Refund Policy

Effective Date: March 26, 2026  |  Last Updated: March 26, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to ensure that every customer feels heard, respected, and fairly treated when they do.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted. It applies to all orders placed through our website (deweyspizza.digital), over the phone, or in person at our location. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions or concerns about this policy, please do not hesitate to contact us directly at [email protected].

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider a refund request valid and eligible for review under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong pizza, wrong size, wrong toppings, or missing items).
• Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged or Tampered Packaging: Your order arrived with visibly damaged, open, or tampered packaging that may have compromised the safety or quality of the food.
• Significant Delivery Delays: Your delivery was delayed significantly beyond the estimated delivery time quoted at the time of ordering, resulting in food that was no longer in an acceptable condition.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Never Received: Your order was confirmed and charged but never delivered, and no attempt was made to resolve the issue at the time of delivery.

Refund requests that do not fall within the above categories will be evaluated on a case-by-case basis at the sole discretion of Dewey's Pizza management.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, we ask that all customers adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to contact us as soon as an issue is identified. Because we serve perishable food products, our ability to investigate and resolve issues diminishes quickly after the time of delivery or pickup.

4. Non-Refundable Items and Situations

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

• Change of Mind: Orders that have already been prepared or are in transit cannot be refunded simply because you changed your mind or no longer want the items.
• Customization Errors Made by the Customer: If you selected incorrect toppings, sizes, or special instructions at the time of ordering, we are not responsible for the resulting product. Please review your order carefully before submission.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discounts may not be eligible for a full refund. These situations will be reviewed individually.
• Partially Consumed Orders: If a significant portion of the food has been consumed, a full refund will not be granted. However, a partial refund or store credit may be considered depending on the nature of the complaint.
• Delivery Fees: Delivery fees are generally non-refundable once the delivery has been dispatched, unless the order was never delivered.
• Tips and Gratuities: Tips added to your order are non-refundable as they are paid directly to our delivery staff.
• Catering Deposits: Deposits made for catering or large group orders are non-refundable unless the cancellation occurs within the specified cancellation window (see Section 8).

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

To submit a refund request, please follow these steps carefully:

1. Step 1 – Gather Your Information: Before contacting us, have your order confirmation number, the date and time of your order, and a description of the issue ready. If applicable, take clear photographs of the incorrect or damaged items.
2. Step 2 – Contact Us Promptly: Reach out to our customer support team via email at [email protected] or through our website at deweyspizza.digital. Please contact us within the applicable timeframe listed in Section 3.
3. Step 3 – Submit Your Request: In your message, include the following details:
   • Your full name
   • Your order confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Any supporting photos or evidence
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our team will send you an acknowledgment email within 24 hours of receiving your request. We may follow up with additional questions to better understand your situation.
5. Step 5 – Resolution: Once your request has been reviewed and a decision has been made, we will notify you via email with the outcome. If approved, your refund will be processed using the method described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method. The following timelines are estimates and may be subject to your financial institution's processing schedules:

Please note that Dewey's Pizza initiates refunds on our end as soon as they are approved. However, we have no control over the processing times of individual banks and financial institutions. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In some situations, a full refund may not be warranted, but a partial refund may be appropriate. Dewey's Pizza may issue a partial refund under the following conditions:

• Only certain items in your order were incorrect or unsatisfactory, while others were delivered correctly and in good condition.
• The food was partially consumed before the issue was identified, but a legitimate quality concern existed.
• A minor quality issue existed that did not render the entire order inedible or unusable.
• A delivery fee was charged on an order where some but not all items were delivered.

The amount of a partial refund will be determined at the discretion of our management team based on the specific details of each situation. We will always aim to reach a fair resolution that reflects the inconvenience caused.

8. Cancellation Policy

We understand that plans change. However, because our food is freshly prepared to order, our ability to accommodate cancellations is limited once preparation has begun.

8.1 Standard Orders

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage (typically within 2 to 5 minutes of placing the order), you will receive a full refund.
• During Preparation: If your order is already being prepared, cancellations may not be accepted. If accepted, a partial refund may be issued at the discretion of our team.
• After Dispatch for Delivery: Once your order has been dispatched for delivery, cancellations will not be accepted, and no refund will be issued.

8.2 Catering and Large Group Orders

Cancellations for catering orders or large group orders are subject to the following schedule:

• More than 72 hours before the scheduled order time: Full refund of any deposits paid.
• Between 24 and 72 hours before the scheduled order time: 50% refund of the deposit paid.
• Less than 24 hours before the scheduled order time: No refund of the deposit. The deposit will be forfeited.

To cancel a catering order, please contact us immediately at [email protected].

9. Exchange Policy

In certain situations, rather than a monetary refund, Dewey's Pizza may offer to replace or exchange your order. Exchanges are offered under the following conditions:

• You received an incorrect item that differs from what was ordered.
• The food delivered was of unacceptable quality due to an error on our part.
• A significant item was missing from your order.

If an exchange is offered and accepted, our team will arrange for the correct item(s) to be prepared and delivered or made available for pickup as quickly as possible. In some cases, due to operational constraints, a replacement may not be possible, and a refund or store credit will be offered instead.

Exchanges for items based solely on a customer's change of preference or taste are not available.

10. Store Credit

In some cases, Dewey's Pizza may offer store credit as an alternative to a monetary refund. Store credit:

• Can be used toward any future order placed through deweyspizza.digital or at our physical location.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional offers unless otherwise specified.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern using the following steps:

1. Step 1 – Internal Escalation: Reply to the resolution email you received and request that your case be escalated to a senior member of our team. Please clearly explain why you disagree with the initial decision and provide any additional evidence or context.
2. Step 2 – Written Formal Complaint: Send a formal written complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." Our management team will review the complaint and respond within 5 business days.
3. Step 3 – Chargeback: If you believe your issue constitutes an unauthorized or fraudulent charge, you have the right to contact your bank or credit card issuer to initiate a chargeback process. We respect this right under United States consumer protection laws and the guidelines of the FTC Act.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov, your state Attorney General's office, or the Better Business Bureau (BBB) if you feel your consumer rights have been violated.

12. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by a number of federal and state consumer protection laws. Dewey's Pizza is committed to complying with all applicable regulations, including:

• The FTC Act: Prohibits unfair or deceptive acts or practices in commerce. We are committed to honest, transparent communication regarding our products and pricing.
• Truth in Advertising: All promotions, discounts, and offers advertised on our website or in-store are accurate and will be honored as described.
• Electronic Fund Transfer Act (EFTA): Governs the rights and responsibilities associated with electronic payment transactions. You have the right to dispute unauthorized charges on your debit card or bank account.
• State-Specific Laws: Depending on your state of residence, additional consumer protection rights may apply. We encourage you to familiarize yourself with your state's consumer protection laws.

13. Policy Updates

Dewey's Pizza reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms. We encourage all customers to review this page periodically to stay informed about our current policies.

14. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please contact our customer support team using the information below. We are here to help and strive to respond to all inquiries promptly.

This Refund Policy was last updated on March 26, 2026, and is effective as of the same date. All previous versions of this policy are hereby superseded.