Refund Policy

At Pizza Inn, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making the refund and resolution process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all orders placed through our website at pizza-inn.click, over the phone, or through any other official ordering channel operated by Pizza Inn. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to review this document before completing any purchase.

As a food service business operating in the United States, Pizza Inn complies with applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. Where applicable, residents of California are also protected under the California Consumer Privacy Act (CCPA/CPRA).

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. Pizza Inn evaluates refund requests on a case-by-case basis, taking into account the nature of the issue and the circumstances surrounding the order. You may be eligible for a full or partial refund under the following conditions:

• Your order was incorrect — meaning items delivered or prepared were different from what you ordered.
• Your order arrived in an unsatisfactory condition, such as food being severely undercooked, overcooked, or otherwise inedible due to a preparation error on our part.
• You received a significantly smaller portion than what was advertised or described.
• Your order was never delivered despite confirmation of placement and payment.
• You were charged more than the stated price for an item.
• A technical error on our website resulted in a duplicate charge or erroneous payment.
• Your order was canceled by Pizza Inn due to operational issues, ingredient unavailability, or unforeseen circumstances on our end.

Refund eligibility does not apply to situations where you simply changed your mind after the order was prepared or delivered, or where dissatisfaction is based solely on personal taste preferences.

3. Non-Refundable Items and Services

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

4. Timeframes for Refund Requests

Timeliness is essential when requesting a refund for a food order. Due to the perishable nature of our products, we require that all refund requests be submitted within the following timeframes:

• Wrong or Missing Items: Must be reported within 2 hours of receiving your order.
• Quality Issues (undercooked, inedible, foreign objects): Must be reported within 2 hours of delivery or pickup.
• Non-Delivery: Must be reported within 24 hours of the expected delivery time.
• Duplicate or Erroneous Charges: Must be reported within 7 days of the transaction date.
• Billing Disputes: Must be submitted within 30 days of the charge appearing on your statement.

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

Requesting a refund from Pizza Inn is a simple process. Please follow the steps below to ensure your request is processed promptly:

1. Step 1 — Contact Us: Reach out to our customer support team as soon as possible through one of the following channels:
   • Email: [email protected]
   • Website: pizza-inn.click
2. Step 2 — Provide Order Details: Have the following information ready when you contact us:
   • Your full name and contact information
   • Your order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos of the food (if applicable — strongly recommended for quality complaints)
3. Step 3 — Submit Documentation: If you are reporting a quality issue or incorrect order, please attach photographic evidence where possible. This helps us resolve your claim more efficiently.
4. Step 4 — Await Review: Our team will review your request and respond within 1–3 business days. We may follow up with additional questions to better understand your situation.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund amount and the method through which it will be issued. Refunds will be processed to your original payment method or as store credit, depending on the situation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below:

Please note that while Pizza Inn processes refunds on our end promptly, your financial institution may take additional time to reflect the credit in your account. We have no control over bank processing times once the refund has been initiated from our side.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only certain items in an order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of the items ordered.
• The delivery was significantly delayed but the food was ultimately received and partially consumed.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.
• The customer contributed to the issue (e.g., incorrect address provided), resulting in a shared responsibility scenario.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of the complaint and the value of the affected items. We will always communicate clearly with you before processing a partial refund.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, Pizza Inn does not offer traditional product exchanges in the way that a retail store might. However, we do offer the following alternatives in qualifying situations:

• Order Replacement: If your order was incorrect or arrived in an unsatisfactory condition, we may offer to remake and re-deliver your order at no additional cost, subject to availability and timing constraints.
• Item Substitution Credit: If a specific item is unavailable and a substitution was made without your consent, you may be offered a credit toward a future order of equal or greater value.
• In-Store Credit: In some cases, instead of a cash refund, we may offer store credit that can be applied to a future purchase. This will always be communicated and agreed upon before processing.

Replacement orders are subject to the same quality and preparation standards as original orders and must be requested within the applicable timeframe outlined in Section 4.

9. Cancellation Policy

We understand that plans change, and sometimes you may need to cancel an order. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Please contact us immediately at [email protected] or call us as soon as possible to request cancellation.
• After Preparation Has Begun: Once preparation of your order has started, cancellation may not be possible. In such cases, no refund will be issued unless there are extenuating circumstances reviewed on a case-by-case basis.
• After Dispatch for Delivery: Once an order has been dispatched for delivery, it cannot be canceled and no refund will be issued solely on the grounds of cancellation.

9.2 Catering or Large Group Orders

For catering orders or large group orders placed in advance:

• Cancellations made more than 48 hours before the scheduled time: Full refund.
• Cancellations made 24–48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund due to ingredient procurement and preparation costs already incurred.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Pizza Inn offers a formal dispute resolution process to ensure fairness and transparency.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was insufficient, you may escalate your complaint by:

1. Sending a detailed written explanation to [email protected] with the subject line "Refund Dispute — [Your Order Number]."
2. Including all relevant documentation, including previous correspondence, photos, and your order confirmation.
3. Our management team will review the escalated dispute within 5 business days and provide a written response with our final determination.

10.2 Third-Party Mediation

If you remain unsatisfied after our internal escalation process, you may pursue resolution through the following channels:

• Better Business Bureau (BBB): You may file a complaint at www.bbb.org.
• Federal Trade Commission (FTC): For consumer protection concerns, visit www.ftc.gov or call 1-877-FTC-HELP.
• State Attorney General's Office: Depending on your state of residence, your state's consumer protection division may be able to assist.
• Credit Card Chargeback: You may contact your bank or card issuer to initiate a chargeback if you believe you were charged in error or did not receive what was promised.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Any disputes arising from this policy shall be resolved in accordance with applicable federal and state consumer protection regulations, including the FTC Act.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback through their bank or payment provider. Many issues can be resolved quickly and amicably through our customer service team. Initiating a chargeback without first contacting us may delay resolution and result in additional complications.

If a chargeback is filed and it is determined that the claim was fraudulent or made in bad faith, Pizza Inn reserves the right to take appropriate action, including restricting future orders from that account or pursuing recovery through legal means where permitted by law.

12. Food Safety and Health-Related Complaints

If you believe you experienced a food safety issue, such as finding a foreign object in your food or suffering an allergic reaction due to an undisclosed ingredient, please take the following steps:

1. Seek appropriate medical attention immediately if you are experiencing a health emergency.
2. Preserve any remaining food and packaging as evidence.
3. Contact Pizza Inn immediately at [email protected] to report the incident.
4. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Pizza Inn takes all food safety complaints with the utmost seriousness and will cooperate fully with any regulatory investigations. A full refund will be issued for verified food safety incidents.

13. Changes to This Refund Policy

Pizza Inn reserves the right to update, modify, or revise this Refund Policy at any time. Changes will take effect immediately upon being posted to our website at pizza-inn.click. We encourage customers to review this page periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy, or if you would like to initiate a refund request, please do not hesitate to contact our customer support team using the information below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all refund inquiries within 1–3 business days. For urgent matters, please indicate "URGENT" in the subject line of your email to ensure prompt attention.