Refund Policy

Effective Date: May 22, 2026  |  Last Updated: May 22, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering exceptional food quality and a satisfying customer experience with every order. We understand that situations may arise where a refund or order adjustment is necessary, and we have established this comprehensive Refund Policy to ensure a fair and transparent process for all our customers.

This policy applies to all orders placed through our website meal-pequods.click, including delivery orders, pickup orders, and any catering arrangements facilitated through our online platform. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order Received: You received items that do not match what was listed on your confirmed order receipt.
• Missing Items: One or more items included in your confirmed order were not delivered or provided at pickup.
• Food Quality Issues: The food item(s) received were visibly spoiled, contained foreign objects, were significantly undercooked or overcooked, or were otherwise unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and tracking or confirmation indicates a failed delivery without customer fault.
• Allergy-Related Issues: An item was prepared with an ingredient that was clearly noted as an allergen exclusion in your order, resulting in a food safety concern.
• Significant Delivery Delay: Your order arrived in a condition that was materially affected by an unreasonable delay beyond the estimated delivery window.

Refund eligibility is assessed on a case-by-case basis. Pequod's Pizza reserves the right to request supporting documentation, including photographs of the items received, before approving any refund.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the timeframes listed below:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customer errors in order placement, including incorrect addresses, incorrect customization selections, or wrong items chosen — provided the order was prepared exactly as submitted.
• Dissatisfaction based solely on personal taste preferences when the item was prepared correctly.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees, service fees, and applicable taxes, unless the entire order qualifies for a full refund.
• Orders where a chargeback has already been initiated through a third-party payment provider or bank without prior contact with Pequod's Pizza.
• Gift cards or promotional vouchers once redeemed.
• Orders affected by circumstances outside our control, including natural disasters, severe weather events, or delivery partner issues beyond a reasonable threshold.

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

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

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of the order, and the email address used to place the order.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food items, packaging, or any visible defects. This documentation significantly helps us process your request efficiently.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: meal-pequods.click
4. Step 4 — Provide Details: In your message, include your full name, order confirmation number, the specific issue experienced, and any photographs or supporting evidence.
5. Step 5 — Await Review: Our customer support team will review your request within 2–3 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution Notification: Once a decision has been made, you will be notified via the email address associated with your order. If approved, your refund will be processed according to the timeframes specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the payment method used at checkout:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution. Pequod's Pizza is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may be issued under the following conditions:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• A food quality concern applies to one or more specific items but not the entire order.
• An order cancellation request was received after preparation had already begun, in which case a partial refund reflecting unused costs may be considered.
• A discount, coupon code, or promotional offer was applied to the original order — refunds in these cases will reflect the actual amount paid rather than the full retail value.

The amount of a partial refund will be calculated based on the value of the specific items or portions of the order affected. Our support team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not available. However, in cases where an incorrect item was delivered or a food safety concern was identified, we may offer the following alternatives at our discretion:

• Order Replacement: A replacement of the correct or affected item(s) may be offered at no additional cost, subject to availability and geographic feasibility.
• Account Credit: In lieu of a monetary refund, we may offer equivalent store credit applicable to a future order on meal-pequods.click.
• Complimentary Item: For minor issues, a complimentary item on a future order may be offered as a goodwill gesture.

Customers wishing to explore exchange options should contact us at [email protected] within the applicable timeframe stated in Section 3.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms carefully, as food preparation often begins shortly after an order is placed.

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: A full refund will be issued, provided preparation has not yet commenced.
• Cancellation after 5 minutes: If preparation has already begun, cancellation may not be possible, and a refund may not be issued. We will make reasonable efforts to accommodate late cancellation requests but cannot guarantee approval.
• Once an order has been marked as "Out for Delivery" or "Ready for Pickup," cancellations will not be accepted.

9.2 Catering and Large Group Orders

• Cancellation 48 or more hours before the scheduled order time: A full refund will be issued.
• Cancellation between 24 and 48 hours before the scheduled order time: A partial refund of up to 50% of the total order value may be issued, depending on ingredient procurement and preparation costs already incurred.
• Cancellation less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and labor will have already been committed.

To cancel an order, please contact us immediately at [email protected] with your order confirmation number and cancellation request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated for senior review. Please reference your original refund request number and clearly explain why you believe the initial decision was incorrect. We aim to resolve escalated disputes within 5–7 business days.

10.2 Chargeback Rights

Customers retain the right to dispute a transaction directly with their credit card issuer or bank. However, we strongly encourage customers to exhaust our internal resolution process before initiating a chargeback, as chargebacks may affect your account standing with Pequod's Pizza. Under the Fair Credit Billing Act (FCBA) and relevant card network rules, you may have the right to dispute unauthorized or incorrect charges.

10.3 Consumer Protection Resources

Customers in the United States may also seek assistance from the following:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment-related disputes.
• Better Business Bureau (BBB): www.bbb.org — for business dispute mediation.
• Your state's Attorney General consumer protection office, for state-level consumer rights issues.

10.4 Informal Dispute Resolution

Before pursuing any formal legal action, both parties agree to attempt to resolve any dispute informally by providing written notice describing the nature of the dispute. We will respond within 30 days. If the dispute is not resolved within 60 days of notice, either party may pursue further remedies as permitted by law.

11. Fraudulent or Abusive Refund Requests

Pequod's Pizza is committed to fair practices and reserves the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or made in bad faith. This includes, but is not limited to:

• Repeated refund requests from the same customer without valid grounds.
• Submitting false or misleading information in a refund claim.
• Claiming a refund for an order that was demonstrably delivered correctly and in good condition.

In cases of suspected fraud, we reserve the right to suspend or terminate access to ordering services and to report fraudulent activity to relevant authorities.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of meal-pequods.click after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. We are committed to responding to all inquiries in a timely and professional manner.