Refund Policy

Last Updated: April 17, 2026

1. Introduction

At Dewey's Pizza, we take tremendous pride in delivering fresh, high-quality food to our customers. Your satisfaction is our top priority. We understand that situations may arise where an order does not meet your expectations, and we are committed to addressing your concerns in a fair, timely, and transparent manner.

This Refund Policy has been drafted in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection statutes. This policy governs all purchases made through our website at deweyspizzas.digital or through any other ordering channels operated by Dewey's Pizza.

Because we deal in perishable food products, our refund policy has specific conditions that differ from those of non-food retailers. We encourage all customers to review their orders carefully before submission and to contact us immediately if any issues arise upon delivery or pickup.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that were not part of your original order (e.g., wrong toppings, wrong pizza size, or missing items).
• Food Quality Issues: The food received was undercooked, burnt, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items included in your order were not delivered or provided at the time of pickup.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unacceptable in quality.
• Duplicate Charges: You were charged more than once for a single order due to a technical or billing error.
• Failed Transactions: Payment was processed but no order was confirmed or received on our end.

To be eligible for a refund, customers must meet the following baseline requirements:

• The refund request must be submitted within the timeframe outlined in Section 3 of this policy.
• The customer must provide their order confirmation number, date of order, and a clear description of the issue.
• Where applicable, photographic evidence of the issue (e.g., incorrect item, food quality concern) must be submitted along with the request.
• The customer must have placed the order directly through deweyspizzas.digital or through an authorized Dewey's Pizza ordering channel.

3. Timeframes for Refund Requests

Due to the perishable nature of our food products, all refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored at our discretion. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us without delay should any issue be identified.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because a customer changes their mind about a purchase after the order has been prepared or delivered.
• Customization Errors by the Customer: If an incorrect order resulted from errors made by the customer during the ordering process (e.g., selecting the wrong toppings or size), a refund will not be issued, though we may offer a goodwill discount on a future order at our discretion.
• Partially Consumed Food: Refunds will not be provided for items that have been substantially consumed, unless a food quality issue is identified and reported prior to or at the time of consumption.
• Promotional or Discounted Items: Items purchased using promotional codes, loyalty rewards, or as part of a special offer may have limited or no refund eligibility.
• Gift Cards and Vouchers: Once purchased, Dewey's Pizza gift cards and digital vouchers are non-refundable and non-transferable.
• Delivery Fees: Delivery charges are generally non-refundable unless the entire order qualifies for a full refund due to circumstances within our control.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (if applicable) are subject to the refund policies of those platforms and must be directed to them accordingly.

5. 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: Locate your order confirmation email or receipt. Have your order number, date of purchase, items ordered, and total amount charged readily available.
2. Step 2 — Document the Issue: If your refund is related to food quality, an incorrect order, or missing items, take clear photographs of the food or packaging as evidence. This will help us resolve your request more efficiently.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyspizzas.digital
4. Step 4 — Submit Your Request: In your message, include the following:
   • Your full name
   • Order confirmation number
   • Date and time of order
   • A clear description of the issue
   • Any photographic evidence, if applicable
   • Your preferred resolution (full refund, partial refund, or replacement)
5. Step 5 — Await Confirmation: Our customer support team will acknowledge receipt of your request within 1 business day and begin reviewing your case.
6. Step 6 — Resolution: We will communicate our decision to you within 3 business days of receiving your complete refund request. If your refund is approved, the refund will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account is subject to your bank or payment provider's processing schedules, which are outside of our control. If a refund has not appeared within the stated timeframe, we recommend contacting your bank or payment provider for further assistance.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Dewey's Pizza reserves the right to offer partial refunds in the following scenarios:

• Only a portion of your order was incorrect or missing (e.g., one incorrect topping on one pizza out of a multi-item order).
• The food quality issue affected only one item in a multi-item order.
• The order was partially consumed before the issue was identified, and the issue only affected a portion of the items.
• A delivery delay affected only part of the order's quality.
• A promotional discount was applied, and the refund amount will reflect the actual amount paid for the affected items.

The amount of any partial refund will be calculated based on the price of the specific affected items, less any applicable discounts or promotional pricing. We will always communicate the refund amount to you clearly before processing.

8. Exchange Policy

In some cases, rather than issuing a monetary refund, we may offer to replace an incorrect or unsatisfactory order. Our exchange policy works as follows:

• Incorrect Items: If you received items different from what you ordered, we will prepare and deliver the correct items at no additional charge, provided the request is made within 2 hours of receiving the original order and delivery to your location is feasible.
• Food Quality Issues: If a quality issue is confirmed, we will offer to replace the affected item(s) as a first resolution. If a replacement is not possible or acceptable to the customer, a refund will be issued.
• Customer Preference: If you prefer a monetary refund over a replacement, please indicate this clearly in your refund request, and we will evaluate your request accordingly.

Replacements are subject to availability and operational hours. We are unable to guarantee immediate replacements in all circumstances, particularly for late-night or high-volume periods.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed to ensure timely delivery. As a result, our cancellation window is very limited.

9.1 Eligible Cancellations

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• If you need to cancel, contact us immediately via email at [email protected] or through our website at deweyspizzas.digital.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation phase, cancellation is generally not possible. In exceptional circumstances (e.g., a significant error in the ordering system or an unforeseen emergency), we may consider a partial refund or store credit on a case-by-case basis, at our sole discretion.

9.3 Cancellations by Dewey's Pizza

On rare occasions, Dewey's Pizza may need to cancel your order due to factors such as ingredient availability, operational issues, or unforeseen closures. In such cases, you will be notified as soon as possible and a full refund will be processed automatically within the timeframes outlined in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. Please send your escalation request to [email protected] with the subject line "Refund Dispute — Escalation Request" and include all previous correspondence and your original order details. We will respond within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer if you believe a charge was unauthorized or if a service was not delivered as promised. We encourage customers to contact us first before initiating a chargeback, as most issues can be resolved directly and more quickly through our internal process. However, we fully respect your right to pursue this avenue if necessary.

10.3 FTC and State Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your applicable state attorney general's consumer protection division.

10.4 Informal Resolution

We are committed to resolving all disputes informally and in good faith before any formal legal proceedings are pursued. We encourage all customers to reach out to us directly to discuss any unresolved concerns.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by a number of federal and state consumer protection laws. This Refund Policy is designed to comply with applicable regulations, including:

• The FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive acts or practices in commerce. Our refund policy is designed to be clear, transparent, and fair.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer protections may apply. We encourage you to familiarize yourself with the consumer protection laws in your state.
• Electronic Fund Transfer Act (EFTA): If your payment was made via debit card or electronic transfer, you may have additional rights under the EFTA regarding unauthorized transactions and error resolution.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law.

12. Policy Updates

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at deweyspizzas.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please do not hesitate to contact us using the information below: