Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Introduction

Pequod's Pizza ("we," "us," "our," or "the Company") is committed to delivering high-quality food products and an exceptional customer experience. We understand that issues can occasionally arise with food orders, and we have established this Refund Policy to address such situations in a fair, transparent, and timely manner.

This policy applies to all food orders placed through our official website (meal-pequods.rest), telephone orders, and any authorized third-party delivery platforms associated with Pequod's Pizza. By placing an order with us, you agree to the terms outlined in this Refund Policy.

For any questions regarding this policy, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Pequod's Pizza experience. Refunds or replacements may be issued under the following qualifying circumstances:

2.1 Qualifying Reasons for a Refund

• Incorrect Order: You received items that are materially different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type, or missing items).
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption due to a preparation error on our part.
• Missing Items: One or more items included in your order were not delivered or provided at the time of pickup.
• Significant Delivery Delay: Your order was delayed by more than 60 minutes beyond the quoted delivery time, and the food quality was materially impacted as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was marked as delivered but never arrived at your specified address, and you were present at the location.
• Allergen Concerns: Your order contained an ingredient you specifically requested be excluded due to a documented allergy or dietary restriction, resulting in a health concern.

2.2 General Eligibility Requirements

To be eligible for a refund or replacement, the following conditions must generally be met:

• You must submit your refund request within the applicable timeframe specified in Section 3 of this policy.
• You must provide sufficient evidence of the issue (e.g., photos of the incorrect or damaged food, description of the problem).
• The issue must be attributable to an error made by Pequod's Pizza or our authorized delivery agents, not due to customer error (such as providing an incorrect delivery address).
• Your account must be in good standing with no history of fraudulent refund requests.

3. Timeframes for Refund Requests

Timely reporting is essential for us to verify and process your refund request efficiently. Please adhere to the following timeframes:

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, the following items and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation had begun.
• Customer Ordering Error: If you ordered the wrong item, wrong size, or wrong quantity due to your own mistake, and the order was prepared correctly as submitted.
• Promotional or Discounted Items: Items purchased using special promotional discounts, coupons, or limited-time offers may not be eligible for a monetary refund (store credit or replacement may be offered instead).
• Delivery Fees: Third-party delivery fees and service fees charged by third-party platforms are generally non-refundable unless the issue was solely due to our error.
• Consumed Food: Refunds will not be issued for food that has been substantially or entirely consumed, except in cases involving legitimate food safety or allergen concerns.
• Preference-Based Dissatisfaction: Dissatisfaction based solely on personal taste preferences that were not communicated at the time of ordering (e.g., "I don't like this topping" when you ordered it).
• Delayed Orders Due to External Factors: Delays caused by severe weather, traffic conditions, or other circumstances beyond our control.
• Gift Cards and Vouchers: Purchases of gift cards, vouchers, or loyalty points are non-refundable.

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

To request a refund, please follow the steps outlined below. This process ensures your request is handled promptly and efficiently.

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation number
• The date and time of your order
• A clear description of the issue
• Photographic evidence of the problem, if applicable (e.g., photos of incorrect or damaged food)
• Your preferred resolution (refund, replacement, or store credit)

Step 2: Contact Our Customer Support Team

Reach out to us through one of the following channels within the applicable timeframe:

• Email: [email protected]
• Website: meal-pequods.rest

When sending an email, please use the subject line: "Refund Request – Order #[Your Order Number]".

Step 3: Review and Assessment

Once your request is received, our customer support team will:

• Acknowledge your request within 1 business day.
• Review the details of your order and the issue reported.
• May request additional information or clarification if needed.
• Assess whether your request meets the eligibility criteria outlined in this policy.

