Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

At Dewey's Pizza, we are deeply committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that occasionally issues may arise, and we want to ensure that every customer is treated fairly and with respect.

This Refund Policy outlines the circumstances under which refunds, replacements, or credits may be issued, the process for requesting a refund, and the timelines you can expect. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.

If you have any questions about this policy at any time, please do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered. For example, the wrong pizza toppings, wrong size, or an entirely different item was delivered or prepared.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food delivered or prepared was of unacceptable quality — including but not limited to undercooked, overcooked, spoiled, or inedible food.
• Damaged or Contaminated Food: The food was visibly damaged, improperly packaged, or contained foreign objects upon receipt.
• Late Delivery: Your delivery arrived significantly beyond the estimated delivery window provided at the time of ordering, and the food was no longer in an acceptable condition as a result.
• Order Not Received: Your delivery order was confirmed but never arrived at your specified delivery address.
• Technical Overcharge: A billing error occurred resulting in you being charged more than the agreed order total.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

We reserve the right to verify all refund claims before approving a refund, replacement, or store credit. We may request supporting evidence such as photos of the food, order confirmation numbers, or other documentation to process your request efficiently.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified. Because food is a perishable product, timely reporting is essential to our ability to properly assess and resolve your concern.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include:

• Change of Mind: Refunds will not be issued if you simply change your mind about your order after it has been prepared or is in transit.
• Customized Orders: Items that were specially customized at your specific request (e.g., specific toppings, dietary modifications) are generally non-refundable unless there was an error on our part.
• Partially Consumed Food: Refunds will not be granted for items that have been substantially consumed. If an issue exists with the food, we ask that you report it immediately and retain the item for verification where possible.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special deals may be subject to modified refund terms as specified during the promotional period.
• Third-Party Delivery Errors: If your order was placed through a third-party delivery platform (such as DoorDash, Grubhub, or Uber Eats), refund requests must be directed to that platform, as Dewey's Pizza does not control the fulfillment of third-party orders.
• Incorrect Delivery Address: If an order was not delivered due to an incorrect address provided by the customer, no refund will be issued.
• Force Majeure Events: Delays or issues caused by events beyond our reasonable control, such as severe weather, natural disasters, or public emergencies, are not grounds for a refund.

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

To request a refund from Dewey's Pizza, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos or video evidence (if applicable, especially for food quality or damage claims)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: deweyscafe.click
   When emailing, please use the subject line: "Refund Request – [Your Order Number]"
3. Step 3 — Submit Your Claim: Provide all relevant details and attach any supporting documentation. The more information you provide, the faster we can resolve your request.
4. Step 4 — Await Review: Our customer support team will review your claim and respond within 1 to 3 business days. We may follow up with additional questions.
5. Step 5 — Resolution: Once your claim is reviewed and approved, we will notify you of the outcome and process the applicable refund, store credit, or replacement as outlined in this policy.

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 note that Dewey's Pizza initiates the refund on our end promptly upon approval, but the time for the funds to reflect in your account is controlled by your financial institution and is outside of our direct control. If you have not received your refund within the timeframe listed above, please first check with your bank before contacting us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The food quality issue affected only one or a limited number of items in a larger order.
• A delivery was significantly delayed, but the food was still received and was in an acceptable condition.
• A customer consumed a portion of the food before identifying a minor quality concern.
• A discount or promotional code was applied that reduces the refundable amount.

The amount of any partial refund will be determined on a case-by-case basis by our customer support team, based on the nature and extent of the issue reported. We aim to be fair and reasonable in all such assessments.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because our team begins preparing food orders promptly after they are received, cancellations are subject to the following conditions:

• Online Orders: You may cancel an order within 5 minutes of placing it, provided that preparation has not yet begun. To cancel, contact us immediately via email at [email protected] or through our website.
• In-Store Orders: In-store orders cannot be cancelled once the order has been submitted to our kitchen team.
• Pre-Orders: If you have placed an advance or pre-order, cancellations may be requested up to 2 hours before the scheduled preparation time for a full refund.
• Catering Orders: For large catering or event orders, cancellations must be submitted at least 48 hours in advance for a full refund. Cancellations made within 48 hours of the scheduled order time may be subject to a partial cancellation fee to cover preparation costs already incurred.

If a cancellation is approved, your refund will be processed according to the timelines listed in Section 6 above.

9. Exchange Policy

In cases where a food item was incorrect or of unacceptable quality, Dewey's Pizza may offer an exchange or replacement rather than — or in addition to — a refund, at our discretion. The following terms apply to exchanges:

• Replacement items will be prepared and made available for pickup or re-delivery depending on your original order type and location logistics.
• Exchanges are offered as a courtesy and are subject to item availability at the time of the request.
• Customers who accept a replacement are generally not eligible for an additional cash or card refund for the same item, unless the replacement also fails to meet acceptable standards.
• Replacement requests must be made within the same timeframes as refund requests (see Section 3).

We genuinely want every Dewey's Pizza customer to enjoy their meal, and we will always strive to make things right when an issue occurs.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your claim was not handled fairly, we encourage you to escalate the matter using the following process:

1. Internal Escalation: Contact us again at [email protected] and request that your case be reviewed by a senior member of our team. Please reference your original claim or ticket number and explain why you are dissatisfied with the initial resolution.
2. Good Faith Negotiation: We commit to engaging in good faith discussions with any customer who has an unresolved complaint. We will make every reasonable effort to reach a fair and mutually acceptable resolution within 10 business days of receiving your escalation request.
3. Consumer Protection Resources: If we are unable to resolve your concern directly, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov, or with your state's Attorney General Office for consumer protection matters.
4. Chargeback Rights: You also retain your right to dispute a charge with your credit card issuer or bank in accordance with their policies and applicable federal regulations under the Fair Credit Billing Act (FCBA). We ask that you attempt to resolve the matter with us directly before initiating a chargeback.

We believe strongly in resolving all disputes amicably and efficiently. Our goal is always to ensure that you leave every interaction with Dewey's Pizza feeling valued and respected.

11. Modifications to This Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time to reflect changes in our business practices, legal requirements, or service offerings. When we make material changes, we will update the "Last Updated" date at the top of this page. We encourage customers to review this policy periodically. Continued use of our services following any updates constitutes acceptance of the revised policy.

12. Contact Information

For all refund requests, questions about this policy, or any other customer service concerns, please contact us using the details below. Our team is ready to assist you and will respond as promptly as possible.