Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at deweyspizzas.click, by phone, or in person at any Dewey's Pizza location. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to review this document carefully before completing your purchase.

As a food service business operating in the United States, we are committed to complying with all applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. Our refund practices are designed to be fair, transparent, and consistent with these regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is 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.
• Poor Food Quality: The food was undercooked, overcooked, or otherwise failed to meet basic quality standards upon delivery or pickup.
• Food Safety Concerns: The food arrived in a condition that raises reasonable food safety concerns (e.g., presence of foreign objects, signs of contamination).
• Significant Delivery Delays: Your delivery arrived more than 45 minutes beyond the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Damaged Order: The order arrived significantly damaged due to packaging failure or handling during delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

To ensure that all refund requests can be properly investigated, we ask that you contact us within the following timeframes:

Requests submitted outside of these timeframes may be declined. We understand that exceptional circumstances may arise; in such cases, please contact us and we will review your situation individually.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued because you changed your mind about your order after it has entered preparation.
• Consumed Orders: Requests for refunds where most or all of the food has been consumed without a legitimate quality or accuracy complaint will not be honored.
• Customer Error: If the incorrect order was placed due to a customer error (wrong address entered, incorrect item selected without contacting us), a refund may not be issued, though we will do our best to assist.
• Delivery Address Errors: Orders that cannot be delivered due to an incorrect or incomplete address provided by the customer.
• Special Promotional Items: Certain deeply discounted or promotional items may be marked as non-refundable at the time of purchase.
• Gift Cards and Store Credits: Once issued, Dewey's Pizza gift cards and store credits are non-refundable and non-transferable for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the delivery was not completed due to an error on our part.
• Customization Requests Fulfilled Correctly: If a special customization was noted and correctly fulfilled, a refund based on personal preference for that customization will not be issued.

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

We have made our refund request process as simple and straightforward as possible. Please follow these steps:

1. Gather Your Order Information: Before reaching out, have your order number, the date and time of your order, and your contact information ready. You can find your order number in your confirmation email or receipt.
2. Document the Issue: If applicable, take clear photographs of the incorrect, missing, or damaged items. This visual evidence greatly assists our team in verifying your claim quickly.
3. Contact Our Customer Service Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizzas.click
4. Provide a Clear Description: In your message or call, clearly describe the issue you experienced. Include your order number, the specific items affected, and what resolution you are requesting (full refund, partial refund, replacement, or store credit).
5. Submit Any Supporting Documentation: Attach any photographs or other supporting documentation to your email or provide them as directed by our customer service representative.
6. Await Confirmation: Our customer service team will acknowledge your request within 1 business day and provide you with a reference number for tracking purposes.
7. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate refund, replacement, or credit to your account.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment provider. Dewey's Pizza is not responsible for delays caused by banks, credit card companies, or third-party payment processors.

7. Partial Refunds

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

• Only specific items within a larger order were incorrect or unsatisfactory, and the rest of the order was properly fulfilled.
• The issue was minor (e.g., slightly less cheese than expected) and does not warrant a full refund of the affected item.
• A portion of the food was consumed before the issue was identified.
• A delivery delay occurred but the food quality remained acceptable upon arrival.
• A promotional discount or coupon was applied to the original order; the refund will reflect the actual amount paid, not the full retail price.

The amount of any partial refund will be determined by our customer service team based on the nature and extent of the issue. We will always communicate the proposed partial refund amount to you before processing, and you will have the option to accept the partial refund or escalate your request for further review.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while accounting for the operational realities of food preparation:

8.1 Cancellations Before Preparation

If you wish to cancel your order, you must do so before the order has entered the preparation stage. Orders can be cancelled for a full refund if the cancellation request is received within 5 minutes of placing the order, provided that our kitchen has not yet begun preparing it.

8.2 Cancellations During Preparation

Once an order has entered the preparation stage, cancellations are generally not accepted. However, in exceptional circumstances (such as a documented emergency), we may offer a partial refund or store credit at our discretion. Please contact us immediately via email at [email protected] if you need to cancel an order that may already be in preparation.

8.3 Cancellations for Pre-Orders or Catering Orders

For catering or large group orders placed in advance, cancellations must be made at least 48 hours before the scheduled delivery or pickup time for a full refund. Cancellations made less than 48 hours in advance may be subject to a cancellation fee of up to 50% of the order total, depending on the preparation already completed. Cancellations made less than 24 hours in advance may not be eligible for any refund due to the cost of ingredients and labor already incurred.

9. Exchange Policy

Dewey's Pizza is pleased to offer order exchanges under the following conditions:

• Incorrect Items Received: If you received the wrong pizza or food item, we will remake and deliver or make available for pickup the correct item at no additional charge, subject to availability and our delivery area constraints.
• Unsatisfactory Quality: If a freshly prepared item fails to meet quality standards, we may offer to remake the item as an exchange rather than issuing a monetary refund, at your preference.
• Timing: Exchange requests must be made within 2 hours of receiving your order.
• Limitations: Exchanges are subject to our current menu availability. We cannot guarantee that a specific item will be available for an immediate exchange, particularly during peak hours. In such cases, a refund will be offered as an alternative.

To request an exchange, please contact us at [email protected] and include your order number and a description of the issue. Our team will coordinate the exchange with your nearest Dewey's Pizza location.

10. Dispute Resolution Process

We hope that all refund and order issues can be resolved through our standard customer service process. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer service team, you may request that your issue be escalated to a senior manager. To initiate an escalation, reply to your existing email thread or send a new email to [email protected] with the subject line "Escalation Request – [Your Order Number]." A senior team member will review your case within 3 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank (commonly known as a "chargeback") if you believe a transaction was unauthorized or if a legitimate dispute could not be resolved directly with the merchant. We encourage you to attempt to resolve any issue with us directly before initiating a chargeback, as we are committed to working with you to find a fair resolution. Initiating a chargeback without first attempting resolution may result in the suspension of your account with Dewey's Pizza.

10.3 Third-Party Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), you should initially contact that platform's customer support for assistance, as the transaction was processed through their system. Dewey's Pizza will cooperate with third-party platforms in resolving disputes but cannot directly issue refunds for orders placed through those channels.

10.4 Consumer Protection Resources

If you believe that Dewey's Pizza has engaged in unfair or deceptive business practices, you have the right to file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-382-4357
• Your State Attorney General's Office for state-level consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org

11. Contact Information for Refund Requests

For all refund requests, order issues, or questions related to this policy, please contact Dewey's Pizza through the following channels:

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of your rights and our procedures. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy.