Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Introduction

This Refund Policy governs all purchases and orders made through deweyspizzas.rest or directly at Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by the laws of the United States and applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

We understand that issues occasionally arise with food orders — whether due to incorrect items, quality concerns, or delivery problems. We want to resolve any issue fairly and promptly.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• You received an incorrect item that differs from what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., food was significantly damaged, cold when it should be hot, or otherwise unfit for consumption).
• Your order was not delivered within a reasonable time frame and you did not receive it at all.
• A confirmed duplicate charge was applied to your payment method.
• A technical error on our website or ordering platform resulted in an incorrect or unintended order being placed.
• Allergen information was not properly communicated and caused harm (subject to investigation).
• A promotional discount or coupon code that was valid was not properly applied at checkout.

Refund eligibility is assessed on a case-by-case basis. Not all situations will qualify for a full refund, and Dewey's Pizza reserves the right to offer a partial refund, store credit, or replacement order at its discretion.

3. Non-Refundable Items and Situations

The following items, orders, and situations are generally not eligible for refunds:

4. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

• Incorrect or missing items: Refund request must be made within 2 hours of receiving your order.
• Quality concerns (food not as expected, inedible, or damaged): Must be reported within 2 hours of delivery or pickup.
• Non-delivery of order: Must be reported within 24 hours of the expected delivery time.
• Duplicate or erroneous charges: Must be reported within 7 days of the transaction date.
• Promotional or coupon code errors: Must be reported within 24 hours of placing the order.

All requests must include your order number, the email address used to place the order, and a description of the issue. Photographic evidence may be required for quality-related claims.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the item(s) in question.
2. Step 2 — Document the Issue: If the issue relates to food quality, incorrect items, or damaged packaging, take clear photographs of the items as received. This evidence will help us process your claim efficiently.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizzas.rest
4. Step 4 — Submit Your Claim: In your message, include:
   • Your full name
   • Your order number
   • The email address associated with the order
   • A clear description of the problem
   • Any relevant photos or screenshots
5. Step 5 — Await Review: Our team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once your request is reviewed and approved, we will inform 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 has been approved, processing times vary depending on the payment method used:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. Dewey's Pizza is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only some items in an order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• The food quality issue affected only part of the order (e.g., one pizza out of two was delivered incorrectly).
• A delivery delay occurred, but the food was ultimately delivered and accepted by the customer.
• A coupon or discount was not applied, but the order was otherwise correct.
• The customer consumed a portion of the food before identifying the issue.

The amount of a partial refund will be determined by Dewey's Pizza based on the specifics of each case. We aim to be fair and reasonable in all partial refund decisions.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges are handled differently than in retail settings. The following exchange guidelines apply:

• Incorrect Item Received: If you received an item you did not order, we will prepare and deliver or make available the correct item as soon as possible at no additional charge, subject to availability and operating hours.
• Quality Issue: If your food does not meet our quality standards, we may offer to remake and re-deliver the item. This option is available during our normal operating hours.
• Substitutions: If an ingredient is unavailable and a substitution was made without your knowledge, you may request the correct item or a refund for that item.

Exchanges are not guaranteed in all circumstances and are offered at the discretion of Dewey's Pizza. We will always work with you to find the most satisfactory resolution.

9. Cancellation Policy

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

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. To cancel, contact us immediately at [email protected] or call us as soon as possible.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 In-Store and Phone Orders

• Cancellations of in-store or phone orders must be communicated immediately and directly to the staff at the location.
• If preparation has not yet begun, a full refund or void of the transaction will be processed.
• If preparation is underway, cancellation may not be possible and no refund will be issued.

9.3 Catering and Large Orders

• Catering or large group orders require a minimum of 24 hours notice for cancellation to receive a full refund.
• Cancellations made within 12–24 hours of the scheduled time may receive a 50% refund.
• Cancellations made less than 12 hours before the scheduled time are non-refundable as ingredients and labor have been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Step 1 — Internal Escalation: Contact us again at [email protected] and clearly state that you wish to escalate your refund dispute. Reference your original case or ticket number. Our management team will review the matter within 3 business days.
2. Step 2 — Written Complaint: If the escalated response is still unsatisfactory, you may submit a formal written complaint to us. We will respond in writing within 10 business days.
3. Step 3 — Third-Party Mediation: If we cannot reach a mutually agreeable resolution through internal channels, both parties may agree to engage a neutral third-party mediator. Costs of mediation will be shared equally unless otherwise agreed.
4. Step 4 — Consumer Protection Agencies: You have the right to file a complaint with the following agencies if you believe your consumer rights have been violated:
   • Federal Trade Commission (FTC): ftc.gov — for consumer protection and deceptive practices complaints.
   • Consumer Financial Protection Bureau (CFPB): consumerfinance.gov — for payment and billing disputes.
   • Better Business Bureau (BBB): bbb.org — for business conduct complaints.
5. Step 5 — Legal Action: As a last resort, disputes may be resolved through binding arbitration or small claims court in the jurisdiction where Dewey's Pizza operates, in accordance with applicable United States law.

11. Chargebacks

We ask that customers contact us directly before initiating a chargeback with their bank or credit card issuer. If you file a chargeback without first attempting to resolve the issue with us, we reserve the right to:

• Contest the chargeback with documented evidence of the order and delivery.
• Suspend or restrict your account from placing future orders while the dispute is under review.

We work hard to resolve every issue fairly and ask for the opportunity to do so before disputes are escalated to financial institutions.

12. Consumer Rights Under U.S. Law

This policy does not limit or waive any consumer rights afforded to you under applicable United States federal or state law, including but not limited to:

• Consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45).
• The Fair Credit Billing Act (FCBA), which provides rights regarding billing errors on credit card statements.
• The Electronic Fund Transfer Act (EFTA), which provides protections for debit card transactions.
• State-specific consumer protection statutes applicable to your state of residence.

13. Modifications to This Policy

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at deweyspizzas.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any modifications constitutes acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund inquiries, cancellations, or questions related to this policy, please contact our customer support team: