Refund Policy

At Pequod's Pizza, customer satisfaction is at the heart of everything we do. We take pride in delivering fresh, high-quality pizza and food products to our valued customers. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and dispute resolutions are handled. Please read this document carefully before placing an order through our website, pequodsdelivery.click. By placing an order with us, you agree to be bound by the terms set forth in this policy.

1. General Overview

Because we deal in perishable food products, our refund policy is necessarily different from policies you may encounter with non-food retail businesses. The nature of fresh, made-to-order food means that we are unable to accept returns of delivered or picked-up food items in the traditional sense. However, we are fully committed to making things right when something goes wrong with your order. Whether your order arrived incorrectly, was damaged in transit, or did not meet reasonable quality standards, we will work with you to reach a fair resolution promptly and professionally.

This policy applies to all orders placed through pequodsdelivery.click, including delivery orders, takeout orders placed online, and any catering or bulk orders facilitated through our website. For inquiries, you may contact us directly at [email protected].

2. Eligibility Conditions for Refunds

Not every situation will automatically qualify for a refund. We evaluate each case individually and fairly. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong pizza type, wrong toppings, wrong size, or missing items).
• Poor Food Quality: The food delivered was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery.
• Damaged Items: Your order arrived in a condition that made it unfit for consumption due to damage during delivery.
• Non-Delivery: Your order was marked as delivered but was not received by you, and you can reasonably demonstrate non-receipt.
• Significant Delay: Your order arrived substantially later than the estimated delivery time communicated at checkout, resulting in food that was cold, stale, or otherwise unacceptable.
• Duplicate Charges: You were charged more than once for a single order due to a technical or processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and that is confirmed to be linked to our platform.

To be eligible for a refund, you must contact us within the timeframe specified in Section 3 below. Failure to report an issue within the stated window may disqualify your request.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may be declined at our sole discretion. We strongly encourage customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable categories carefully:

• Change of Mind: Refunds are not issued because you changed your mind after an order has been prepared or dispatched.
• Correctly Fulfilled Orders: If your order was prepared and delivered exactly as specified, it is not eligible for a refund solely based on personal taste preferences.
• Customer Error: If you placed an order with incorrect customization (wrong toppings, wrong size, wrong address), and the order was fulfilled as entered, we are unable to issue a full refund. Partial accommodations may be considered at our discretion.
• Delivery Fees: Delivery fees are generally non-refundable once a delivery has been dispatched, unless the order was never delivered.
• Tips and Gratuities: Any tips added at checkout are non-refundable as they are directed to delivery personnel.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discounts may have limited refund eligibility.
• Gift Cards and Store Credit: Once issued, gift cards and store credits are non-refundable and cannot be exchanged for cash.

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

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

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the email address used to place the order, a description of the issue, and, if applicable, photographs of the incorrect or damaged food items.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected]. Include your order number, the nature of your issue, and any supporting photos or documentation in your initial message. This helps us process your request faster.
3. Step 3 — Review Period: Our team will acknowledge receipt of your request within 1 business day. We will review all submitted information, cross-reference it with our order records, and may reach out for additional details if needed.
4. Step 4 — Resolution Decision: Within 3–5 business days of your initial contact, we will communicate our decision regarding your refund request. We will clearly explain whether a full refund, partial refund, store credit, or replacement is being offered.
5. Step 5 — Refund Processing: If approved, your refund will be processed according to the timelines outlined in Section 6 below. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method. Please refer to the table below:

Please note that while we initiate the refund promptly upon approval, the time it takes to appear in your account is governed by your bank or payment processor and may vary. We are not responsible for delays caused by financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly.
• The food quality issue affected only part of your order.
• A discount or promotional adjustment was already applied that partially compensated for an issue.
• A delivery delay significantly impacted only a subset of the items ordered (e.g., hot items that cooled down while cold items remained acceptable).
• You partially consumed the order before discovering or reporting the issue.

In all partial refund cases, our team will calculate the appropriate refund amount based on the value of the affected items, minus any delivery fees or discounts already applied. We will communicate the exact amount and reasoning to you clearly before processing.

