Refund Policy

Effective Date: July 8, 2026 | Last Updated: July 8, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website at punchpizzahot.click, by phone, or through any authorized third-party delivery platforms associated with Punch Pizza. By placing an order with us, you agree to the terms outlined in this policy. We strive to handle all refund and complaint situations fairly, promptly, and professionally.

As a food service business operating in the United States, we comply with applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers in California also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) as applicable.

2. Eligibility Conditions for Refunds

We want every customer to have a great experience with Punch Pizza. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong pizza, wrong toppings, wrong size, or missing items).
• Poor Food Quality: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Missing Items: Items you paid for were not included in your order upon delivery or pickup.
• Damaged Food: The food arrived in a condition that makes it unsuitable for eating due to damage during preparation or delivery.
• Unauthorized Charges: A charge was made to your payment method that you did not authorize.
• Order Not Delivered: Your order was confirmed and charged but never delivered within a reasonable timeframe and without explanation.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, causing the food to be cold or unacceptable in quality.
• Allergen Issues: If an allergen was present in your food despite you having clearly specified an allergy in your order, we take this extremely seriously and will evaluate such cases individually.

3. Timeframes for Refund Requests

To ensure we can investigate and resolve your issue effectively, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund at our discretion. We encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

While we aim to resolve all customer concerns fairly, there are certain situations where refunds will not be issued:

• Change of Mind: Refunds will not be provided simply because you changed your mind after the order was prepared or delivered.
• Incorrect Address Provided: If you provided an incorrect delivery address at the time of ordering and the order was delivered to that address, we cannot issue a refund.
• Customization Errors by Customer: If you made a mistake when customizing your order (e.g., selected the wrong toppings yourself), this does not qualify for a refund.
• Food Already Consumed: Refunds will generally not be issued for food that has been substantially consumed unless there is a documented quality issue.
• Delays Caused by Third Parties: Delivery delays caused by third-party delivery services (not under our direct control) may not be eligible for a full refund, though we will work with you to find an appropriate resolution.
• Force Majeure Events: Delays or cancellations caused by circumstances beyond our control, including severe weather, natural disasters, or public emergencies, are not grounds for a refund.
• Promotional or Discounted Items: Orders placed using promotional codes or significant discounts may have limited refund eligibility, as specified at the time of the promotion.
• Catering Deposits: Deposits made for catering orders may be non-refundable depending on how far in advance the cancellation is made (see Cancellation Policy below).

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

Follow these steps to submit a refund request with Punch Pizza:

1. Step 1 — Gather Your Information: Before contacting us, collect the following:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
   • The payment method used for the order
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: punchpizzahot.click
3. Step 3 — Submit Your Request: Provide all gathered information clearly. Include your full name, contact details, order number, the nature of the issue, and any supporting evidence such as photographs.
4. Step 4 — Await Confirmation: Once we receive your request, we will send you an acknowledgment within 1 business day confirming that we have received your complaint and are reviewing it.
5. Step 5 — Review and Resolution: Our team will investigate your claim. We may contact you for additional information if necessary. You will receive a resolution decision within 3–5 business days of your initial request.
6. Step 6 — Refund Issued: If your refund request is approved, we will process the refund using the original payment method or offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money back depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to post the funds to your account. Punch Pizza is not responsible for any delays caused by financial institutions.

7. Partial Refunds

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

• Only certain items in your order were incorrect, missing, or of poor quality, while the rest of the order was acceptable.
• The food quality was below standard but the order was still partially consumed.
• A delivery delay affected only a portion of the order (e.g., part of the order was cold but another part was satisfactory).
• A promotional discount or coupon was applied to the original order, and the refund will reflect the actual amount paid for the affected item(s).

The amount of a partial refund will be determined by Punch Pizza at our reasonable discretion, based on the nature of the issue and the value of the affected items. We will always communicate the refund amount to you before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or exchange specific items. Our exchange policy works as follows:

• Replacement Orders: If your food was incorrect or of poor quality, we may offer to prepare and deliver a replacement order at no additional charge. This option is typically available for local delivery or pickup orders.
• Item Substitution: If a specific item was incorrect, we may offer to deliver the correct item, subject to availability and your location.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order. Store credits do not expire for 12 months from the date of issue.
• Customer Choice: Where possible, we will give you the option to choose between a replacement, store credit, or a monetary refund, depending on your preference and the circumstances of your case.

Exchanges and replacements are subject to operational hours and availability. We cannot guarantee immediate replacement delivery in all cases.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for different order types:

9.1 Standard Online Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation stage.
• Cancellation after 5 minutes: Once your order has entered the preparation queue, cancellations may not be possible. We will attempt to cancel the order if you contact us immediately, but a refund cannot be guaranteed.
• Order in Transit: Once an order has been dispatched for delivery, cancellations are not accepted and no refund will be issued for that order.

9.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of any deposit or prepayment made.
• 48–72 hours before the event: 50% refund of the deposit or prepayment.
• Less than 48 hours before the event: No refund of the deposit. The balance due may be waived at our discretion.
• Day-of cancellation: No refund. Full payment may be required if preparation has already commenced.

To cancel an order, please contact us as soon as possible via email at [email protected] or visit our website at punchpizzahot.click.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you have the right to escalate your concern. The following dispute resolution process applies:

10.1 Internal Escalation

If your initial complaint is not resolved to your satisfaction, you may request that your case be escalated to a senior member of our management team. Please indicate clearly in your follow-up communication that you wish to escalate the matter. We commit to reviewing escalated cases within 5 business days.

10.2 Chargeback Rights

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe a charge was unauthorized or if we have failed to resolve a legitimate dispute. However, we encourage you to contact us first, as chargebacks can take significantly longer to resolve and may result in additional complications. We will cooperate fully with any chargeback investigation initiated by your financial institution.

10.3 Consumer Protection Agencies

As a business operating in the United States, customers also have the right to file complaints with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General's Consumer Protection Division

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Punch Pizza operates. Any disputes that cannot be resolved informally shall be subject to the jurisdiction of the applicable courts.

11. Policy Updates

Punch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at punchpizzahot.click with an updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the details below. Our customer service team is happy to assist you and will respond as promptly as possible.