Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

Please read this Refund Policy carefully before placing any order through our website pizzana.rest or any other ordering channel we operate. By placing an order with Pizzana, you acknowledge and agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

1. General Overview

Pizzana is a food service establishment committed to customer satisfaction. Because we deal in perishable food products, our refund policy necessarily differs from those of retailers selling durable goods. We assess each refund or complaint request on a case-by-case basis, always striving to find a fair resolution for our customers.

This policy applies to all orders placed:

• Directly through our website at pizzana.rest
• Via telephone orders placed to our restaurant
• Through authorized third-party delivery platforms that partner with Pizzana
• In-person at any Pizzana physical location

2. Eligibility Conditions for Refunds

We will consider a refund request eligible under the following circumstances:

2.1 Food Quality Issues

You may be entitled to a full or partial refund if:

• The food delivered or served was of an unacceptable quality standard — for example, undercooked, overcooked, or spoiled.
• The food contained foreign objects or substances not expected in the dish.
• The food was cold upon delivery due to circumstances within our control (excluding extreme weather conditions or circumstances beyond our reasonable control).
• The food presented a clear food safety concern.

2.2 Incorrect Orders

You may be eligible for a refund if:

• You received an item that was entirely different from what you ordered.
• Items were missing from your order that were charged to you.
• Customization requests confirmed at the time of your order were not honored (e.g., specific topping exclusions due to allergies or preferences).

2.3 Non-Delivery

If your order was confirmed and charged but never delivered, and after reasonable investigation it is determined that the failure was not attributable to an incorrect address provided by you or other circumstances beyond our control, you will be eligible for a full refund.

2.4 Significant Delays

In cases where a delivery is significantly delayed beyond the estimated delivery window — generally more than 45 minutes beyond the quoted delivery time — and the food is rendered unsatisfactory as a result, Pizzana may issue a partial or full refund at its discretion.

3. Non-Refundable Items and Situations

Certain items, services, and situations are not eligible for refunds. Please review the following carefully:

4. Timeframes for Refund Requests

To maintain the integrity of our review process and to ensure we can adequately assess claims, refund requests must be submitted within the following timeframes:

• Food quality or incorrect order issues: Requests must be submitted within 2 hours of the time of delivery or pick-up. We strongly encourage customers to inspect their order upon receipt.
• Non-delivery claims: Must be reported within 24 hours of the expected delivery time.
• Billing errors or overcharges: Must be reported within 7 calendar days of the transaction date appearing on your bank or credit card statement.
• Catering and large group orders: Cancellations and refund requests must be submitted at least 48 hours before the scheduled service time to be eligible for any refund.

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

Follow the steps below to submit a refund request with Pizzana:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of your order
   • A clear description of the issue
   • Photographic evidence where applicable (e.g., incorrect item, damaged packaging, food quality issue)
2. Contact Our Customer Service Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: pizzana.rest (via our contact form)
3. Submit Your Request: Clearly state that you are requesting a refund, describe the issue in detail, and attach any supporting evidence such as photos.
4. Receive Acknowledgment: Our team will acknowledge your request within 1 business day via the contact method you provided.
5. Review and Decision: We will review your claim, which may involve verifying details with our kitchen or delivery staff. A decision will typically be communicated within 3–5 business days of receiving your complete request.
6. Resolution: If your refund is approved, we will process it according to the payment method used and within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Note: Actual timing may vary depending on your financial institution or payment processor. Pizzana is not responsible for delays caused by third-party financial entities once the refund has been initiated on our end.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Pizzana may issue a partial refund under the following conditions:

• Only certain items from a multi-item order were incorrect or unsatisfactory — a refund will be issued for the affected items only.
• A portion of the food was consumed before the issue was identified — in such cases, the refund may be proportionate to the unconsumed portion.
• The issue was partially caused by customer error (e.g., incorrect customization instructions provided by the customer).
• A significant delay occurred but the food was still delivered and deemed acceptable in quality — a partial credit or discount on a future order may be offered instead.

The exact amount of any partial refund will be determined at Pizzana's sole reasonable discretion, based on the nature and extent of the issue reported.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, we are generally unable to offer direct exchanges for delivered or consumed items. However, in appropriate circumstances — particularly for in-restaurant dining or local pick-up orders — Pizzana may offer to:

• Replace an incorrect or unsatisfactory item with the correct item freshly prepared, if the issue is reported promptly and the original item is returned uneaten.
• Provide a store credit equal to the value of the item in question, redeemable on a future order within 90 days of issuance.
• Offer a complimentary item of similar value as a goodwill gesture, at our discretion.

All exchange requests must be made at the time of your visit or within 2 hours of delivery. Requests made after food has been substantially consumed will not be eligible for exchanges.

9. Cancellation Policy

9.1 Standard Orders

If you wish to cancel an order, you must do so within 5 minutes of placing it. Once our kitchen has begun preparing your order, cancellation may not be possible, and a refund may not be issued.

To cancel an order, contact us immediately at [email protected] or visit pizzana.rest. We will make every reasonable effort to accommodate last-minute cancellation requests, but we cannot guarantee cancellation once food preparation has begun.

9.2 Catering and Large Group Orders

For catering or large group orders, the following cancellation terms apply:

9.3 Orders Placed via Third-Party Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), cancellation must be handled through that platform's own cancellation policy. Pizzana is not responsible for cancellation outcomes for orders facilitated through third parties.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to follow the dispute resolution process outlined below:

1. Internal Escalation: Request that your complaint be escalated to a senior member of our customer service or management team by emailing [email protected] with "Escalation Request" in the subject line. We aim to respond to escalated disputes within 5 business days.
2. Written Formal Complaint: If escalation does not resolve the matter, you may submit a formal written complaint to our management team via our website at pizzana.rest.
3. Third-Party Mediation: If internal resolution is not achieved, parties may agree to engage a neutral third-party mediator to assist in reaching a resolution.
4. Consumer Protection Agencies: You retain the right to file a complaint with the relevant consumer protection authority, including your state's Attorney General's office or the Federal Trade Commission (FTC) at ftc.gov.
5. Legal Remedies: Nothing in this policy limits your rights to pursue legal remedies available under applicable United States federal or state law.

11. Your Rights Under Applicable Law

Depending on the state in which you reside, you may have additional consumer rights not described in this policy. In particular, California residents may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes. Pizzana respects and honors all applicable state and federal consumer protection rights.

This Refund Policy does not affect any statutory rights you may have under applicable United States law. If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

12. Amendments to This Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzana.rest with the updated effective date clearly indicated. We encourage you to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, questions, or complaints, please contact our customer service team using the details below. We are committed to responding to all inquiries promptly and professionally.

When contacting us, please include your order number, the nature of your concern, and any supporting evidence. This will allow us to assist you as efficiently as possible.

This Refund Policy was last updated on March 29, 2026, and is effective as of the same date.