Refund Policy

At Pizzana, customer satisfaction is our highest priority. We understand that issues can occasionally arise with food orders, and we are committed to resolving them fairly, promptly, and transparently. Please read this Refund Policy carefully to understand your rights and our procedures when requesting a refund, cancellation, or exchange.

This policy applies to all orders placed through our website at pizzana-pizzas.rest, by phone, or through any authorized third-party delivery platform on which Pizzana operates. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to You

Pizzana takes pride in preparing fresh, high-quality food for every customer. In the event that your order does not meet our standards — whether due to incorrect items, quality concerns, or delivery issues — we will work diligently to make it right. This policy is designed to be fair to both our customers and our business, and it complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• You received the wrong item(s) that you did not order.
• Your order arrived in an unsatisfactory condition (e.g., severely damaged packaging, food that is clearly spoiled or inedible upon arrival).
• Your order was never delivered despite confirmation of delivery by the driver or platform.
• A significant portion of your order was missing from the delivery.
• You experienced an allergic reaction caused by an ingredient that was not disclosed or that was included contrary to your stated dietary instructions.
• Your order was duplicated due to a technical error resulting in double charges.
• Your order was cancelled by Pizzana due to operational reasons beyond your control.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis and may not be approved. We encourage you to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been partially or fully consumed prior to a complaint being raised (unless a health concern is documented).
• Items that were customized upon the customer's specific request and prepared correctly according to those instructions.
• Delivery fees and service charges, unless the non-delivery was caused directly by Pizzana or its designated delivery partners.
• Promotional items, complimentary add-ons, or free items included with an order.
• Gift cards and digital vouchers once redeemed.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Orders cancelled after preparation has commenced (see Cancellation Policy below).
• Refund requests based solely on dissatisfaction with portion size when the menu accurately describes the serving.

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

Follow these steps to submit a refund request with Pizzana:

1. Gather Your Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of the order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable — strongly recommended)
2. Contact Pizzana: Reach out to our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: pizzana-pizzas.rest
3. Submit Your Request: Clearly state that you are requesting a refund, describe the issue in detail, and attach any supporting evidence such as photographs or screenshots of your order confirmation.
4. Receive Acknowledgment: Our team will acknowledge receipt of your refund request within 1 business day.
5. Review Process: Our team will review your case, which may include verifying your order details, reviewing photos, and consulting with our kitchen or delivery staff. This process typically takes 2–5 business days.
6. Decision Notification: You will be notified of our decision via the contact information you provided. If approved, we will inform you of the refund method and expected processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive the funds depends on your original payment method:

Please note that while Pizzana processes refunds promptly upon approval, we do not control processing times on the side of your bank, credit card issuer, or payment platform. Additional delays may occur on their end.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer has consumed part of the order before identifying the issue.
• The order was generally satisfactory but included one or two items that did not meet expectations.
• A promotional discount was applied to the order, and the refund reflects only the amount actually paid for the affected items.
• The delivery was delayed but the food was still received in acceptable condition.

The amount of any partial refund will be calculated based on the price of the specific item(s) affected, net of any discounts or promotions applied at the time of purchase. Our customer service team will communicate the exact refund amount upon approval.

8. Exchange Policy

Due to the perishable nature of food products, Pizzana does not offer direct product exchanges in the traditional retail sense. However, we offer the following alternatives as part of our commitment to customer satisfaction:

• Replacement Order: If you received the wrong item or a significantly flawed product, we may offer to prepare and deliver a replacement item at no additional cost, subject to operational availability and delivery area constraints.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary Item on Next Order: For minor quality issues, we may issue a complimentary item or discount code for your next visit or order.

The type of resolution offered will depend on the nature of the issue, the customer's preference, and operational feasibility at the time. Our team will always work with you to find the most suitable solution.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below based on the status of your order at the time of the cancellation request:

To cancel an order, contact us immediately via email at [email protected] or through our website. Time is critical — the sooner you reach out, the greater the likelihood that your cancellation can be processed before preparation begins.

10. Orders Placed Through Third-Party Platforms

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

• Refund and cancellation policies of the third-party platform may take precedence over this policy.
• You may need to submit your refund request directly through the platform's app or website.
• Pizzana does not have direct control over refunds processed through third-party platforms.
• However, if the issue was caused by an error on Pizzana's part (incorrect item, missing item prepared in-house), you may contact us directly and we will coordinate with the platform on your behalf where possible.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Please follow the steps below:

1. Step 1 — Internal Escalation: Request that your case be reviewed by a senior member of our customer service team. Contact us at [email protected] and include the word "ESCALATION" in the subject line, along with your original case reference number.
2. Step 2 — Formal Written Complaint: If the escalated review does not resolve the issue to your satisfaction, you may submit a formal written complaint to us via our website at pizzana-pizzas.rest. We will respond within 7 business days with a final decision.
3. Step 3 — Chargeback or Payment Dispute: If you believe you have been charged incorrectly and our internal resolution has not resolved the matter, you may contact your bank or credit card issuer to initiate a chargeback. We recommend attempting to resolve the issue with Pizzana first, as chargebacks may take significantly longer than direct refunds.
4. Step 4 — Consumer Protection Agencies: Consumers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's Attorney General office if they believe their consumer rights have been violated.

12. Fraud Prevention

Pizzana reserves the right to deny refund requests in cases where we reasonably believe that a refund claim is fraudulent, abusive, or made in bad faith. This includes but is not limited to:

• Customers who repeatedly request refunds without credible justification.
• Claims that appear to be inconsistent with order records, delivery confirmations, or photographic evidence.
• Requests involving orders that were fully consumed with no plausible basis for a quality complaint.

We reserve the right to suspend or terminate accounts associated with fraudulent refund activity and to report such activity to relevant authorities where appropriate.

13. Policy Updates

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzana-pizzas.rest and will take effect immediately upon posting. We encourage you to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

If you have questions about this Refund Policy, need to submit a refund request, or wish to discuss an existing claim, please contact our customer service team using the information below:

We are committed to making every interaction with Pizzana a positive one. Thank you for your trust and for choosing us. We look forward to serving you again.