Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering exceptional food and service to every customer. We take great pride in the quality and authenticity of our pizzas and menu items. However, we understand that there are occasions when an order may not meet your expectations, or circumstances may require you to cancel or modify your purchase.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. Our goal is to handle all refund and cancellation requests fairly, efficiently, and transparently.

By placing an order on our website pequods-eat.click or through any associated platform, you agree to the terms outlined in this Refund Policy. If you have questions or concerns about any section of this document, please contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

Refunds are available under specific circumstances. To be eligible for a refund, your situation must meet one or more of the following criteria:

• Incorrect Order: You received an item that was different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was significantly undercooked, overcooked, spoiled, or otherwise inedible due to a preparation error on our part.
• Allergic Reactions Due to Misrepresentation: If you clearly specified an allergy in your order and we failed to accommodate it, resulting in an allergenic ingredient being included, you may be eligible for a full refund.
• Delayed Delivery: Your delivery arrived more than 60 minutes beyond the estimated delivery time provided at the time of order placement, resulting in diminished food quality.
• Order Not Delivered: Your order was confirmed and charged but never delivered or made available for pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

Refund eligibility is determined at the sole discretion of Pequod's Pizza management after reviewing the details of each request. We reserve the right to request supporting documentation, including photographs of the received item(s), to process a claim.

3. Non-Refundable Items and Circumstances

The following items and circumstances are generally not eligible for refunds:

4. Timeframes for Refund Requests

Timing is critical when submitting a refund request. To ensure your request can be properly reviewed and processed, you must adhere to the following timeframes:

• Incorrect or Missing Items: Must be reported within 2 hours of receiving your order.
• Food Quality Issues: Must be reported within 2 hours of receiving your order. Photographic evidence is strongly recommended.
• Undelivered Orders: Must be reported within 24 hours of the scheduled delivery or pickup time.
• Duplicate Charges: Must be reported within 7 business days of the transaction date.
• Delivery Delay: Must be reported within 4 hours of the actual delivery time.

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

To request a refund from Pequod's Pizza, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food (if applicable — strongly recommended for quality issues)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequods-eat.click (via the Contact or Support page)
3. Step 3 — Submit Your Claim: In your message or form submission, clearly state:
   • That you are requesting a refund
   • The specific reason for your request
   • The resolution you are seeking (full refund, partial refund, replacement, or store credit)
4. Step 4 — Review Process: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Step 5 — Resolution: Once your claim has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution (refund, replacement, or credit) within the applicable processing timeframe.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for funds to be returned to you depends on your original payment method. Below is a general overview:

Please be aware that while we process refunds promptly on our end, the actual timing of funds appearing in your account is subject to your bank or payment provider's policies and processing schedules. We have no control over these timelines once the refund has been initiated on our side.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. This may occur under the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only specific items within a larger order.
• The food was partially consumed at the time the issue was identified.
• A promotional discount was applied to the order, and the refund reflects the actual amount paid for the affected item.
• The delivery delay affected the condition of some, but not all, items in the order.

Partial refund amounts will be calculated based on the individual item price as listed on our menu at the time of the order, net of any discounts or promotions applied. We will clearly communicate the partial refund amount before processing to ensure transparency.

8. Exchange Policy

Due to the perishable nature of food products, Pequod's Pizza does not maintain a traditional item exchange program. However, we do offer the following accommodations:

• Order Replacement: If your order was incorrect or had a verifiable quality issue, we may offer to prepare and send a replacement order at no additional charge. Replacements are subject to availability and delivery logistics.
• In-Store Exchanges: For customers who placed and picked up their order in person, you may return to the location with your receipt and uneaten food (where applicable) to discuss a remake or exchange with the manager on duty.
• Store Credit in Lieu of Exchange: If a physical replacement is not feasible (e.g., late-night orders, out-of-area deliveries), we may offer equivalent store credit to be applied to a future order instead.

Replacement orders are subject to the same preparation time as a standard order. We cannot guarantee the same delivery window as the original order.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works based on the stage of your order:

9.1 Cancellation Before Preparation Begins

If you contact us within 5 minutes of placing your order and food preparation has not yet started, you are eligible for a full refund. Please call us immediately or email [email protected] with your order number to request a cancellation.

9.2 Cancellation After Preparation Has Started

Once our kitchen team has begun preparing your order, cancellations are no longer eligible for a full refund. In these cases, we may offer:

• A partial refund for items not yet prepared
• Store credit equivalent to the order value

9.3 Cancellation of Scheduled/Pre-Orders

If you placed a scheduled or pre-ordered order (for a future date or time), cancellations must be submitted at least 2 hours before the scheduled preparation time to receive a full refund. Cancellations made less than 2 hours before the scheduled time will be treated as post-preparation cancellations.

9.4 No-Show for Pickup Orders

If you placed a pickup order and do not arrive to collect it within 30 minutes of the ready time, your order will be considered abandoned. No-shows for pickup orders are not automatically eligible for refunds. Please contact us as soon as possible if you are unable to pick up your order.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Pequod's Pizza has a structured dispute resolution process to ensure every concern is addressed fairly and professionally.

10.1 Internal Escalation

If your initial request was denied or the resolution offered does not meet your expectations, you may escalate the matter by emailing [email protected] with the subject line: "Refund Dispute — [Your Order Number]". Please include all relevant documentation, your original claim, and a clear explanation of why you believe the initial outcome was incorrect. A senior member of our team will review the matter and respond within 3–5 business days.

10.2 Third-Party Payment Disputes (Chargebacks)

Under the FTC Act and applicable banking regulations, you have the right to dispute a charge with your bank or credit card issuer if you believe it was unauthorized or fraudulent. However, we encourage customers to contact us directly first, as most issues can be resolved without initiating a formal chargeback. Filing an unwarranted chargeback may result in the suspension of your account with Pequod's Pizza.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the state in which Pequod's Pizza operates. Nothing in this policy limits any rights you may have under applicable federal or state consumer protection laws.

10.4 Informal Resolution

Before pursuing any formal legal action, we kindly ask that customers allow us a minimum of 30 days to resolve the dispute through direct communication. Most concerns can be resolved quickly and amicably when both parties communicate openly and in good faith.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by a number of federal and state regulations, including:

• The FTC Act: Prohibits unfair or deceptive business practices and ensures consumers have recourse in the event of misleading claims or unjust practices.
• State Consumer Protection Laws: Depending on your state of residence, additional rights and protections may apply to your purchase and refund eligibility.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers regarding electronic payments, including debit card transactions.
• Fair Credit Billing Act (FCBA): Provides credit card users with the ability to dispute billing errors directly with their card issuer.

Pequod's Pizza fully respects and complies with all applicable federal and state consumer protection laws. This policy does not seek to limit or override any rights afforded to you under the law.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pequods-eat.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our website or placement of an order following any changes to this Refund Policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

If you need to submit a refund request, have a question about our policy, or wish to escalate a concern, please reach out to us through any of the following channels: