Refund Policy

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

1. Overview

This Refund Policy applies to all food orders, catering services, and any purchases made through our website at pizzaranch-food.digital or through any other official Pizza Ranch ordering channel. By placing an order with us, you agree to the terms outlined in this policy.

We strive to ensure every pizza, side dish, and meal we serve meets the highest standards of quality and freshness. However, we understand that issues can sometimes arise, and we are committed to resolving them fairly and promptly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a food item or order that does not match what you placed (wrong toppings, wrong size, wrong items, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy at the time of ordering and the allergen was included in your food contrary to your instructions, you may be eligible for a full refund.
• Significant Delivery Delays: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory.
• Damaged Food: The food arrived in a condition that was significantly damaged and not suitable for consumption due to packaging failure or handling issues on our part.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Never Received: You paid for an order that was never delivered and was not available for pickup at the agreed time.

To be eligible for a refund, you must meet the following general conditions:

• The refund request must be submitted within the applicable timeframe (see Section 3 below).
• You must provide reasonable evidence of the issue (such as a photo of the incorrect or damaged item).
• The order must have been placed through an official Pizza Ranch ordering channel.
• Payment must have been successfully processed and confirmed.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your concern. The following timeframes apply:

4. Non-Refundable Items and Services

Certain items and situations are generally not eligible for refunds:

• Change of Mind: Refunds are not provided simply because you changed your mind after placing and receiving your order.
• Consumed Orders: If a significant portion of the food has been consumed before a quality complaint is raised, a refund may be denied or reduced.
• Customization Errors Made by Customer: If you made a mistake in customizing your order (e.g., selected the wrong toppings) and the order was prepared exactly as submitted, no refund will be issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the entire order is eligible for a full refund due to our error.
• Tips and Gratuities: Any tips added to your order at checkout are non-refundable.
• Promotional or Complimentary Items: Items provided free of charge as part of a promotion are not eligible for monetary refunds.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) must be disputed through those respective platforms, as we do not process direct refunds for those transactions.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem (e.g., incorrect item, damaged food, missing items in your bag). Keep all original packaging if possible.
2. Step 2 — Gather Your Order Details: Locate your order confirmation email or receipt. Have your order number, date and time of purchase, and the items ordered readily available.
3. Step 3 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe using one of the following methods:
   • Email: [email protected]
   • Website: pizzaranch-food.digital
4. Step 4 — Submit Your Request: In your communication, clearly state:
   • Your full name
   • Order number and date
   • The specific issue you experienced
   • The resolution you are requesting (full refund, partial refund, replacement)
   • Attach supporting photos or documentation
5. Step 5 — Await Review: Our customer support team will review your request within 1–3 business days and may follow up with additional questions.
6. Step 6 — Resolution Confirmation: Once a decision is made, we will notify you by email with the outcome and, if approved, information about when and how the refund will be processed.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment processor may take additional time to post the credit to your account. Pizza Ranch is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in your order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• A portion of the food was consumed prior to the complaint being raised, and the remaining portion is still disputed.
• The issue with the order was minor and did not render the entire order unusable (e.g., a minor topping error on one pizza out of a multi-item order).
• A catering order is partially canceled within the cancellation window (see Section 9).

The amount of a partial refund will be calculated based on the value of the affected item(s) minus any applicable fees, at our discretion. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace or remake your order at no additional charge. Exchanges or replacements are subject to the following conditions:

• The replacement offer is made at the discretion of Pizza Ranch based on the nature of the complaint.
• Replacements are typically fulfilled during our normal operating hours and may be subject to standard preparation and delivery times.
• You may choose to accept a replacement in lieu of a monetary refund, or you may request the monetary refund — you are not required to accept a replacement.
• Replacements are offered for the same item(s) as originally ordered. Upgrades or substitutions to different items may not be available as a replacement option.
• If a replacement is provided and you later also request a monetary refund for the same issue, the refund request may be denied, as the matter was resolved through the exchange.

9. Cancellation Policy

Our ability to accommodate cancellations depends on how far in advance the cancellation is made and the type of order placed.

9.1 Standard Food Orders (Delivery or Pickup)

• Cancellation before preparation begins: If you contact us before we have started preparing your order, we will cancel it and issue a full refund.
• Cancellation after preparation begins: Once food preparation has begun, cancellations are generally not accepted, and refunds will not be issued unless there is an error or quality issue on our part.
• If you wish to cancel an order, please contact us immediately at [email protected]. Due to the fast pace of food preparation, we recommend calling us as promptly as possible.

9.2 Catering and Large Group Orders

• Cancellation more than 48 hours before the event: Full refund of any deposit or prepayment made.
• Cancellation between 24 and 48 hours before the event: A cancellation fee of up to 50% of the total order value may be retained to cover preparation and procurement costs already incurred.
• Cancellation less than 24 hours before the event: No refund will be issued, as ingredients and labor will have already been committed.
• Catering cancellation requests must be submitted in writing to [email protected].

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to escalate your concern:

1. Step 1 — Internal Escalation: Reply to the resolution email you received and request that your case be reviewed by a senior member of our customer support team. Clearly explain why you believe the initial decision was incorrect and provide any additional evidence.
2. Step 2 — Written Formal Complaint: If escalation does not resolve your concern, you may submit a formal written complaint to us via email at [email protected] with the subject line "Formal Refund Dispute." We will respond within 5 business days.
3. Step 3 — Consumer Protection Agencies: If the matter is still unresolved, you have the right to contact the following agencies:
   • Federal Trade Commission (FTC): You may file a complaint at www.ftc.gov or call 1-877-FTC-HELP.
   • Your State Attorney General's Office: Most states have a consumer protection division that can assist with unresolved consumer complaints.
   • Better Business Bureau (BBB): You may file a complaint at www.bbb.org.
   • California Residents: If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Protection laws. Contact the California Department of Consumer Affairs for assistance.
4. Step 4 — Chargeback: As a last resort, if you paid by credit card and believe you have been wrongly charged, you may contact your credit card issuer to initiate a chargeback. We ask that you attempt to resolve the issue directly with us before initiating a chargeback, as chargebacks can be costly and time-consuming for both parties.

11. Fraudulent Refund Claims

Pizza Ranch reserves the right to deny refund requests that we have reasonable grounds to believe are fraudulent, exaggerated, or made in bad faith. This includes, but is not limited to:

• Repeatedly claiming missing or incorrect items without credible evidence.
• Submitting altered or fabricated photographic evidence.
• Attempting to claim refunds for orders placed on third-party platforms through our direct channels.

We reserve the right to suspend or terminate service to customers who engage in repeated or intentional fraudulent refund activity.

12. Changes to This Refund Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at pizzaranch-food.digital, with an updated "Last Updated" date at the top of the page. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

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

This Refund Policy was last reviewed and updated on May 22, 2026. By placing an order with Pizza Ranch, you acknowledge that you have read, understood, and agreed to this Refund Policy.