Refund Policy

Effective Date: May 6, 2026 | Last Updated: May 6, 2026

1. Introduction

Welcome to Dewey's Pizza. We are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions where an order does not meet your expectations, and we want to make the resolution process as straightforward as possible.

This Refund Policy applies to all orders placed online through deweyspizza-food.rest, by phone, or through any affiliated third-party delivery platform that directs customers to our services. By placing an order with Dewey's Pizza, you agree to the terms outlined in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. If you are located in California, additional rights may apply to you under the California Consumer Protection regulations.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider refund requests under the following conditions:

• Incorrect Order: You received an item or 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 missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Order: The food was significantly damaged or improperly packaged, making it inedible or unsafe to consume.
• Delayed Delivery: Your order was delivered significantly beyond the estimated delivery time, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your order was confirmed but never delivered, and you were not contacted by our team regarding the issue.

To be eligible for a refund, you must provide reasonable evidence of the issue, such as photographs of the incorrect or damaged food, a description of the problem, and your order confirmation number.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your concern. Please adhere to the following timeframes when submitting a refund request:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to review their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Customized Orders Consumed: If you have consumed a significant portion of your customized order before raising a complaint (unless there is a genuine safety or quality concern), a refund may be denied.
• Delivery Fees: Delivery fees are non-refundable once the delivery driver has been dispatched, except in cases where the order was never delivered through no fault of the customer.
• Third-Party Platform Orders: Orders placed through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) that are subject to those platforms' own refund policies are handled by those platforms and may not be eligible for a refund directly from Dewey's Pizza.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotional offer may be subject to different or restricted refund terms, which will be disclosed at the time of purchase.
• Incorrect Address Provided by Customer: If an order was delivered to the wrong address because the customer provided incorrect delivery information, Dewey's Pizza will not be liable for a full refund.
• Requests Beyond the Stated Timeframe: Refund requests submitted after the eligible reporting window has closed will not be processed.

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

Follow these steps to submit a refund request to Dewey's Pizza:

1. Step 1: Gather Your Information

   Before contacting us, collect the following details: your full name, order confirmation number, date and time of the order, delivery address, a description of the issue, and any supporting photos or evidence.

2. Step 2: Contact Us

   Reach out to our customer support team using one of the following methods within the applicable timeframe:

   • Email: [email protected]
   • Website: deweyspizza-food.rest (use the Contact or Support page)
3. Step 3: Provide Details

   In your message or call, clearly state your order number, the nature of the issue, and what resolution you are requesting (refund, replacement, store credit, etc.). Attach any photos or documentation that support your claim.

4. Step 4: Review and Investigation

   Our customer service team will review your request. We aim to acknowledge all refund inquiries within 1–2 business days. In some cases, we may reach out to you for additional information or clarification.

5. Step 5: Resolution

   Once our review is complete, we will notify you of the outcome of your request. If approved, your refund, replacement, or store credit will be processed as described in the sections below.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method. Please refer to the table below:

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. Dewey's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (refund applies only to the affected items).
• Food quality was partially compromised but not entirely inedible (e.g., one item out of several was affected).
• The customer partially consumed the order before identifying an issue that would otherwise warrant a refund.
• A promotional discount was applied to the order, and the refund is adjusted accordingly to reflect the actual amount paid for the specific item(s) in question.
• A delivery fee was already partially incurred before the issue arose.

Our customer service team will assess each case individually and communicate the refund amount clearly before processing. You will have the opportunity to discuss the proposed resolution before it is finalized.

8. Exchange Policy

In many cases where food items are incorrect or unsatisfactory, Dewey's Pizza may offer a replacement or exchange rather than, or in addition to, a monetary refund. Our exchange policy works as follows:

• Replacement Orders: If you received an incorrect item, we will prepare and deliver the correct item as quickly as possible, subject to operational availability and delivery zone constraints.
• Same-Value Exchange: If you prefer a different item of equal or lesser value in place of a refund, we can accommodate that request where feasible.
• Store Credit: As an alternative to a cash refund, we may offer store credit equivalent to the value of the affected item(s). Store credit can be applied to future orders at deweyspizza-food.rest and does not expire for 12 months from the date of issuance.

Exchanges are subject to item availability and the operational capacity of the relevant location at the time of the request. We cannot guarantee immediate replacement delivery during peak business hours.

9. Cancellation Policy

We understand that plans change. Below is our policy regarding order cancellations:

9.1 Cancellations Before Preparation Begins

If you contact us to cancel your order within 5 minutes of placing it and before our kitchen has begun preparing your food, we will issue a full refund to your original payment method. Given the fast-paced nature of food preparation, this window is limited.

9.2 Cancellations After Preparation Has Begun

If your order has already entered the preparation phase, we are unable to guarantee a full cancellation. In these cases:

• A partial refund may be issued for items not yet prepared.
• The cost of items already in preparation will generally not be refunded.
• Delivery fees, if applicable, will not be refunded once a driver has been dispatched.

9.3 Cancellations Due to Dewey's Pizza

In rare circumstances, Dewey's Pizza may need to cancel your order due to ingredient unavailability, operational issues, or circumstances beyond our control. In such cases, you will be notified promptly, and a full refund will be issued to your original payment method within the applicable processing timeframe.

9.4 How to Cancel

To request a cancellation, contact us immediately via:

• Email: [email protected]
• Website: deweyspizza-food.rest

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza has a structured dispute resolution process to ensure your concerns are addressed fairly.

10.1 Internal Escalation

If our initial response does not resolve your concern, you may request escalation to a senior customer service representative or manager. To do so, reply to our initial response email or contact us directly and reference your original complaint number. We will escalate your case and aim to provide a final internal decision within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you retain the right to initiate a chargeback through your bank or credit card issuer if you believe you have been wrongfully charged. However, we encourage you to contact us first, as many issues can be resolved more quickly through direct communication. Initiating a chargeback without first attempting to resolve the issue with us may result in the suspension of your account.

10.3 FTC and Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact your state's Attorney General office. California residents may also seek recourse through the California Department of Consumer Affairs.

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation and, if necessary, informal mediation. This does not limit your statutory rights as a consumer.

11. Special Circumstances

Dewey's Pizza recognizes that certain situations may fall outside the standard parameters of this policy. We review all refund requests on a case-by-case basis and reserve the right to make exceptions where warranted by extraordinary circumstances, such as health and safety concerns, significant technical errors on our platform, or verified systemic issues with a specific order batch.

In cases involving potential food safety issues, we take all concerns extremely seriously. If you believe that consuming our food has caused illness or a health concern, please contact us immediately and also report the issue to your local health department as appropriate.

12. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at deweyspizza-food.rest. We encourage you to review this page periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or disputes, please reach out to our customer support team using the contact details below. We are committed to responding to all inquiries in a timely and professional manner.