Refund Policy

Effective Date: May 27, 2026 | Last Updated: May 27, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to make sure that our guests feel confident and supported when they do. This Refund Policy has been crafted to be fair, transparent, and easy to understand.

This policy governs all refund, return, exchange, and cancellation requests related to food orders, catering services, and any other products or services offered through Dewey's Pizza. We encourage you to contact us as soon as possible if you experience any issue with your order so we can resolve the matter promptly and efficiently.

This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

We stand behind the quality of our food and services. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong items, etc.).
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food received was of an unacceptable quality, including being undercooked, overcooked, contaminated, or otherwise inedible.
• Significant Delivery Delay: Your delivery arrived significantly later than the estimated delivery window provided at the time of ordering, resulting in food that is no longer fit for consumption.
• Allergen Issues: An allergen was present in your food despite a specific, documented allergen-free request made at the time of ordering (subject to our allergen disclaimer).
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Never Received: Your order was never delivered and was not made available for pickup as confirmed by our records.

All refund requests are subject to review and verification by our customer service team. Dewey's Pizza reserves the right to determine, at its sole discretion, whether a refund is warranted based on the circumstances presented and any supporting evidence provided.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their order upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or dispatched.
• Partially Consumed Food: Food that has been substantially eaten or consumed is not eligible for a refund unless there is a documented quality or safety issue.
• Custom or Specialty Orders: Highly customized orders made to your specific specifications that meet all requirements stated at the time of ordering are generally non-refundable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted price may have limited refund eligibility, as noted at the time of purchase.
• Gift Cards and Promotional Credits: Gift cards, digital credits, and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to our error.
• Service Fees and Tips: Service charges and tips processed at checkout are non-refundable.
• Late Requests: Refund requests submitted beyond the specified timeframes outlined in Section 3.

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

We have made the refund request process as simple and straightforward as possible. Please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. Please refer to the table below:

Please note that Dewey's Pizza initiates refunds on our end promptly, but we have no control over how quickly your bank or payment provider processes the transaction. If you have not received your refund within the stated timeframe, please contact your bank or payment provider first. If the issue persists, contact us at [email protected].

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Partially Missing Order: If only some items from your order were missing, a refund or credit will be issued for the missing items only.
• Partially Consumed Food with a Quality Issue: If a quality issue is identified but only part of the order was affected, we may issue a partial refund proportional to the affected portion.
• Late Delivery: If your delivery arrived late but the food was still in an acceptable condition, we may offer a partial refund or credit as a goodwill gesture.
• Discounted Items: If the order included promotional discounts, the refund amount will reflect the actual amount paid rather than the standard menu price.

Our customer service team will determine the appropriate refund amount on a case-by-case basis, taking into account all relevant factors. We strive to be fair and reasonable in all partial refund decisions.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning and swapping an item) are generally not available. However, Dewey's Pizza may offer a replacement in the following situations:

• You received the wrong order and the correct items are still available and can be prepared and delivered within a reasonable time.
• An item arrived in an unsatisfactory condition and a fresh replacement can be made available promptly.

Replacement eligibility is subject to availability, location, and timing. If a replacement is not feasible, a full or partial refund or store credit will be offered instead. Please contact us at [email protected] as soon as possible to discuss replacement options.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for various order types:

9.1 Standard Delivery and Pickup Orders

You may cancel a standard delivery or pickup order within 5 minutes of placing the order, provided that food preparation has not yet begun. Once your order has entered the preparation stage, it cannot be cancelled and is no longer eligible for a full refund, as ingredients and kitchen resources have already been allocated.

To cancel an order within the eligible window, please contact us immediately by phone or through the website. If preparation has already started, we will assess the situation and determine if a partial credit can be offered.

9.2 Catering and Group Orders

Catering and large group orders require advance planning and resource allocation. The following cancellation terms apply:

9.3 Pre-Scheduled Orders

If you placed a pre-scheduled or future-date order, you may cancel it at least 2 hours before the scheduled preparation time for a full refund. Cancellations made less than 2 hours before the scheduled time may be subject to a partial charge or store credit depending on preparation status.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund and cancellation policies of that platform may apply. In such cases:

• Refund requests should first be submitted directly through the third-party platform using their designated support channels.
• Dewey's Pizza may not have direct control over the refund process for third-party orders.
• If the platform is unable to resolve your issue, you are welcome to contact us directly, and we will do our best to assist.

11. Dispute Resolution Process

We sincerely hope that all refund and order concerns can be resolved quickly and amicably through our customer service team. However, if you are unsatisfied with our response, the following dispute resolution process is available:

Step 1: Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request that your case be escalated to a senior customer service representative or manager. Please clearly state in your communication that you wish to escalate the matter.

Step 2: Written Formal Complaint

You may submit a formal written complaint to us via email at [email protected]. Please include all relevant order details, the nature of your complaint, and the resolution you are seeking. We will respond to formal complaints within 5 business days.

Step 3: Chargeback Rights

As a consumer in the United States, you may have the right to dispute a charge with your bank or credit card issuer under applicable federal and state consumer protection laws, including protections afforded under the Fair Credit Billing Act (FCBA). We strongly encourage you to exhaust our internal resolution process before initiating a chargeback, as we are committed to resolving issues fairly and efficiently.

Step 4: Consumer Protection Agencies

If you believe our practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General's office. These agencies are responsible for enforcing consumer protection laws in the United States.

Governing Law and Jurisdiction

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Any disputes not resolved through the above process shall be subject to binding arbitration or the jurisdiction of the competent courts serving the location of Dewey's Pizza.

12. Policy Modifications

Dewey's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at deweys-food.digital with the 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 revised policy.

For significant changes, we may provide additional notice via email or a prominent notice on our website homepage.

13. Consumer Rights

Nothing in this Refund Policy is intended to limit or override any statutory rights you may have as a consumer under applicable United States federal or state law. Consumers in certain states may have additional rights not covered by this policy. If you believe you have rights beyond what is described here, we encourage you to seek legal advice or contact the relevant consumer protection authority in your state.

14. Limitation of Liability

To the fullest extent permitted by applicable law, Dewey's Pizza's liability for any claim related to a refund shall be limited to the amount you actually paid for the specific order in question. We shall not be liable for any indirect, incidental, special, or consequential damages arising from or related to any order or refund dispute.

15. Contact Information for Refund Requests

Our customer service team is here to help. If you have any questions about this Refund Policy, or if you would like to submit a refund request, please reach out to us using the contact details below: