Refund Policy

Effective Date: May 2, 2026 | Last Updated: May 2, 2026

1. Introduction

Pizza Ranch ("we," "us," or "our") operates the website pizzaranchfood.digital and is dedicated to providing high-quality food products and services to our valued customers. We understand that issues can arise, and we have established this comprehensive Refund Policy to ensure fair and transparent resolution for all parties.

This policy applies to all purchases made through our website, mobile platform, phone orders, or any other channel associated with Pizza Ranch. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Pizza Ranch experience. Refunds may be issued under the following circumstances:

2.1 Qualifying Conditions

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not fit for consumption upon delivery.
• Damaged Packaging: The order arrived with severely damaged packaging that compromised the integrity or safety of the food.
• Delivery Failure: Your order was never delivered within the estimated delivery window and was not received by you.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order was delivered significantly later than the promised delivery time, causing the food to be cold or inedible.
• Allergen Error: Your order contained an allergen that you specifically requested to be excluded, posing a health concern.

2.2 Non-Qualifying Conditions

Refunds will generally not be issued in the following situations:

• You changed your mind after the order was prepared or dispatched.
• You entered incorrect delivery details and the order was delivered to the wrong address.
• You were present for pickup but delayed collecting the order, resulting in reduced food quality.
• The issue is based on personal taste preference rather than a product defect.
• More than the eligible timeframe has passed since the original order was placed.
• The refund request is made without reasonable evidence to support the claim.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Services

The following items and charges are generally non-refundable:

• Delivery Fees: Delivery charges are non-refundable unless the non-delivery was caused by our error or the delivery partner's failure.
• Service Fees and Processing Fees: Any platform service fees or payment processing fees are non-refundable once a transaction is completed.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion at a deeply discounted or free price may not be eligible for a cash refund; store credit may be offered instead.
• Gift Cards and Vouchers: Once a gift card or voucher has been purchased and delivered, it is non-refundable.
• Catering Deposits: Deposits paid for catering or large group orders are non-refundable if canceled less than 48 hours before the scheduled event.
• Consumed Food: Food that has been substantially consumed (more than 50% eaten) before a complaint is raised is not eligible for a full refund, though a partial refund may be considered at our discretion.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Order Information
   Locate your order confirmation email or receipt. Have your order number, date and time of the order, and the items ordered ready.
2. Step 2 — Document the Issue
   If applicable, take clear photographs of the incorrect, missing, or damaged items. Visual evidence significantly helps us process your request faster.
3. Step 3 — Contact Us
   Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzaranchfood.digital (Contact/Support page)
4. Step 4 — Submit Your Request
   In your message or form submission, include: your full name, order number, contact information, a description of the issue, and any supporting photos or documentation.
5. Step 5 — Await Confirmation
   Our team will acknowledge your request within 1–2 business days and may contact you for additional information if needed.
6. Step 6 — Resolution
   Once your request has been reviewed, we will notify you of the outcome via email. Approved refunds will be processed according to the timeframes described below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual credit appearing in your account may depend on your bank or payment provider's processing schedule, which is beyond our control.

7. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may be appropriate when:

• Only some items in your order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order.
• A portion of the order was consumed before the quality issue was discovered.
• There was a minor delay that did not significantly impact the overall quality of the meal.
• The order was partially correct, with a small customization error that did not render the food inedible.

The amount of a partial refund will be calculated based on the value of the affected items relative to the total order. Our team will communicate the proposed partial refund amount to you before processing, and you will have the opportunity to accept or dispute the offered amount.

8. Exchange Policy

Due to the perishable nature of food products, we do not typically offer a traditional exchange policy. However, we recognize that errors occur and we want to make things right. Our approach to exchanges includes:

• Replacement Orders: If your order was incorrect or items were missing, we may offer to send a replacement for the affected items at no additional charge, subject to availability and location constraints.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equal or greater value to be used on a future order.
• Correction at Pickup: If you are picking up your order and notice an error before leaving our premises, please inform a team member immediately and we will correct the order on the spot.

Replacement orders are subject to our standard preparation and delivery times and cannot be guaranteed for immediate fulfillment. If a replacement is not possible within a reasonable timeframe, a full refund will be issued instead.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed. As a result, our cancellation window is very limited.

9.1 Standard Orders

• Within 5 minutes of placing the order: Full cancellation and refund may be possible if preparation has not yet begun. Contact us immediately via email at [email protected].
• After 5 minutes or once preparation has begun: Cancellation is generally not possible, and no refund will be issued as ingredients and labor have already been committed.

9.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of any deposit or advance payment.
• Between 48–72 hours before the event: 50% refund of the advance payment.
• Less than 48 hours before the event: No refund will be issued. The full amount or deposit is forfeited.

9.3 Scheduled/Pre-Orders

For orders scheduled in advance, cancellations must be made at least 2 hours before the scheduled preparation time to receive a full refund. Cancellations made after this window will not be eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to follow these steps to resolve the matter:

10.1 Internal Escalation

If your initial refund request was denied or you believe it was not handled appropriately, you may request an escalation review by sending an email to [email protected] with the subject line "Refund Escalation Request." Please include your original case reference number, a description of the issue, and why you believe the initial decision was incorrect. An escalation team member will review your case within 3–5 business days.

10.2 External Dispute Resolution

If internal escalation does not resolve the matter to your satisfaction, you have the following options:

• Chargeback: You may contact your bank or credit card issuer to initiate a chargeback. We will cooperate fully with any chargeback investigation and provide all relevant documentation.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint if you believe our practices are unfair or deceptive.
• State Consumer Protection Agency: Depending on your state of residence, you may also file a complaint with your state's consumer protection office.
• Small Claims Court: For disputes involving amounts within the small claims threshold in your jurisdiction, you may pursue resolution through your local small claims court.
• Better Business Bureau (BBB): You may also submit a complaint to the Better Business Bureau for mediation assistance.

We are committed to resolving all customer concerns in good faith and encourage direct communication before pursuing external channels.

11. Fraud Prevention

Pizza Ranch takes fraudulent refund claims seriously. Abuse of this refund policy, including but not limited to repeated false claims, submitting fabricated evidence, or exploiting promotional offers, may result in:

• Denial of future refund requests.
• Suspension or termination of your account.
• Referral to law enforcement if fraud is suspected.

We use automated and manual review processes to detect patterns of abuse and protect the integrity of our refund system.

12. Changes to This Refund Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzaranchfood.digital with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below:

This Refund Policy was last updated on May 2, 2026. © 2026 Pizza Ranch. All rights reserved. Operated through pizzaranchfood.digital.