Refund Policy

Last Updated: May 20, 2026

1. Introduction

At Punch Pizza, we are committed to delivering a satisfying dining experience with every order. We take great pride in the quality of our food and services. However, we understand that issues may occasionally arise, and we have established this Refund Policy to ensure that our customers are treated fairly and transparently.

This policy applies to all orders placed through our website punchpizza-eat.click, by phone, or through any authorized third-party delivery platform associated with Punch Pizza. Our goal is to resolve any concerns quickly and professionally in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was never received and delivery confirmation cannot be established.
• The wrong items were delivered that do not match what was ordered.
• The food delivered was significantly different in quality from what was described on our menu.
• The food arrived in a condition that renders it unfit for consumption (e.g., spoiled, contaminated, or severely damaged during transit).
• You were charged more than once for the same order due to a technical or billing error.
• Your order was canceled by Punch Pizza due to unavailability of items or operational issues on our end.

To be eligible for a refund, the concern must be reported within the specified timeframe outlined in Section 3. Refund requests submitted outside of the eligible window may not be honored at our discretion.

3. Timeframes for Refund Requests

Timely reporting is essential to our ability to investigate and process your refund. The following timeframes apply:

Refund requests submitted after these timeframes will be evaluated on a case-by-case basis, and Punch Pizza reserves the right to decline requests that fall outside the eligible reporting windows.

4. Non-Refundable Items and Services

Certain items and scenarios are not eligible for a refund under this policy. These include but are not limited to:

• Change of mind: Refunds will not be issued simply because you changed your mind after placing an order that has already entered preparation.
• Incorrect delivery address: If an incorrect delivery address was provided at the time of ordering and delivery was completed to that address, no refund will be issued.
• Customization errors by the customer: If incorrect customizations, toppings, or special instructions were submitted by the customer during the ordering process, Punch Pizza will not be responsible for the resulting product.
• Promotional and discounted items: Orders placed using promotional codes or discounts that were applied incorrectly by the customer are non-refundable.
• Delivery fees: Delivery and service fees are generally non-refundable unless the non-delivery was due to a fault of Punch Pizza or an authorized delivery partner.
• Partially consumed orders: Refunds will not be processed for food items that have been substantially consumed before the complaint is raised.
• Gift cards and store credits: These items are non-refundable and non-transferable once purchased or issued.

5. How to Request a Refund — Step-by-Step

To request a refund from Punch Pizza, please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as the issue is identified, within the applicable timeframe. You can contact us via:
   • Email: [email protected]
   • Website: punchpizza-eat.click
2. Step 2 — Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Delivery address used
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence: Where applicable, attach photographs of the incorrect or unsatisfactory food items, screenshots of duplicate charges, or any other documentation that supports your claim.
4. Step 4 — Receive Acknowledgment: Our team will acknowledge your refund request within 1 business day and begin an internal review of the information provided.
5. Step 5 — Review and Decision: After reviewing your submission, Punch Pizza will notify you of our decision within 3–5 business days. We may contact you for additional information if needed.
6. Step 6 — Refund Issued: If your request is approved, the refund will be processed using the original payment method or as store credit, depending on the circumstances and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time varies depending on the payment method used at the time of purchase:

Please note that while Punch Pizza processes refunds promptly upon approval, the actual credit appearance in your account may depend on your bank or financial institution's processing schedules. Punch Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These include:

• Only a portion of the order was incorrect, missing, or unsatisfactory while the rest was delivered accurately.
• A food quality issue affected only one or a few items in a larger order.
• A discount or promotional offer was already applied to the order, and the refund amount will be adjusted accordingly.
• The customer accepted and consumed a portion of the order before reporting an issue with the remaining items.

The value of partial refunds will be calculated based on the individual item prices listed on the menu at the time of the order. Punch Pizza reserves the right to determine the appropriate partial refund amount after completing its internal review.

8. Exchange Policy

Punch Pizza does not offer direct product exchanges in the traditional retail sense, as our products are freshly prepared food items. However, in cases where the wrong items were delivered, we may offer the following resolutions at our discretion:

• Re-delivery: We may arrange for the correct items to be delivered at no additional charge, subject to availability and delivery area constraints.
• Store Credit: If re-delivery is not feasible, you may be offered store credit equivalent to the value of the incorrect or missing items.
• Refund: If neither re-delivery nor store credit is acceptable, a monetary refund to the original payment method may be processed.

Please note that re-delivery requests are subject to our operating hours and must be requested on the same day as the original order. Punch Pizza will make every reasonable effort to accommodate re-delivery requests, but cannot guarantee availability in all cases.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while respecting the operational realities of food preparation:

9.1 Customer-Initiated Cancellations

• Within 5 minutes of placing the order: If your order has not yet entered the preparation stage, you may cancel it for a full refund by contacting us immediately at [email protected].
• After preparation has begun: Once food preparation has commenced, we are unable to issue a full refund. A partial refund may be considered at our discretion, covering only the unstarted portion of a multi-item order.
• After dispatch/delivery: Orders that have already been dispatched or delivered cannot be canceled.

9.2 Punch Pizza-Initiated Cancellations

In rare situations, Punch Pizza may need to cancel an order due to reasons such as:

• Unavailability of a key ingredient
• Technical errors in pricing or order processing
• Inability to fulfill delivery in the requested area
• Unforeseen operational disruptions

In all such cases, the customer will be notified as soon as possible, and a full refund will be issued to the original payment method.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Punch Pizza provides a structured dispute resolution process to ensure a fair and transparent review:

1. Step 1 — Internal Appeal: Submit a written appeal to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Include your original refund request details and the reason you are disputing the decision. Our management team will review the appeal within 5 business days.
2. Step 2 — Escalation: If the internal appeal does not resolve the matter to your satisfaction, you may request escalation to a senior member of our customer relations team. We will acknowledge escalation requests within 2 business days and aim to resolve them within 10 business days.
3. Step 3 — External Remedies: If the dispute remains unresolved after exhausting internal channels, you have the right to pursue external remedies, including:
   • Filing a complaint with the Federal Trade Commission (FTC) at ftc.gov
   • Filing a complaint with your state's consumer protection agency
   • Initiating a chargeback process through your bank or credit card provider

11. Consumer Rights Under United States Law

Customers located in the United States are protected under applicable federal and state consumer protection laws. Punch Pizza operates in full compliance with:

• The FTC Act (15 U.S.C. § 45): Which prohibits unfair or deceptive acts or practices in commerce, ensuring that our refund policies and communications are honest and transparent.
• State Consumer Protection Statutes: Depending on your state of residence, additional consumer rights may apply. We encourage you to familiarize yourself with your state's specific consumer protection laws.
• Credit Card Chargeback Rights: Under the Fair Credit Billing Act (FCBA), you have the right to dispute billing errors with your credit card issuer within 60 days of the statement date.

Nothing in this Refund Policy is intended to limit, exclude, or restrict any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

12. Policy Modifications

Punch Pizza reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at punchpizza-eat.click. 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 changes. Continued use of our services after any modifications constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, disputes, or questions regarding this policy, please contact our customer support team through any of the following channels: