Refund Policy

At Pizzana, customer satisfaction is at the heart of everything we do. We take pride in delivering fresh, high-quality food with every order. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and disputes. Please read this document carefully before placing an order through our website at pizza-pizzana.rest.

By placing an order with Pizzana, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level regulations.

1. Our Commitment to Quality

We strive to ensure that every pizza, side dish, beverage, and food item we prepare meets the highest standards of quality, freshness, and accuracy. However, we understand that issues may occasionally arise. If your order does not meet your expectations due to an error on our part, we are committed to making it right.

This policy applies to all orders placed directly through our website pizza-pizzana.rest, by phone, or in person at our location. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' respective refund and cancellation policies, and refund requests for such orders must be directed to the platform through which the purchase was made.

2. Eligibility Conditions for Refunds

A refund may be issued in the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: Part of your order was not included in delivery or pickup.
• Poor Food Quality: The food was undercooked, overcooked, spoiled, or otherwise not fit for consumption upon receipt.
• Significant Delay: Your delivery arrived significantly later than the estimated delivery time, and the food quality was adversely affected as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Delivered: Your order was never delivered and cannot be located.
• Allergic Reactions Due to Incorrect Ingredients: If an item was prepared with an allergen you specified to be excluded from your order, you may be eligible for a full refund. Please contact us immediately and, if needed, seek medical attention first.

To be considered eligible, refund requests must meet the timeframes described in Section 3 below and must be supported by sufficient information, such as photos, a description of the issue, and your order number.

2.1 Conditions That Do Not Qualify for a Refund

Refunds will generally not be issued in the following situations:

• You simply changed your mind after the order was prepared or delivered.
• You provided an incorrect delivery address and the order was delivered to that address.
• You were unavailable to receive the delivery after multiple contact attempts.
• The issue relates to personal taste preferences (e.g., "the pizza was too salty for my liking") rather than an objective quality defect.
• The complaint is filed after the applicable refund window has closed.
• The food has been substantially consumed before the complaint is raised (unless a quality issue affected only part of the order).

3. Timeframes for Refund Requests

We require that all refund requests be submitted within the following timeframes to be considered valid:

Requests made outside of these windows may not be honored. We strongly encourage you to inspect your order upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

The following items and fees are generally non-refundable:

• Delivery fees: Delivery fees are non-refundable unless the refund is due to a complete non-delivery of your order.
• Service fees and platform surcharges: These are collected by third parties and are not within Pizzana's control.
• Promotional or discounted items: Items purchased using promotional codes or special discount offers may be ineligible for refund unless there is a clear quality defect.
• Gift cards and credits: Pizzana gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Custom or special-request orders: Orders that were significantly customized at the customer's request may only qualify for a partial refund at Pizzana's discretion.

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

Follow the steps below to submit a refund request:

1. Gather Your Information: Have your order number, the date and time of your order, your contact information, and a description of the issue ready. If applicable, take clear photos of the food or packaging to support your claim.
2. Contact Us: Reach out to our customer support team using one of the methods listed in Section 11 (Contact Information). You may email us at [email protected].
3. Submit Your Request: Clearly state your name, order number, the issue you experienced, and your preferred resolution (refund, replacement, or store credit). Attach any supporting photos or documentation.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1 business day. We may follow up with additional questions or request further documentation before a decision is made.
5. Resolution: Once your request is reviewed and approved, we will notify you of the resolution and initiate the refund or replacement process as described below.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, actual processing times may vary depending on your bank or financial institution's internal processing schedules. Pizzana is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some cases, 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 affected by a quality issue or error.
• The food was partially consumed before the issue was identified.
• A discount, coupon, or promotional offer was applied to the original order.
• The issue is considered minor or subjective in nature, yet Pizzana chooses to offer goodwill compensation.
• A special or customized order only partially failed to meet expectations.

The amount of a partial refund will be calculated based on the value of the affected items relative to the total order value, minus any non-refundable fees. Pizzana reserves the right to determine the appropriate refund amount at its reasonable discretion, based on the nature and extent of the issue reported.

8. Exchange Policy

As a food service provider, Pizzana does not offer traditional product exchanges in the same way a retail store might. However, in appropriate circumstances, we may offer to replace an item or order at no additional charge as an alternative to a cash refund.

Replacements may be offered when:

• An incorrect item was delivered and a correct replacement can be prepared and delivered within a reasonable timeframe.
• An item was missing from your order and can be fulfilled promptly.
• The food quality did not meet our standards and you prefer a fresh replacement over a monetary refund.

Replacement requests are subject to our operational hours and delivery area availability. We cannot guarantee that a replacement will always be possible, particularly for late-night orders or during high-volume service periods. If a replacement is not feasible, a refund will be issued instead.

9. Cancellation Policy

Because our food is prepared fresh to order, cancellations are time-sensitive. Please review the following cancellation guidelines:

9.1 Cancellation Before Preparation Begins

If you contact us to cancel your order before it has entered the preparation stage, you are entitled to a full refund of the order amount, including any applicable delivery fee. To cancel promptly, please call us or email us immediately after placing your order.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations may not be possible. If a cancellation is accepted at this stage, a partial refund may be issued at Pizzana's discretion, accounting for the cost of ingredients and labor already invested.

9.3 Cancellation After Dispatch for Delivery

Once your order has been dispatched for delivery, cancellations will not be accepted. In such cases, you may still be eligible for a refund under Sections 2 and 4 if the order arrives with a qualifying issue.

9.4 Catering and Large Orders

For catering orders or large group orders (generally defined as orders over $150), a minimum of 24 hours' notice is required for cancellation to receive a full refund. Cancellations made less than 24 hours before the scheduled order time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs.

10. Dispute Resolution Process

If you are dissatisfied with our response to your refund request, you have the following options available to you:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team or management. Please indicate clearly in your communication that you wish to escalate the matter. We will respond to escalated complaints within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you have been charged incorrectly or if a qualifying refund was denied unfairly. We ask that you attempt to resolve the matter directly with us before initiating a chargeback, as this benefits both parties and allows us to address your concern more swiftly.

10.3 FTC Consumer Complaint

You may also file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe your consumer rights have been violated.

10.4 State Consumer Protection Agencies

Depending on your state of residence, you may have access to additional consumer protection resources through your state's attorney general office or consumer affairs department.

11. Contact Information for Refund Requests

To submit a refund request, ask a question about this policy, or speak with a member of our customer service team, please use the following contact details:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1 business day. For urgent matters (such as a food safety concern or allergic reaction), please contact us by phone immediately and seek appropriate medical attention if necessary.

12. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services after any changes have been posted constitutes your acceptance of the revised policy.

If any changes materially affect your rights as a customer, we will make reasonable efforts to notify you via email or a prominent notice on our website.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising in connection with this policy shall be subject to the applicable federal and state laws governing consumer transactions and food service businesses in the United States, including but not limited to the Federal Trade Commission Act (15 U.S.C. § 45).

This Refund Policy was last updated on April 4, 2026, and is effective as of that date.