Step 4: Resolution Decision

We will communicate our decision within 3–5 business days of receiving your complete refund request. Our resolution options include:

• Full or partial monetary refund to your original payment method
• Store credit or account credit for future orders
• Complimentary replacement of the affected item(s)
• A combination of the above

Step 5: Refund Processing

If a refund is approved, it will be processed according to the timeframes specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, actual posting times may vary depending on your financial institution or payment provider. We are not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Partial Order Issues: Only some items in your order were incorrect, missing, or unsatisfactory. In this case, a refund will be issued for the affected portion of the order only.
• Minor Quality Issues: The food was partially acceptable but fell below our quality standards in a limited way (e.g., a single incorrect topping rather than a completely wrong order).
• Order Partially Consumed: A quality issue is reported after a significant portion of the food has already been consumed.
• Promotional Orders: Orders that involved discounts or promotional pricing may receive a partial refund reflecting the proportional value paid.
• Delivery Issues: In cases where the food arrived late but was otherwise acceptable, a partial refund or credit may be offered as a goodwill gesture.

The specific amount of any partial refund will be determined by our customer support team on a case-by-case basis, taking into account the nature and severity of the issue.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace or re-prepare the affected item(s) at no additional charge. Our exchange policy works as follows:

• Replacements for Incorrect Items: If you received the wrong pizza or incorrect items, we will re-prepare and deliver or make available for pickup the correct item(s) as soon as operationally possible.
• Replacements for Quality Issues: If your food did not meet our quality standards, we will offer to re-prepare the item(s) in question.
• Timing of Replacements: Replacement orders are subject to standard preparation times and will be prioritized based on kitchen capacity at the time of the request.
• Customer Preference: If you prefer a monetary refund over a replacement, please indicate this preference when submitting your refund request. We will assess your request in accordance with the eligibility conditions in Section 2.
• No Substitutions for Preference: We do not offer exchanges or substitutions based solely on a change in personal preference after an order has been correctly prepared.

9. Cancellation Policy

We understand that plans change. However, because our pizzas are freshly prepared to order, our ability to accommodate cancellations is limited once preparation has begun.

9.1 Online and Phone Orders

• Cancellation Within 5 Minutes: If you cancel your order within 5 minutes of placing it, and preparation has not yet begun, you are entitled to a full refund.
• Cancellation After 5 Minutes: If preparation has already started when you request a cancellation, we may not be able to process a full refund. A store credit or partial refund may be offered at our discretion.
• Cancellation After Dispatch (Delivery Orders): Once a delivery order has been dispatched to a driver or third-party delivery service, the order cannot be cancelled and no refund will be issued for the food items. Delivery fees are also non-refundable at this stage.

9.2 Advance or Pre-Scheduled Orders

• For orders placed in advance (e.g., catering or group orders), cancellations must be made at least 24 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made between 12–24 hours before the scheduled time may receive a 50% refund or store credit.
• Cancellations made less than 12 hours before the scheduled time are generally non-refundable.

9.3 How to Cancel an Order

To cancel an order, please contact us immediately via:

• Email: [email protected] (subject: "Order Cancellation – Order #[Your Order Number]")
• Website: meal-pequods.rest

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and promptly. If you are not satisfied with our initial response to your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you disagree with the outcome of your refund request, you may request an escalation review by contacting us at [email protected] with the subject line "Refund Dispute Escalation – Order #[Your Order Number]." A senior member of our customer service team will review your case within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank (commonly referred to as a "chargeback") under the Fair Credit Billing Act (FCBA) and applicable card network rules. We encourage you to contact us first to resolve the issue directly before initiating a chargeback, as this typically leads to faster resolution.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also contact:

• The Federal Trade Commission (FTC) at www.ftc.gov for consumer protection issues.
• Your state's Attorney General's Office for state-specific consumer protection concerns.
• The Better Business Bureau (BBB) at www.bbb.org for business complaint resolution.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America and applicable state law. Any legal proceedings shall be conducted in the jurisdiction where Pequod's Pizza operates.

11. Fraudulent Refund Claims

Pequod's Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or repetitively fraudulent refund requests may have their account suspended, be denied future refund requests, and/or be reported to the appropriate authorities. We reserve the right to pursue legal remedies for any losses incurred due to fraudulent activity in accordance with applicable United States federal and state law.

12. Policy Modifications

Pequod's Pizza reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Changes will take effect immediately upon posting to our website at meal-pequods.rest. The "Last Updated" date at the top of this page will reflect the most recent revisions. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team using the details below: