Refund Policy

Last Updated: May 20, 2026

1. Introduction

Welcome to Dewey's Pizza. We are committed to delivering fresh, high-quality food and an exceptional dining experience with every order. However, we understand that issues can occasionally arise. This Refund Policy has been established to ensure a fair, transparent, and consistent process for handling refund requests, cancellations, and complaints related to your purchases.

This policy applies to all purchases made through our website (pizzadeweys-eat.rest), our mobile ordering platform, over the phone, or in person at our location. By placing an order with Dewey's Pizza, you agree to the terms outlined in this policy.

Our practices comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level consumer protection regulations.

2. Refund Eligibility Conditions

We want every customer to be fully satisfied with their order. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Poor Food Quality: The food was demonstrably undercooked, overcooked, or otherwise unfit for consumption due to a preparation error on our part.
• Significant Delivery Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, and the food quality was materially affected as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was confirmed and paid for but never delivered and was not picked up by you.
• Allergen Concerns: If you specified an allergen restriction at the time of ordering and your order contained that allergen due to our error, you are entitled to a full refund and we will take the matter extremely seriously.

Refund eligibility is subject to review and verification by our team. We reserve the right to request photographic evidence or other documentation to support your claim.

3. Non-Refundable Items and Situations

The following situations and items are generally not eligible for a refund:

• Orders where you simply changed your mind after the food was prepared or delivered.
• Customization requests that were correctly fulfilled according to the order submitted (e.g., a topping combination you selected but no longer want).
• Promotional items, free add-ons, or complimentary products provided at no additional cost.
• Gift cards or store credit already redeemed toward a purchase.
• Orders that were correctly prepared, delivered on time, and in good condition, but refused by the customer without valid cause.
• Delivery fee charges where delivery was completed successfully.
• Requests made more than 48 hours after the order was received or delivered.
• Dissatisfaction based solely on personal taste preferences that do not reflect a preparation error.

4. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the timeframes outlined below:

Requests submitted outside these timeframes may be declined at our sole discretion, unless required otherwise by applicable law.

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

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

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as you identify an issue with your order. You can contact us by email at [email protected] or through the contact form on our website at pizzadeweys-eat.rest.
2. Step 2 – Provide Your Order Details: Include your full name, order number, the date and time your order was placed, the method of ordering (online, phone, in-store), and a description of the issue you experienced.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach clear photographs of the item(s) in question, screenshots of your order confirmation, or any other documentation that supports your claim.
4. Step 4 – Wait for Acknowledgment: Our team will acknowledge your request within 1 business day of receiving it. We may follow up with additional questions or requests for clarification.
5. Step 5 – Review and Decision: Our customer service team will review your claim and make a determination within 3 business days. You will be notified via email of the outcome.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed according to the refund processing timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your bank or financial institution. Dewey's Pizza is not responsible for delays caused by third-party payment processors or banking 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 circumstances:

• Only one or a few items from a multi-item order were incorrect or missing. In this case, only the cost of the affected item(s) will be refunded.
• The food quality was partially affected (e.g., one pizza out of an order of three was not prepared correctly).
• The delivery was late, but the food arrived in acceptable condition. A partial refund equivalent to the delivery fee may be issued at our discretion.
• A portion of your order was consumed before the issue was identified. In such cases, we will evaluate the claim and may issue a partial refund proportional to the unconsumed portion.
• A discount, coupon, or promotional code was applied to the original order; the refund will reflect the actual amount paid.

The amount of any partial refund is determined solely by Dewey's Pizza based on the nature and extent of the issue reported, and our decision will be communicated clearly to you.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always feasible. However, in situations where an incorrect item was delivered or prepared, we will offer the following remedies where operationally possible:

• Order Replacement: If you received the wrong item and the correct preparation is still possible during business hours, we may offer to prepare and deliver (or have you pick up) the correct item as quickly as possible at no additional charge.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent or greater value to be used on a future order.
• Complementary Item: For minor issues, we may offer a complimentary item on your next visit or order as a goodwill gesture.

Exchanges and replacements are offered at the discretion of Dewey's Pizza management and depend on availability, timing, and the nature of the issue. You are never obligated to accept a replacement — if you prefer a cash refund for an eligible claim, you may request one.

9. Order Cancellation Policy

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

9.1 Online and Phone Orders

You may cancel your order within 5 minutes of placing it, provided that preparation of your order has not yet begun. Once our kitchen staff begins preparing your food, cancellations will no longer be accepted and no refund will be issued.

To cancel an order, contact us immediately at [email protected] or call us directly. Please reference your order number for faster service.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically orders exceeding $150 or requiring advance scheduling), the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24 to 48 hours before the scheduled order time: 50% refund issued; the remaining 50% may be applied as store credit.
• Less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and resources will have been committed to your order.

9.3 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to the kitchen. All sales of prepared food at our physical location are considered final at the point of preparation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe a decision was made in error, you have the right to escalate your concern through our internal dispute resolution process.

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute – [Your Order Number]". Include all relevant details and any prior correspondence. A senior member of our management team will review your case and respond within 5 business days.

10.2 External Dispute Options

If an internal resolution cannot be reached, you have the following options:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback. We encourage you to attempt resolution with us first, as chargebacks can delay the process. We will cooperate fully with any legitimate chargeback investigations.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe our practices violate federal consumer protection laws.
• State Consumer Protection Agency: Depending on your state of residence, you may also have the right to file a complaint with your state's consumer protection office or attorney general's office.
• Better Business Bureau (BBB): You may contact the Better Business Bureau to file a complaint or seek mediation.

Dewey's Pizza is committed to resolving disputes fairly and professionally. We will always make a good-faith effort to address your concerns before any formal dispute process becomes necessary.

11. Special Circumstances and Force Majeure

In extraordinary circumstances beyond our control — including but not limited to severe weather events, natural disasters, public health emergencies, utility outages, or government-mandated closures — our standard refund and cancellation timelines may be affected. In such cases, we will communicate with affected customers as quickly as possible and make every reasonable effort to provide fair and timely resolutions.

If your order was affected by such an event, please contact us at [email protected] and reference the nature of the situation in your message. We will assess each case individually.

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzadeweys-eat.rest with an updated "Last Updated" date at the top of this page. We encourage you to review this policy periodically to stay informed of your rights and our practices.

Continued use of our services after any modification to this policy constitutes your acceptance of the updated terms. If you do not agree with a material change to this policy, you should discontinue use of our services and contact us to resolve any outstanding order concerns.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer service team using the information below. We are here to help and aim to respond to all inquiries promptly.

Our customer service team is available during regular business hours. When contacting us, please have your order number, date of order, and a description of the issue ready to help us serve you more efficiently.