Refund Policy

Effective Date: May 27, 2026 | Last Updated: May 27, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food, the accuracy of our orders, and the satisfaction of every customer. We understand that occasionally issues may arise, and we want to ensure that every concern is handled fairly, promptly, and transparently.

This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations are honored. By placing an order with Dewey's Pizza — whether online, by phone, or in person — you agree to the terms set forth in this policy. This policy is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission Act (FTC Act) and any applicable state-level consumer protection statutes.

2. Our Commitment to Quality

Every pizza, side dish, beverage, and dessert we prepare is made with care and according to our established quality standards. Before an order leaves our kitchen, it undergoes a quality check to ensure accuracy and freshness. However, we acknowledge that errors can occur, and we are committed to making things right whenever a legitimate issue is brought to our attention in a timely manner.

Because we deal in perishable food products, our refund policy must necessarily be more limited in scope than non-perishable retail goods. However, we strive to be as accommodating as possible within the bounds of food safety regulations and operational feasibility.

3. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Order: Your order arrived in a condition that made it unsuitable for consumption due to packaging failure or handling issues.
• Late Delivery: Your delivery order arrived significantly later than the estimated delivery window provided at the time of purchase, rendering the food unacceptable in quality.
• Unauthorized Charge: A charge was applied to your payment method without your authorization or in error (e.g., a duplicate charge).
• Cancelled Order (Prior to Preparation): You cancelled your order before it entered the preparation stage in our kitchen.

Refund requests that do not fall within one of the above categories will be reviewed on a case-by-case basis at the sole discretion of Dewey's Pizza management.

4. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

5. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after the order was placed and confirmed.
• Customization Errors Made by the Customer: If you made a mistake when customizing your order (e.g., selected the wrong toppings), we are not obligated to issue a refund, though we may offer a goodwill accommodation at our discretion.
• Partially Consumed Food: Refunds will not be issued for food items that have been substantially consumed. If you have a concern about food quality, please contact us before consuming the majority of the order.
• Promotional or Discounted Items: Items purchased using a discount code, promotional offer, or as part of a bundle deal may not be individually refundable unless the entire order qualifies for a refund.
• Delivery Fees: Delivery charges are generally non-refundable unless the refund is granted due to a delivery-related issue that is our fault.
• Tips and Gratuity: Tips added to your order are non-refundable once processed.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies. Please contact the relevant platform directly for those transactions.

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

If you believe you qualify for a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable refund request window. You can contact us by:
   • Email: [email protected]
   • Website: deweys-food.rest
2. Step 2 — Provide Your Order Information: Have the following information ready when you contact us:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Delivery address or pickup location
   • Payment method used
3. Step 3 — Describe the Issue: Clearly explain the problem with your order. Be as specific as possible. If the issue relates to food quality, missing items, or incorrect items, describe exactly what was wrong.
4. Step 4 — Provide Supporting Evidence (If Applicable): Where possible, please provide photographic evidence of the issue (e.g., a photo of the incorrect item, damaged packaging, or quality problem). This helps us investigate and resolve your request more efficiently.
5. Step 5 — Await Our Response: Our customer service team will review your request and respond within 1 to 3 business days. We may contact you for additional information if needed.
6. Step 6 — Refund or Resolution Confirmation: Once your request is approved, we will confirm your refund method and processing timeline. If your request is denied, we will explain the reason and may offer an alternative resolution such as a store credit or replacement order.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that Dewey's Pizza initiates the refund on our end promptly upon approval, but the actual credit appearing in your account is subject to your bank's or payment processor's internal timelines, which are beyond our control.

8. 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 one or a few items in your order were incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• A delivery arrived late but the food was still in an acceptable condition for consumption.
• The customer partially consumed the order before identifying an issue, where the unconsumed portion can be reasonably assessed as defective.
• A promotional discount was applied to the order, and the refund amount is adjusted accordingly.

The amount of a partial refund will be calculated based on the individual item prices as listed on our menu at the time of the order, minus any applicable discounts already applied. Our customer service team will communicate the proposed partial refund amount to you for your acknowledgment before it is processed.

9. Exchange Policy

Because we deal in freshly prepared perishable food, traditional product exchanges (returning an item and receiving a different item) are generally not feasible after the order has been delivered or picked up. However, in cases where an order is clearly incorrect due to an error on our part, we will make every reasonable effort to:

• Prepare and deliver or make available for pickup a replacement order at no additional charge, if operationally feasible and within a reasonable timeframe.
• Offer a store credit equivalent to the value of the incorrect item(s) to be applied toward a future order.
• Issue a refund for the affected item(s) if neither a replacement nor a store credit is acceptable to the customer.

Replacement orders are subject to availability and kitchen operating hours. If we are unable to fulfill a replacement order during the same service period, a refund or store credit will be offered instead.

10. Cancellation Policy

Order cancellations are subject to the following conditions:

10.1 Cancellation Before Preparation

If you contact us to cancel your order before it has entered the preparation stage in our kitchen, you are entitled to a full refund of the order total, including any delivery fees paid. Because orders are typically sent to the kitchen within minutes of being placed, it is critical that you contact us immediately if you wish to cancel.

10.2 Cancellation During Preparation

Once your order has entered the preparation stage, cancellations are generally not accepted. In exceptional circumstances, we may offer a store credit at our discretion, but a full cash or card refund cannot be guaranteed at this stage.

10.3 Cancellation After Dispatch

Orders that are already out for delivery cannot be cancelled. If you refuse delivery without a qualifying reason under this policy, no refund will be issued.

10.4 Restaurant-Initiated Cancellations

In rare circumstances, Dewey's Pizza may need to cancel an order due to ingredient unavailability, kitchen operational issues, or circumstances beyond our control. In such cases, you will be notified as soon as possible, and a full refund will be issued to your original payment method.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

11.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request that your case be escalated to a senior member of our management team. Please send a written request to [email protected] with the subject line "Refund Dispute — Escalation Request" along with your original case reference number (if provided) and any additional supporting documentation. We will respond within 3 to 5 business days.

11.2 Chargeback Rights

You retain your right to contact your credit card company or bank to initiate a chargeback if you believe a charge was made in error or without your authorization. However, we ask that you first attempt to resolve the matter directly with us, as we are committed to finding a fair resolution without the need for third-party involvement.

11.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your State's Attorney General Office — consumer protection divisions are available in all 50 states.
• The Better Business Bureau (BBB) at www.bbb.org

11.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Dewey's Pizza operates. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate courts in the relevant jurisdiction.

12. Special Circumstances and Goodwill Gestures

Dewey's Pizza values long-term relationships with our customers. In cases where a refund may technically fall outside the scope of this policy but a customer has experienced a genuinely poor experience, we reserve the right to offer goodwill gestures, including but not limited to:

• Store credits applicable to future orders
• Complimentary items on a future visit or order
• A discount code for a future purchase

These gestures are offered entirely at our discretion and do not establish a precedent for future claims.

13. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at deweys-food.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any modifications constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, cancellations, order issues, or general inquiries related to this policy, please contact us using the following information:

Our customer support team is available during regular business hours. We strive to respond to all refund inquiries within 1 to 3 business days. For the fastest response, please email us with your full order details and a clear description of the issue.