Refund Policy

At Pizzana, 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 procedures when it comes to refunds, cancellations, and exchanges.

This policy applies to all purchases made directly through our website pizzanapizza.digital, by phone, or in person at our location. By placing an order with Pizzana, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

We take great pride in the quality of our food and service. Every order is prepared fresh with high-quality ingredients. However, we recognize that errors can occasionally occur — whether in preparation, packaging, or delivery. This policy is designed to ensure that every customer has a clear, fair, and straightforward path to resolution when something goes wrong.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was incorrect or did not match what you ordered (wrong items, missing items, or wrong customizations).
• Your food arrived in an unsatisfactory condition (e.g., spoiled, undercooked, or otherwise unsafe to consume).
• Your delivery was significantly delayed beyond the estimated delivery window and the food was no longer suitable for consumption.
• You were charged more than once for the same order (duplicate billing).
• Your order was never delivered and cannot be confirmed as received.
• A technical error on our website or ordering platform resulted in an incorrect charge.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

We strongly encourage you to report any issues as soon as possible. Delays in reporting may affect our ability to verify the issue and process your request.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds, including but not limited to:

• Orders that have been partially or fully consumed, unless a quality issue is identified in the unconsumed portion.
• Requests made outside the timeframes specified in Section 3.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as requested.
• Orders where the customer provided incorrect delivery address information.
• Orders affected by circumstances beyond our control, such as extreme weather conditions or natural disasters.
• Special promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Delivery fees, service fees, or tips paid to delivery drivers.
• Gift cards or promotional vouchers once they have been redeemed.

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

Requesting a refund from Pizzana is straightforward. Please follow these steps:

1. Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue. You can contact us via email at [email protected] or through the contact form on our website at pizzanapizza.digital.
2. Provide Your Order Details: Include your full name, order number, date and time of the order, and the email address or phone number used to place the order.
3. Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — describe which items were affected, what was wrong, and when you noticed the issue.
4. Attach Supporting Evidence (If Applicable): If your issue involves food quality, incorrect items, or damaged goods, please attach photographs. Visual evidence greatly helps us assess and process your request quickly.
5. Submit Your Request: Send your complete refund request to [email protected] with the subject line: "Refund Request – [Your Order Number]".
6. Await Our Response: Our team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
7. Refund Decision: Once your request has been reviewed and approved, we will notify you of the refund amount and processing timeline.

6. Refund Processing Times by Payment Method

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

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 financial institution. We are not responsible for delays caused by banks or third-party payment processors.

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 your order was incorrect or unsatisfactory while the rest was delivered properly.
• A promotional discount was applied at the time of purchase, and the refund amount is adjusted accordingly.
• Part of the order was consumed before the issue was identified.
• The issue identified only partially affected the overall order experience.
• Delivery fees cannot be refunded but the food items are refunded.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of each case. We will always communicate transparently with you about the refund amount before processing.

8. Exchange Policy

Where possible and logistically feasible, we may offer to replace or re-prepare an incorrect or unsatisfactory order rather than issue a monetary refund. Exchanges are subject to the following conditions:

• The exchange request must be made within 2 hours of receiving your order.
• Replacement orders are subject to our standard preparation and delivery times.
• We reserve the right to offer a store credit or gift card in lieu of a replacement if circumstances make re-preparation unfeasible (e.g., kitchen closing time, ingredient unavailability).
• Exchanges are only available for orders placed directly through pizzanapizza.digital or by phone. Orders placed through third-party delivery platforms are subject to those platforms' own exchange and refund policies.

9. Cancellation Policy

We begin preparing your order as soon as it is confirmed. Due to the perishable nature of food, our cancellation window is very limited.

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must contact us within 5 minutes of placing your order. If we have not yet started preparing your food, we will cancel your order and issue a full refund.

9.2 Cancellations After Preparation Has Begun

Once food preparation has started, we are generally unable to cancel your order. In exceptional circumstances, we may offer a partial refund or store credit at our sole discretion.

9.3 Cancellations Due to Our Error

If Pizzana needs to cancel your order for any reason — such as ingredient unavailability, staffing issues, or technical problems — you will receive a full refund to your original payment method within the applicable processing timeframe listed in Section 6.

9.4 How to Cancel

To cancel an order, contact us immediately by:

• Email: [email protected]
• Website: pizzanapizza.digital

Please have your order number ready when contacting us.

10. Third-Party Delivery Platform Orders

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

• Refund and cancellation requests for third-party platform orders must be submitted directly to that platform, as the payment was processed through them.
• Pizzana does not have the ability to issue refunds for orders placed through third-party platforms.
• The third-party platform's own refund and cancellation policies will apply to those transactions.
• We still welcome you to contact us directly to report food quality issues so we can improve our service, even if the refund must be processed through the third-party platform.

11. Dispute Resolution Process

We always aim to resolve refund issues amicably and promptly. If you are unsatisfied with the outcome of your refund request, the following dispute resolution process applies:

11.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request that your case be escalated to a senior member of our team. Submit your escalation request via email to [email protected] with the subject line: "Refund Escalation – [Your Order Number]". We will respond within 3–5 business days.

11.2 Consumer Protection Resources

As a business operating in the United States, Pizzana adheres to all applicable federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices.
• Applicable state consumer protection statutes in the state where our business operates.

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

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your state's Attorney General Office or consumer protection agency.

11.3 Chargebacks

If you initiate a chargeback with your bank or credit card provider before contacting us to resolve the issue, we may be unable to process a direct refund simultaneously. We encourage you to contact us first, as we are committed to resolving issues fairly without requiring you to go through your financial institution.

12. Store Credits and Gift Cards

In some cases, we may offer store credit as an alternative to a monetary refund. Store credits:

• Are applied to your account and can be used toward future purchases at Pizzana.
• Do not expire within the first 12 months from the date of issuance.
• Are non-transferable and cannot be exchanged for cash.
• Cannot be applied retroactively to past orders.

13. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzanapizza.digital with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Us

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 reach out to us. Our team is here to help.

When contacting us, please have the following information ready to help us process your request as quickly as possible:

• Your full name
• Your order number
• Date and time of your order
• Email address or phone number used to place the order
• A clear description of the issue
• Any supporting photographs (if applicable)