Refund Policy

Effective Date: March 25, 2026 | Last Updated: March 25, 2026

1. Overview

This Refund Policy applies to all purchases made through our website deweyspizza.click, by phone, or in person at Dewey's Pizza. By placing an order with us, you agree to the terms and conditions outlined in this policy. We encourage you to review this policy carefully before completing your purchase.

As a food service business operating in the United States, our refund practices comply with applicable federal consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that differ from what you ordered (wrong pizza, wrong toppings, wrong size, or missing items).
• Poor Food Quality: The food delivered or picked up is undercooked, overcooked, spoiled, or otherwise does not meet reasonable quality standards.
• Food Safety Concerns: You discovered a foreign object or contaminant in your food. Please retain the item and contact us immediately.
• Significant Delivery Delays: Your delivery arrived more than 45 minutes beyond the quoted estimated delivery time due to circumstances within our control.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup without prior notice from our team.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Authorized Cancellation: You canceled your order within the eligible cancellation window as described in Section 8 of this policy.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence, order confirmation numbers, or other documentation to process your request efficiently.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a full refund. Late requests will be reviewed at our sole discretion, and we may offer store credit or partial compensation where appropriate.

4. Non-Refundable Items and Situations

While we strive to accommodate all legitimate concerns, certain situations and items are not eligible for refunds:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the food.
• Customization Errors by Customer: If you selected incorrect toppings, sizes, or customizations during the ordering process, we are not responsible for the resulting outcome.
• Dietary Preferences vs. Allergies: Refunds are not issued for dissatisfaction with taste, flavor preferences, or non-allergy-related dietary choices when the correct items were delivered.
• Consumed Orders: If a significant portion of the order has been consumed, a full refund will not be issued. Partial refunds may be considered.
• Third-Party Delivery Delays: If your order was placed through a third-party delivery application (such as DoorDash, Uber Eats, or Grubhub), delivery-related complaints must be directed to that platform. Dewey's Pizza is not responsible for delays caused by third-party couriers.
• Promotional or Discounted Items: Orders placed using promotional discounts, coupons, or special deals may be subject to limited refund eligibility. Any refund issued will reflect the actual amount paid after discounts.
• Gift Cards and Store Credits: Purchases of gift cards are final and non-refundable. Store credits issued as compensation are non-transferable and cannot be exchanged for cash.
• Force Majeure Events: Delays or inability to fulfill orders due to severe weather, natural disasters, power outages, or other circumstances beyond our reasonable control are not eligible for monetary refunds, though store credit may be offered.

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

Requesting a refund from Dewey's Pizza is straightforward. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of your order, the items in question, and a brief description of the issue.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food item(s) in question. Photos are particularly helpful for quality complaints, incorrect orders, or food safety concerns.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizza.click
4. Step 4 — Submit Your Request: In your message, clearly state your order number, the nature of the issue, and your preferred resolution (refund, replacement, or store credit). Attach any photos if relevant.
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
6. Step 6 — Resolution: Once your request is reviewed and approved, we will inform you of the resolution and process your refund, replacement, or store credit accordingly.

6. Refund Processing Times by Payment Method

Once your refund request has been approved, processing times vary depending on your original payment method:

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 your bank or payment processor.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory while the remainder was delivered correctly.
• The order was partially consumed before the issue was identified and reported.
• A delivery delay affected only part of a multi-item order.
• A discount or promotional price was applied to the original order, in which case the refund reflects the proportional discounted value of the affected item(s).
• A quality issue is reported but the evidence is inconclusive, and a goodwill partial refund is deemed appropriate.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of your case. We will always communicate the refund amount to you before processing.

8. Cancellation Policy

We understand that plans can change. Here is how our cancellation process works:

8.1 Online and Phone Orders

Orders may be canceled for a full refund only if canceled before our kitchen has begun preparation. Once food preparation has commenced, the order cannot be canceled or refunded, as the ingredients and labor have already been committed to fulfilling your order.

To cancel an order, contact us immediately at [email protected] or visit deweyspizza.click. Time is of the essence — the sooner you notify us, the greater the chance of a successful cancellation.

8.2 Scheduled and Pre-Orders

For orders placed in advance (scheduled for a future date or time), cancellations must be requested at least 2 hours before the scheduled preparation time to qualify for a full refund. Cancellations made less than 2 hours before the scheduled time will be evaluated on a case-by-case basis and may result in store credit rather than a monetary refund.

8.3 Large or Catering Orders

For large group orders or catering arrangements, a minimum cancellation notice of 24 hours is required for a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value, depending on the preparation already completed.

9. Exchange Policy

In lieu of a monetary refund, we are often able to offer a replacement of the affected item(s). Exchanges are available under the following conditions:

• You received an incorrect item (wrong topping, wrong size, wrong pizza) and the correct item can be prepared and delivered or made available for pickup within a reasonable timeframe.
• A quality issue is identified and reported within the required timeframe, and you prefer a fresh replacement over a refund.
• The issue is reported promptly, allowing our kitchen to prepare a replacement while your dining experience is still ongoing.

Replacement orders are subject to the same quality standards as original orders. If a replacement is not feasible due to time, distance, or operational constraints, a refund or store credit will be offered instead. Exchanges are processed at no additional cost to the customer.

10. Dispute Resolution Process

We encourage all customers to contact us directly before pursuing any external dispute resolution. Our team is committed to finding a fair solution for every concern raised in good faith.

10.1 Internal Resolution

All refund disputes should first be submitted to our customer service team at [email protected]. We will review your case thoroughly and provide a written response within 3 business days.

10.2 Escalation

If you are not satisfied with our initial response, you may request that your case be escalated to a senior member of our management team. Escalation requests should be made in writing to the same email address, clearly indicating that you are requesting escalation. We will respond to escalated cases within 5 business days.

10.3 External Remedies

If a resolution cannot be reached through our internal process, you may have the following options available under applicable law:

• FTC Complaint: You may file a complaint with the Federal Trade Commission at reportfraud.ftc.gov if you believe your consumer rights have been violated.
• State Consumer Protection Office: You may contact your state's Attorney General or consumer protection office for assistance.
• Credit Card Chargeback: As a last resort, you may dispute a charge with your credit card issuer or bank. However, we strongly encourage direct communication with us first, as chargebacks initiated without prior contact may limit our ability to resolve the issue cooperatively.
• Small Claims Court: For unresolved monetary disputes, you may pursue a claim through your local small claims court in accordance with the laws of your state.

11. Special Circumstances

11.1 Food Allergies

If you or a member of your party experienced an allergic reaction due to undisclosed ingredients or cross-contamination that was not communicated at the time of ordering, please contact us immediately. Food safety is our highest priority. We take all allergy-related incidents extremely seriously and will cooperate fully to address the situation, including offering a full refund and taking internal corrective action.

11.2 Illness Reports

If you believe you experienced foodborne illness as a result of consuming Dewey's Pizza products, please contact us immediately and seek medical attention if necessary. We may request the date and time of your order and the specific items consumed. We cooperate fully with relevant health authorities and take all illness reports seriously.

12. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at deweyspizza.click. Continued use of our services following any update to this policy constitutes your acceptance of the revised terms. We encourage you to review this page periodically for the most current information.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please reach out to us through any of the following channels: