Refund Policy

At Pizza Factory, customer satisfaction is at the heart of everything we do. We understand that sometimes an order 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 handled for all orders placed through our website pizza-factory.rest or directly at our location. Please read this policy carefully before placing your order.

1. Eligibility Conditions for Refunds

Pizza Factory will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza, wrong toppings, wrong size, or wrong quantity).
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards at the time of delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergic Reactions / Special Dietary Requirements Not Met: If you clearly specified a dietary requirement or allergy at the time of ordering and it was not honored, you may be eligible for a refund. Please note that while we make every effort to accommodate dietary needs, cross-contamination may occur in our kitchen environment.
• Significantly Late Delivery: If your order was delivered significantly beyond the estimated delivery time and the food quality was compromised as a result.
• Duplicate Charges: If your payment method was charged more than once for the same order.
• Technical Errors: If a technical error on our website or payment system resulted in an incorrect charge or failed order delivery.

2. Timeframes for Refund Requests

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

Refund requests submitted after these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt to ensure all items are present and meet quality standards.

3. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order was placed and preparation has already begun.
• Customized Orders Already Prepared: Orders that have been specially customized per your request and prepared as specified are non-refundable unless there is a documented quality issue.
• Partially Consumed Items: Food items that have been significantly consumed will not qualify for a refund unless a quality defect was discovered during consumption and reported promptly.
• Delivery Fees: Delivery fees are non-refundable once the order has been dispatched, except in cases where the delivery was never completed.
• Service Fees and Promotional Discounts: Any service fees or platform fees applied to your order are non-refundable. Promotional discounts, vouchers, or loyalty points used at checkout cannot be reinstated after an order is placed.
• Gift Cards and Vouchers: Purchased gift cards and promotional vouchers are non-refundable and non-transferable.
• Late Delivery Due to External Factors: Delays caused by severe weather conditions, traffic incidents, natural disasters, or other circumstances beyond our reasonable control do not qualify for a refund.

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

If you believe you are eligible for a refund, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as you identify the issue. You can contact us via email at [email protected] or visit our website at pizza-factory.rest.
2. Step 2 – Provide Your Order Details: Include your full name, order number, date and time of the order, and the contact information used when placing the order.
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. Be as specific as possible — for example, "I ordered a large pepperoni pizza but received a medium veggie pizza" or "Two breadsticks were missing from my order."
4. Step 4 – Submit Supporting Evidence: Where applicable, attach clear photographs of the food item(s) received, the packaging, or any visible defects. This helps us process your request more efficiently.
5. Step 5 – Wait for Confirmation: Our customer service team will acknowledge receipt of your request within 1 business day. We will review your case and may follow up with additional questions.
6. Step 6 – Receive Our Decision: We will communicate our refund decision to you within 3 business days of receiving all necessary information. If approved, we will initiate the refund using your original payment method or offer an alternative resolution.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to reach you depends on your original payment method:

Please note that while we process refunds on our end promptly, the actual credit to your account is subject to your bank or payment provider's processing timelines, which are beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

6. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following cases:

• Only certain items in your order were missing or incorrect, while the rest of the order was delivered as expected.
• A food quality issue affected only a portion of the order.
• You accepted part of your order despite an issue with the remaining portion.
• A discount or promotional offer was already applied to the order at the time of purchase, and the refund will be calculated based on the amount actually paid.
• The food item was partially consumed before the quality issue was identified.

The partial refund amount will be calculated based on the individual price of the affected item(s) as listed on your order confirmation. Any applicable taxes or fees attributable to the refunded item(s) will also be reimbursed proportionally.

7. Exchange Policy

In many cases, rather than a monetary refund, Pizza Factory may offer to replace the incorrect or unsatisfactory item with a corrected order. Our exchange policy works as follows:

• Incorrect Item Received: We will prepare and deliver or make available for pickup the correct item at no additional charge. You may be asked to return the incorrect item upon delivery of the replacement.
• Quality Issue: If your food does not meet our quality standards, we may offer to remake and resend the item. This option is typically faster than a monetary refund and ensures you still enjoy your meal.
• Missing Items: Missing items will be prepared and delivered as promptly as possible, subject to operational availability at the time.

If you prefer a monetary refund instead of an exchange, please indicate this preference when submitting your refund request. We will make every effort to accommodate your preference, subject to eligibility under this policy.

8. Cancellation Policy

Orders can be cancelled under the following conditions:

• Cancellation Before Preparation: If you wish to cancel an order, you must do so within 5 minutes of placing it, before our kitchen staff begins preparing your food. A full refund will be issued in this case.
• Cancellation After Preparation Has Begun: Once your order has entered the preparation stage, cancellations are generally not accepted. However, you may contact us, and we will review the situation on a case-by-case basis.
• Cancellation Due to Our Failure: If we are unable to fulfill your order due to ingredient unavailability, kitchen closures, or operational issues on our part, you will receive a full refund automatically or be notified to arrange an alternative.
• Cancellation of Catering or Large Orders: For catering orders or large group orders (orders above $100), cancellations must be made at least 24 hours in advance to receive a full refund. Cancellations made less than 24 hours before the scheduled order time may be subject to a cancellation fee of up to 25% of the total order value to cover ingredient and preparation costs already incurred.

To cancel an order, please contact us immediately at [email protected] or visit pizza-factory.rest with your order number and reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with our refund decision or have a concern that has not been resolved through our standard customer service process, the following dispute resolution options are available to you:

9.1 Internal Escalation

You may request that your case be escalated to a senior member of our management team. Please send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case or order number. A manager will review your complaint and respond within 5 business days.

9.2 Chargeback Rights

As a customer in the United States, you have the right to dispute charges with your credit card company or bank. Under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), you may initiate a chargeback for unauthorized or disputed transactions. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as this allows us to address your concern more quickly and efficiently.

9.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org

9.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. Any disputes arising out of or related to this policy shall be subject to the jurisdiction of the appropriate courts in the United States. Consumers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other state-specific consumer protection statutes.

10. Changes to This Refund Policy

Pizza Factory reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizza-factory.rest. 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 updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

11. Contact Us

For all refund requests, cancellations, or any questions related to this Refund Policy, please reach out to our customer service team using the contact details below. We are committed to responding to all inquiries promptly and resolving issues to your satisfaction.