Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Introduction

At Punch Pizza, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality food for every customer. We understand that occasionally issues may arise with an order, and we are committed to addressing your concerns in a fair, transparent, and timely manner.

This Refund Policy explains your rights and our obligations when it comes to refunds, exchanges, cancellations, and disputes related to purchases made through our website pizzpunch.world or at our physical location. This policy is governed by applicable consumer protection laws in the United States, including relevant Federal Trade Commission (FTC) regulations and applicable state laws.

2. Eligibility Conditions for Refunds

Punch Pizza will consider a refund request under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergen-free preparation and the order was not prepared accordingly, resulting in an allergic response, you may be eligible for a full refund. Please note that we cannot guarantee a completely allergen-free environment.
• Order Not Delivered: Your delivery order was never received and our records confirm non-delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

To be eligible for a refund, the request must be made within the timeframe specified in Section 3 below. Refund requests that do not fall within the eligible conditions listed above will be evaluated on a case-by-case basis at the sole discretion of Punch Pizza management.

3. Timeframes for Refund Requests

Prompt reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us without delay if there is a problem.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. Please review the following non-refundable conditions carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Customized Orders: Specially customized orders that were prepared according to your exact specifications are non-refundable unless there is a preparation error on our part.
• Partially Consumed Food: If a significant portion of the food has already been consumed, we reserve the right to deny a refund or issue only a partial refund at our discretion.
• Promotional or Free Items: Items obtained through promotions, discount codes, or complimentary offers are non-refundable.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery of the order was confirmed as our error.
• Tips and Gratuities: Any tips or gratuities paid at the time of ordering are final and non-refundable.
• Digital Gift Cards: Once a digital gift card has been issued and/or redeemed, it is non-refundable.
• Delayed Delivery Due to External Factors: Delays caused by severe weather, traffic, acts of nature, or other circumstances beyond our reasonable control do not qualify for a refund.

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

To submit a refund request, please follow the steps below to ensure a smooth and efficient resolution process:

1. Step 1 — Gather Your Information: Before contacting us, have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs of the item(s) in question (if applicable)
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pizzpunch.world. You may also contact us by phone if a number is provided on our website.
3. Step 3 — Provide Details: Clearly describe the issue and attach any relevant photographs or documentation that support your claim. The more detail you provide, the faster we can resolve your concern.
4. Step 4 — Review and Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may request additional information if needed.
5. Step 5 — Resolution: Once we have reviewed your request and verified the issue, we will notify you of the outcome and, if approved, initiate the refund or offer an appropriate remedy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated processing timelines:

Please note that while we process refunds promptly on our end, the actual appearance of funds in your account depends on your financial institution's policies, which are outside of our control. If you have not received your refund within the timeframe stated above, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, Punch Pizza may issue a partial refund rather than a full refund. Partial refunds may be applicable under the following conditions:

• Only a portion of your order was incorrect or missing, and the remainder of the order was satisfactory.
• A food quality issue only affected one item in a multi-item order.
• The food was partially consumed before the issue was identified.
• A discount, promotional code, or loyalty reward was applied to the original order, reducing the actual amount paid.
• The delivery was significantly delayed, but the food was ultimately received and was of acceptable quality.

The amount of a partial refund will be calculated based on the value of the affected item(s) only, minus any applicable discounts or fees already applied to the order. Punch Pizza reserves the right to determine the appropriate partial refund amount on a case-by-case basis.

8. Exchange Policy

Where feasible, Punch Pizza may offer an exchange or replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• Incorrect Item Received: If you received the wrong pizza or item, we will remake and deliver or prepare the correct item for you at no additional charge, subject to availability and operational hours.
• Quality Issue: If the food received did not meet our quality standards, we may offer to remake the item. Replacement orders are subject to availability.
• Timely Request: Exchange requests must be made within the same timeframes stated in Section 3 of this policy.
• Customer Preference: If you prefer a monetary refund over a replacement, we will honor that request where the refund eligibility criteria have been met.

Please note that exchanges are not available for all situations and are offered at the discretion of Punch Pizza management. We will always work with you to find the most satisfactory resolution possible.

9. Cancellation Policy

We begin preparing food orders promptly after they are received. As a result, our cancellation window is very limited. Please review the following cancellation terms:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement, provided preparation has not yet begun.
• If an order has already entered the preparation phase, cancellation may not be possible. In such cases, we will evaluate cancellation requests on a case-by-case basis.
• To cancel an order, contact us immediately by email at [email protected] or through our website pizzpunch.world.

9.2 Scheduled / Pre-Orders

• Scheduled or pre-orders may be cancelled up to 1 hour before the scheduled delivery or pickup time.
• Cancellations made less than 1 hour before the scheduled time may not be eligible for a full refund, particularly if preparation has already begun.

9.3 Catering and Large Group Orders

• Catering or large group orders require a cancellation notice of at least 24 hours in advance to receive a full refund.
• Cancellations made less than 24 hours before the scheduled event or delivery may result in a partial refund or store credit, depending on the stage of preparation.
• Non-refundable deposits, if applicable, will be clearly communicated at the time of booking.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you have the right to escalate your concern through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior member of the Punch Pizza management team by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original case reference number and any correspondence to date.
2. Written Complaint: Submit a formal written complaint to our business address. We will respond in writing within 10 business days of receiving your written complaint.
3. Credit Card Chargeback: If you paid by credit or debit card and believe you have been charged incorrectly or unfairly, you have the right to initiate a chargeback through your card issuer. We encourage you to contact us first, as we are committed to resolving issues directly and promptly.
4. Consumer Protection Agencies: If you remain dissatisfied after exhausting our internal resolution process, you may contact the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office to file a complaint.
5. Small Claims Court: For unresolved monetary disputes, you may have the right to pursue a claim in small claims court in your jurisdiction, subject to the applicable monetary limits of that court.

We are genuinely committed to resolving all customer concerns in good faith. We encourage open communication and will make every reasonable effort to reach a fair resolution before any formal proceedings become necessary.

11. Chargebacks and Fraudulent Claims

Punch Pizza takes fraudulent refund requests and unauthorized chargebacks seriously. Submitting a chargeback or refund request that is knowingly false, exaggerated, or fraudulent may result in:

• Permanent suspension or termination of your account and ordering privileges.
• Being banned from placing future orders with Punch Pizza.
• Legal action in cases of confirmed fraud.

We reserve the right to dispute any chargeback that we believe is filed without merit and will provide supporting documentation to our payment processor accordingly.

12. Changes to This Refund Policy

Punch Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzpunch.world. The date of the most recent revision will be reflected at the top of this page. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable state laws of the state in which Punch Pizza operates. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts located in the applicable jurisdiction.

14. Contact Information for Refund Requests

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to reach out to our customer support team using the contact details below. We are here to help and will respond as quickly as possible.