Refund Policy

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

1. Introduction

At Pequod's Pizza, we are committed to delivering the highest quality food and an exceptional customer experience. We understand that sometimes issues arise with orders, and we want to make sure that every concern is addressed fairly and promptly. This Refund Policy outlines the circumstances under which refunds, exchanges, and cancellations may be granted, and explains the process for submitting a refund request.

Our goal is to ensure that every customer is satisfied with their experience. If you are not completely happy with your order, we encourage you to contact us as soon as possible so we can work toward a resolution.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza size, wrong toppings, wrong crust, or wrong items entirely).
• Missing Items: One or more items included in your order were not delivered or included in your pickup order.
• Poor Food Quality: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of receipt.
• Damaged Items: The food was physically damaged during delivery in a way that renders it inedible or significantly compromised.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Failed or Canceled Delivery: Your delivery order was never delivered and the courier confirmed non-delivery.
• Significant Delay: Your order arrived considerably later than the estimated delivery window communicated at checkout, resulting in food that is no longer fresh or consumable.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 3 below. Refund requests that do not meet these eligibility criteria may be reviewed on a case-by-case basis at the sole discretion of Pequod's Pizza management.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

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 identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Correctly fulfilled orders: If your order was prepared and delivered exactly as specified and you simply changed your mind or no longer want the food.
• Partially consumed food: Refunds will not be granted for items that have been substantially eaten or consumed unless a verifiable quality issue is reported promptly.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discounts may not be eligible for a full refund but may qualify for a partial refund or credit.
• Delivery fees: Delivery fees are non-refundable unless the order was never delivered due to circumstances within our control.
• Tips and gratuities: Any tips paid to delivery drivers are non-refundable.
• Gift cards and store credits: Purchased gift cards and store credits are non-refundable and non-transferable.
• Custom or special-request items: Highly customized items made to your exact specifications that were fulfilled correctly are not eligible for refunds.
• Taste preference: We cannot provide refunds based on personal taste preferences if the item was made correctly according to your order.

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

To request a refund, please follow these steps:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, date of order, items purchased, and the nature of the issue.
2. Step 2 – Document the Issue: If possible, take clear photographs of the food item(s) in question. Photos are especially helpful for quality issues, damaged items, or incorrect orders and will help expedite your claim.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequods-meal.click
4. Step 4 – Provide Required Details: In your message, include your full name, order number, contact information, a clear description of the issue, and any supporting photos or documentation.
5. Step 5 – Await Review: Our customer support team will review your request and respond within 1–3 business days. We may reach out for additional information if needed.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or replacement order, depending on the circumstances.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the refund to your account. We are not responsible for delays caused by third-party financial institutions. If you have not received your refund after the indicated timeframe, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be issued. Partial refunds may apply in the following circumstances:

• Only some items in an order were incorrect, missing, or of poor quality — refunds will be issued for the affected items only.
• The food quality issue affected only a portion of the order, and the remainder of the order was satisfactory.
• An order arrived late, but the food was still consumable — a partial refund or credit may be offered as a gesture of goodwill.
• Promotional discounts were applied to the order — refunds will be calculated based on the actual amount paid, not the full retail price of the item.
• The customer contributes to the issue (e.g., providing an incorrect delivery address) — partial refunds may be offered at our discretion.

The amount of a partial refund will be determined by our customer service team based on the specific facts and circumstances of each case. We aim to be fair and reasonable in all partial refund determinations.

8. Cancellation Policy

Because food preparation at Pequod's Pizza begins almost immediately after an order is placed, our cancellation window is very limited.

Online and Phone Orders

• Within 5 minutes of placing the order: Cancellations may be accepted and a full refund will be issued if the order has not yet entered the preparation stage.
• After 5 minutes: Once your order has entered preparation, cancellations cannot be accepted, and no refund will be issued for cancellation.

Catering and Large Group Orders

• Catering or large group orders may be canceled with a full refund if canceled at least 48 hours before the scheduled order time.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients and preparation resources will already have been allocated.

To request a cancellation, please contact us immediately at [email protected] or through our website at pequods-meal.click.

9. Exchange Policy

In some cases, rather than a monetary refund, we may offer to replace your order or specific items. An exchange or replacement order may be offered when:

• The wrong pizza or incorrect items were delivered and the correct items can be prepared and delivered in a timely manner.
• A food quality issue is reported promptly and a replacement can be provided on the same day.
• The customer prefers a replacement over a monetary refund.

Replacement orders are subject to availability and operating hours. If a replacement cannot be provided, a full or partial refund will be issued instead. Replacement orders will not incur additional delivery charges for delivery orders where the original delivery was fulfilled incorrectly or with a quality issue.

10. Store Credit

In some circumstances, instead of or in addition to a monetary refund, we may offer store credit that can be applied to a future order. Store credit:

• Is valid for use on pequods-meal.click only.
• Has no cash value and cannot be exchanged for cash.
• Is non-transferable and non-refundable.
• Must be used within 90 days of issuance unless otherwise specified.
• Cannot be combined with other promotional offers unless explicitly permitted.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to escalate your concern through the following process:

1. Step 1 – Re-Contact Customer Support: Reply to your original customer service communication and request an escalation to a senior team member or manager. Clearly explain why you are dissatisfied with the initial resolution.
2. Step 2 – Management Review: Our management team will review escalated cases within 3–5 business days. We will consider all documentation, photographs, and communications related to your case.
3. Step 3 – Final Decision: Our management team will issue a final decision on your refund request. We will communicate this decision to you via the email address associated with your account or order.
4. Step 4 – Chargeback Process: If you remain dissatisfied with our resolution and believe you have been charged incorrectly, you have the right to initiate a chargeback dispute with your credit card issuer or bank. We comply fully with all chargeback investigations and will provide documentation to support our position. Please note that initiating a fraudulent chargeback for a validly fulfilled order is considered misuse of the dispute process.
5. Step 5 – Consumer Protection Resources: Customers in the United States may also contact the Federal Trade Commission (FTC) at ftc.gov or their applicable state consumer protection agency if they believe they have been subject to unfair or deceptive practices. California residents have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office.

We are committed to resolving all disputes in good faith and in accordance with applicable United States federal and state consumer protection laws, including protections afforded by the Federal Trade Commission Act.

12. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note the following:

• Refund and dispute processes for orders placed through third-party platforms are governed by the respective platform's own refund and cancellation policies.
• Pequod's Pizza has limited ability to issue refunds directly for orders placed through third-party platforms, as payment is processed by the platform.
• We encourage you to contact the third-party platform's customer support directly for refund requests related to those orders.
• If your complaint relates specifically to food quality or preparation errors, you may also contact us at [email protected] so we can investigate and improve our service, though the refund itself must be processed by the platform.

13. Changes to This Policy

Pequod's Pizza reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at pequods-meal.click. The "Last Updated" date at the top of this page will reflect the most recent revisions. We encourage all customers to review this policy periodically. Continued use of our website or services after any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

If you have questions about this Refund Policy or would like to submit a refund request, please contact us using the information below: