Refund Policy

At Pizzana, we are committed to providing our customers with the highest quality food and an exceptional dining and ordering experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and order disputes are handled. By placing an order through our website at pizz-pizzana.digital or through any other Pizzana ordering channel, you agree to the terms set forth in this policy.

Please read this policy carefully before placing your order. If you have any questions or concerns, do not hesitate to contact our customer support team at [email protected].

1. Eligibility Conditions for Refunds

Pizzana strives to ensure that every order meets our quality standards. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Never Delivered: Your delivery order was confirmed and charged but never arrived at your address.
• Significant Delivery Delay: Your order arrived in a condition that was unacceptable as a direct result of an excessive and unreasonable delivery delay caused by Pizzana or our delivery partners.

Refund eligibility is assessed on a case-by-case basis. Pizzana reserves the right to request supporting documentation, such as photographs of the item(s) in question, before processing a refund.

2. Timeframes for Refund Requests

To ensure a prompt and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and to contact us immediately if any issues are identified.

3. Non-Refundable Items and Situations

The following items, orders, or situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the order was placed and preparation has already begun.
• Food items that have been partially or fully consumed before a quality complaint is reported.
• Customizations or special requests that were correctly fulfilled as specified in the order.
• Promotional or complimentary items received as part of a special offer, discount bundle, or loyalty program reward.
• Delivery fees, service fees, and taxes, unless the entire order is eligible for a full refund due to a Pizzana error.
• Tips paid to delivery drivers.
• Orders where the delivery address provided by the customer was incorrect or inaccessible.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly and according to specifications.
• Gift cards and prepaid credits once redeemed.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready: your order number, the date and time of your order, the email address used to place the order, a description of the issue, and any supporting photographs if applicable.
2. Step 2 — Contact Pizzana Customer Support: Reach out to our support team through one of the following channels:
   • Email: [email protected]
   • Website: pizz-pizzana.digital
3. Step 3 — Submit Your Request: Provide our customer support team with all relevant details about your order and the nature of your issue. Clearly state that you are requesting a refund.
4. Step 4 — Review and Assessment: Our customer support team will review your request, assess the information provided, and may follow up to request additional details or photographs within 1–2 business days.
5. Step 5 — Resolution: Once our review is complete, you will be notified of the outcome via email. If approved, your refund will be processed according to the timeframes outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

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

Please note that while Pizzana processes refunds promptly upon approval, the actual timeline for funds to appear in your account may vary depending on your financial institution or payment provider. Pizzana is not responsible for delays caused by third-party payment processors or banks.

6. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• A delivery arrived late but the food was still in acceptable condition, and the customer accepts a partial compensation for the inconvenience.
• An item was prepared differently from the customer's request, but the error was minor in nature.
• A customer consumed a significant portion of the order before raising a quality concern, suggesting that the food was partially acceptable.

The amount of a partial refund will be determined at Pizzana's discretion based on the nature and severity of the issue reported. We aim to ensure that the refund amount is fair and proportionate to the inconvenience experienced.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item for a replacement) are subject to the following conditions:

• In-Store Exchanges: If you are dining in or picking up an order and receive an incorrect item, please notify a Pizzana team member immediately. We will remake your order at no additional charge, provided the issue is identified before the item has been substantially consumed.
• Delivery Order Exchanges: For delivery orders, due to logistical constraints, we are generally unable to send a replacement item. In such cases, a refund or store credit for the affected item(s) will be offered instead.
• Timing: Exchange requests for in-store or pickup orders must be made immediately upon receipt of the order or within a reasonable time before the food has been consumed.

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 Online and Phone Orders

• Cancellation Within 5 Minutes: If you cancel your order within 5 minutes of placing it and before preparation has begun, you are entitled to a full refund to your original payment method.
• Cancellation After Preparation Begins: Once our kitchen team has begun preparing your order, we are unable to accept cancellations or issue refunds, as the food is being freshly made specifically for you.
• Cancellation of Scheduled/Future Orders: If you have placed an advance or scheduled order, cancellations must be submitted at least 1 hour before the scheduled preparation or delivery time to be eligible for a full refund.

8.2 Catering and Large Group Orders

Cancellations for catering orders or large group orders (typically defined as orders over $150 or as specified in your catering agreement) are subject to the following:

• More than 48 hours before the event: Full refund.
• 24 to 48 hours before the event: 50% refund or full store credit at the customer's preference.
• Less than 24 hours before the event: No refund, as ingredients and staffing have already been committed.

9. Dispute Resolution Process

Pizzana is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

9.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request escalation to a senior customer support representative or manager by clearly stating this in your follow-up email to [email protected]. Please include your original case or ticket number for reference. We will respond to escalated cases within 3–5 business days.

9.2 Chargeback and Credit Card Disputes

Under the Fair Credit Billing Act (FCBA) and applicable card network rules, customers in the United States have the right to dispute a charge with their credit or debit card issuer. However, we strongly encourage customers to contact Pizzana directly before initiating a chargeback, as we are usually able to resolve issues more quickly through our internal process.

If a chargeback is initiated without prior contact with Pizzana, we reserve the right to provide the card network with all relevant order information and documentation to contest the chargeback where appropriate.

9.3 Consumer Protection Resources

As a business operating in the United States, Pizzana complies with all applicable federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC). If you feel 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's Consumer Protection Office
• The Better Business Bureau (BBB) at www.bbb.org

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Pizzana operates. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction.

10. Contact Information for Refund Requests

Our customer support team is available to assist you with any refund requests, order concerns, or policy questions. Please reach out to us using the contact details below:

When contacting us, please provide the following information to help us process your request as efficiently as possible:

• Your full name
• The email address associated with your order
• Your order number
• The date and time your order was placed
• A clear description of the issue
• Supporting photos (if applicable)
• Your preferred resolution (refund, exchange, store credit)

11. Policy Updates

Pizzana reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizz-pizzana.digital. Customers are encouraged to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.