Refund Policy

Effective Date: April 26, 2026  |  Last Updated: April 26, 2026

1. Overview

This Refund Policy applies to all purchases made through pizzadeweys.rest, our mobile applications, third-party delivery platforms, and in-store transactions at Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. We strive to resolve all refund and complaint matters fairly, transparently, and in a timely manner in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

We understand that issues can arise with food orders — whether it involves incorrect items, quality concerns, or delivery problems. This policy is designed to outline every scenario and ensure you know exactly what to expect when requesting a refund or resolution.

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 items that differ from what you ordered (wrong pizza toppings, wrong size, wrong crust, missing items, etc.).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or did not meet basic quality standards at the time of delivery or pickup.
• Allergic Ingredient Mislabeling: An item contained an allergen that was not listed on the menu description or that you specifically requested to be excluded, causing harm or concern.
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Order Not Received: Your delivery order did not arrive within a reasonable timeframe and cannot be located.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Cancellation: Your order was cancelled by Dewey's Pizza due to operational issues, ingredient unavailability, or other internal reasons before fulfillment.

All refund requests are subject to review and verification. Dewey's Pizza reserves the right to request photographic evidence, order confirmation details, or other supporting documentation before approving a refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these windows may not be eligible for a full refund but will still be reviewed at our discretion. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as an issue is discovered.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or largely eaten prior to reporting a complaint.
• Dissatisfaction based on personal taste preferences when the order was prepared correctly as described on our menu.
• Requests made outside the eligible timeframes outlined in Section 3.
• Delivery fees paid to third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be disputed directly with the respective platform.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was incorrect or defective.
• Gift cards and store credits once activated or partially used.
• Custom or special-request items where the customization was correctly applied as requested.
• Orders delayed due to circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery carrier delays.

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 efficiently:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, receipt, or transaction ID. Take clear photographs of any incorrect, missing, or unsatisfactory items if applicable.
2. Step 2 – Contact Dewey's Pizza: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzadeweys.rest
3. Step 3 – Provide Required Information: Include the following details in your request:
   • Full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographs or supporting documentation (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our team will send you an acknowledgment of your request within 1 business day.
5. Step 5 – Review and Decision: We will review your claim and respond with a resolution decision within 3–5 business days.
6. Step 6 – Refund Issuance: Once approved, your refund will be processed according to the payment method timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank's or payment provider's internal processing times, which are outside of our control.

7. Partial Refunds

In some situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one pizza out of a multi-item order was wrong).
• The order was partially consumed before a quality issue was discovered.
• A promotional discount was applied that affects the refundable amount.
• A delivery fee component was not part of the item issue (e.g., only the food item is refunded, not the delivery fee).
• The item meets some, but not all, quality standards (e.g., slightly late delivery but food quality was otherwise acceptable).

The refund amount for partial refunds will be calculated based on the value of the affected items, minus any applicable discounts or fees already received. Our customer service team will communicate the exact refund amount to you prior to processing.

8. Exchange Policy

Dewey's Pizza is pleased to offer order replacements in applicable situations. Rather than a monetary refund, we may offer to re-prepare and re-deliver or make available for pickup the correct or replacement order. Exchanges are subject to the following conditions:

• The original order issue must be reported within the eligible timeframe (Section 3).
• Replacement orders are subject to standard preparation times and availability.
• Exchanges for delivery orders may incur a secondary delivery attempt — in many cases, delivery of the replacement will be provided at no additional charge.
• If a replacement is not feasible (e.g., restaurant is closed, items out of stock), a full or partial monetary refund will be offered instead.
• Exchanges are not available for orders placed through third-party delivery platforms — in those cases, refunds are handled through the respective platform.

To request an exchange, follow the same steps outlined in Section 5 and indicate your preference for a replacement rather than a monetary refund.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of food preparation.

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately after placing the order if you wish to cancel.
• During Preparation: If your order is already being prepared, cancellation may not be possible. A partial refund or store credit may be offered at our discretion.
• After Preparation / Out for Delivery: Once an order has been prepared and dispatched for delivery, cancellations are generally not accepted, and no refund will be issued unless there is a verifiable issue with the order upon receipt.

9.2 Third-Party Platform Orders

Orders placed through platforms such as Uber Eats, DoorDash, or Grubhub must be cancelled through those respective platforms. Their individual cancellation policies apply, and any refunds for cancellations are handled by the platform directly.

9.3 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people or orders over $150), the following cancellation terms apply:

• Cancellations made 48 hours or more before the scheduled order time: Full refund.
• Cancellations made 24–48 hours before the scheduled order time: 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled order time: No refund due to ingredients and preparation already allocated.

10. Dispute Resolution Process

If you are not satisfied with our initial resolution of your refund request, we encourage you to pursue the following dispute resolution steps:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team or a store manager. Please clearly indicate in your follow-up communication that you wish to escalate the matter. We will respond to escalated disputes within 5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe a charge was unauthorized or we have failed to resolve a legitimate dispute, you have the right to contact your card issuer to initiate a chargeback under applicable regulations. We encourage you to attempt resolution with us first before initiating a chargeback, as we are committed to fair outcomes.

10.3 FTC and Consumer Protection Complaints

As a United States business, Dewey's Pizza operates under the jurisdiction of the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with the FTC at reportfraud.ftc.gov or contact your state's Attorney General office.

10.4 Informal Mediation

For unresolved disputes, both parties agree to attempt good-faith mediation before pursuing formal legal action. Mediation may be conducted remotely via video conferencing or written correspondence.

11. Store Credit as an Alternative

In some cases, Dewey's Pizza may offer store credit as an alternative to a monetary refund. Store credits:

• Are applied to your Dewey's Pizza account or issued as a promotional code for your next order.
• Are valid for 90 days from the date of issuance.
• Cannot be transferred, sold, or exchanged for cash.
• May be used toward any menu item available on pizzadeweys.rest or through our direct ordering channels.

12. Food Safety and Health Concerns

If you believe that a food item from Dewey's Pizza has caused a foodborne illness or adverse health reaction, please contact us immediately at [email protected]. We take all food safety concerns with the highest level of seriousness. In addition to seeking a refund, you may wish to report the concern to your local health department. We cooperate fully with any public health investigations.

13. Changes to This Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to pizzadeweys.rest. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated terms.

14. Contact Information

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