Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Introduction

Dewey's Pizza ("we," "us," "our," or "the Company") is committed to delivering high-quality food and a positive customer experience. We understand that issues can occasionally arise with food orders, and we want to ensure that every concern is addressed fairly, promptly, and professionally.

This Refund Policy applies to all orders placed through our website pizzadeweys-eat.digital, over the phone, or through any authorized ordering platform associated with Dewey's Pizza. By placing an order with us, you agree to the terms set forth in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and any relevant state regulations pertaining to food service businesses and consumer rights.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Dewey's Pizza experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is 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 delivered or included in your pickup order.
• Food Quality Issues: The food delivered or prepared did not meet reasonable quality standards (e.g., pizza was significantly undercooked, overcooked, or otherwise inedible).
• Food Safety Concerns: You discovered a foreign object in your food or have a reasonable food safety concern directly related to the order received.
• Order Not Delivered: A confirmed delivery order was never received and cannot be confirmed as delivered by our delivery team or third-party platform.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Unauthorized Transactions: A charge was made to your account that you did not authorize.

To be eligible for a refund, you must contact us within the applicable timeframe outlined in Section 3 of this policy and provide sufficient details about your order and the issue encountered.

3. Timeframes for Refund Requests

We require that refund requests be submitted within specific timeframes to ensure we can properly investigate and resolve your concern. The following time limits apply:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we will still review each situation on a case-by-case basis and may offer a courtesy credit or partial resolution at our discretion.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order that has already been prepared.
• Customized Orders Prepared Correctly: If you ordered a customized pizza (e.g., specific toppings, special requests) and the order was prepared exactly as specified, the order is non-refundable.
• Partially Consumed Items: If you have eaten a significant portion of the food before reporting a quality concern, a full refund may not be available. We may offer a partial refund depending on the circumstances.
• Catering or Large Group Orders: Special event catering orders or large group orders that have been fully prepared and delivered per the agreed specifications are generally non-refundable.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Promotional Items and Free Add-Ons: Complimentary items provided as part of a promotion are not subject to refunds.
• Third-Party Platform Orders: If your order was placed through a third-party delivery app (e.g., DoorDash, Uber Eats, Grubhub), refund requests must be submitted directly to that platform, as we do not control their billing systems.

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

Requesting a refund from Dewey's Pizza is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Order Information: Before contacting us, have your order confirmation number, the date and time of your order, and the payment method you used readily available.
2. Step 2 — Document the Issue: If possible, take a clear photograph of the incorrect, missing, or unsatisfactory item. Visual documentation greatly helps us process your request faster.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzadeweys-eat.digital
4. Step 4 — Provide Details: When contacting us, include the following information:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Any supporting photos (if applicable)
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Review Process: Our customer service team will review your request and respond within 1–3 business days with a decision or any additional questions needed to resolve the matter.
6. Step 6 — Resolution: If your refund is approved, we will process it according to the timeframes described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. These delays are outside of our control. If you have not received your refund within the stated timeframe, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Dewey's Pizza may issue a partial refund under the following conditions:

• Only a portion of your order had an issue (e.g., one pizza out of a multi-item order was incorrect).
• The food item had a minor quality concern that did not render the entire order unsatisfactory.
• A significant portion of the food was consumed before the issue was reported.
• The issue was partially the result of customer error (e.g., an incorrect address was provided for delivery).
• A promotional discount or coupon was applied to the order, and only the net paid amount is eligible for refund.

The amount of any partial refund will be calculated based on the value of the affected items relative to the total order, minus any applicable fees or discounts already applied.

8. Exchange Policy

In many cases, rather than a monetary refund, we are happy to offer a replacement or exchange for items that did not meet your expectations. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong pizza or wrong item, we will promptly prepare and deliver or make available the correct item at no additional charge, subject to availability and operating hours.
• Quality Issues: If your order did not meet our quality standards, we may offer to remake the item at no cost to you. This exchange must be requested within 2 hours of receipt of the original order.
• Timing of Exchange: Exchanges are processed during our regular business hours. If a replacement cannot be provided the same day, we will issue a store credit equivalent to the value of the affected item for use on a future order.
• Exchange vs. Refund: If you prefer a monetary refund over an exchange, that preference will be honored subject to the eligibility conditions outlined in Section 2 of this policy.

9. Cancellation Policy

We understand that plans can change. Here is how we handle order cancellations at Dewey's Pizza:

9.1 Cancellations Before Order 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 amount paid. Because our kitchen teams work quickly, this window is typically very short — often only a few minutes after the order is placed. We recommend contacting us immediately if you need to cancel.

9.2 Cancellations After Order Preparation Has Begun

If your order is already being prepared in our kitchen, we are unable to cancel the order and provide a full refund. Depending on the stage of preparation, we may offer a partial refund or store credit at our discretion.

9.3 Cancellations for Delivery Orders

Once an order has been dispatched for delivery, it cannot be cancelled. If there is a genuine issue upon receipt of your order, please refer to the refund eligibility conditions in Section 2.

9.4 Catering and Large Order Cancellations

For catering or bulk orders, cancellations must be made at least 48 hours in advance of the scheduled pickup or delivery time to receive a full refund. Cancellations made within 24–48 hours may be subject to a 25% cancellation fee. Cancellations made less than 24 hours before the scheduled time are non-refundable, as food and staff resources will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza is committed to working with you to reach a fair and reasonable resolution. Please follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request was denied or you believe you were not treated fairly, you may request an escalation review by emailing us at [email protected] with the subject line "Refund Dispute — Escalation Request." Please include all prior correspondence and any additional information supporting your claim. A senior team member will review your case within 5 business days.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable credit card network rules, you have the right to dispute a charge with your card issuer or bank if you believe an error has occurred. We encourage you to contact us first to attempt resolution, as chargebacks initiated without first contacting us may take longer to resolve. We will cooperate fully with any legitimate chargeback investigation.

10.3 FTC Complaint and Consumer Protection

As a food business operating in the United States, Dewey's Pizza is subject to the Federal Trade Commission Act, which prohibits unfair or deceptive business practices. If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission at ftc.gov/complaint. You may also contact your state's Attorney General's office for additional consumer protection assistance.

10.4 Alternative Dispute Resolution

For unresolved disputes, both parties agree to attempt resolution through good-faith negotiation prior to pursuing any formal legal action. If an agreeable resolution cannot be reached, disputes may be submitted to a neutral third-party mediator. The costs of mediation will be shared equally unless otherwise agreed.

11. Special Circumstances

We recognize that certain situations fall outside our standard policy, and we are committed to handling them with care and empathy. These may include:

• Allergic Reactions: If you experience an allergic reaction that you believe is related to our food, please seek medical attention immediately and contact us as soon as possible. We take food safety and allergen concerns extremely seriously and will conduct an internal investigation.
• Extreme Weather or Service Disruptions: In cases where delivery delays or failures are caused by extreme weather events or circumstances beyond our control, we will evaluate refund requests on a case-by-case basis.
• Technical Errors on Our Website: If a technical error on our website results in an incorrect charge or duplicate order, we will issue a full refund without question upon verification.

12. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzadeweys-eat.digital with a revised effective date. Your continued use of our services following any updates constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the information below. We are here to help and are committed to resolving your concern as quickly as possible.