Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Overview

This Refund Policy applies to all purchases made through deweyspizza.world, by phone, or in person at any Dewey's Pizza location. Because we deal in perishable food products, our refund policy is designed to be fair, transparent, and responsive while accounting for the nature of freshly prepared meals.

By placing an order with Dewey's Pizza, you acknowledge and agree to the terms outlined in this policy. We encourage you to review this document before completing any purchase.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that do not match what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Foreign Objects: Your food contained a foreign object or substance that should not have been present.
• Delivery Failure: Your delivery order never arrived and was not returned to the store within a reasonable time frame.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order was delivered significantly later than the estimated time quoted, causing the food to be unacceptable in temperature or condition.

Refunds are evaluated on a case-by-case basis. Dewey's Pizza reserves the right to determine eligibility at its sole discretion, consistent with applicable consumer protection standards under the Federal Trade Commission (FTC) Act.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may be denied. However, we encourage you to contact us regardless, and we will do our best to find a reasonable solution.

4. Non-Refundable Items and Services

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

• Delivery fees — once a delivery attempt has been made, delivery fees are non-refundable unless the delivery was entirely failed due to our error.
• Service charges or platform fees — any third-party processing or platform fees are non-refundable.
• Customized or specialty orders — items prepared with specific custom modifications at your explicit request are generally not eligible for refund unless they contain a quality defect.
• Promotional or discounted items — items purchased under a special promotional price may only be refunded at the promotional price paid.
• Gift cards and digital vouchers — these are non-refundable once purchased and delivered.
• Partially consumed food — if more than 25% of a food item has been consumed, refunds will not typically be issued for that item unless a quality defect is clearly identified.
• Orders placed through third-party apps — if your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to that platform per their respective policies.

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

Requesting a refund from Dewey's Pizza is simple. Please follow these steps to ensure your request is handled as quickly as possible:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue
   • Photos of the item(s) in question (if applicable and available)
2. Contact Us: Reach out through one of the following channels:
   • Email: [email protected]
   • Website: deweyspizza.world
3. Submit Your Request: Clearly state that you are requesting a refund, describe the problem in detail, and attach any supporting photos or documentation.
4. Receive Confirmation: Our customer service team will send you an acknowledgment of your refund request within 1 business day.
5. Review and Decision: Our team will review your case and notify you of our decision within 3–5 business days. We may contact you for additional information if needed.
6. Refund Issued: If approved, your refund will be processed according to the timeframes outlined in Section 6 of this policy.

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 payment method:

Please note that while we process refunds promptly on our end, the actual posting of funds may be subject to your bank's or financial institution's processing timelines, which are outside of our control.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing while the rest was satisfactory.
• A food item was partially consumed before the quality issue was identified.
• The issue reported is minor in nature and does not warrant a full order refund (e.g., a small amount of incorrect toppings on one slice of a multi-slice order).
• A discount or promotional offer was applied to the order, and only a specific item qualifies for the refund.
• Delivery was significantly delayed but the food was ultimately received and is otherwise acceptable.

The amount of a partial refund will be calculated based on the value of the affected item(s) and the nature of the complaint. Dewey's Pizza will communicate the partial refund amount to you and provide a rationale before processing.

8. Exchange Policy

In many cases, rather than a monetary refund, Dewey's Pizza may offer to replace your order or a specific item at no additional charge. This is often the fastest way to resolve a complaint, especially for dine-in or pickup orders.

Replacement options include:

• Full order replacement: If your entire order was incorrect, severely delayed, or of unacceptable quality, we will remake and deliver or prepare a fresh order at no cost to you.
• Single item replacement: If only one item was affected, we can replace that specific item.
• Store credit: Instead of a cash refund, we may offer store credit equivalent to the value of the refunded item(s), valid for future use at Dewey's Pizza.

Exchanges must be requested within the same reporting timeframes as refund requests (see Section 3). We cannot guarantee replacements for orders placed through third-party delivery platforms.

9. Cancellation Policy

We understand that plans change. However, because our food is made fresh to order, cancellations are subject to the following conditions:

9.1 Cancellations Before Preparation Begins

If you cancel your order within 5 minutes of placing it and before preparation has begun, you are entitled to a full refund. Please contact us immediately by phone or email to request a cancellation before the kitchen begins preparing your items.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, we are unable to offer a full refund. In this case:

• You may be offered a store credit equivalent to the value of your order.
• A partial refund may be issued at the discretion of our management team depending on how far along the order preparation is.
• Delivery fees, if applicable, are non-refundable once preparation has started.

9.3 Cancellations for Catering or Large Group Orders

For catering orders or large group orders (typically 10 or more pizzas or equivalent):

• Cancellations made 48 hours or more before the scheduled pickup or delivery time are eligible for a full refund.
• Cancellations made 24–48 hours in advance are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the event may not be eligible for any refund due to the cost of ingredients and preparation already invested.

10. Dispute Resolution Process

If you are dissatisfied with our refund decision, we encourage you to escalate the matter through the following process:

Step 1: Internal Escalation

Contact our customer service team at [email protected] and request that your case be reviewed by a senior manager. Please reference your original complaint or ticket number. We commit to responding to escalated disputes within 5 business days.

Step 2: Written Formal Complaint

If the issue remains unresolved after escalation, you may submit a formal written complaint to our headquarters. Please include all relevant documentation, photos, order records, and correspondence history. We will provide a formal written response within 10 business days.

Step 3: Consumer Protection Resources

If you believe your consumer rights have been violated, you have the right to file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov — for unfair or deceptive trade practices under the FTC Act.
• Your State Attorney General's Office: Most states have a consumer protection division that handles disputes with businesses.
• Better Business Bureau (BBB): bbb.org — for mediation of consumer-business disputes.

Step 4: Chargeback (Payment Disputes)

You retain the right to dispute a charge with your credit card company or bank if you believe you have been incorrectly billed and we have failed to resolve the matter. We ask that you exhaust our internal resolution process first, as chargebacks can significantly delay any resolution and may complicate the process for all parties involved.

11. Special Circumstances

Dewey's Pizza will make every effort to accommodate refund or exchange requests in extraordinary situations, including but not limited to:

• Food safety concerns or allergen incidents — these are treated as priority cases and will be reviewed immediately by our management team.
• Severe weather or natural disasters affecting delivery — force majeure events may impact our standard refund policies, and we will handle these situations with flexibility and compassion.
• Technical errors on our website or app — any payment errors caused by system glitches will be corrected promptly with a full refund or correction issued as soon as possible.

12. Changes to This Refund Policy

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

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us through any of the following methods:

This Refund Policy was last reviewed and updated on March 29, 2026. Dewey's Pizza is committed to fair and transparent business practices in compliance with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (15 U.S.C. § 41 et seq.).