Refund Policy

At Dewey's Pizza, customer satisfaction is at the heart of everything we do. We understand that sometimes 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 regarding refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all orders placed through our website tasty-deweys.click, by phone, or in-person at Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and changes will be posted on our website with an updated effective date.

Dewey's Pizza is committed to complying with all applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Dewey's Pizza, one or more of the following conditions must be met:

• 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 was undercooked, overcooked, or otherwise unfit for consumption due to a preparation error on our part.
• Foreign Objects: A foreign object was found in your food that was not listed as an ingredient.
• Allergic Reaction Due to Incorrect Preparation: You experienced an adverse reaction because we failed to accommodate a properly communicated allergy or dietary restriction.
• Late Delivery: Your order arrived significantly later than the quoted delivery time and the food was no longer suitable for consumption.
• Order Never Delivered: You did not receive your order and our delivery confirmation cannot verify that delivery was made.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes to ensure we can investigate and resolve your concern effectively:

Requests submitted outside of these windows may not qualify for a full refund. However, we encourage you to contact us regardless, and we will do our best to find a fair resolution.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food was prepared.
• Customized orders that were prepared exactly as specified by the customer.
• Items that have been fully consumed before a complaint is raised (with the exception of health or safety concerns).
• Delivery fees, where the delivery was successfully completed.
• Service charges and convenience fees applied at checkout.
• Promotional items, free add-ons, or complimentary extras.
• Gift cards and store credit purchases.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Delays caused by circumstances outside our control (severe weather, road closures, natural disasters, etc.).

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

Requesting a refund from Dewey's Pizza is straightforward. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 – Gather Your Information
   Have your order number, date and time of the order, payment method, and a description of the issue ready before contacting us.
2. Step 2 – Document the Issue
   If applicable, take clear photographs of the incorrect, damaged, or unsatisfactory food items. This documentation will help us resolve your claim faster.
3. Step 3 – Contact Us
   Reach out to our customer service team using one of the methods below:
   • Email: [email protected]
   • Website: tasty-deweys.click
4. Step 4 – Submit Your Claim
   Provide your order details, a description of the problem, and attach any photographs or supporting evidence. Include your preferred contact method so we can follow up with you.
5. Step 5 – Await Confirmation
   Our team will acknowledge receipt of your refund request within 1–2 business days.
6. Step 6 – Review and Resolution
   We will review your claim and respond with a decision within 3–5 business days. If your refund is approved, we will initiate the refund process immediately.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your money depends on the original payment method used:

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 bank or financial institution. We are not responsible for any delays caused by 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 a portion of your order was incorrect or missing.
• The food quality issue affected only part of the order.
• The order was partially consumed before the issue was discovered.
• A discount, coupon, or promotional code was applied to the original order, in which case the refund may be calculated on the amount actually paid.
• The order was delivered late, but the food was still edible and usable.

In all cases of partial refunds, we will clearly communicate the amount being refunded and the rationale behind the decision. You may appeal a partial refund decision by following our dispute resolution process outlined in Section 10 below.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item and receiving a replacement at a later time) may not always be feasible. However, Dewey's Pizza offers the following exchange options when an order issue is identified:

• Immediate Replacement: If you contact us while your order is still fresh and you are located within our delivery area, we will do our best to send a replacement order at no additional cost.
• Store Credit Exchange: If a physical replacement cannot be arranged, we will issue store credit in the value of the affected item(s), which can be applied toward your next order.
• Complimentary Item: In certain cases, particularly for minor errors, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Exchanges are subject to availability and must be requested within 2 hours of receiving your original order for the best chance of a same-day replacement.

9. Cancellation Policy

We understand that plans can change. Here is everything you need to know about canceling an order with Dewey's Pizza:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before we have started preparing it, you are entitled to a full refund. Orders are typically accepted into production within 5–10 minutes of placement, so please contact us immediately if you need to cancel.
• After Preparation Has Begun: Once food preparation has started, we cannot cancel the order and a refund will generally not be issued, except in cases where a qualifying issue (as listed in Section 2) arises.
• After Order Dispatch: Once your order has been handed to a delivery driver or is out for delivery, the order cannot be canceled.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation terms apply:

• Cancellation made more than 48 hours before the scheduled time: Full refund.
• Cancellation made 24–48 hours before the scheduled time: 50% refund.
• Cancellation made less than 24 hours before the scheduled time: No refund (ingredients and labor have been committed).

To cancel any order, please contact us as soon as possible at [email protected] or visit tasty-deweys.click.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request, we encourage you to pursue the following dispute resolution steps:

10.1 Internal Appeal

You may appeal our refund decision by sending a written appeal to [email protected] with the subject line "Refund Appeal – [Your Order Number]." Please include any additional evidence or information that supports your case. Appeals will be reviewed within 5 business days by a senior member of our team.

10.2 Chargeback Rights

As a customer in the United States, you have the right to initiate a chargeback through your bank or credit card provider if you believe you have been charged incorrectly. We encourage you to contact us first, as chargebacks can take significantly longer to resolve than our internal process. However, we fully respect your right to pursue this option.

10.3 Consumer Protection Resources

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

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection agency.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state law. Any legal proceedings shall be conducted in the jurisdiction where Dewey's Pizza operates.

11. Food Safety and Health Concerns

Your safety is our top priority. If you believe that consuming our food has caused a food-borne illness or adverse health reaction, please:

1. Seek medical attention immediately if needed.
2. Contact us at [email protected] as soon as possible.
3. Preserve any remaining food in a sealed container for potential investigation.
4. Note any relevant symptoms and the time they began.

We take all food safety concerns extremely seriously and will cooperate fully with any health authority investigations. Refund eligibility for health-related incidents will be handled with the utmost care and sensitivity.

12. Contact Information for Refund Requests

For all refund requests, cancellations, or questions about this policy, please do not hesitate to reach out to our customer service team:

Our customer service team is available to assist you. We aim to respond to all inquiries within 1–2 business days. For urgent matters, please indicate "URGENT" in the subject line of your email.

13. Policy Updates

Dewey's Pizza reserves the right to modify this Refund Policy at any time. Any changes will be communicated by updating the "Last Updated" date at the top of this page. We encourage you to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the updated policy.