Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Overview

This Refund Policy applies to all orders and purchases made through our website at foods-pequods.click, by phone, or in person. By placing an order with Pequod's Pizza, you agree to the terms outlined in this policy. We are committed to ensuring customer satisfaction while maintaining fair and transparent practices in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

We understand that issues can occasionally arise with food orders. Whether it's a missing item, an incorrect order, or a quality concern, we encourage you to reach out to us promptly so we can resolve the matter as efficiently as possible.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following conditions:

• Incorrect Order: You received a different item than what was ordered (e.g., wrong toppings, wrong size, or wrong menu item).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards.
• Damaged Packaging: The food packaging was severely damaged during delivery, rendering the food unsafe or inedible.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your delivery order was never delivered within the expected timeframe and was confirmed lost by our team.
• Allergen Concerns: If a known allergen was included despite being explicitly noted as an exclusion during the ordering process, and this can be verified against your order record.

To be eligible for a refund, you must:

1. Contact us within the specified timeframe outlined in Section 3.
2. Provide your order confirmation number or proof of purchase.
3. Provide a clear description of the issue, and where applicable, photographic evidence.

3. Timeframes for Refund Requests

Timely communication is essential for us to resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these windows may not be eligible for a full refund. However, we encourage you to contact us regardless, and we will do our best to assist you on a case-by-case basis.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind after placing the order.
• Consumed Food: If the majority of a food item has been consumed, it will not be eligible for a refund unless a verifiable quality issue is reported.
• Customized Orders Prepared Correctly: If you requested a custom order and it was prepared exactly as specified, it cannot be returned or refunded.
• Delivery Fees: Delivery charges are generally non-refundable unless the order was never delivered.
• Tips and Gratuities: Any tips or gratuity paid to delivery drivers or staff are non-refundable.
• Promotional or Free Items: Items received as part of a promotion, discount, or complimentary offer are not eligible for cash refunds.
• Gift Cards: Purchased gift card values are non-refundable once the card has been activated or used.

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

To submit a refund request, please follow the steps below:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and any relevant details about the issue. If applicable, take clear photographs of the food or packaging that demonstrates the problem.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the methods listed below. We recommend emailing us for a written record of your request.
   • Email: [email protected]
   • Website: foods-pequods.click
3. Step 3 – Provide Required Details: In your message, include the following:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process: Our team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 24 hours of receipt.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate remedy — whether that is a full refund, partial refund, replacement order, or store credit.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds will depend on your original payment method:

7. Partial Refunds

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

• Only one or a few items from a larger order were affected by a quality or accuracy issue.
• The food was partially consumed before the issue was identified.
• A promotional discount was applied to the original order, and only the discounted amount is eligible for a refund.
• The issue reported does not fully meet the criteria for a complete refund, but a goodwill adjustment is warranted.
• A catering or large order was partially delivered or partially incorrect.

The amount of a partial refund will be determined by our customer service team after reviewing the specifics of your case. We will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In many cases, we prefer to offer a replacement or exchange rather than a monetary refund, particularly when:

• The wrong item was delivered and the correct item can be prepared and sent within a reasonable time.
• An item arrived damaged and a fresh replacement is a more practical solution.
• The customer expresses a preference for a replacement over a refund.

To request an exchange or replacement:

1. Contact us within the timeframe specified in Section 3.
2. Clearly state that you would prefer a replacement rather than a refund.
3. Confirm your delivery address or preferred pickup location if applicable.

Replacements are subject to availability of menu items at the time of the request. In the event that a direct replacement cannot be provided, we will offer a refund or store credit of equal value.

Please note that all exchanges and replacements are offered at the sole discretion of Pequod's Pizza management and are subject to verification of the original claim.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the time-sensitive nature of food preparation.

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparation, you are entitled to a full refund.
• During Preparation: Once your order has entered the preparation stage, cancellations may be subject to a partial charge to cover the cost of ingredients and labor. A partial refund may be issued at our discretion.
• After Dispatch (Delivery Orders): Once your order has been picked up by a delivery driver or is out for delivery, it cannot be cancelled, and no refund will be issued for the food items.

9.2 Catering and Large Group Orders

• More than 72 hours in advance: Full refund will be issued.
• 48 to 72 hours in advance: A partial refund of up to 75% of the order total may be issued.
• 24 to 48 hours in advance: A partial refund of up to 50% of the order total may be issued.
• Less than 24 hours in advance: No refund will be issued, as ingredients and staffing will have already been allocated.

9.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through our website at foods-pequods.click. Please include your order number and reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service or management team. To do so, simply reply to your original refund communication and request an escalation review. We will respond within 48 to 72 business hours with a final internal decision.

10.2 External Dispute Resolution

If you remain unsatisfied after our internal resolution process, you may pursue the following options:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback if you believe you have been charged in error or your consumer rights have been violated.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe there has been a violation of consumer protection laws.
• State Attorney General: You may contact your state's Attorney General office for further consumer protection assistance.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Any disputes arising out of or relating to this policy shall be resolved in accordance with those laws, and parties agree to submit to the jurisdiction of the relevant courts.

11. Consumer Rights Under Applicable Law

Pequod's Pizza operates in full compliance with applicable United States consumer protection regulations, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. Consumers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) with respect to their personal data submitted during the ordering and refund process.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable local, state, or federal law.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will become effective immediately upon posting of the revised policy on our website. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes.

Your continued use of our website or placement of orders following any changes to this policy constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please do not hesitate to contact us using the details below: