Refund Policy

Effective Date: April 10, 2026 | Last Updated: April 10, 2026

1. Overview

This Refund Policy applies to all purchases and orders placed through our website pizza-deweys.top, by phone, or in person at Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

We strive to resolve all customer concerns quickly, fairly, and professionally. Our team is available to assist you with any issues related to your order, including incorrect items, food quality concerns, missing items, or delivery problems.

2. Eligibility Conditions for Refunds

To be eligible for a refund, exchange, or credit, one or more of the following conditions must be met:

• You received an incorrect item that does not match your order confirmation.
• Your order arrived in an unsatisfactory condition (e.g., significantly undercooked, inedible, or contaminated).
• Items were missing from your order upon delivery or pickup.
• Your order was never delivered despite confirmation of placement and payment.
• You were charged an incorrect amount for your order.
• A duplicate charge was applied to your payment method.
• You cancelled your order within the permitted cancellation window (see Section 8).

Refund requests that do not meet at least one of the above criteria may be reviewed on a case-by-case basis at the sole discretion of Dewey's Pizza management.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Consumed food items: If a significant portion of the food has been consumed, a refund may not be issued unless a verifiable quality issue existed.
• Change of mind: Refunds will not be issued simply because you changed your mind about your order after it was prepared and dispatched.
• Customized orders: Items that were prepared according to specific customer-requested customizations (e.g., specific toppings, dietary modifications) are generally non-refundable unless there was a preparation error on our part.
• Promotional or discounted items: Items purchased under special promotions or at a discounted rate may be non-refundable depending on the terms of the promotion.
• Delivery fees: Delivery charges are non-refundable once the delivery has been dispatched, unless the order was never delivered due to our error.
• Gift cards or store credits: Gift cards and store credit balances are non-refundable and non-transferable.
• Service charges and tips: Any service charges or gratuities applied to your order are non-refundable.

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

To request a refund, please follow the steps below:

1. Gather your order information: Have your order number, date of purchase, payment method, and a description of the issue ready before contacting us.
2. Document the issue (if applicable): Take clear photographs of any incorrect, missing, or unsatisfactory food items. This helps us process your request more efficiently.
3. Contact Dewey's Pizza: Reach out to our customer support team using one of the methods listed below:
   • Email: [email protected]
   • Website: pizza-deweys.top
4. Provide your details: In your communication, include your full name, contact information, order number, description of the issue, and any supporting photos or evidence.
5. Await our response: A member of our customer service team will review your request and respond within 1–2 business days.
6. Refund confirmation: If your refund request is approved, you will receive a written confirmation along with details about the refund amount and timeline.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time required to receive your funds depends on your original payment method:

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

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only certain items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for the affected items only.
• A food quality issue affected part of your order but not the entirety of it.
• A promotional discount was applied to an order, and only the non-discounted portion qualifies for a refund.
• A partial order cancellation was made before preparation was completed on some items.
• A refund is being issued as store credit rather than to the original payment method, as agreed upon by the customer.

The amount of any partial refund will be determined by our customer service team based on the nature and scope of the issue, and communicated to you in writing prior to processing.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Dewey's Pizza:

8.1 Cancellations Before Preparation Begins

If you contact us to cancel your order before it has entered the preparation stage, you are entitled to a full refund of the order total, including any applicable delivery fees.

8.2 Cancellations After Preparation Has Begun

Once your order has entered preparation, cancellation may not be possible. If you request a cancellation at this stage, we will review the situation and may, at our discretion, offer:

• A partial refund for items not yet prepared
• Store credit for the order value
• No refund if the order is fully prepared and ready for delivery or pickup

8.3 Cancellations of Advance or Scheduled Orders

Orders placed in advance or scheduled for a future date or time may be cancelled for a full refund if the cancellation request is made at least 1 hour before the scheduled order time. Cancellations made within 1 hour of the scheduled time may be subject to the standard preparation-stage cancellation terms.

8.4 Dewey's Pizza Initiated Cancellations

In rare circumstances, we may need to cancel your order due to ingredient unavailability, operational issues, or safety concerns. In such cases, you will receive a full refund to your original payment method, and we will notify you as soon as possible.

9. Exchange Policy

Dewey's Pizza may offer exchanges or order replacements in certain circumstances in lieu of a monetary refund. Exchanges are available when:

• An incorrect item was delivered and you prefer a replacement over a refund.
• A food quality issue is identified and confirmed by our team, and a replacement can be delivered within a reasonable timeframe.
• The customer prefers store credit or a replacement item of equal value.

Exchanges are subject to availability and operational hours. We cannot guarantee replacement delivery outside of our standard service hours. Replacement orders will be prioritized and processed as quickly as possible. If a replacement is not possible due to operational constraints, a refund will be issued instead.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises regarding a charge or transaction, we encourage you to follow the process outlined below:

10.1 Internal Escalation

Contact our management team directly at [email protected] and clearly explain the nature of your dispute, your previous communications with our team, and the resolution you are seeking. Our management team will review all available information and provide a final decision within 3–5 business days.

10.2 Chargeback and Payment Disputes

If you believe a charge on your account is unauthorized or incorrect, you have the right to contact your bank or credit card issuer to initiate a chargeback or dispute process. We ask that you first contact us directly to resolve the matter, as chargebacks can take significantly longer to resolve than our internal review process.

Under the Fair Credit Billing Act (FCBA), consumers in the United States have the right to dispute billing errors with their credit card issuers. Under the Electronic Fund Transfer Act (EFTA), debit card holders also have protections in the event of unauthorized charges.

10.3 Consumer Protection Resources

Customers located in the United States who wish to escalate a consumer complaint may contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing disputes
• Better Business Bureau (BBB): www.bbb.org — for business conduct complaints

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state law. Any legal claims related to transactions with Dewey's Pizza shall be subject to the jurisdiction of the applicable courts in the United States.

11. Customer Responsibilities

To ensure the smooth processing of your refund or exchange request, customers are expected to:

• Report any issues within the timeframes specified in Section 3 of this policy.
• Provide accurate and honest information when submitting a refund request.
• Retain any physical evidence of the issue (e.g., incorrect or unsatisfactory food items) until the matter is resolved, where reasonably possible.
• Cooperate with our customer service team during the review process.

Dewey's Pizza reserves the right to deny refund requests that appear to be fraudulent, made in bad faith, or submitted in violation of this policy. Repeated or abusive refund requests may result in restrictions on future orders.

12. Policy Updates

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

13. Contact Us

If you have any questions, concerns, or requests related to this Refund Policy, please do not hesitate to reach out to our customer support team using the contact information below: