Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering the highest quality food and service to every customer. We take great pride in our ingredients, preparation, and presentation. However, we understand that there are occasions when an order may not meet your expectations, and we want to ensure that every customer experience is handled with fairness and care.

This Refund Policy outlines your rights and our procedures for requesting refunds, exchanges, cancellations, and resolving disputes. By placing an order with Dewey's Pizza, you agree to the terms set forth in this policy. Our practices are guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection regulations.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered, as confirmed by your order receipt or confirmation number.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared in accordance with our standard quality guidelines.
• Foreign Objects: A foreign object or contaminant was discovered in your food that was not listed as an ingredient.
• Significant Delay: Your delivery order arrived significantly later than the estimated delivery window, resulting in food that was cold, stale, or otherwise unacceptable.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Unauthorized Transaction: A charge was made to your account without your authorization.

3. Timeframes for Refund Requests

To ensure timely resolution of any issues with your order, we ask that all refund requests be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. If you believe your situation warrants special consideration beyond these timeframes, please contact us directly and we will do our best to assist you.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. Please review the following non-refundable categories carefully:

• Consumed Food: Food that has been substantially consumed or eaten is not eligible for a refund, except in cases of documented food safety concerns.
• Correctly Prepared Orders: If your order was prepared correctly according to your specifications and you simply changed your mind or did not enjoy the taste, a refund will not be issued.
• Delivery Fees: Delivery service fees are non-refundable once delivery has been dispatched, unless the delivery was not completed due to an error on our part.
• Promotional or Discounted Items: Items purchased using special promotional codes, coupons, or deep discounts may not be eligible for a full refund; only the actual amount paid may be refunded.
• Gift Cards and Store Credit: Purchases of gift cards and store credits are final and non-refundable.
• Catering Deposits: Deposits paid for catering or large group orders are non-refundable if the cancellation occurs less than 24 hours before the scheduled event.
• Customization Fees: Charges for special customizations or premium ingredient additions are non-refundable if the item was prepared as requested.

5. How to Request a Refund

To request a refund from Dewey's Pizza, please follow the steps below:

1. Step 1 – Gather Your Information: Locate your order confirmation number, receipt, or proof of purchase. If possible, take clear photographs of the issue (e.g., incorrect item, damaged packaging, food quality problem).
2. Step 2 – Contact Us Promptly: Reach out to our customer service team as soon as possible and within the applicable timeframe for your issue type. You may contact us via:
   • Email: [email protected]
   • Website: deweysdining.rest
3. Step 3 – Provide Details: When contacting us, please include the following information:
   • Your full name
   • Your order confirmation number or receipt number
   • The date and time of your order
   • A clear description of the issue
   • Any supporting photographs or documentation
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Review Process: Once we receive your request, our customer service team will review the information provided. We may reach out to you for additional details or clarification. Please allow up to 2 business days for your request to be reviewed.
5. Step 5 – Resolution: Upon completing our review, we will notify you of our decision via email or phone. If your refund is approved, we will process it according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may have their own internal timelines that can affect when funds appear in your account. We have no control over these external processing times.

7. Partial Refunds

In certain situations, Dewey's Pizza may issue a partial refund rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect or missing, while the remainder was delivered properly.
• The quality issue affected only specific items in a multi-item order.
• Your order was partially consumed before the issue was identified.
• A promotional discount was applied, and only the portion of the order affected by the issue qualifies for a refund.
• A delivery delay caused part of your order (e.g., beverages or sides) to be unaffected while other items suffered quality issues.

The amount of a partial refund will be determined by our customer service team based on the specific details of your complaint and the value of the affected items. We aim to ensure that any partial refund offered is fair and proportionate to the issue experienced.

8. Exchange Policy

In many cases involving incorrect or unsatisfactory orders, Dewey's Pizza may offer an exchange or replacement as an alternative to a monetary refund. Our exchange policy works as follows:

• Replacement Orders: If you received the wrong item or your order was prepared incorrectly, we will offer to prepare and deliver or provide for pickup the correct item as quickly as possible at no additional charge.
• Quality Issues: If your food did not meet our quality standards, we may offer a replacement item of equal value.
• Timing: Replacement orders are subject to our current kitchen capacity and delivery availability. We will do our best to fulfill replacements in a timely manner.
• Customer Preference: We understand that in some cases you may prefer a refund over a replacement. We will always try to accommodate your preference, subject to the eligibility conditions outlined in this policy.

Exchanges are not available for items that have been substantially consumed, or for situations where the original order was correctly prepared according to your specifications.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the nature of freshly prepared food:

9.1 Standard Orders (Pickup and Delivery)

• Within 5 Minutes of Placing Your Order: You may cancel your order for a full refund, provided the kitchen has not yet begun preparation.
• After Kitchen Preparation Has Begun: Once our kitchen team has started preparing your order, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• After Delivery Has Dispatched: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Catering and Large Group Orders

• More than 48 Hours Before the Event: Full refund of all payments made, including any deposit.
• 24 to 48 Hours Before the Event: 50% refund of the total order value; the deposit is non-refundable.
• Less than 24 Hours Before the Event: No refund will be issued. We will have already committed significant resources to your order.

9.3 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] or through our website at deweysdining.rest. Please include your order confirmation number and the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza offers a structured dispute resolution process to ensure your concerns are addressed fairly and thoroughly.

10.1 Step 1 – Internal Review

If you disagree with the initial decision made by our customer service team, you may request an internal review by a senior member of our management team. Please submit your review request in writing to [email protected] with the subject line "Refund Dispute – Internal Review Request." Include your original complaint details, your order number, and a clear explanation of why you believe the initial decision was incorrect. We will respond to your review request within 5 business days.

10.2 Step 2 – Mediation

If the internal review does not resolve your dispute to your satisfaction, both parties may agree to enter into informal mediation. Mediation involves a neutral third party who will facilitate a discussion between you and Dewey's Pizza to reach a mutually acceptable resolution. Each party is responsible for its own costs associated with mediation.

10.3 Step 3 – Consumer Protection Agencies

You also have the right to file a complaint with relevant consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office: Contact your local state attorney general's office for state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card company. We are committed to resolving issues quickly and directly. Initiating a chargeback without first contacting us may result in delays and could limit our ability to offer store credit or other accommodations. If a chargeback is filed, we reserve the right to provide all relevant transaction information to the financial institution as part of the dispute process.

11. Consumer Rights Under United States Law

As a customer in the United States, you are protected by a number of federal and state consumer protection laws. Dewey's Pizza is fully committed to complying with all applicable regulations, including:

• The Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive acts or practices in commerce. Our refund policy is designed to be transparent and fair in compliance with FTC guidelines.
• State Consumer Protection Laws: Many states have their own consumer protection statutes that may provide additional rights. We encourage you to review the laws applicable in your state.
• Food Safety Regulations: All food safety complaints involving potential health risks will be treated with the utmost urgency and may be reported to local health authorities as required by law.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state consumer protection laws.

12. Policy Updates

Dewey's Pizza 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 deweysdining.rest. The date of the most recent update will be reflected at the top of this page. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any modifications constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to speak with a member of our customer service team, please do not hesitate to contact us using the information below. We are committed to responding to all inquiries promptly and resolving issues as efficiently as possible.