Refund Policy

Effective Date: March 25, 2026  |  Last Updated: March 25, 2026

1. Introduction

This Refund Policy applies to all purchases made through our website (deweyspizza.rest), by phone, or in-person at any Dewey's Pizza location. By placing an order with us, you acknowledge and agree to the terms described in this policy.

Dewey's Pizza is committed to resolving any order-related concerns in a fair, timely, and transparent manner. We encourage all customers to contact us as soon as possible if there is an issue with their order so that we can make it right.

For any questions regarding this policy, please contact us directly at [email protected] or visit deweyspizza.rest.

2. Eligibility Conditions for Refunds

We want every customer to have an exceptional experience with Dewey's Pizza. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (wrong pizza size, toppings, crust type, or items missing from your order).
• Food Quality Issues: The food received was undercooked, overcooked, stale, or otherwise not prepared to an acceptable standard of quality.
• Food Safety Concerns: A foreign object was found in the food, or the food appeared to be contaminated or unsafe for consumption.
• Non-Delivery: Your delivery order was never received, and tracking or confirmation cannot verify delivery to your address.
• Significant Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unacceptable in quality or temperature.
• Duplicate Charges: You were charged more than once for the same order due to a billing or technical error.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction caused by incorrect allergen information provided at the time of ordering.

Refund eligibility is determined on a case-by-case basis. Dewey's Pizza reserves the right to request photographic evidence or other documentation to verify the claim before processing a refund.

3. Non-Refundable Items and Situations

The following items and situations are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't enjoy the flavor") where the order was prepared correctly as specified.
• Orders placed with incorrect delivery addresses provided by the customer.
• Promotional or discounted items that are clearly marked as non-refundable at the time of purchase.
• Gift cards, digital credits, or loyalty reward points once redeemed.
• Delivery fees, service fees, and third-party platform fees (where applicable) when the food itself has been delivered successfully.
• Orders where the customer failed to pick up a ready-for-pickup order within the designated time window without prior notice.
• Requests submitted more than 24 hours after the original order delivery or pickup time (unless exceptional circumstances apply).

4. Timeframes for Refund Requests

To ensure that we can investigate and resolve your concern effectively, refund requests must be submitted within the following timeframes:

We strongly encourage customers to report issues as soon as they are discovered. Requests submitted outside these timeframes may be considered at our discretion, but we cannot guarantee resolution.

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

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

1. Step 1 — Gather Your Order Information
   Locate your order confirmation number, the date and time of your order, the items you ordered, and the payment method used. If you have photos of the issue (e.g., incorrect item, food quality problem), please have those ready.
2. Step 2 — Contact Dewey's Pizza
   Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: deweyspizza.rest (use the contact or support form)
3. Step 3 — Describe the Issue Clearly
   In your message, include: your full name, order number, order date and time, a clear description of the problem, and any photos or supporting evidence. The more detail you provide, the faster we can resolve your request.
4. Step 4 — Receive a Confirmation
   Once your request is received, you will receive a confirmation acknowledgment via email within 1 business day. Our team will begin reviewing your case promptly.
5. Step 5 — Review and Resolution
   Our team will review your claim and may follow up with additional questions. You will be notified of our decision and any applicable refund, credit, or resolution within the timeframe stated in Section 7 of this policy.

6. Refund Processing Times by Payment Method

Once a refund is approved, the processing time will vary depending on the original payment method used:

Please note that while we process refunds on our end promptly, the time it takes for the funds to appear in your account may depend on your financial institution or card issuer. Dewey's Pizza is not responsible for any delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• A minor quality issue was identified that did not affect the entire order.
• A delivery was late, but the food was still in acceptable condition upon arrival.
• A discount, coupon, or promotional credit was applied to the original order — refunds will be calculated based on the actual amount paid.
• A portion of the order was consumed before the complaint was raised.

The amount of any partial refund will be assessed fairly based on the nature and extent of the issue. Our team will communicate the proposed partial refund amount clearly, and you will have the opportunity to accept or contest the decision.

8. Exchange Policy

In lieu of a monetary refund, Dewey's Pizza may offer to replace or exchange the incorrect or unsatisfactory item(s) under the following conditions:

• The issue is reported promptly within the timeframes described in Section 4.
• Replacement is feasible based on the current availability of ingredients and operational capacity.
• The customer is willing to accept a replacement order as a resolution.

Exchanges are only available for delivery and pickup orders placed directly through Dewey's Pizza. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) must be resolved through the respective platform's policies.

If a replacement order is offered and accepted, we will prioritize its preparation and delivery at no additional charge to the customer. Replacement orders are not eligible for further refunds unless the replacement order also contains a verifiable defect or error.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us immediately by email at [email protected] or through our website.
• Cancellation After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered at our discretion.
• Cancellation After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. A refund may be considered only if the order is not received or arrives in an unacceptable condition.

9.2 Catering and Large Group Orders

For catering orders or large group orders (defined as orders over $150 or those placed with advance notice), the following cancellation terms apply:

• Cancellation 48+ hours in advance: Full refund issued.
• Cancellation 24–47 hours in advance: 50% refund or full store credit issued.
• Cancellation less than 24 hours in advance: No refund will be issued due to the perishable nature of food products and pre-committed preparation resources. Store credit may be offered at our discretion.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza provides the following dispute resolution process in accordance with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (15 U.S.C. § 45).

10.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the resolution offered, you may escalate your concern by:

1. Sending a written escalation request to [email protected] with the subject line: "Refund Dispute Escalation — [Your Order Number]".
2. Providing a detailed explanation of why you believe the initial decision was incorrect, along with any additional supporting evidence.
3. Our management team will review the escalated dispute and respond within 5 business days.

10.2 Chargeback and Payment Disputes

You have the right to contact your credit card issuer or bank to initiate a chargeback if you believe an unauthorized or erroneous charge has been made. However, we encourage customers to contact us directly before initiating a chargeback, as we are often able to resolve disputes more quickly than through the chargeback process.

Abuse of chargeback processes for orders that were correctly fulfilled may result in the suspension of your account and could constitute fraud under applicable law.

10.3 External Regulatory Bodies

Customers who feel their consumer rights have been violated may also file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices.
• Your State Attorney General's Office — for state-level consumer protection concerns.
• Better Business Bureau (BBB): www.bbb.org — for business dispute mediation.

11. Consumer Rights Under Applicable Law

Customers in the United States are protected by various federal and state consumer protection statutes. Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law, including but not limited to:

• Federal Trade Commission Act (15 U.S.C. § 45): Protects consumers against unfair or deceptive acts and practices in commerce.
• State consumer protection statutes applicable in the state in which you reside or where the transaction took place.
• California Consumers: If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) relating to your personal data provided during the ordering process.

12. Modifications 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 deweyspizza.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have a question about a refund, need to submit a refund request, or wish to escalate a dispute, please reach out to us using the contact details below. Our customer support team is ready to assist you.

When contacting us, please include your order number, the date of your order, a description of the issue, and any relevant photos or documentation. This will help us process your request as quickly as possible.

Our customer support team is available during standard business hours. We aim to respond to all refund-related inquiries within 1 business day.