Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

This Refund Policy applies to all purchases and orders made through our website punch-newpizza.click, by phone, or in person at Punch Pizza locations. By placing an order with us, you agree to the terms set forth in this policy.

We are committed to providing fresh, high-quality food products and excellent customer service. If you are not completely satisfied with your order, we encourage you to contact us so we can make it right. This policy is designed to be fair, transparent, and compliant with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: Part of your order was not delivered or was missing from your pickup order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not fit for consumption upon delivery or pickup.
• Allergen Concerns: You received a product that contained an allergen not listed or that you specifically requested be excluded, and you reported the issue before consuming the product.
• Damaged Order: The food arrived in a condition that made it inedible due to packaging failure or handling during delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Received: Your delivery order never arrived within the promised delivery window and was confirmed lost by our team.

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3.
• You must provide proof of purchase (order number, receipt, or transaction confirmation).
• Photographic evidence may be required for quality-related claims.
• The claim must be made in good faith and based on a legitimate issue with the order.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes from the time of delivery or pickup:

4. Non-Refundable Items and Situations

The following situations or items are generally not eligible for refunds:

• Change of Mind: You simply changed your mind about your order after it was prepared or delivered.
• Consumed Products: Food items that have been substantially consumed cannot be refunded based on a quality complaint.
• Customization Errors by Customer: If the food was prepared exactly as you requested and you later decide you do not like the customization you chose, no refund will be issued.
• Delivery Delays Beyond Our Control: Delays caused by severe weather, traffic, or other circumstances outside of our control are not grounds for a full refund, though partial accommodations may be offered at our discretion.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or at a heavily discounted rate may not be eligible for a full cash refund but may qualify for store credit.
• Gift Cards and Store Credits: Once issued, gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Platform Orders: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), refund requests must be directed to that platform in accordance with their respective refund policies. Punch Pizza cannot process refunds for third-party orders directly.

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

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

1. Step 1 – Gather Your Information: Collect your order confirmation number, receipt, or proof of payment. If applicable, take clear photographs of the issue (e.g., incorrect item, damaged food, missing item).
2. Step 2 – Contact Us: Reach out to our customer service team using one of the methods below:
   • Email: [email protected]
   • Website: punch-newpizza.click
3. Step 3 – Provide Details: In your refund request, include the following:
   • Your full name
   • Order number or transaction ID
   • 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 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Step 5 – Resolution: Once reviewed, we will notify you of our decision and initiate the appropriate resolution — whether that is a full refund, partial refund, store credit, or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider controls the actual posting of funds to your account. We are not responsible for delays caused by your financial institution.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may be issued when:

• Only one or a few items in a multi-item order were incorrect or defective, and the remaining items were satisfactory.
• The food was partially consumed before the issue was identified.
• A minor quality issue occurred that diminished the experience but did not render the food completely unacceptable.
• A delivery was significantly delayed but ultimately arrived.
• An order contained a minor customization error that was not significant enough to warrant a full refund.

The amount of a partial refund will be determined at our discretion, based on the nature and extent of the issue reported. We will communicate the partial refund amount to you before processing it, and you will have the option to accept it or escalate the matter for further review.

8. Exchange Policy

At Punch Pizza, we understand that sometimes a replacement is preferred over a refund. We offer exchanges under the following conditions:

• Incorrect Items: If you received the wrong pizza, sides, or beverages, we will prepare and deliver/make available the correct item at no additional charge.
• Quality Issues: If your order does not meet our quality standards, we will remake the item and arrange for delivery or pickup at no cost to you.
• Exchanges must be requested within the same timeframes as refunds (see Section 3).
• Exchanges are subject to ingredient and product availability at the time of the request.
• We reserve the right to offer store credit instead of a remake if the requested item is unavailable.

To request an exchange, please contact us using the same process outlined in Section 5. Specify that you prefer a replacement rather than a monetary refund.

9. Cancellation Policy

Orders may be cancelled under the following conditions:

9.1 Cancellations Before Preparation

If you need to cancel your order, please contact us immediately. Orders can be cancelled for a full refund if the cancellation is requested before the order enters the preparation stage. Once our kitchen begins preparing your order, cancellations may not be possible, and the order will be considered non-refundable unless there is a valid quality or accuracy issue.

9.2 Cancellations After Preparation Has Begun

If your order has already been prepared or is in the preparation process, cancellations will not be accepted and no refund will be issued for the prepared items. If you have specific circumstances, please contact us at [email protected] and we will review your case individually.

9.3 Cancellations for Pre-Orders or Catering Orders

For catering or large group orders placed in advance:

• Cancellations made more than 48 hours before the scheduled delivery/pickup time are eligible for a full refund.
• Cancellations made 24–48 hours before the scheduled time may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are non-refundable due to food preparation costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for escalating your concern:

10.1 Internal Escalation

If your initial refund request was denied or if you feel the resolution offered was unsatisfactory, you may request a review by a senior member of our customer service team. To escalate, send a follow-up email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original claim details. A senior representative will review your case within 3–5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge directly with your bank or credit card provider. However, we encourage you to contact us first to resolve the matter, as chargebacks can be a lengthy process and we are committed to resolving valid complaints quickly and fairly.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Prior to initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith negotiation. If informal resolution is not possible, disputes may be submitted to a neutral third-party mediator agreed upon by both parties.

11. Special Circumstances

We recognize that unusual or emergency situations may arise. Punch Pizza reserves the right to make exceptions to this policy at its sole discretion in extraordinary circumstances, including but not limited to natural disasters, public health emergencies, or documented personal hardship. Such exceptions will be evaluated on a case-by-case basis.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or customer service concerns, please contact us through the following channels:

Our customer service team is available to assist you and strives to respond to all refund-related inquiries within 1–2 business days. We value your business and want to ensure every experience with Punch Pizza is a positive one.