
• After 5 minutes or once preparation has begun: Cancellations may not be accepted, and no refund will be issued. This is because fresh ingredients have been committed to your order.

9.2 In-Store Orders

• In-store orders that have been placed and confirmed at the register cannot be cancelled once preparation has begun.
• If an error was made by our staff, the order will be remade at no charge or a full refund will be issued.

9.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours prior to the scheduled fulfillment time for a full refund.
• Cancellations made between 24 and 48 hours before the order time may receive a partial refund or store credit of up to 50% of the order value.
• Cancellations made less than 24 hours before the fulfillment time are non-refundable, as significant ingredients and preparation resources will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Punch Pizza provides a structured dispute resolution process to ensure all concerns are addressed fairly and in good faith.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may escalate the matter by submitting a written dispute to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include all relevant documentation and a clear description of your concern.

A senior member of our team will review your escalated dispute and respond within 3 to 5 business days.

10.2 FTC and Consumer Protection Rights

Customers in the United States are protected under the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. If you believe Punch Pizza has engaged in an unfair practice in connection with your refund, you have the right to file a complaint with the FTC at www.ftc.gov/complaint.

Additionally, customers in California are afforded additional protections under the California Consumer Protection Act and related state statutes. Customers in other states may have additional rights under their respective state consumer protection laws.

10.3 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Many issues can be resolved quickly and amicably through our customer support team. However, if a chargeback is initiated, we reserve the right to provide documentation to your financial institution to contest the chargeback if we believe the original transaction was valid and the refund request did not meet our eligibility criteria.

10.4 Informal Resolution Preference

Punch Pizza strongly prefers to resolve all customer concerns informally and directly. We are committed to working with our customers to find a fair resolution before any formal dispute process becomes necessary. Please reach out to us — we genuinely want to make it right.

11. Store Credit

In some cases, Punch Pizza may offer store credit as an alternative to a monetary refund. Store credit may be offered when:

• The customer prefers store credit over a refund.
• The refund situation involves a promotional item for which a monetary refund cannot be issued.
• Operational circumstances prevent the issuance of a direct refund within a reasonable timeframe.

Store credit issued by Punch Pizza is valid for 12 months from the date of issuance and may be used toward any future order placed directly through punchpizzas.digital or at participating Punch Pizza locations. Store credit has no cash value and cannot be transferred or redeemed for cash.

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 reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes acceptance of the revised policy.

For significant changes to this policy, we will make reasonable efforts to notify customers via our website or, where applicable, via email.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact Punch Pizza using the details below:

Our customer support team is available to assist you and will make every effort to respond to your inquiry promptly and professionally. We value your business and are committed to ensuring that every interaction with Punch Pizza is a positive one.