Refund Policy

At Pizza Inn, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures for addressing concerns related to orders placed through our website at pizzainn-new.rest. Please read this policy carefully before placing an order.

By placing an order with Pizza Inn, you agree to the terms outlined in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

Pizza Inn takes pride in preparing every order with care, fresh ingredients, and attention to quality. However, we recognize that situations may occur where a refund or correction is warranted — such as receiving an incorrect order, a missing item, or food that does not meet our quality standards. Our team is dedicated to resolving all legitimate concerns in a fair, timely, and transparent manner.

Due to the perishable nature of food products, our refund policy has specific conditions and timeframes that differ from those of non-perishable goods. We encourage all customers to review their orders carefully upon receipt and to contact us promptly if any issue arises.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong pizza type).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was undercooked, spoiled, or otherwise unfit for consumption due to a preparation error on our part.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment system.
• Order Not Delivered: Your delivery order was never received and our delivery records confirm non-delivery.
• Significant Delay: Your order arrived substantially later than the estimated delivery time provided at checkout, and the food was no longer suitable for consumption as a result.

Refunds will not be issued under the following circumstances (see also Section 5 – Non-Refundable Items):

• You changed your mind after the order was confirmed and preparation had begun.
• You entered an incorrect delivery address and the order was delivered to that address.
• The issue is related to personal taste preferences that were not caused by an error in preparation.
• The food was consumed in full or substantially before a complaint was made.
• The request falls outside the eligible timeframe described in Section 3.

3. Timeframes for Refund Requests

Because food is perishable, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside these timeframes may not be accepted. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us without delay if any problem is identified.

4. Non-Refundable Items and Services

The following items and circumstances are explicitly non-refundable:

• Delivery fees: Delivery charges are non-refundable once an order has been dispatched, except in cases where the order was never delivered due to our error.
• Service fees and platform fees: Any additional fees applied at checkout are non-refundable unless the entire order qualifies for a full refund due to our fault.
• Promotional or discounted items: Items purchased using a promotional discount, coupon, or special offer may not be eligible for a cash refund. In such cases, a store credit or replacement may be offered instead.
• Customized orders: Pizzas or menu items that were made to your specific customizations (special requests, dietary modifications) are generally non-refundable unless there was an error in preparing those specifications.
• Gift cards and loyalty credits: Once purchased or applied, gift cards and loyalty credits are non-refundable and non-transferable.
• Consumed orders: If a significant portion of the order has been consumed, a refund may not be issued. A partial refund or replacement may be considered at our discretion.

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

To request a refund, please follow the steps outlined below:

1. Contact Us Promptly: Reach out to our customer support team as soon as the issue is identified. You may contact us via email at [email protected] or through the contact form available at pizzainn-new.rest.
2. Provide Your Order Details: Include your full name, the email address used to place the order, your order number or confirmation number, and the date and time of your order.
3. Describe the Issue Clearly: Explain what went wrong — for example, which item was missing, what was incorrect, or what quality issue you experienced. Be as specific as possible.
4. Submit Supporting Evidence (if applicable): If your complaint involves food quality, incorrect items, or missing items, we may request that you submit a photograph of the food or packaging as supporting evidence. This helps our team investigate and resolve your request more quickly.
5. Await Confirmation: Our customer support team will acknowledge your request within 1 business day and begin reviewing your claim.
6. Resolution: Once our review is complete, we will notify you of the outcome via email. If your refund is approved, it will be processed according to the timeframes listed in Section 7.

6. Partial Refunds

In certain situations, only a partial refund may be granted. These situations include, but are not limited to:

• Only one or a few items in an order were incorrect or missing, while the remainder of the order was delivered correctly.
• The food quality issue affected only a portion of the order.
• A significant portion of the order was consumed prior to the complaint being made.
• The order was delivered late but was still in a consumable condition.
• Promotional discounts or offers were applied to part of the order, making only the non-discounted portion eligible for a monetary refund.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of the claim. We will always strive to offer a fair resolution that reflects the nature and extent of the issue experienced.

7. Refund Processing Times by Payment Method

Once a refund is approved, it will be processed according to the following timelines:

Please note that these timeframes reflect the time required on our end to process the refund. Depending on your financial institution, it may take additional time for the refunded amount to appear in your account. Pizza Inn is not responsible for delays caused by third-party payment processors or banks.

8. Exchange Policy

In lieu of a monetary refund, Pizza Inn may offer to replace an incorrect or unsatisfactory item with the correct item at no additional charge. This replacement option is subject to the following conditions:

• The exchange request must be made within the eligible timeframe (see Section 3).
• The replacement will be prepared and delivered or made available for pickup as soon as possible, subject to our current kitchen capacity and operating hours.
• Replacements are offered for items that were incorrect, missing, or found to be of unacceptable quality due to our error.
• We are not obligated to provide a replacement if the customer's complaint does not meet our refund eligibility criteria.
• If a replacement is not feasible (e.g., we have closed for the day, or the item is temporarily unavailable), a refund or store credit will be offered instead.

Customers may choose between a replacement or a refund where both options are available, subject to our team's confirmation of the claim.

9. Cancellation Policy

Orders placed through pizzainn-new.rest enter our preparation queue almost immediately after being confirmed. As a result, our cancellation window is very limited.

9.1 Cancellations Accepted

• Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• To cancel an order, contact us immediately at [email protected] with your order number and cancellation request.
• If cancellation is accepted before preparation begins, a full refund will be issued to your original payment method.

9.2 Cancellations Not Accepted

• Once food preparation has begun, orders cannot be cancelled. This is because ingredients are committed and the preparation process cannot be economically reversed.
• Orders that are already out for delivery cannot be cancelled.
• Scheduled or pre-orders may be cancelled up to 1 hour before the scheduled preparation time, provided written notice is sent to our email.

10. Dispute Resolution Process

Pizza Inn is committed to resolving all refund-related disputes amicably and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive practices in commerce.

10.1 Internal Resolution

If you are dissatisfied with our initial response to your refund request, you may escalate your concern by:

1. Replying to our refund decision email and clearly explaining why you believe the decision was incorrect.
2. Providing any additional information or evidence that supports your case.
3. Our management team will review escalated cases and provide a final decision within 5 business days.

10.2 Chargeback and Payment Disputes

If you believe you have been charged incorrectly, you have the right to dispute the charge with your bank or credit card provider. However, we ask that you contact us first so we may attempt to resolve the issue directly. Initiating a chargeback without first contacting us may result in delayed resolution and could affect your ability to place future orders with Pizza Inn.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated and our internal resolution process has not addressed your concern, you may contact the following external resources:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or consumer protection agency.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America. Any unresolved disputes shall be subject to the jurisdiction of the applicable courts in the United States.

11. Changes to This Refund Policy

Pizza Inn reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzainn-new.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. Your continued use of our services following any modifications constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any concerns related to your order, please reach out to our customer support team using the contact details below:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1 business day. When contacting us, please include your order number, contact information, and a clear description of the issue to help us assist you as efficiently as possible.