Refund Policy

Last Updated: May 20, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at pizzafactory.rest, by phone, or in person at our location. By placing an order with Pizza Factory, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

Because our products are perishable food items, our refund and return process is handled differently than non-food retail businesses. We take every complaint seriously and aim to resolve all issues promptly and fairly.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Your order was incorrect — meaning you received items that were different from what you ordered.
• Your food was delivered in an unsatisfactory condition, such as being cold, spoiled, or damaged during delivery.
• You received an incomplete order — items were missing from your delivery or pickup bag.
• A confirmed technical or billing error resulted in a duplicate charge or an overcharge on your payment method.
• Your order was significantly delayed beyond the estimated delivery or pickup time, and the food quality was compromised as a result.
• You received a product that caused an allergic reaction due to our failure to honor a clearly documented allergy request noted at the time of ordering.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Orders that were customized according to your specific instructions and prepared correctly as requested.
• Complaints made more than 24 hours after the order was received or picked up.
• Minor variations in food appearance that do not affect the quality or taste of the product.
• Delivery delays caused by circumstances beyond our control, such as severe weather, traffic accidents, or third-party delivery service issues (where applicable).
• Promotional or discounted items, unless there was a clear error on our part.
• Delivery fees, service fees, or tips paid to third-party platforms or drivers.
• Gift cards or promotional credits once redeemed.
• Orders where the customer provided an incorrect delivery address, and delivery was attempted at the given address.

4. Refund Request Timeframes

Time is an important factor when dealing with perishable food products. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these windows may be reviewed at our sole discretion. We strongly encourage you to contact us as soon as an issue is discovered.

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

To request a refund, please follow these steps:

1. Step 1 — Contact Us Immediately: Reach out to our customer support team as soon as you identify an issue. You can contact us by email at [email protected] or through our website at pizzafactory.rest.
2. Step 2 — Provide Order Information: Include your full name, the email address used to place the order, your order number or confirmation code, and the date and time of the order.
3. Step 3 — Describe the Issue: Clearly describe the problem you experienced. Be as specific as possible — for example, list the item(s) that were incorrect, missing, or unsatisfactory.
4. Step 4 — Submit Supporting Evidence: Where possible, attach photographs of the incorrect, damaged, or unsatisfactory food items. Photos are not always required, but they can significantly expedite the review process.
5. Step 5 — Await Review: Our team will review your request within 1 to 2 business days. We may contact you for additional information during this review period.
6. Step 6 — Resolution Notification: You will receive a written confirmation via email once a decision has been made. If approved, your refund or store credit will be processed according to the timelines outlined in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method:

Please note that while we process refunds promptly on our end, the actual posting of funds to your account may be subject to your financial institution's processing times, which are beyond our control.

7. Partial Refunds

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

• Only specific items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was acceptable.
• The food was partially consumed before the issue was reported, and it is not possible to verify the full extent of the problem.
• A discount, coupon, or promotional offer was applied to the original order, and the refund amount will be proportionally adjusted.
• The delivery was late but the food was still in acceptable condition upon arrival — in such cases, a partial refund or courtesy credit may be issued as a goodwill gesture.

The specific amount of a partial refund will be determined by our customer support team on a case-by-case basis, taking all available information into account.

8. Exchange Policy

Given the nature of our products as freshly prepared food items, traditional exchanges (returning one item for another) are generally not possible. However, we do offer the following alternatives in appropriate circumstances:

• Replacement Order: If your order was incorrect or significantly unsatisfactory, and you contact us within the required timeframe, we may offer to prepare and deliver or make available for pickup a replacement order at no charge.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value to be used on a future order at Pizza Factory.
• Menu Substitution: If an item you ordered is unavailable at the time of preparation, we will contact you prior to finalizing your order to offer a suitable substitution or a refund for that specific item.

Replacement orders are subject to availability and operating hours. We reserve the right to determine the most appropriate form of resolution based on the nature of the complaint.

9. Order Cancellation Policy

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

9.1 Cancellations Before Preparation Begins

If you contact us to cancel your order before food preparation has started, you are entitled to a full refund of the amount paid. To cancel an order before preparation begins, please contact us immediately by phone or email using the contact details listed at the bottom of this page. Because our kitchen works quickly, this window is very short — typically within 5 minutes of placing your order.

9.2 Cancellations After Preparation Has Begun

Once your order has entered preparation, we are unable to cancel it or issue a full refund. This is because the ingredients have already been used and the food is being actively prepared for your consumption. In exceptional circumstances, a partial refund or store credit may be considered at our discretion.

9.3 Cancellations After Dispatch (Delivery Orders)

Once your order has been dispatched for delivery, cancellations are not accepted. If you are unavailable to receive your delivery at the address provided, the order will be considered fulfilled and no refund will be issued.

9.4 Pre-Orders and Catering Orders

For large catering orders or pre-orders scheduled for a future date, cancellations must be made at least 48 hours in advance of the scheduled pickup or delivery time to qualify for a full refund. Cancellations made less than 48 hours in advance but more than 24 hours in advance may be eligible for a 50% refund. Cancellations made within 24 hours of the scheduled time are non-refundable, as ingredients will have already been purchased and preparation may have begun.

10. Chargebacks and Payment Disputes

We encourage all customers to contact us directly before initiating a chargeback with their bank or credit card provider. In many cases, we can resolve the issue faster and more effectively through direct communication than through a formal chargeback process.

If you initiate a chargeback without first contacting us, we reserve the right to contest the dispute with your financial institution and provide all relevant order information, communications, and documentation to support our position. Customers who initiate fraudulent or unjustified chargebacks may be restricted from placing future orders with Pizza Factory.

Under the Fair Credit Billing Act (FCBA) and applicable FTC guidelines, consumers in the United States have rights regarding disputed credit card charges. We fully respect those rights while also maintaining our ability to respond to and contest disputes we believe to be unwarranted.

11. Dispute Resolution Process

If you are unsatisfied with the resolution provided by our customer support team, you have the following options to escalate your concern:

1. Escalation Request: Reply to your original support email or contact us again referencing your case number, and request that your complaint be reviewed by a senior member of our team or management.
2. Written Complaint: Submit a formal written complaint to our business email at [email protected] with the subject line "Formal Refund Dispute." We will acknowledge receipt within 2 business days and provide a final written decision within 5 business days.
3. Third-Party Mediation: If an agreement cannot be reached through our internal process, both parties may agree to use a neutral third-party mediator to resolve the dispute. Mediation costs will be shared equally unless otherwise agreed.
4. Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General's office if you believe your consumer rights have been violated.
5. Legal Action: Nothing in this policy limits your right to pursue legal remedies available under United States federal or state law. Any legal disputes shall be governed by the laws of the United States and the state in which Pizza Factory operates.

12. Special Circumstances

We recognize that extraordinary situations may arise that fall outside the standard parameters of this policy. In cases of documented health concerns, serious food safety issues, or exceptional circumstances, we will review each situation individually and work to provide a fair resolution. Please do not hesitate to contact us in such situations — your health and safety are our top priority.

If you believe you experienced a food safety issue, you may also report it to your local health department or the U.S. Food and Drug Administration (FDA) in addition to contacting us directly.

13. Policy Updates

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

14. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the information below: