Refund Policy

Last Updated: May 6, 2026

1. Introduction

Dewey's Pizza ("we," "us," "our," or "the Company") is committed to providing high-quality food products and exceptional customer service. We understand that issues may occasionally arise with your order, and we want to ensure that any concerns are resolved quickly and fairly.

This Refund Policy applies to all purchases made through our website deweyspizza-food.click and any associated ordering platforms. By placing an order with Dewey's Pizza, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act, and any applicable state-level regulations governing food service businesses and consumer transactions.

For questions or concerns regarding this policy, you may contact us at any time at: [email protected].

2. Eligibility Conditions 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 an item or order that does not match what you originally placed. This includes wrong toppings, wrong size, wrong crust type, or incorrect add-ons.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable food quality standards.
• Damaged Order: Your order arrived in a condition that made it unfit for consumption due to packaging failure or damage during delivery.
• Significant Delay: Your order was significantly delayed beyond the estimated delivery or pickup time provided at the time of purchase, and you no longer wish to receive it.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a system or processing error.
• Failed Delivery: Your order was never delivered through our delivery service and was not made available for pickup as confirmed.

Refund requests that do not fall within the above categories will be evaluated on a case-by-case basis at the sole discretion of Dewey's Pizza management.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly evaluated, all claims must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Customized Orders: Items with special customizations (e.g., specific toppings, dietary modifications) that were prepared correctly as requested are not eligible for refunds due to dissatisfaction with the customization chosen.
• Partially Consumed Orders: If more than half of an item has been consumed, it will not be eligible for a full refund. A partial refund may be considered at our discretion.
• Promotional or Discounted Items: Items purchased using promotional discounts, limited-time deals, or coupon codes may not be fully refundable. Refunds on such items will be based on the discounted price paid.
• Delivery Fees: Delivery service fees are generally non-refundable unless the order was never delivered or the delivery failure was caused by an error on our part.
• Third-Party Platform Orders: Orders placed through third-party food delivery platforms (if applicable) are subject to those platforms' individual refund policies. Dewey's Pizza has limited authority to issue refunds for orders placed through third-party services.
• Gift Cards and Promotional Credits: Gift cards and store credits are non-refundable and cannot be exchanged for cash.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, have your order number, the date and time of your order, and your payment method information ready. This will help us process your request more efficiently.
2. Step 2 — Document the Issue: If applicable, take clear photographs or screenshots of the issue (e.g., wrong item received, damaged packaging, missing items). Photographic evidence greatly assists in resolving disputes quickly.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizza-food.click
4. Step 4 — Describe Your Issue: Provide a clear and detailed description of the problem with your order. Include your order number, the specific items affected, and the reason for your refund request.
5. Step 5 — Submit Supporting Evidence: Attach any photographs or other supporting documents to your email or contact form submission.
6. Step 6 — Await Review: Our customer service team will review your request and respond within 1–3 business days. We may contact you for additional information if necessary.
7. Step 7 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and provide information on how and when your refund will be processed.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time for funds to appear in your account may vary depending on your financial institution. Banks and payment processors may have their own internal processing times that are outside of our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was correct and consumable.
• An item was partially consumed before a quality issue was discovered.
• A promotional discount or coupon was applied to the order, and only certain items within the order qualify for a refund.
• The issue reported was minor and did not significantly affect the overall order experience, as determined at our discretion.
• Delivery delays occurred but the order was ultimately delivered and accepted by the customer.

The amount of a partial refund will be determined by our customer service team based on the specifics of each case. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

In many situations, rather than a monetary refund, Dewey's Pizza may offer to replace or re-make your order as an alternative resolution. Our exchange policy works as follows:

• Order Replacement: If your order was incorrect or contained a quality issue, we may offer to prepare and deliver or make available for pickup a corrected replacement order at no additional charge.
• Item Substitution: If a specific menu item you ordered is unavailable, we will contact you to offer a suitable substitute of equal or greater value, or provide a refund for that item.
• Store Credit: In lieu of a monetary refund, we may offer store credit that can be applied toward your next order. Store credits are valid for 90 days from the date of issuance and are non-transferable.

We encourage customers to consider a replacement order as the first course of action, particularly for food quality or incorrect order issues, as this often provides the fastest resolution. However, if you prefer a monetary refund and your request meets our eligibility criteria, we will honor that preference.

9. Cancellation Policy

Due to the nature of freshly prepared food, our ability to accommodate order cancellations is limited once preparation has begun.

9.1 Cancellation Before Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing it. During this window, if the order has not yet entered the preparation stage, you will be entitled to a full refund. To cancel, contact us immediately at [email protected] or via our website.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted, and no refund will be issued. This is because food products are perishable and are prepared specifically for your order.

9.3 Cancellation Due to Extended Delays

If your order is significantly delayed beyond the estimated delivery or pickup time — typically more than 30 minutes beyond the original estimate — you may request a cancellation and full refund. In such cases, please contact us as soon as possible. Dewey's Pizza reserves the right to assess delays caused by factors outside our control (e.g., severe weather, road closures, or high order volumes) when evaluating cancellation refund requests.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to a senior member of our customer service team or management. To do so, reply to any correspondence related to your original refund request and clearly state that you would like to escalate the matter. We will respond to escalated disputes within 3–5 business days.

10.2 Chargeback and Payment Disputes

If you have made a payment via credit card or debit card and are unable to resolve your concern through our internal process, you may have the right to initiate a chargeback through your bank or card issuer. However, we ask that you exhaust our internal resolution process before initiating a chargeback, as chargebacks can cause unnecessary delays and complications. We reserve the right to dispute any chargebacks that we believe are unfounded or fraudulent in nature.

10.3 Consumer Protection Agencies

You have the right to file a complaint with applicable consumer protection agencies if you believe your rights have been violated. These include, but are not limited to:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General Office or Department of Consumer Affairs
• The Better Business Bureau (BBB)

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws where Dewey's Pizza operates. Any legal proceedings must be brought in the appropriate courts of jurisdiction applicable to the business's location.

11. Special Circumstances

Dewey's Pizza recognizes that certain extraordinary circumstances may affect orders and customer experience. In the event of natural disasters, public health emergencies, severe weather events, or other force majeure situations, our standard refund and cancellation policies may be temporarily modified. Any such modifications will be communicated clearly on our website.

12. Modifications to This Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will become effective upon posting to our website at deweyspizza-food.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any modifications constitutes your acceptance of the revised policy.

13. Contact Information

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with an order-related issue, please do not hesitate to contact our customer service team using the information below: