Refund Policy

At Dewey's Pizza, we are committed to delivering a satisfying experience with every order. We understand that issues may occasionally arise, and we want to make sure our customers are treated fairly. This Refund Policy explains your rights, our obligations, and the procedures we follow when handling refund requests, cancellations, and order disputes.

By placing an order through our website at deweysdelivery.rest or by contacting us directly, you agree to the terms outlined in this Refund Policy. Please read this document carefully before completing any purchase.

1. Our Commitment to Customer Satisfaction

Dewey's Pizza takes pride in providing high-quality food and reliable delivery service. Our team works hard to ensure every pizza, side dish, and beverage meets our standards before it leaves our kitchen. However, we acknowledge that mistakes can happen — whether it is an incorrect order, a quality concern, or a delivery issue — and we are here to make it right.

Our refund and exchange policies are designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including standards set by the Federal Trade Commission (FTC) Act. If you are a California-based customer, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer statutes.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• ✔ You received an incorrect item that does not match what you ordered.
• ✔ Your food arrived in an unsatisfactory condition (e.g., burnt, raw, or otherwise inedible).
• ✔ Your order was missing one or more items that you paid for.
• ✔ Your delivery was significantly delayed beyond the estimated delivery time due to our error.
• ✔ You were charged an incorrect amount or charged more than once for the same order.
• ✔ Your order was never delivered and no satisfactory resolution was provided.
• ✔ A technical error on our website or ordering platform resulted in an unintended or duplicate charge.

All refund requests are subject to review and verification. Dewey's Pizza reserves the right to request supporting documentation, such as photographs of the food received, before processing a refund.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, we ask that all refund requests be submitted within the timeframes listed below:

4. Non-Refundable Items and Services

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

• Orders that have been consumed or substantially consumed before a complaint is raised.
• Customized orders where you provided specific instructions that we fulfilled correctly.
• Orders where the customer provided an incorrect delivery address.
• Refund requests submitted outside of the applicable timeframes listed in Section 3.
• Dissatisfaction based solely on personal taste preferences, where the food was prepared correctly as ordered.
• Promotional items, complimentary additions, or items provided at no charge.
• Delivery fees, where the delivery was successfully completed.
• Tips and gratuities added at the time of checkout.
• Orders affected by circumstances beyond our control, such as extreme weather events or natural disasters causing delivery delays.

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

Follow the steps below to submit a refund request with Dewey's Pizza:

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before the issue was reported.
• A complimentary replacement was offered and accepted for part of the order, but a refund is still being requested for a separate item.
• The issue reported affects only one item in a multi-item order.

The refund amount for partial refunds will be calculated based on the pro-rated value of the affected items, minus any applicable fees that are non-refundable as described in Section 4.

8. Exchange Policy

If you received an incorrect item or a food product that does not meet quality expectations, Dewey's Pizza may offer a replacement or exchange as an alternative to a monetary refund, depending on availability and circumstances.

To request an exchange:

• Contact us within 1 hour of receiving the original order.
• Exchanges are subject to availability and operational hours.
• We reserve the right to offer a replacement of the same or equivalent item rather than an exchange for a different menu item.
• If an exchange cannot be fulfilled due to operational constraints, a full or partial refund will be offered instead.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully, as our ability to cancel an order depends on how quickly you act:

9.1 Orders Placed Online

• Within 5 minutes of placing the order: You may cancel your order for a full refund, provided the kitchen has not yet started preparing your food. Please call us immediately or use the cancellation option on the website if available.
• After 5 minutes or once preparation has begun: Cancellations are generally not accepted. If the order has already entered preparation, a refund will not be issued for the food cost. Delivery fees may be refunded at our discretion if the driver has not yet been dispatched.

9.2 Scheduled or Advance Orders

If you have placed an advance or scheduled order, you may cancel it with a full refund up to 1 hour before the scheduled delivery or pickup time. Cancellations made within 1 hour of the scheduled time may not be eligible for a full refund.

9.3 Cancellations by Dewey's Pizza

We reserve the right to cancel an order in the event of ingredient unavailability, operational issues, extreme weather, or circumstances beyond our reasonable control. In the event we cancel your order, you will receive a full refund of any amount paid, processed within the timeframes listed in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request, or if you believe a charge was made in error, Dewey's Pizza encourages you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

As a first step, please contact our customer support team directly at [email protected] and request that your case be escalated to a supervisor or manager. Provide your original refund request reference number, a clear summary of your concern, and any additional supporting information. We will aim to review escalated cases within 3 business days.

10.2 Chargeback through Your Bank or Card Issuer

If you are unable to resolve the issue through our internal process, you have the right to contact your bank, credit card issuer, or payment provider to file a formal dispute or chargeback. Under U.S. consumer protection laws, including the Fair Credit Billing Act (FCBA), consumers have the right to dispute unauthorized or incorrect charges with their card issuer.

Please note that filing a chargeback does not exempt you from our terms or waive our right to contest a dispute if we believe the original refund decision was correct and well-documented.

10.3 Federal and State Consumer Protection Resources

United States consumers who believe their consumer rights have been violated may also seek assistance from the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — file a complaint regarding unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for issues related to payment processing or billing errors.
• Your State Attorney General's Office: Most U.S. states provide consumer complaint resources through the state Attorney General's office.
• California Residents: If you are located in California, you may also have additional protections and remedies under the California Consumer Protection Act and may contact the California Department of Consumer Affairs at www.dca.ca.gov.

11. Fraud Prevention

Dewey's Pizza maintains a strict policy against fraudulent refund claims. We reserve the right to refuse refunds to customers who demonstrate a pattern of abuse, submit false claims, or attempt to misuse our refund process. Any suspected fraud will be documented, and we reserve the right to take appropriate legal action where necessary.

12. Amendments to This Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at deweysdelivery.rest with a revised effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with a previous order, please do not hesitate to contact our customer support team using the information below:

Our customer support team is available to assist you and will make every effort to respond to your inquiry promptly and professionally. We value your business and are dedicated to ensuring that every interaction with Dewey's Pizza leaves you satisfied.