Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Overview

This Refund Policy applies to all orders placed through our website pizzafactory-fresh.click, by phone, or in-person at Pizza Factory locations. Because we deal in perishable food products, our refund policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state food service regulations.

By placing an order with Pizza Factory, you acknowledge and agree to the terms outlined in this Refund Policy. We encourage you to review your order carefully before completing your purchase.

2. Eligibility Conditions for Refunds

We will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are 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.
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to acceptable standards at the time of delivery or pickup.
• Damaged or Tampered Packaging: Your order arrived with packaging that was clearly damaged, opened, or compromised in a way that affects the safety or quality of the food.
• Significant Delay: Your delivery order arrived significantly later than the estimated delivery time quoted at checkout, resulting in food that is cold or unfit for consumption.
• Allergy or Dietary Concerns: You specifically requested an allergen-free or dietary modification (e.g., gluten-free crust, no dairy) that was not honored, posing a health risk.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

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

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund, as we are unable to verify the condition of the food or the nature of the issue once a significant amount of time has passed.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer has consumed more than half of the food before raising a complaint.
• Orders where the customer provided incorrect delivery address information at the time of checkout.
• Customized or specially made items where the error was not made by Pizza Factory (e.g., customer selected incorrect toppings).
• Orders where a customer simply changed their mind after the food was prepared.
• Promotional items, free add-ons, or complimentary extras included with an order.
• Delivery fees in cases where the delivery was successfully completed but the customer is dissatisfied with the food only (the food refund will be assessed separately).
• Gift cards, vouchers, or promotional credits once redeemed or used.
• Requests made after the applicable deadline stated in Section 3.

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

Follow these steps to submit a refund request:

1. Step 1 – Document the Issue: Before contacting us, take clear photographs of the food or packaging that illustrates the problem. This documentation will help us process your request faster and more accurately.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the methods listed below within the applicable timeframe (see Section 3). Provide your full name, order number, date and time of the order, a description of the issue, and any supporting photos.
   • Email: [email protected]
   • Website: pizzafactory-fresh.click
3. Step 3 – Review and Acknowledgment: Once we receive your request, our team will acknowledge receipt within 24 hours during business hours. We may ask for additional information to verify the claim.
4. Step 4 – Investigation: Our customer service team will review your request, examine any photos or evidence provided, and consult with the relevant location's kitchen team if necessary. This process typically takes 1–3 business days.
5. Step 5 – Decision and Resolution: You will receive written notification of our decision via the email address associated with your order. If approved, we will inform you of the refund amount and the method of reimbursement (see Section 6).
6. Step 6 – Refund Processed: Once approved, your refund will be initiated according to the processing times outlined in Section 6.

6. Refund Processing Times by Payment Method

Approved refunds will be returned to the original payment method used at the time of purchase. Processing times vary by payment type:

Please note that while we initiate the refund promptly, the time it takes for the funds to appear in your account is also dependent on your bank or payment processor and is beyond our control.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one pizza out of three was wrong).
• The food quality issue affected only one item in a multi-item order.
• A minor error was made (e.g., one topping was missing from a pizza) that does not warrant a full refund.
• The delivery was delayed, but the food was still in acceptable condition upon arrival.
• The customer contributed partially to the issue (e.g., provided incomplete customization instructions).

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) within the total order. Our customer service team will communicate the exact partial refund amount to you before processing.

8. Exchange Policy

In many cases, especially for dine-in and carry-out orders, we are happy to remake your order rather than issue a monetary refund. Here is how our exchange/remake policy works:

• Remakes for Dine-In: If your order is incorrect or does not meet our quality standards, notify your server or the front counter staff immediately, and we will remake the item at no charge.
• Remakes for Carry-Out: If you discover an issue with your carry-out order before leaving the premises, we will remake the item immediately upon inspection. If you have already left, contact us within 2 hours and we may arrange a remake at your next visit.
• Remakes for Delivery: Due to food safety regulations and the perishable nature of our products, we cannot accept returns of delivered food. However, in eligible cases, we may offer a replacement order on your next delivery at no additional charge, subject to availability.
• No Like-for-Like Substitutions: Exchanges are limited to the same item or a comparable item of equal or lesser value. Upgrades may require payment of the price difference.

9. Cancellation Policy

We begin preparing your order almost immediately after it is confirmed, so cancellation opportunities are limited.

9.1 Online and Phone Orders

• Cancellation within 5 minutes of ordering: If you contact us within 5 minutes of placing your order and the food preparation has not yet begun, we will cancel your order and issue a full refund.
• Cancellation after 5 minutes: Once food preparation has begun, cancellations are generally not accepted. In exceptional circumstances, a store credit or partial refund may be offered at management's discretion.
• Cancellation of future/scheduled orders: If you have scheduled an order in advance, you may cancel up to 1 hour before the scheduled preparation time for a full refund.

9.2 Catering and Large Group Orders

• Catering orders cancelled 48 hours or more before the scheduled fulfillment time: Full refund.
• Catering orders cancelled 24–48 hours before fulfillment: 50% refund.
• Catering orders cancelled less than 24 hours before fulfillment: No refund, as ingredients and labor will have already been committed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

10.1 Internal Escalation

First, request that your case be escalated to a Pizza Factory manager or regional supervisor. Submit your escalation request in writing to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original ticket or case number. A senior team member will review the matter and respond within 3 business days.

10.2 External Dispute Resolution

If internal resolution is unsuccessful, you may pursue the following external options:

• Credit Card Chargeback: If you paid by credit or debit card, you have the right to dispute the charge with your card issuer under applicable banking regulations. We ask that you attempt to resolve the issue with us directly before initiating a chargeback, as chargebacks can be costly for small businesses.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe our practices constitute unfair or deceptive trade practices under the FTC Act.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.
• State Attorney General: You may contact your state's Attorney General office for consumer protection assistance.
• Small Claims Court: For unresolved disputes involving amounts within your state's small claims court limit, you may file a claim in the appropriate court in the jurisdiction where you reside.

10.3 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Consumer protection provisions of the Federal Trade Commission Act (15 U.S.C. § 45) apply to all transactions. If you are a California resident, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

11. Fraud Prevention

Pizza Factory reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. We monitor refund patterns and may suspend or permanently ban accounts or customers who engage in repeated fraudulent refund claims. We may also report fraudulent activity to appropriate law enforcement authorities as required by law.

12. Changes to This Refund Policy

Pizza Factory reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at pizzafactory-fresh.click with an updated effective date. Your continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or complaints, please contact us using the following details: