Refund Policy

At Pizza Ranch, customer satisfaction is our top priority. We understand that sometimes orders may not meet your expectations, and we are committed to making things right. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all food orders, catering services, and any other purchases made through our website pizzaranch-eat.rest or directly at our location. By placing an order with Pizza Ranch, you agree to the terms set forth in this policy.

We strive to prepare every order with the highest standards of quality and care. However, we recognize that issues may arise, and we are here to address them promptly and fairly.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was incorrect — meaning you received items different from what you ordered.
• Your food was undercooked, spoiled, or of unacceptable quality upon delivery or pickup.
• Your order was never delivered despite confirmation of dispatch.
• You were charged more than once for the same order due to a technical or processing error.
• Your order contained an allergen or ingredient that you specifically requested to be excluded, and this caused a verifiable issue.
• Significant portions of your order were missing without prior notification.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed with no documented quality issue.
• Dissatisfaction based on personal taste preference rather than a product defect or error.
• Orders where the customer provided incorrect delivery information (wrong address, inaccessible location).
• Promotional or discounted items purchased under a special offer, unless they are defective or incorrect.
• Requests made outside the eligible timeframe stated in Section 3.
• Delivery fees, unless the non-delivery was due to our fault.
• Catering deposits for cancellations made less than 48 hours before the scheduled event.
• Digital gift cards or credits once they have been applied to an order.

5. How to Request a Refund

Follow these steps to submit a refund request with Pizza Ranch:

1. Step 1 — Gather Your Information: Before contacting us, have your order number, the date and time of your order, the items in question, and any supporting documentation (photos, receipts) ready.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods listed in the Contact Information section of this policy. You may contact us via email at [email protected] or visit our website at pizzaranch-eat.rest.
3. Step 3 — Provide Details: Clearly describe the issue with your order. Include your full name, contact information, order number, and a detailed description of the problem. If applicable, attach photographs that support your claim.
4. Step 4 — Await Review: Our team will review your request and may contact you for additional information. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and initiate the appropriate resolution — whether that is a full refund, partial refund, store credit, or replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to appear in your account:

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account depends on your financial institution or payment provider. Pizza Ranch is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• The issue was minor in nature and did not significantly affect the overall order.
• The customer has partially consumed the order before reporting the issue.
• A promotional discount was applied and only a portion of the order is being refunded.

The amount of a partial refund will be determined on a case-by-case basis by our customer support team. We will always aim to be fair and transparent in our assessment.

8. Exchange Policy

In many cases, we may offer a replacement order as an alternative to a refund. If your order was incorrect or had a quality issue, we can prepare a new order to replace the affected items at no additional charge.

To request an exchange or replacement:

• Contact us within the applicable timeframe as outlined in Section 3.
• Specify whether you prefer a replacement or a refund.
• Replacements are subject to item availability and restaurant operating hours.
• Replacements are offered for in-store pickup or delivery, depending on your original order type.

Please note that exchanges or replacements are not available for orders that were not made directly through our restaurant or website. If your order was placed through a third-party delivery platform, please refer to that platform's exchange or refund policy.

9. Cancellation Policy

We understand that plans change. Below are our cancellation terms:

9.1 Standard Orders

• Orders may be cancelled free of charge if the cancellation is made within 5 minutes of placing the order, provided that food preparation has not yet begun.
• Once food preparation has begun, cancellations may result in a partial or no refund, depending on the stage of preparation.
• Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Catering and Group Orders

• Cancellations made 48 hours or more before the scheduled event are eligible for a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours before the event may receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the event are generally non-refundable.
• In cases of emergency or extenuating circumstances, please contact us directly to discuss your options.

10. Third-Party Delivery Platforms

If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, or similar platforms), please be aware that:

• Refund and cancellation requests for orders placed through these platforms must be submitted directly to the platform and are subject to their respective policies.
• Pizza Ranch has limited ability to issue refunds for orders placed through third-party services.
• We encourage you to contact us regardless, as we can work with the platform on your behalf in cases of quality or accuracy issues.

11. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer support team, you have the following options for escalating your concern:

11.1 Internal Escalation

You may request that your issue be reviewed by a senior member of our management team. To do so, clearly state in your communication that you wish to escalate your complaint, and provide all relevant order details and prior correspondence.

11.2 Chargeback Rights

Under applicable United States consumer protection laws, including the Fair Credit Billing Act (FCBA) and guidelines set by the Federal Trade Commission (FTC), you may have the right to dispute a charge with your credit card issuer or bank if you believe you were billed incorrectly or received a product that was materially different from what was described. We encourage you to contact us first so we can resolve the issue directly before initiating a chargeback.

11.3 Consumer Protection Agencies

Consumers in the United States may also seek assistance from the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

11.4 Informal Resolution

We strongly encourage all customers to contact us directly before pursuing any formal dispute resolution. The vast majority of issues can be resolved quickly and amicably through direct communication with our team.

12. Policy Changes

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzaranch-eat.rest with a revised effective date. Continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

If you have any questions, concerns, or wish to submit a refund request, please contact us using the details below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters involving food safety, please contact us immediately.