Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Overview

At Pequod's Pizza, we are committed to delivering the highest quality food and an exceptional customer experience with every order. We understand that sometimes issues arise, and we want to ensure that our customers are treated fairly and with respect. This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations may be requested and processed.

By placing an order through our website fresh-pequods.click or any affiliated ordering platform, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state laws.

Our contact information for all refund-related inquiries is:

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Pequod's Pizza order. A refund may be requested and will be considered under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, missing items).
• Food Quality Issues: The food received was of unsatisfactory quality, including being undercooked, overcooked, spoiled, or otherwise unfit for consumption upon arrival.
• Missing Items: Items you paid for were not included in your delivery or pickup order.
• Delivery Failure: Your order was never delivered and cannot be confirmed as delivered by our records or the delivery provider.
• Significant Delay: Your order arrived significantly later than the quoted delivery time, and the food was no longer suitable for consumption as a result.
• Duplicate Charge: Your payment method was charged more than once for a single order due to a technical error on our platform.
• Order Canceled by Pequod's Pizza: In the event that we are unable to fulfill your order due to operational issues, ingredient unavailability, or other circumstances on our end, a full refund will be issued automatically.

To be eligible for a refund, the issue must be reported within the applicable timeframe detailed in Section 3 of this policy. Refund requests made outside of the stated timeframe may not be honored at our discretion.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

We strongly encourage customers to contact us as soon as possible after identifying an issue. Requests submitted after the deadlines listed above may be reviewed on a case-by-case basis, but Pequod's Pizza reserves the right to decline late refund requests.

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 a customer changes their mind about an order after it has entered preparation.
• Customized Orders: Orders with specific customizations (e.g., special dietary requests, added toppings) that were fulfilled exactly as requested are generally non-refundable unless a quality issue is present.
• Consumed Food: If the majority of the food has been consumed, we may not be able to issue a full refund. Partial refunds may apply at our discretion.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered or was canceled by Pequod's Pizza.
• Promotional or Discounted Items: Items purchased using discount codes or promotional offers may have limited refund eligibility. Details will be specified at the time of the promotion.
• Gift Cards and Store Credits: Gift card purchases are non-refundable and cannot be redeemed for cash unless required by applicable state law.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those respective platforms. Pequod's Pizza is not responsible for processing refunds for such orders.

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

To request a refund from Pequod's Pizza, please follow the steps outlined below:

1. Step 1 — Contact Us Promptly: As soon as you identify an issue with your order, contact our customer support team via email at [email protected] or through our website at fresh-pequods.click.
2. Step 2 — Provide Order Information: Include the following details in your refund request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Delivery or pickup address
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence (If Applicable): For quality-related issues, we may ask you to submit photographs of the food received. This helps us investigate the issue more effectively and improve our quality standards.
4. Step 4 — Review Process: Our customer support team will review your request within 1–3 business days. We may contact you for additional information if necessary.
5. Step 5 — Resolution Notification: Once a decision has been made, we will notify you via email with the outcome of your refund request, including the amount approved (if any) and the method by which it will be returned.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed using the method described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly upon approval, processing times may vary depending on your financial institution. Pequod's Pizza is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only some items in an order were incorrect, missing, or of unsatisfactory quality, while the rest of the order was satisfactory.
• A portion of the food was consumed before the quality issue was discovered.
• The delivery was significantly delayed but the food was still partially acceptable upon arrival.
• A customer received a substitute ingredient due to an item being temporarily unavailable, and the substitution was not fully satisfactory.

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue reported. We aim to reach a fair and reasonable resolution in all cases.

8. Exchange Policy

Due to the nature of freshly prepared food products, we are generally unable to offer direct item-for-item exchanges. However, in cases where an incorrect item was delivered or prepared, we will offer the following remedies at our discretion:

• Replacement Order: Where operationally feasible (e.g., the issue is reported promptly and the location is still open), we may prepare and send a replacement order at no additional charge.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected items. Store credits can be applied to future orders placed through our website.
• Partial Refund + Credit: In some cases, we may offer a combination of a partial monetary refund and additional store credit as a goodwill gesture.

All exchange resolutions are offered at the discretion of Pequod's Pizza and are contingent upon the availability of our team and operational capacity at the time of the request.

9. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure timely delivery or pickup. As a result, our cancellation window is limited.

9.1 Customer-Initiated Cancellations

• Within 5 Minutes of Ordering: If you contact us within 5 minutes of placing your order and preparation has not yet begun, we will cancel your order and issue a full refund.
• After 5 Minutes (Before Delivery/Pickup): Once preparation has begun, cancellations may not be accepted. However, we will review requests on a case-by-case basis. If a cancellation is approved at this stage, a partial refund or store credit may be issued.
• After Delivery or Pickup: Orders cannot be canceled after they have been delivered or picked up.

9.2 Cancellations by Pequod's Pizza

We reserve the right to cancel any order at our discretion. Reasons may include, but are not limited to:

• Inability to fulfill the order due to ingredient shortages
• Operational limitations or technical issues
• Suspected fraudulent transactions
• Inability to confirm delivery address or customer information

In the event of a company-initiated cancellation, a full refund will be issued to the original payment method within the applicable timeframe described in Section 6.

10. Dispute Resolution Process

We are committed to resolving all refund and order disputes in a fair and efficient manner. If you are not satisfied with the resolution provided by our customer support team, you may escalate the matter as follows:

10.1 Internal Escalation

Submit a written complaint to our management team via email at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include all relevant documentation, previous correspondence, and a clear explanation of why you believe the initial resolution was inadequate. Our management team will respond within 5 business days.

10.2 Credit Card Chargebacks

If you believe you have been charged incorrectly and we have been unable to resolve the issue to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback. We encourage you to attempt to resolve disputes directly with us before initiating a chargeback, as we aim to provide fair resolutions in all cases.

10.3 Consumer Protection Agencies

Customers in the United States may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact their state's consumer protection office if they believe their consumer rights have been violated.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States, including applicable federal consumer protection regulations under the FTC Act. Any legal disputes arising from this policy that cannot be resolved informally may be subject to binding arbitration or litigation in a court of competent jurisdiction within the United States, as applicable.

11. Policy Updates

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at fresh-pequods.click with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our website and services after any changes constitutes your acceptance of the updated policy.

12. Contact Us

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact our customer support team. We are here to help and want to ensure your experience with Pequod's Pizza is nothing short of excellent.