Refund Policy

At Punch Pizza, we are committed to delivering a high-quality dining experience and ensuring that every customer is satisfied with their order. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timelines under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at eat-punchpizza.click or through any other ordering channel we operate.

By placing an order with Punch Pizza, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us using the information provided at the end of this document.

1. Eligibility Conditions for Refunds

Punch Pizza will consider refund requests under the following circumstances. A refund may be issued when:

• Your order was incorrect — meaning you received items that differ materially from what you ordered.
• Your order arrived in an unsatisfactory condition, such as food that was significantly damaged, spoiled, or otherwise unfit for consumption upon delivery.
• You did not receive your order at all, despite confirmation of payment and order placement.
• A technical error on our website or ordering platform resulted in a duplicate charge or an incorrect order being placed without your intent.
• An item you ordered was unavailable and you were not notified prior to fulfillment.
• The order was significantly delayed beyond the estimated delivery or pickup time communicated at the time of ordering, and the delay was caused solely by factors within our control.

Refunds are evaluated on a case-by-case basis. Punch Pizza reserves the right to request photographic evidence, order confirmation numbers, or other documentation to verify the nature of the complaint before approving a refund.

2. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and resolved, you must contact Punch Pizza within the timeframes listed below:

Requests submitted outside of the applicable timeframe may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if an issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any condition. These include:

• Consumed food items: Orders or individual items that have been substantially consumed are not eligible for a refund. If you have eaten the majority of your order, we are unable to process a return or refund.
• Special promotional items: Items purchased under special promotions, deals, or limited-time offers that explicitly state "no refunds" are non-refundable.
• Catering deposits: Deposits paid for catering orders or large group orders are non-refundable once the preparation process has begun.
• Delivery fees: Third-party delivery service fees are non-refundable once an order has been picked up for delivery, regardless of the reason for the refund request.
• Customized or specially prepared orders: Orders with extensive customizations made at the customer's explicit request are non-refundable unless they were prepared incorrectly.
• Gift cards and vouchers: Gift cards and promotional vouchers issued by Punch Pizza are non-refundable and cannot be exchanged for cash.

4. How to Request a Refund — Step-by-Step Process

To submit a refund request, please follow the steps outlined below. Completing each step accurately will help us process your request as quickly as possible.

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name
• Your order confirmation number or receipt number
• The date and time of your order
• The specific item(s) you are requesting a refund for
• A description of the issue
• Any supporting photographs (if applicable)

Step 2: Contact Punch Pizza

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: eat-punchpizza.click

In your message, include all the information gathered in Step 1 and clearly state that you are requesting a refund.

Step 3: Await Confirmation

Once your request is received, our team will send you a confirmation within 1 business day acknowledging that your refund request is under review.

Step 4: Review and Verification

Our customer service team will review the details of your request, which may include verifying your order history, reviewing any photographs submitted, and assessing the nature of the complaint. We may contact you for additional information during this stage.

Step 5: Decision and Resolution

You will be notified of our decision within 3–5 business days of submitting your request. If your refund is approved, the refund will be processed according to the timeframes described in the section below. If your request is denied, we will provide an explanation and, where applicable, offer an alternative resolution such as a store credit or replacement item.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to be returned to you depends on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual posting time to your account is controlled by your financial institution or payment provider and may vary. Punch Pizza is not responsible for delays caused by third-party payment processors or banks.

6. Partial Refunds

In some circumstances, Punch Pizza may issue a partial refund rather than a full refund. Partial refunds may be granted when:

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was delivered as expected.
• An order was partially consumed before a quality issue was identified.
• A delay affected only part of the order, such as when a multi-item order arrives in stages.
• A promotional discount or coupon was applied at the time of purchase and the refund reflects the actual amount paid for the affected item(s).
• The customer made a partial error in the order (e.g., incorrect quantity selected), and Punch Pizza fulfilled the order as submitted.

The amount of any partial refund will be determined at the sole discretion of Punch Pizza management, based on a fair assessment of the situation. We will communicate the partial refund amount to you clearly before processing.

7. Exchange Policy

Due to the perishable nature of food products, Punch Pizza does not offer traditional exchanges in the same manner as a retail store. However, we are committed to making things right. In lieu of a refund, we may offer the following:

• Order Replacement: If your order was incorrect or arrived in poor condition, we may offer to remake and resend your order at no additional charge, subject to availability and geographic service area.
• Store Credit: In cases where a replacement is not feasible (e.g., the customer has already made alternative arrangements), we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Alternative Item: If a menu item is unavailable, we will contact you prior to fulfilling your order to offer a suitable alternative at the same or comparable price.

All replacement orders are subject to standard preparation and delivery timeframes and must be requested within the applicable window described in Section 2 of this policy.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair while acknowledging the operational challenges of food preparation.

Online and Phone Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued, provided that preparation has not yet begun.
• Cancellation after 5 minutes: Once food preparation has begun, cancellations may not be accepted, and refunds will not be issued. Our kitchen begins preparing orders quickly to ensure freshness and timely delivery.

Catering and Large Group Orders

• More than 72 hours before the scheduled event: Full refund minus any non-refundable deposit.
• Between 24 and 72 hours before the scheduled event: 50% refund of the total order value.
• Less than 24 hours before the scheduled event: No refund will be issued, as ingredients and staffing will have already been arranged.

To cancel an order, contact us immediately at [email protected] or through our website at eat-punchpizza.click with your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with our decision regarding your refund or cancellation request, you have the right to escalate the matter through the following channels:

Step 1: Internal Escalation

Request that your complaint be escalated to a senior member of our management team by clearly stating this in your email or correspondence. We will assign a manager to review your case and respond within 3 business days.

Step 2: Chargeback Through Your Financial Institution

If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to dispute the charge directly with your bank or card issuer. Under the Fair Credit Billing Act (FCBA) and applicable regulations, your financial institution may be able to reverse the charge. We encourage you to exhaust our internal resolution process first, as chargebacks may take longer to resolve.

Step 3: Consumer Protection Agencies

As a business operating in the United States, Punch Pizza complies with applicable federal and state consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

Step 4: Informal Mediation

For disputes that cannot be resolved through internal channels or chargebacks, both parties agree to first attempt resolution through informal mediation before pursuing formal legal action. Any unresolved disputes shall be subject to the laws of the United States and the jurisdiction in which Punch Pizza operates.

10. Fraudulent Claims

Punch Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or misleading refund claims — including but not limited to fabricated quality complaints, false non-delivery claims, or manipulation of photographic evidence — may have their account permanently suspended and may be subject to legal action. We reserve the right to refuse service to any customer who has previously abused our refund process.

11. Changes to This Refund Policy

Punch Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at eat-punchpizza.click with a revised effective date. Continued use of our services after any changes are posted constitutes your acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

12. Contact Information for Refund Requests

If you need to submit a refund request, have a question about our policy, or require assistance with an order issue, please reach out to our customer service team using the contact details below. We are here to help and aim to respond to all inquiries within 1 business day.

When contacting us, please include your order number, a description of the issue, and any relevant photographs or documentation to help us process your request as efficiently as possible.