Refund Policy

At Pizza Factory, customer satisfaction is our top priority. We understand that issues can arise with food orders, and we are committed to resolving them fairly, promptly, and transparently. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all orders placed through our website pizzafactory-eat.digital, over the phone, or in person at our establishment. By placing an order with Pizza Factory, you agree to the terms outlined in this policy. This policy is designed to be fair to both our customers and our business while complying with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

We reserve the right to update this policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

Pizza Factory will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong pizza toppings, wrong size, wrong items entirely).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Food Safety Concerns: You discovered a foreign object in your food or experienced a documented food safety issue directly linked to our products.
• Significant Delay: Your delivery was delayed significantly beyond the estimated delivery time without prior notice, resulting in a materially degraded product.
• Non-Delivery: Your order was never delivered and cannot be verified as delivered by our system or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refunds are evaluated on a case-by-case basis. Pizza Factory reserves the right to request supporting evidence such as photographs, order confirmation numbers, or written descriptions before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

4. Non-Refundable Items and Services

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

• Orders where the customer changed their mind after the food has been prepared.
• Custom or specialty orders with specific modifications requested by the customer, unless there is a quality defect or the modifications were not followed.
• Delivery fees and service charges, unless the issue was caused by a failure on our part (e.g., non-delivery).
• Tips paid to delivery personnel.
• Promotional or complimentary items provided at no cost.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery or delayed delivery.
• Dissatisfaction based purely on personal taste preferences, provided the food was prepared as ordered and meets quality standards.
• Refund requests made after the applicable timeframes described in Section 3.

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

Follow the steps below to submit a refund request with Pizza Factory:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes 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. Circumstances that may result in a partial refund include:

• Only a portion of your order was affected (e.g., one item out of a multi-item order was incorrect or missing).
• The food quality issue affected only part of the order.
• An order was partially consumed before the issue was identified.
• A discount, coupon, or promotional offer was applied to the original order; the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees may be partially or fully refunded depending on the nature and extent of the issue.

The amount of a partial refund will be determined by Pizza Factory based on a fair assessment of the specific circumstances. We will communicate the refund amount to you before processing.

8. Exchange Policy

Pizza Factory does not typically offer direct item-for-item exchanges due to the perishable nature of food products. However, in cases where an incorrect or defective item was delivered, we may offer the following alternatives at our discretion:

• Re-order at No Additional Charge: We will prepare and deliver the correct item(s) to you at no extra cost, subject to availability and feasibility based on your location and order timing.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied toward your next order on pizzafactory-eat.digital.
• Monetary Refund: If re-delivery or store credit is not feasible or preferred, a monetary refund will be issued.

Replacement orders are subject to the same preparation and delivery times as standard orders. Pizza Factory will not be held responsible for delays caused by high order volumes or unforeseen circumstances during replacement order processing.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms below:

9.1 Online and Phone Orders

Orders may be cancelled within 5 minutes of being placed, provided the order has not yet entered the preparation stage. To cancel an order, contact us immediately via:

• Email: [email protected]

9.2 Orders Already in Preparation

Once an order has entered the preparation stage, cancellation is generally not possible. In exceptional circumstances, we may offer a partial refund or store credit at our discretion, but we are not obligated to do so once preparation has commenced.

9.3 Orders Out for Delivery

Orders that are already out for delivery cannot be cancelled. If you do not accept delivery, the order will be considered fulfilled and no refund will be issued unless the food does not meet the quality standards described in Section 2.

9.4 Catering and Large Group Orders

For catering orders or large group orders (typically 10+ people or orders exceeding $150), a separate cancellation policy applies:

• Cancellations made 48 hours or more before the scheduled time: Full refund.
• Cancellations made 24–48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Factory encourages the following dispute resolution steps:

10.1 Internal Escalation

Request that your case be escalated to a senior member of our customer service team. You may do this by emailing [email protected] with the subject line "Escalation Request – [Your Order Number]". We will review escalated cases within 5 business days and provide a final resolution.

10.2 Chargeback Rights

If you believe you have been charged incorrectly and we are unable to resolve the matter, you have the right to contact your bank or credit card issuer to initiate a chargeback process. We encourage customers to attempt resolution with us first, as chargebacks can take significantly longer to process.

10.3 Consumer Protection Agencies

Customers in the United States may also contact the following bodies for guidance:

• Federal Trade Commission (FTC): www.ftc.gov — for reporting unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing and payment disputes.
• Your State Attorney General's Office: For state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for filing a business complaint.

10.4 Informal Mediation

For disputes that cannot be resolved through the above steps, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action. Mediation requests should be submitted in writing to our email address provided below.

11. Fraudulent Refund Claims

Pizza Factory takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or fraudulent refund requests may be subject to the following:

• Denial of current and future refund requests.
• Suspension or permanent termination of their account and ordering privileges.
• Reporting to appropriate law enforcement or consumer protection authorities where applicable.

We use order tracking systems, delivery confirmation records, and other internal tools to verify the validity of all refund claims.

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. For California residents, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and California's consumer protection statutes. For residents of other states, applicable state consumer protection laws will govern where applicable.

Nothing in this policy is intended to limit your statutory rights as a consumer under applicable federal or state law.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the details below. We are committed to responding promptly and resolving your concern as quickly as possible.

This Refund Policy was last updated on June 21, 2026. Pizza Factory reserves the right to modify this policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. If you have any questions about this policy, please do not hesitate to contact us at [email protected].