Refund Policy

Effective Date: July 24, 2026  |  Last Updated: July 24, 2026

1. Introduction

Punch Pizza ("we," "us," or "our") operates the website newpunchpizza.rest and provides food products and related services to our customers across the United States. We understand that issues can arise with food orders — whether related to quality, incorrect items, or delivery problems — and we take every concern seriously.

This Refund Policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and, where applicable, state-specific consumer protection statutes. By placing an order through our website or in-store, you agree to the terms described in this policy.

If you have any questions or concerns about your order, please do not hesitate to contact us at [email protected] or visit us at our website newpunchpizza.rest.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type).
• Poor Food Quality: The food delivered or prepared is of unacceptable quality, such as being undercooked, overcooked, spoiled, or containing foreign objects.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Allergic Reactions or Dietary Violations: If an item was prepared in a way that did not match the dietary specifications you clearly communicated at the time of ordering (e.g., allergen-free request not honored), you may be eligible for a refund.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated time provided, resulting in the food being inedible or cold beyond a reasonable standard.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence or other reasonable documentation to verify your claim before approving a refund.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, all refund requests must be submitted within the following timeframes:

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

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the item.
• Correctly Prepared Orders: If your order was prepared exactly as requested and meets our quality standards, it is not eligible for a refund.
• Promotional or Discounted Items: Items purchased under a promotional offer, special discount, or bundled deal may not be individually refundable unless there is a verified defect.
• Customized Orders: Highly customized pizzas or menu items prepared according to special customer requests are non-refundable unless they were made incorrectly.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through no fault of the customer.
• Digital Gift Cards or Vouchers: Once activated or used, digital gift cards or vouchers are non-refundable.
• Tip or Gratuity Amounts: Any tips or gratuities voluntarily added to the order are non-refundable.

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

If you believe your order qualifies for a refund, please follow these steps:

1. Step 1 – Do Not Discard the Food: If the issue involves food quality (e.g., foreign objects, undercooked items), please retain the item and take clear photographs before disposal. This evidence will support your claim.
2. Step 2 – Contact Us Promptly: Reach out to us as soon as possible within the applicable refund request window. You can contact us by:
   • Email: [email protected]
   • Website: newpunchpizza.rest
3. Step 3 – Provide Your Order Details: Include the following information in your refund request:
   • Full name used to place the order
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our team will acknowledge your refund request within 1 business day of receiving it. We may reach out for additional information if needed.
5. Step 5 – Review and Decision: We will review your request and notify you of our decision within 3 business days. If approved, we will initiate the refund or replacement process.
6. Step 6 – Receive Your Refund: Once approved, refunds will be processed according to the original payment method and within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Approved refunds are processed back to the original payment method. Please allow the following timeframes for the refund to appear in your account:

Please note that Punch Pizza does not control the processing timelines of your bank or financial institution. If you do not see your refund after the above timeframes, we recommend contacting your bank or card issuer directly.

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 one or a few items in a multi-item order were incorrect or missing, and the remaining items were satisfactorily prepared.
• The food quality issue affected only part of the order (e.g., one pizza was unsatisfactory but other items were acceptable).
• A delivery delay occurred, but the food was still consumable upon arrival.
• A discount or coupon was applied at the time of ordering, and the refund is calculated based on the actual amount paid for the affected item(s).
• The customer consumed a significant portion of the order before raising a complaint, suggesting the dissatisfaction was not immediate or severe.

The amount of a partial refund will be determined at our sole discretion, taking into account the nature and extent of the issue and the proportion of the order affected.

8. Exchange Policy

In certain situations, we may offer a replacement or exchange rather than a monetary refund. This may be preferred when:

• An incorrect item was delivered and we can promptly prepare and deliver the correct item.
• The food quality was substandard but the issue can be resolved by preparing a fresh replacement.
• The customer prefers a replacement over a monetary refund.

Exchanges are subject to availability and operational feasibility. If we are unable to provide a timely replacement, a full or partial refund will be issued instead.

Replacements will be prioritized during the same business day where possible, subject to kitchen hours and delivery availability. Punch Pizza reserves the right to determine whether an exchange or refund is the most appropriate resolution on a case-by-case basis.

9. Cancellation Policy

Because our food is freshly prepared upon ordering, our cancellation policy is time-sensitive.

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund, provided preparation has not yet begun. Contact us immediately by email or phone.
• After 5 minutes or once preparation has begun: Cancellations are generally not accepted, and no refund will be issued. This is because food preparation begins promptly after an order is received.

9.2 In-Store Orders

• In-store orders, once submitted to the kitchen, cannot be cancelled. If there is an issue with your order upon receipt, please speak with a team member immediately.

9.3 Pre-Orders and Catering Orders

• More than 48 hours before the scheduled order date: Full cancellation and refund available.
• 24–48 hours before the scheduled order date: A cancellation fee of up to 50% of the total order value may apply.
• Less than 24 hours before the scheduled order date: No refund will be issued, as ingredients and preparation will have been committed to the order.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as they process payments on their own systems.
• Punch Pizza is not responsible for delays, errors, or issues caused by third-party delivery drivers or platform systems.
• If the issue is related to incorrect food preparation by Punch Pizza (not a delivery or platform issue), you may contact us directly and we will work with the platform to resolve the matter.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

1. Internal Review: Submit a written request for a second review to [email protected], clearly explaining why you disagree with the initial decision and providing any additional supporting evidence. Our management team will review the matter and respond within 5 business days.
2. Chargeback Process: If you believe you have been wrongly charged and we have not resolved the matter to your satisfaction, you may contact your credit card company or bank to initiate a chargeback. We comply fully with all chargeback processes governed by payment card networks (Visa, Mastercard, etc.).
3. State Consumer Protection Agencies: You have the right to file a complaint with your state's consumer protection office or the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe your consumer rights have been violated.
4. Small Claims Court: For disputes that cannot be resolved through internal review or agency complaints, you may pursue a claim through the appropriate small claims court in your jurisdiction.

We are committed to resolving all disputes fairly and in good faith. We encourage customers to contact us directly before pursuing external dispute resolution channels, as most issues can be resolved promptly through open communication.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state consumer protection laws. Relevant provisions include:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive practices in commerce. Punch Pizza is committed to transparent and honest business practices.
• State Consumer Protection Laws: Depending on your state of residence, you may have additional rights. For example, California residents may have rights under the California Consumer Protection Act and related statutes.
• Fair Credit Billing Act (FCBA): Provides protections for consumers who are billed incorrectly or for goods not received, giving you the right to dispute charges with your credit card issuer.

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

13. Amendments to This Policy

Punch Pizza reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at newpunchpizza.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 updates.

Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

14. Contact Information for Refund Requests

If you need to submit a refund request or have any questions about this policy, please contact us using the information below. Our team is here to help and will respond as quickly as possible.