Refund Policy

Effective Date: April 10, 2026  |  Last Updated: April 10, 2026

1. Introduction

Welcome to Dewey's Pizza. We take great pride in crafting high-quality, fresh food products and delivering an exceptional customer experience. However, we understand that occasionally things do not go as planned — an order may arrive incorrect, a product may not meet your expectations, or circumstances may require a cancellation.

This Refund Policy applies to all orders placed through our website at deweys-pizza.click, by phone, or through any authorized third-party delivery platform that refers to this policy. By placing an order with Dewey's Pizza, you agree to the terms outlined in this document.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any relevant state-level consumer protection statutes applicable to your location.

2. Eligibility for Refunds

To be eligible for a refund from Dewey's Pizza, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Poor Food Quality: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, rendering the food unsatisfactory.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transaction: A charge was made on your account without your authorization.
• Order Not Delivered: Your delivery order was never received, and our records confirm it was dispatched.

Refund requests that do not meet the above criteria may be reviewed on a case-by-case basis at the sole discretion of Dewey's Pizza management.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes listed below. Requests submitted outside of these windows may not be honored.

We strongly encourage customers to inspect their order upon receipt and contact us immediately if any issues are identified. The sooner we are notified, the faster we can resolve your concern.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed before a complaint is made (except in cases of food safety concerns).
• Changes in personal taste or preference after the order has been prepared or delivered.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong toppings yourself).
• Minor variations in food appearance that do not affect quality, safety, or taste.
• Delivery fees, service fees, and platform surcharges once the order has been dispatched.
• Promotional or complimentary items provided at no cost.
• Orders where the customer provided an incorrect delivery address.
• Requests made beyond the timeframes specified in Section 3 above.
• Dissatisfaction with portion size that is consistent with the menu description provided at the time of ordering.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Document the Issue: If possible, take clear photographs of the item(s) in question, including any packaging, labels, or visual evidence of the problem (e.g., incorrect toppings, undercooked food, missing items).
2. Step 2 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, order date, item(s) ordered, and payment method ready.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweys-pizza.click
4. Step 4 – Submit Your Request: In your message, include the following details:
   • Your full name
   • Order number
   • Date and time of your order
   • A clear description of the issue
   • Any supporting photos or documentation
   • Your preferred refund method (original payment method or store credit)
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will initiate the refund or provide an appropriate resolution. You will be notified via email with the outcome.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, Dewey's Pizza may issue a partial refund rather than a full refund. Partial refunds may be granted under the following circumstances:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• The food quality was partially compromised (e.g., one pizza in a two-pizza order was not up to standard).
• A delivery delay affected only part of the order's usability.
• The customer has already consumed a portion of the order before discovering the issue.
• A discount, coupon, or promotional offer was applied to the order, and only the net paid amount for the affected item is eligible for a refund.

The amount of a partial refund will be determined at the discretion of Dewey's Pizza management based on the nature and extent of the issue reported.

8. Exchange Policy

Due to the perishable nature of food products, Dewey's Pizza does not offer traditional product exchanges. However, in cases where an incorrect order was delivered, we may, at our discretion, offer the following alternatives to a monetary refund:

• Order Replacement: We may prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• Discount on Future Order: In some cases, we may offer a discount code applicable to a future purchase as a gesture of goodwill.

Customers who prefer a monetary refund over a replacement or store credit should clearly state this preference when submitting their refund request. We will do our best to accommodate your preference within the limits of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: Orders cancelled within 5 minutes of placement and before kitchen preparation has begun are eligible for a full refund.
• During Preparation: Once your order has entered active preparation in our kitchen, cancellations may result in a partial refund or store credit only, as ingredients and labor have already been committed.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. Please contact us to discuss alternative resolutions.

9.2 In-Store Orders

In-store orders are typically prepared immediately and are not eligible for cancellation once they have been placed with a team member. If an error was made by our staff, we will gladly remake your order or issue an appropriate refund.

9.3 Catering and Large Group Orders

For catering orders or large group orders (typically orders totaling $100 or more), the following cancellation terms apply:

• Cancellation made more than 48 hours before the scheduled delivery or pickup: Full refund.
• Cancellation made 24–48 hours before the scheduled time: 50% refund or full store credit.
• Cancellation made less than 24 hours before the scheduled time: No monetary refund; store credit may be issued at management's discretion.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, Dewey's Pizza offers the following dispute resolution process:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a manager or senior team member. Please reference your original request and provide any additional information that may support your claim. We will make every effort to resolve escalated disputes within 3–5 business days.

10.2 Written Dispute Submission

If your dispute remains unresolved after escalation, you may submit a formal written dispute to us via email at [email protected]. Include the subject line: "Formal Refund Dispute – [Your Order Number]". We will respond with a written resolution within 10 business days.

10.3 Chargeback Notice

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card issuer. Chargebacks initiated without prior contact may result in a delay in resolution and may affect your ability to place future orders with Dewey's Pizza. We cooperate fully with financial institution dispute processes when required.

10.4 Third-Party Mediation

In the event that an internal resolution cannot be reached, both parties may agree to pursue mediation through a neutral third-party mediator. Any such mediation will be conducted in accordance with applicable United States laws and FTC consumer protection guidelines.

10.5 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising from or related to this policy shall be resolved in accordance with applicable federal and state consumer protection laws.

11. Special Circumstances

Dewey's Pizza recognizes that certain situations fall outside of standard policy parameters. We are committed to handling each situation with fairness and compassion. Special circumstances may include:

• Food safety concerns or allergic reactions (please seek medical attention first, then contact us immediately).
• Orders affected by events beyond our control, such as severe weather, natural disasters, or significant infrastructure outages.
• Technical errors on our website or ordering platform that result in incorrect orders being placed.

In all special circumstance cases, please contact us as soon as possible. We will review each case individually and work toward an appropriate and fair resolution.

12. Modifications to This Policy

Dewey's Pizza reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Changes will become effective upon posting to our website at deweys-pizza.click. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please reach out to us using the contact information below. Our team is here to help and will respond as promptly as possible.