Refund Policy

At Pizzana, customer satisfaction is our top priority. We stand behind the quality of our food and service. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for orders placed through our website at food-pizzana.rest or directly at our location. Please read this policy carefully before placing your order.

1. General Overview

Because Pizzana operates in the food and restaurant industry, our refund policy takes into account the perishable and time-sensitive nature of food products. We are committed to resolving any concerns fairly and promptly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

By placing an order with Pizzana — whether online, by phone, or in person — you agree to the terms set forth in this Refund Policy. We encourage you to review your order carefully before confirming your purchase.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• 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.
• Allergen Concerns: An item contained an allergen that was not disclosed in the menu description and which you specifically requested to be omitted.
• Order Not Delivered: Your delivery order was confirmed but never arrived within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.

To be considered for a refund, you must meet at least one of the above conditions and submit your request within the applicable timeframe described in Section 3 below.

3. Timeframes for Refund Requests

Timeliness is essential in the food industry. Please review the following deadlines for submitting a refund request:

4. Non-Refundable Items and Services

The following are generally not eligible for a refund:

• Orders that have been consumed in full or in large part before a complaint is raised.
• Customized orders where the customer made a personal preference error (e.g., ordered the wrong topping themselves and the order was prepared correctly per the submission).
• Delivery fees, where the delivery was successfully completed.
• Service charges or convenience fees assessed at the time of order.
• Promotional, discounted, or complimentary items obtained through special offers, coupons, or loyalty programs.
• Orders where the customer was unavailable to receive the delivery after multiple delivery attempts.
• Refund requests based solely on a change of mind after the order has been prepared.
• Requests submitted beyond the applicable timeframes listed in Section 3.

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

To ensure your refund request is handled efficiently, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs or screenshots of the problem (e.g., wrong item, missing item, quality issue). Documentation greatly speeds up the resolution process.
2. Step 2 — Gather Your Order Information: Have your order number, date of order, total amount charged, and the email address or phone number used to place the order ready before contacting us.
3. Step 3 — Contact Pizzana: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: food-pizzana.rest
4. Step 4 — Provide Details: In your message, include your full name, order number, a description of the issue, and any supporting photos or evidence. The more information you provide, the faster we can resolve your request.
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions before making a determination.
6. Step 6 — Resolution: Once we have reviewed your case, we will notify you of our decision via email and initiate any approved refund or replacement within the timeframes listed in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that Pizzana initiates the refund on our end within 2 business days of approval. The time it takes to appear in your account depends on your bank or payment provider and is outside of our direct control. If you do not see your refund after the estimated processing period, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory (e.g., one of three pizzas was wrong).
• A food quality complaint relates to only part of the order and the remainder was consumed or accepted.
• A delivery was late but eventually completed, and compensation is warranted for the inconvenience rather than the full order value.
• A coupon or discount was applied to the order, and the refund reflects only the amount actually charged for the affected item(s).
• A cancellation was received after food preparation had already begun, in which case a partial credit may be offered at our discretion.

The specific amount of a partial refund will be determined by our customer service team on a case-by-case basis, taking into account all relevant facts and circumstances. We are committed to fair and reasonable outcomes for all parties.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item for a replacement) function differently at Pizzana compared to non-food retail businesses. Our exchange policy works as follows:

• Wrong Item Received: If you received an incorrect item, we will prioritize preparing and delivering or making available the correct item as soon as possible, depending on operational capacity. Alternatively, you may opt for a refund instead of an exchange.
• Quality Issue Replacement: If the food you received did not meet quality standards and you prefer a replacement over a refund, we will make every effort to fulfill a fresh replacement order. Replacement orders are subject to availability and operating hours.
• In-Store Exchanges: If you are dining in or picking up at our location, please notify a staff member immediately upon identifying an issue. In-store replacements can typically be arranged quickly at our discretion.
• No Return of Food Items: For health, safety, and hygiene reasons, we cannot accept the physical return of food items. You do not need to return the item to receive a refund or replacement; photographic evidence is sufficient in most cases.

9. Cancellation Policy

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

9.1 Standard Orders (Immediate/ASAP)

Once you place an order for immediate preparation, our kitchen team begins work right away. As a result:

• Cancellations requested within 5 minutes of order placement may be honored at our discretion if preparation has not yet begun.
• Cancellations requested after preparation has begun will not be eligible for a full refund. A partial refund or store credit may be offered depending on the stage of preparation.

9.2 Scheduled / Pre-Orders

For orders scheduled in advance for a future time or date:

• Full refunds are available for cancellations made at least 30 minutes before the scheduled preparation time.
• Cancellations made less than 30 minutes before the scheduled preparation time may not qualify for a full refund. A partial refund or store credit may be provided.

9.3 Catering and Large Group Orders

For large catering orders or group bookings:

• Cancellations made 48 hours or more in advance of the order date are eligible for a full refund.
• Cancellations made between 24–48 hours in advance may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours in advance may not be eligible for any refund, as ingredients and resources will have already been committed.

To cancel an order, contact us as soon as possible via email at [email protected] or through our website at food-pizzana.rest. Please include your order number and the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to escalate the matter through the following process:

10.1 Internal Escalation

If your initial refund request is denied or you feel the resolution offered is inadequate, you may request that your case be reviewed by a senior member of our management team. To do so, reply to the email resolution you received and clearly state that you wish to escalate your complaint. We will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA), you may dispute billing errors or unauthorized charges. We recommend attempting to resolve the issue directly with Pizzana before initiating a chargeback, as this allows for a faster resolution. However, we respect your right to pursue all available remedies.

10.3 FTC and State Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your applicable state consumer protection agency. Pizzana is committed to complying with all applicable federal and state consumer protection laws and cooperates fully with regulatory inquiries.

10.4 Informal Mediation

Prior to pursuing any formal legal action, both parties agree to make a good-faith effort to resolve any dispute through informal negotiation. Please contact us at [email protected] to initiate this process. We are committed to finding fair and reasonable solutions for all customers.

11. Contact Information for Refund Requests

For all refund, cancellation, exchange, or billing inquiries, please contact our customer support team using the information below. We are here to help and will do our best to resolve your concern promptly and fairly.

When contacting us, please have the following information ready to help us process your request as efficiently as possible:

• Your full name
• Your order number
• Date and time of order
• A clear description of the issue
• Supporting photographs or documentation (where applicable)
• Your preferred resolution (refund, replacement, or store credit)

12. Policy Updates

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at food-pizzana.rest with an updated effective date. We encourage you to review this page periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.