Refund Policy

Effective Date: July 16, 2026 | Last Updated: July 16, 2026

1. Introduction

Welcome to Pequod's Pizza. This Refund Policy governs all purchases made through our website at pequodscafe.click, by phone, or in person at our location. As a food service business operating in the United States, we are committed to complying with applicable consumer protection standards, including those enforced by the Federal Trade Commission (FTC) under the FTC Act.

Because we deal in perishable food products, our refund policy is necessarily different from that of a retail goods business. We encourage all customers to review their orders carefully at the time of purchase and to contact us promptly if any issue arises.

2. Eligibility Conditions for Refunds

We evaluate each refund request on a case-by-case basis. However, the following general conditions must be met for a refund to be considered:

• The issue must be reported within the applicable timeframe described in Section 3 of this policy.
• The customer must provide a valid proof of purchase, including order number, receipt, or confirmation email.
• The concern must relate to a verifiable problem with the order, such as incorrect items, missing items, food quality issues, or a failure on our part to fulfill the order.
• The order must have been placed directly through pequodscafe.click or via our official phone line. Orders placed through third-party delivery platforms are subject to that platform's respective refund policies.
• The food must not have been substantially consumed. If more than half of the order has been consumed, we reserve the right to offer a partial refund or store credit rather than a full refund.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, we have strict timeframe requirements for refund requests:

Requests submitted outside these timeframes may not be honored. We strongly recommend contacting us as soon as possible after identifying any issue with your order.

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 a customer changes their mind after the order has been prepared or delivered.
• Customization errors by the customer: If the error in the order was caused by incorrect information entered by the customer during the ordering process, a refund may not be issued, though we may offer a goodwill discount or credit.
• Partially consumed food: Orders that have been largely consumed before a complaint is raised will not qualify for a full refund.
• Catering deposits: Non-refundable deposits paid for catering events are not eligible for refund once the preparation process has begun.
• Promotional items: Free items received as part of a promotion or discount are not eligible for refund or exchange.
• Gift cards and vouchers: Once purchased, gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Third-party delivery fees: Delivery fees charged by third-party services are not within our control and are not refundable through Pequod's Pizza.

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

We have made the refund request process as simple as possible. Please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as you identify the issue. You can contact us via:
   • Email: [email protected]
   • Website: pequodscafe.click
2. Step 2 – Provide Order Details: When contacting us, please include the following information:
   • Your full name
   • Order number or receipt number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable, especially for food quality complaints)
3. Step 3 – Review by Our Team: Once your request is received, our customer service team will review the details and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
4. Step 4 – Resolution: Upon review, we will inform you of the outcome. If your refund is approved, we will initiate the process according to the timeframes described in Section 6 below. If a refund is not approved, we will explain the reason and may offer an alternative resolution such as store credit or a replacement order.
5. Step 5 – Confirmation: You will receive a confirmation email once the refund has been processed or the alternative resolution has been applied to your account.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, we may offer a partial refund rather than a full refund. Partial refunds may apply under the following circumstances:

• Only a portion of the order was incorrect or missing, and the rest of the order was received satisfactorily.
• The food item in question was partially consumed before the complaint was made.
• The customer accepted a replacement item of lesser value and is entitled to a price difference refund.
• A delivery issue affected only part of the order (e.g., one item out of several was damaged in transit).
• A discount or promotional code was applied to the order, and the refund is calculated on the actual amount paid rather than the full menu price.

The exact amount of any partial refund will be determined at the discretion of our customer service team based on the specifics of each case. We are committed to being fair and transparent in all partial refund decisions.

8. Exchange Policy

In many cases, especially for in-store or pick-up orders, we may offer a replacement or exchange rather than a monetary refund. Our exchange policy works as follows:

• Wrong item received: If you received an item different from what you ordered, we will prepare and deliver or make available the correct item as soon as possible, at no additional charge.
• Quality issues: If your food does not meet our quality standards (e.g., it was undercooked, overcooked, or did not match your specifications), we will remake the item at no additional charge.
• Missing toppings or customizations: If your pizza or food item was missing a paid topping or customization, we will offer a replacement or a credit toward your next order.
• Timeframe for exchanges: Exchange requests must be made within the same timeframes outlined in Section 3. We are unable to process exchange requests for items that were consumed hours before the complaint was raised.

Exchanges are subject to availability and operational capacity. During peak hours, we may offer a store credit as an alternative if an immediate replacement is not feasible.

9. Cancellation Policy

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

9.1 Standard Orders

• Cancellation within 5 minutes of placing an order: Full refund will be issued if the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: Once our kitchen team has begun preparing your order, we are unable to cancel it or issue a full refund. We may, at our discretion, offer a store credit.
• Cancellation of a scheduled future order: Orders placed in advance for a future time may be cancelled up to 2 hours before the scheduled preparation time for a full refund.

9.2 Catering and Large Orders

• Catering orders require a minimum of 48 hours notice for cancellation to receive a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours before the scheduled event will receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the event are non-refundable.
• In the event of an emergency or extenuating circumstances, please contact us directly and we will do our best to accommodate your situation.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Informal Resolution: Contact our customer service team at [email protected] and clearly explain why you disagree with the initial decision. We will review your case again and provide a final response within 3 business days.
2. Chargeback via Your Bank: If you paid by credit or debit card and believe you have been charged incorrectly, you have the right to dispute the charge directly with your bank or card issuer. We encourage customers to contact us before initiating a chargeback, as we are typically able to resolve disputes more quickly through direct communication.
3. FTC Complaint: If you believe our practices violate consumer protection law, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
4. State Consumer Protection Agencies: Depending on your state of residence, you may also have the right to file a complaint with your state's consumer protection office or attorney general's office.
5. Small Claims Court: For unresolved disputes involving amounts within your state's small claims court threshold, you may choose to pursue the matter in small claims court. Both parties agree to attempt good-faith resolution before pursuing litigation.

11. Special Circumstances

We recognize that unusual situations can arise. The following special circumstances will be handled with additional flexibility:

• Allergic reactions: If you or someone you served experienced an allergic reaction due to an ingredient not listed or disclosed on the menu, please contact us immediately. We take food safety issues extremely seriously and will respond with urgency. Please also seek appropriate medical attention.
• Food safety concerns: Any concern involving potential food contamination or illness will be escalated to our management team and reviewed with the utmost seriousness. A full refund will typically be offered pending review.
• Service outages or technical errors: If a technical error on our website results in a duplicate charge, incorrect order amount, or order processing failure, we will correct the issue and issue a full refund as quickly as possible.
• Weather or force majeure: In the event that extreme weather, natural disaster, or other force majeure circumstances prevent delivery, we will work with affected customers to reschedule, refund, or issue store credit as appropriate.

12. Changes to This Policy

Pequod's Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: