Refund Policy

At Pizza Factory, customer satisfaction is at the heart of everything we do. We understand that occasionally an order may not meet your expectations, and we are committed to making things right. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order.

1. General Overview

This Refund Policy applies to all orders placed through our website pizzafactory.digital, by phone, or in-store. As a food service business, our refund policy takes into account the perishable nature of food products and the standards required for health, safety, and quality assurance. By placing an order with Pizza Factory, you agree to the terms outlined in this policy.

We reserve the right to update or modify this policy at any time without prior notice. The version published on our website at the time of your order will govern that transaction.

2. Eligibility Conditions for Refunds

Pizza Factory will consider a refund request under the following circumstances:

• Wrong Order Delivered: You received an item or order that is different from what you placed.
• Missing Items: One or more items you paid for were not included in your order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Foreign Objects: The food contained a foreign object or contaminant not listed as an ingredient.
• Significant Delay: Your order was delivered significantly later than the estimated delivery window, causing the food to be cold or inedible.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Uncompleted Order: Your order was accepted and paid for but was never fulfilled or delivered.

To be eligible for a refund, the issue must be reported within the applicable timeframe specified in Section 3 below. Refund requests made outside of these timeframes may not be honored at our discretion.

3. Timeframes for Refund Requests

Given the perishable nature of food, we require that refund requests be submitted promptly. The following timeframes apply:

Requests submitted outside of these windows will be reviewed on a case-by-case basis. We strongly recommend contacting us as soon as you identify any issue with your order.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation began.
• Customized Orders: Items made to your specific instructions (e.g., custom pizza builds, special dietary requests) that were prepared correctly according to your specifications.
• Consumed Food: Orders that have been substantially consumed will not qualify for a full refund, except in cases involving food safety concerns.
• Delivery Fees: Delivery and service fees are non-refundable unless the entire order was not delivered or there was an error on our part.
• Promotional or Discounted Items: Items purchased under special promotions, coupons, or discounts may have limited refund eligibility as specified at the time of purchase.
• Gift Cards and Store Credit: Purchased gift cards and applied store credits are non-refundable and non-transferable.
• Late Delivery Due to External Factors: Delays caused by severe weather, traffic conditions, or other circumstances beyond our reasonable control.

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

To submit a refund request, please follow these steps:

1. Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory food items. This documentation greatly assists our team in reviewing your claim.
2. Locate Your Order Information: Have your order number, order date, payment method, and the email address used at checkout ready for reference.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzafactory.digital
4. Provide Full Details: In your message, include your full name, order number, date and time of the order, a clear description of the problem, and any supporting photos.
5. Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions to complete our review.
6. Resolution: Once our review is complete, we will notify you of the outcome — whether a full refund, partial refund, store credit, or replacement is being offered — and provide a timeline for processing.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will vary depending on your original payment method:

Please note that these are estimated timeframes. Actual processing times may vary based on your financial institution's policies. Pizza Factory is not responsible for delays caused by banks or payment processors after a refund has been issued on our end.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Pizza Factory may offer a partial refund in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only specific items and not the entire order.
• You consumed a portion of the order before identifying the issue.
• A promotional discount was applied to the order, affecting the net refundable amount.
• The complaint was reported outside the standard timeframe but within a reasonable extended window.

The amount of any partial refund will be calculated based on the price of the affected items, minus any applicable delivery fees or platform charges. Partial refunds will be communicated to you clearly before being processed, and you may request clarification on how the amount was determined.

8. Exchange Policy

Where feasible and logistically practical, Pizza Factory may offer a replacement instead of a refund. Exchanges or replacements may be offered in the following scenarios:

• You received the wrong pizza or food item and the correct item can be prepared and delivered within a reasonable timeframe.
• An item was missing from your order and can be sent out as a separate delivery or offered as a replacement on your next order.
• The food arrived in poor condition but the issue can be remedied by preparing a fresh replacement.

If you prefer a refund rather than a replacement, please state this clearly when submitting your request. We will accommodate your preference to the extent possible given the circumstances. Replacements are subject to availability and geographic delivery limitations.

9. Cancellation Policy

Our ability to cancel an order depends on the stage of preparation at the time of your cancellation request.

9.1 Standard Orders (Delivery and Pickup)

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparation, a full refund will be issued.
• During Preparation: If preparation has already started, we may not be able to cancel the order. A partial refund or store credit may be offered at our discretion.
• After Dispatch (Delivery Orders): Once an order is out for delivery, cancellation is no longer possible and no refund will be issued.

9.2 Catering and Advance Orders

For large catering orders or pre-scheduled event orders, the following cancellation timeframes apply:

To cancel a catering order, please contact us immediately at [email protected] and reference your order number.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Pizza Factory is committed to resolving disputes fairly and promptly.

10.1 Internal Escalation

If your initial refund request was denied or you are unhappy with the resolution offered, you may request a second review by contacting us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review the matter and respond within 3 business days.

10.2 Chargebacks

You have the right to dispute a charge with your credit card company or bank if you believe you have been charged incorrectly. However, we encourage you to contact us first, as we can often resolve issues faster than the formal chargeback process. If a chargeback is initiated without first attempting resolution with us, it may affect your ability to place future orders with Pizza Factory.

10.3 Consumer Protection Rights

As a customer in the United States, you are protected under applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive trade practices. Depending on your state of residence, additional protections may apply. Nothing in this policy limits your statutory rights as a consumer.

10.4 Informal Resolution

Before pursuing any formal legal remedies, we encourage both parties to attempt to resolve any dispute informally. Please contact us directly and give us a reasonable opportunity to address your concern before escalating to external channels.

11. Food Safety Concerns

If you believe that a food safety issue occurred — including illness, allergic reaction, or contamination — please contact us immediately. In addition to initiating a refund or replacement, we take food safety reports very seriously and will conduct an internal investigation. You may also report food safety concerns to your local health authority or the U.S. Food and Drug Administration (FDA) at www.fda.gov. Your health and safety are our highest priority.

12. Policy Abuse

Pizza Factory reserves the right to refuse refund requests that appear to be fraudulent, excessively repeated, or made in bad faith. Customers who repeatedly abuse our refund policy may have their accounts suspended or be prohibited from placing future orders. We use order history, delivery records, and other data to identify potential misuse of this policy.

13. Amendments to This Policy

Pizza Factory reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzafactory.digital. We encourage you to review this page periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the details below. We are committed to responding to all refund requests within 1 business day.

This Refund Policy was last updated on May 20, 2026. All rights reserved — Pizza Factory.