Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at newpizza-factory.click, by phone, or in person at our location. Because we serve freshly prepared food products, our refund policy is designed to be fair while reflecting the perishable nature of our offerings. We comply with all applicable United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act.

By placing an order with Pizza Factory, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise prepared in a manner that does not meet reasonable quality standards.
• Foreign Objects: You discovered a foreign object in your food that poses a safety concern.
• Spoiled or Unsafe Food: The food arrived in a spoiled, contaminated, or otherwise unsafe condition.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time provided at checkout, resulting in food that is no longer acceptable to consume.
• Order Not Received: Your delivery order was never received and our records confirm it was dispatched.

3. Timeframes for Refund Requests

To ensure a fair and efficient process, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

The following are generally not eligible for a refund:

• Orders that were correctly prepared according to customer specifications and delivered on time.
• Food items where the customer has consumed more than 50% of the product before reporting a complaint (unless a safety concern is identified).
• Delivery fees, service fees, and tips paid to delivery drivers (unless the order was never delivered).
• Promotional or discounted items that were accurately prepared and delivered.
• Gift cards or store credit balances (these are non-refundable but remain redeemable for future orders).
• Catering deposits after the confirmed preparation has begun (see Cancellation Policy below).
• Custom or specially prepared orders that cannot be resold or repurposed.
• Dissatisfaction based solely on taste preferences where the order was prepared correctly.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs of the food item(s) in question (strongly recommended for quality or safety issues)
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: newpizza-factory.click
3. Step 3 — Submit Your Claim: In your message or form submission, clearly describe the problem. Include your order number, the items affected, and any supporting photos. The more detail you provide, the faster we can process your request.
4. Step 4 — Review Process: Our customer service team will review your claim within 1–2 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your request is approved, we will notify you of the refund method and processing timeline. Refunds will be issued to the original payment method or as store credit, depending on the circumstances.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the following processing timelines apply:

Please note that processing times are subject to your bank or payment provider's internal policies. Pizza Factory is not responsible for delays caused by financial institutions once the refund has been issued on our end. If you do not see your refund within the timeframe listed, please contact your bank before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be granted instead of a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the remaining items were correct and acceptable.
• A portion of the food was consumed before the issue was identified (excluding legitimate safety concerns).
• A delivery was significantly delayed but the food was still received in an edible condition.
• A discount, coupon, or promotional code was applied to the original order; the refund will reflect the amount actually paid.
• Quality issues affected only part of an order (e.g., one pizza was incorrectly topped out of a larger group order).

The amount of a partial refund will be determined at the discretion of our customer service team based on the circumstances presented and the evidence provided.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are handled differently than in retail environments. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong pizza or food item, we will prepare and deliver (or make available for pickup) the correct item as quickly as possible, or issue a refund at your preference.
• Quality Replacement: If your food did not meet our quality standards, we may offer to prepare a replacement item at no charge. Replacement items must be requested within 2 hours of the original order receipt.
• In-Store Exchanges: Customers who dine in or pick up their orders may speak to a manager on duty immediately to arrange an exchange or replacement if an issue is discovered before or during their meal.
• No Physical Returns Required: You are not required to return the food item to receive a replacement or refund. However, photographic evidence of the issue may be requested.

9. Cancellation Policy

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

9.1 Standard Orders (Online / Phone)

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: No refund will be issued, as ingredients and labor have already been committed to your order.
• To cancel an order, please call us or use the contact options on our website immediately after placing the order. Cancellations via email may not be processed in time.

9.2 Catering and Large Group Orders

• Cancellation more than 48 hours before the scheduled event: Full refund of any deposit paid.
• Cancellation between 24 and 48 hours before the scheduled event: 50% refund of the deposit paid.
• Cancellation less than 24 hours before the scheduled event: No refund of the deposit. Full payment may be required if preparation has already commenced.
• All catering cancellation requests must be submitted in writing via email to [email protected].

9.3 Pre-Paid Orders and Special Events

For pre-paid special event orders or holiday packages, specific cancellation terms will be communicated at the time of booking and will be documented in your order confirmation. These specific terms will take precedence over the general cancellation policy above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Factory offers the following dispute resolution process:

1. Step 1 — Escalation Request: Contact us again at [email protected] and indicate that you would like to escalate your concern to a senior manager. Please reference your original refund request number or case ID.
2. Step 2 — Management Review: A senior team member will review your case within 3 business days and provide a final determination.
3. Step 3 — Written Response: You will receive a written response outlining the final decision and the reasoning behind it. If a refund is approved at this stage, it will be processed according to the timelines in Section 6.
4. Step 4 — External Options: If you remain dissatisfied after our internal review, you may pursue the following external options:
   • Credit Card Chargeback: Contact your credit card issuer to initiate a dispute. Be prepared to provide your correspondence with Pizza Factory and supporting documentation.
   • Better Business Bureau (BBB): File a complaint at www.bbb.org.
   • FTC Complaint: Report consumer issues to the Federal Trade Commission at www.ftc.gov.
   • State Consumer Protection Office: Contact the consumer protection office in your state for guidance on local remedies available under state law.

11. Chargebacks and Fraudulent Claims

We take fraudulent refund requests seriously. Submitting false, misleading, or exaggerated claims in order to obtain a refund is considered fraud and may result in:

• Permanent suspension of your account and ordering privileges.
• Reporting to relevant authorities if applicable under law.
• Reversal of any fraudulently obtained refunds.

We encourage all customers to contact us directly before initiating a chargeback with their bank or payment provider, as we can often resolve issues more quickly and efficiently through direct communication.

12. Modifications to This Policy

Pizza Factory reserves the right to update or modify this Refund Policy at any time. Changes will become effective upon posting to our website at newpizza-factory.click with the updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, or if you would like to submit a refund request, please contact us using the information below: