Refund Policy

Last Updated: April 25, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering a superior dining experience with every order. We take great pride in the quality of our food and the reliability of our service. However, we understand that situations may arise where a customer is not fully satisfied with their order. This Refund Policy outlines the terms and conditions under which refunds, replacements, or credits may be issued.

By placing an order through our website at pizz-deweys.click or through any other ordering channel associated with Dewey's Pizza, you agree to the terms set forth in this policy. Our practices are consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. Dewey's Pizza will evaluate refund requests on a case-by-case basis. The following conditions generally make an order eligible for a refund or replacement:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in an unacceptable condition — for example, it was clearly undercooked, burnt, or otherwise inedible due to a preparation error on our part.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time provided at the time of ordering, resulting in food that was no longer suitable for consumption.
• Order Never Delivered: You did not receive your delivery order and it cannot be confirmed as delivered by our system or the delivery partner.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

Refunds will not be issued solely based on personal taste preferences or general dissatisfaction without a verifiable issue related to the above conditions.

3. Timeframes for Refund Requests

Timing is critical when submitting a refund request. To ensure we can properly investigate your concern and take corrective action, please adhere to the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. 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

Certain items and circumstances are explicitly excluded from our refund policy. The following are generally non-refundable:

• Orders that have already been consumed, partially or fully, unless a verifiable quality issue is identified.
• Customized or special-request orders where the preparation followed customer specifications accurately.
• Delivery fees and service charges, except in cases where the delivery was never completed or a significant error occurred on our part.
• Promotional items, complimentary add-ons, or orders placed using discount codes where the discount itself was applied correctly.
• Orders canceled after preparation has begun (see Section 8 for cancellation details).
• Dissatisfaction based solely on personal taste or preference, where the order was correctly prepared as specified.
• Digital gift cards or online credits that have already been redeemed.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps outlined below. Providing accurate and complete information will help us resolve your concern as quickly as possible.

1. Step 1 – Contact Us Promptly: Reach out to our customer support team within the applicable timeframe listed in Section 3. You can contact us via email at [email protected] or visit our website at pizz-deweys.click.
2. Step 2 – Provide Your Order Details: Include your full name, contact information, order number, date and time of the order, and the channel through which the order was placed (website, phone, third-party app).
3. Step 3 – Describe the Issue: Clearly explain the nature of the problem. Be as specific as possible — for example, indicate which items were missing, incorrect, or had quality concerns.
4. Step 4 – Submit Supporting Evidence (If Applicable): Where possible, attach photographs of the item(s) in question. Photos help us investigate the issue and expedite a resolution.
5. Step 5 – Await Confirmation: Once we receive your request, our team will send you an acknowledgment email within 1 business day confirming that your case is under review.
6. Step 6 – Resolution: We will notify you of our decision within 3–5 business days. If your request is approved, we will inform you of the refund amount and the method by which it will be processed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will vary depending on your original payment method. The following are estimated processing timelines:

Please note that while Dewey's Pizza processes refunds promptly upon approval, we cannot control the exact timing by which your bank or financial institution posts the credit to your account. If you have not received your refund within the timeframe listed above, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In some situations, a full refund may not be appropriate, and Dewey's Pizza reserves the right to issue a partial refund based on the nature and extent of the issue. Partial refunds may be granted in the following circumstances:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory — a partial refund will reflect only the value of those specific items.
• A portion of the order was consumed before a quality issue was identified — the refund will be proportionally adjusted.
• A delivery arrived late but the food was still acceptable in condition — we may issue a partial refund or a store credit at our discretion.
• A discount or promotional price was applied to the original order — the refund will reflect the actual amount paid, not the original listed price.

The determination of whether a partial or full refund is appropriate rests solely with Dewey's Pizza management, based on a fair and reasonable assessment of the reported issue.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because food preparation begins quickly after an order is placed, cancellations are subject to the following conditions:

8.1 Standard Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued, provided that preparation has not yet commenced.
• Cancellation after preparation has begun: We are unable to offer a refund once your food is in preparation. If you wish to cancel, please contact us immediately, and we will make every effort to stop the order, though we cannot guarantee this is possible.

8.2 Pre-Orders and Catering Orders

• More than 24 hours before the scheduled time: Full refund issued.
• Between 12–24 hours before the scheduled time: A partial refund of up to 50% may be issued, as ingredients and preparation may have already been arranged.
• Less than 12 hours before the scheduled time: No refund will be issued, as significant preparation resources will have already been committed.

To cancel an order, please contact us as soon as possible via email at [email protected]. Include your order number, name, and the reason for cancellation in your message.

9. Exchange Policy

In lieu of a monetary refund, Dewey's Pizza may offer to replace an incorrect or unsatisfactory order with a freshly prepared replacement. The following conditions apply to exchanges:

• Replacement orders are offered at Dewey's Pizza's discretion based on the nature of the complaint.
• Replacement requests must be made within 2 hours of receiving the original order.
• For delivery orders, the replacement will be delivered to the same address at no additional charge, subject to delivery availability.
• For pickup orders, the customer will be notified when the replacement is ready for collection.
• If you accept a replacement, you may not subsequently request a monetary refund for the same order, unless the replacement also has a verifiable issue.
• Replacements are offered for the same item(s) that were incorrect or unsatisfactory — substitutions for different menu items are not guaranteed but may be accommodated at our discretion.

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 fair and impartial review of your concern.

10.1 Internal Escalation

If you disagree with our initial decision, you may escalate your concern by sending a written request to [email protected] with the subject line "Refund Dispute – [Your Order Number]". Your escalated complaint will be reviewed by a senior member of our customer service team within 5 business days. We will provide a final written response outlining our position.

10.2 Third-Party Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund and dispute resolution process may be governed in part by that platform's own policies. We recommend contacting the respective platform's support team directly for orders placed through their service. Dewey's Pizza will cooperate with third-party investigations as required.

10.3 Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card issuer without first attempting to resolve the issue directly with Dewey's Pizza, we reserve the right to contest the chargeback and provide evidence of the original transaction. We strongly encourage customers to contact us directly before pursuing a chargeback, as most issues can be resolved more quickly through our internal process.

10.4 Applicable Law

This Refund Policy is governed by the laws of the United States. Consumers may also have additional rights under applicable state consumer protection laws. Nothing in this policy is intended to limit any rights you may have under federal law, including protections provided by the Federal Trade Commission Act.

11. Customer Rights and Our Commitment

Dewey's Pizza is committed to treating every customer fairly and with respect. We value your business and your feedback. Our refund policy is not intended to create barriers to resolution — rather, it is designed to ensure consistency, prevent abuse, and allow us to address genuine concerns in a timely and organized manner.

We continuously review our products and services, and customer feedback — including complaints — plays an important role in improving our operations. Whether or not a refund is ultimately issued, every concern raised by a customer is taken seriously and used to inform our quality assurance processes.

12. Changes to This Policy

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizz-deweys.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage customers to review this policy periodically to stay informed of any updates.

Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or concerns, please reach out to our customer support team using the contact information below. We are here to help and will respond to all inquiries as quickly as possible.