8. Exchange Policy

Because our products are fresh, made-to-order food items, traditional item exchanges (i.e., returning an item in exchange for a different one) are not operationally feasible in most circumstances. However, we do offer the following accommodations where appropriate:

• Replacement Orders: If your order was significantly incorrect or of unacceptable quality, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: As an alternative to a monetary refund, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Complimentary Items: In minor cases of inconvenience, we may offer complimentary items on a future order as a goodwill gesture.

Exchange accommodations are offered at the discretion of Pequod's Pizza management and are subject to the same eligibility conditions described in this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while reflecting the operational realities of a food preparation and delivery business.

9.1 Cancellation Before Order Preparation Begins

If you contact us to cancel your order before it has entered the preparation stage, you are entitled to a full refund of the order total, including any delivery fees paid. To cancel before preparation, you must contact us immediately after placing the order at [email protected] or by any other contact method listed on our website.

9.2 Cancellation After Order Preparation Has Begun

Once your order has entered the preparation phase, cancellation may not be possible, or may result in only a partial refund. In such cases, we will refund any items that had not yet been prepared, but we are unable to refund the cost of food that has already been made.

9.3 Cancellation After Dispatch

Once your order has been dispatched for delivery, cancellations are generally not accepted, and no refund will be issued. If you are unavailable to receive your delivery and the order cannot be completed, please refer to our contact information to discuss options on a case-by-case basis.

9.4 Catering and Bulk Order Cancellations

For catering or large group orders, cancellations must be made at least 48 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made within 48 hours of the order time may be subject to a cancellation fee of up to 50% of the order total to cover ingredient and preparation costs already incurred.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. In the event that you are dissatisfied with the outcome of a refund request, the following dispute resolution process applies:

10.1 Internal Review

If you believe your refund request was wrongly denied or insufficiently resolved, you may request an internal review by sending a written explanation to [email protected] with the subject line "Refund Dispute — [Your Order Number]." A senior member of our customer service team will review the case within 5–7 business days and provide a final internal determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank if you believe a charge was unauthorized or that goods or services paid for were not received as described. We respect your rights under the Fair Credit Billing Act (FCBA) and applicable payment network rules. However, we kindly request that you contact us first and allow us the opportunity to resolve the matter before initiating a chargeback, as we are often able to resolve issues more quickly than the formal chargeback process.

10.3 Consumer Protection Rights

Customers in the United States are protected by various federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive practices in commerce. If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state attorney general's office.

10.4 Informal Mediation

In the event that an internal resolution cannot be reached, both parties agree to first attempt resolution through good-faith informal negotiation before pursuing any formal legal action. Parties may agree to use a neutral third-party mediator to facilitate this process.

10.5 Governing Law and Jurisdiction

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which Pequod's Pizza operates. Any legal proceedings shall be brought in the appropriate courts of jurisdiction.

11. Special Circumstances

We recognize that unexpected situations may arise that fall outside the standard scope of this policy. The following special circumstances are handled as follows:

• Allergic Reactions: If you believe you experienced an allergic reaction due to incorrect ingredient information or preparation error, please contact us immediately and seek medical attention first. We take food safety and allergen concerns extremely seriously and will conduct a thorough internal review of any such incident.
• Weather and Natural Events: In cases of severe weather, natural disasters, or other force majeure events that impact delivery, we will do our best to offer store credit or rescheduling options but cannot guarantee full refunds for delays or non-deliveries caused by circumstances entirely beyond our control.
• Technical Errors on Our Platform: If a technical error on our website resulted in an incorrect charge, duplicate order, or order failure, we will issue a full refund promptly upon verification of the technical issue.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy. For significant changes, we may also notify customers via email.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service matters, please reach out to us through the following channels. We aim to respond to all inquiries within 1 business day during regular business hours.

When contacting us, please include the following information to help us assist you efficiently:

• Your full name
• Order confirmation number
• Email address associated with your order
• Date and time of the order
• A clear description of the issue
• Photographs or supporting documentation, if applicable

This Refund Policy was last updated on July 17, 2026. For the most current version of this policy, please visit pequodsdelivery.click.