Refund Policy

At Pizza Inn, customer satisfaction is at the heart of everything we do. We understand that occasionally an order may not meet your expectations, and we are committed to making things right. 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 purchases made through our website (pizzainn-eat.rest), mobile platforms, in-store, or via any other authorized ordering channel operated by Pizza Inn. By placing an order with us, you agree to the terms outlined in this policy.

We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and applicable state-level consumer protection regulations. Our goal is to resolve every issue fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received 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 not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or provided was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: Your delivery order was never delivered, and no reasonable attempt was made by our delivery team.
• Significant Delay: Your order was delivered substantially later than the quoted delivery time, making the food unreasonably cold or stale upon arrival.
• Allergen Concerns: You received food containing allergens that were clearly disclosed as excluded at the time of ordering, posing a potential health risk.

Refunds will not be issued under the following conditions:

• You simply changed your mind after the order was prepared or dispatched.
• The complaint is based solely on subjective taste preferences not related to food quality.
• You provided an incorrect delivery address and the order was delivered to that address.
• The issue is reported outside the eligible timeframe outlined in Section 3.
• Promotional, discounted, or complimentary items that were received as part of a special offer.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted after these windows may be reviewed at our discretion, but we cannot guarantee a refund will be issued. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is any issue.

4. Non-Refundable Items and Services

The following items and fees are generally non-refundable:

• Delivery Fees: Third-party delivery service fees are non-refundable once the delivery has been dispatched, unless the order was not delivered at all.
• Service Charges: Any platform or convenience fees charged at checkout are non-refundable.
• Tips and Gratuities: Tips paid to delivery drivers are non-refundable under all circumstances.
• Promotional and Free Items: Items provided at no charge as part of a promotion or loyalty reward cannot be refunded.
• Gift Cards and Store Credits: Once purchased and/or redeemed, gift cards and store credits are non-refundable and non-exchangeable for cash.
• Customized Special Orders: Orders with highly specific customizations that were prepared exactly as requested are not eligible for a refund based on preference.

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

If you believe you are entitled to a refund, please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the email address associated with your account or order.
2. Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory item(s). Photos are especially important for food quality and allergen-related claims.
3. Contact Us Promptly: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pizzainn-eat.rest
4. Provide All Relevant Details: In your message, include:
   • Your full name
   • Order confirmation number
   • Date and time of order
   • Description of the problem
   • Supporting photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: Our team will acknowledge your request within 1 business day and begin reviewing your case.
6. Resolution: Once reviewed, we will notify you of our decision and, if approved, initiate the refund or replacement process immediately.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your 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 credit to your account. These timelines are outside of our control. If you have not received your refund after the stated processing window, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing.
• Your order was partially consumed before a quality issue was identified.
• The issue relates to a minor deviation from your order that does not affect the overall meal experience significantly.
• A delivery was substantially delayed but was ultimately received.
• A promotional discount was applied to the original order, in which case only the amount actually paid may be refunded.

Partial refunds will be calculated based on the proportional value of the affected item(s) relative to the total order, minus any non-refundable fees. We will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In lieu of a monetary refund, Pizza Inn may offer to replace or re-make your order in the following circumstances:

• You received the wrong item(s) and a replacement can be prepared and delivered promptly.
• Your food arrived in an unacceptable condition (e.g., crushed, spilled, or significantly damaged during delivery).
• A food safety concern was identified and the item needs to be replaced for health reasons.

Exchanges and replacements are subject to availability and operational hours. If a replacement is not feasible within a reasonable time frame, a full or partial monetary refund will be offered instead. Replacements will be delivered to the same address as the original order at no additional charge. We will not offer a replacement if the original item has been largely or fully consumed.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you will receive a full refund with no cancellation fee.
• During Preparation: If your order is already being prepared when you request a cancellation, we may offer a partial refund or store credit, as ingredients and preparation time have already been committed.
• After Dispatch (Delivery Orders): Once your order has been picked up by a delivery driver, cancellations are not accepted, and no refund will be issued for the food portion of your order. Delivery fees are also non-refundable at this stage.

9.2 How to Cancel

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: pizzainn-eat.rest

Please include your order number and the reason for cancellation. The faster you reach us, the greater the likelihood of a successful cancellation and full refund.

9.3 Catering and Large Group Orders

Cancellations for catering orders or large group orders (typically orders exceeding $100 in value) must be made at least 24 hours in advance of the scheduled pick-up or delivery time. Cancellations made within 24 hours may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter. Here is how disputes are handled:

10.1 Internal Escalation

If your initial request is denied or you feel the resolution offered is inadequate, you may request a formal review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case within 3 business days and provide a final internal determination.

10.2 Chargeback Rights

Under applicable United States consumer protection law and the regulations of the major card networks (Visa, Mastercard, American Express, Discover), you retain the right to file a chargeback with your bank or credit card issuer if you believe a charge was unauthorized or if we have failed to honor our refund obligations. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues directly and promptly.

10.3 FTC and State Consumer Protection Resources

If you believe we have engaged in deceptive or unfair business practices, you may also file a complaint with:

• The Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office or applicable state consumer protection agency.

10.4 Informal Dispute Resolution

We strongly prefer to resolve all disputes amicably and without the need for formal legal proceedings. Before initiating any legal action, both parties agree to make a good-faith effort to resolve the matter through direct communication for a period of at least 30 days.

11. Fraudulent Claims

Pizza Inn takes fraudulent refund claims seriously. Any customer found to be making false, misleading, or repeated fraudulent refund claims may have their account suspended or permanently banned from our platform. We reserve the right to report suspected fraud to appropriate law enforcement authorities where warranted.

12. Changes to This Policy

Pizza Inn reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzainn-eat.rest with the updated effective date. Continued use of our services after such 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-related inquiries, cancellations, exchanges, or complaints, please contact our customer support team using the details below:

Our customer support team is available to assist you and will respond to all inquiries within 1 business day. We are dedicated to ensuring every customer has a positive experience with Pizza Inn, and we appreciate your patience and understanding as we work to resolve your concerns.