Refund Policy

At Pizzana, customer satisfaction is our top priority. We are committed to providing fresh, high-quality food with every order. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, and explains the steps you need to follow to submit a refund request. Please read this policy carefully before placing your order.

By placing an order through our website pizzas-pizzana.click or through any other channel associated with Pizzana, you acknowledge and agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state regulations.

1. Eligibility Conditions for Refunds

We understand that issues can arise with food orders. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise not meeting reasonable quality standards at the time of delivery.
• Order Not Received: Your delivery order was never received, and the issue has been verified by our team.
• Significant Delays: Your order was delivered significantly later than the estimated delivery time provided at checkout, causing the food to be unusable.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy at the time of ordering and the food was prepared without honoring that specification, you may be eligible for a full refund.

To be eligible for a refund, the issue must be reported within the timeframes outlined in Section 2 of this policy. Refund requests that do not meet the eligibility criteria listed above may be reviewed on a case-by-case basis at the sole discretion of Pizzana.

2. Timeframes for Refund Requests

Time-sensitive reporting is essential for food-related refund claims. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is an issue.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving your order.
• Partially Consumed Food: If more than 25% of a food item has been consumed, a full refund will not be issued for that item. Partial refunds may apply (see Section 6).
• Customized or Special Orders: Orders placed with specific custom requests that were fulfilled correctly are non-refundable.
• Promotional or Free Items: Items received as part of a promotion, discount, or free offer are not eligible for refunds.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Tips and Gratuities: Gratuities paid at the time of checkout are non-refundable.
• Orders Placed Incorrectly by the Customer: If you placed an order with an incorrect address, wrong item selections, or other customer-side errors, refunds will not be issued unless the error is reported before the order is prepared.
• Expired Promotional Codes: If you failed to apply a promotional code before completing your order, refunds for the discount amount will not be issued after the transaction is finalized.

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

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

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem (e.g., incorrect item, poor food quality, missing item, packaging damage). This documentation is highly recommended to support your claim.
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pizzas-pizzana.click
3. Step 3 — Provide Order Details: When contacting us, please include the following information:
   • Your full name
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photos or videos supporting your claim (if applicable)
   • Your preferred resolution (refund, replacement, or credit)
4. Step 4 — Review Process: Our team will review your request and respond within 1–3 business days. We may ask for additional information to process your claim.
5. Step 5 — Resolution: Once your request is approved, we will process your refund, issue a store credit, or arrange a replacement, depending on the nature of the issue and your preferred resolution.

5. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your refund depends on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is subject to your bank or payment provider's policies. Pizzana is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or missing — a refund will be issued for those specific items only.
• The food was partially consumed before the issue was identified — a partial refund may be calculated based on the uneaten portion.
• The order was delivered late but the food was still acceptable for consumption — a partial refund may be offered as compensation for the inconvenience.
• Minor quality issues that do not render the entire order inedible — a partial refund or store credit may be issued at our discretion.
• A promotional discount was applied to the order — the refund will be calculated based on the actual amount paid, not the full retail value.

The amount of any partial refund will be determined by our customer support team after reviewing the details of your claim. We strive to be fair and reasonable in all partial refund decisions.

7. Exchange Policy

In lieu of a monetary refund, Pizzana may offer to replace your order or provide store credit under certain circumstances. Exchanges and replacements are subject to the following conditions:

• Order Replacement: If your order was incorrect or contained quality issues, we may offer to remake and deliver or provide a replacement order at no additional charge. Replacement orders must be requested within 2 hours of the original delivery.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s) or order. Store credit can be used on your next order at Pizzana and is valid for 90 days from the date of issuance.
• Item Substitution: If a specific menu item is unavailable at the time of your replacement, we will offer a comparable substitute of equal or greater value, or issue a refund for that item.
• Exchanges for In-Store Purchases: For in-store purchases, exchanges or replacements must be requested at the point of sale or within 30 minutes of leaving the establishment.

Exchanges and replacements are subject to availability and operational hours. We reserve the right to limit replacement orders to one per customer per transaction.

8. Cancellation Policy

Order cancellations are time-sensitive because food preparation begins shortly after an order is placed. Please review our cancellation terms below:

8.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued if the order has not yet entered the preparation stage.
• Cancellation after 5 minutes but before preparation begins: A full refund may still be possible. Please contact us immediately at [email protected].
• Cancellation after preparation has begun: Once food preparation has started, cancellations are generally not accepted, and refunds will not be issued unless there are extenuating circumstances.
• Cancellation after dispatch (delivery orders): Once an order has been dispatched for delivery, cancellations are not accepted.

8.2 Scheduled or Pre-Orders

• Scheduled orders may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made less than 2 hours before a scheduled order may be subject to a cancellation fee of up to 50% of the order total.
• Large group orders or catering orders must be cancelled at least 24 hours in advance to receive a full refund. Late cancellations on catering orders may result in a partial or no refund.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or if a dispute arises regarding any transaction with Pizzana, we encourage you to follow the steps below:

1. Step 1 — Internal Resolution: Contact our customer support team directly at [email protected] to explain your concern. We will make every effort to resolve the issue promptly and fairly.
2. Step 2 — Escalation: If your issue is not resolved to your satisfaction within 5 business days, you may request that your complaint be escalated to a senior member of our management team by clearly stating "Escalation Request" in the subject line of your email.
3. Step 3 — Chargeback or External Complaint: If you remain unsatisfied after following the above steps, you may contact your bank or credit card provider to initiate a chargeback under applicable consumer protection rules. You also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your relevant state consumer protection agency.

This Refund Policy is governed by the laws of the United States, including applicable FTC regulations and consumer protection statutes. Any legal disputes that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless otherwise agreed in writing by both parties.

10. Fraud Prevention

Pizzana takes fraudulent refund claims seriously. Submitting false, misleading, or exaggerated refund claims is a violation of this policy and may constitute fraud under applicable United States law. We reserve the right to:

• Deny refund requests that appear to be fraudulent or in bad faith.
• Suspend or permanently ban accounts that repeatedly submit fraudulent claims.
• Report suspected fraud to the appropriate law enforcement authorities.
• Pursue legal remedies available under federal and state law.

11. Changes to This Refund Policy

Pizzana reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzas-pizzana.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer support team is ready to assist you:

We value every customer and are dedicated to ensuring your experience with Pizzana is a positive one. Thank you for choosing us, and we look forward to serving you again.