Refund Policy

Effective Date: April 11, 2026  |  Last Updated: April 11, 2026

1. Overview

This Refund Policy applies to all orders placed through our website pizzana-pizzas.click, by phone, or through any authorized third-party delivery platforms affiliated with Pizzana. By placing an order with us, you agree to the terms set forth in this policy. We encourage you to read this document carefully before completing any purchase.

Our goal is to ensure every pizza, side dish, and beverage you receive meets the highest standards of freshness, taste, and presentation. If for any reason your experience does not meet your expectations, we want to make it right. This policy is designed to be fair, transparent, and in full compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received a product that is different from what you ordered (wrong pizza, wrong toppings, wrong size, wrong quantity).
• Quality Issues: The food delivered was visibly undercooked, overcooked, spoiled, or otherwise not prepared to acceptable food safety standards.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Significant Delivery Delay: Your order was delivered significantly beyond the estimated delivery window (generally more than 45 minutes past the confirmed estimated time) due to a fault on our part, and the food was rendered inedible as a result.
• Damaged Order: The food arrived in a condition that renders it inedible due to packaging failure or mishandling during delivery by Pizzana's own delivery staff.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and is confirmed to be associated with our platform.

Eligibility is subject to review and verification by our customer service team. We reserve the right to request supporting evidence, such as photographs of the food received, to process your request accurately and fairly.

3. Timeframes for Refund Requests

To ensure a timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their order immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Circumstances

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and confirmed, unless the order has not yet entered preparation (see Cancellation Policy below).
• Customization Errors by the Customer: If you made an error in your order (e.g., selected the wrong toppings, wrong size, or wrong items), and the order was prepared exactly as submitted, no refund will be issued.
• Partially Consumed Food: If more than a reasonable portion of the food has been consumed before a complaint is raised, a refund may be declined or reduced.
• Orders Delivered to an Incorrect Address Provided by the Customer: If delivery was completed to the address you provided at checkout, we are not responsible for non-receipt.
• Third-Party Delivery Platform Issues: Issues arising solely from delays or errors caused by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) not directly affiliated with Pizzana must be resolved through those platforms directly.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special offers are non-refundable unless they meet another eligible refund criterion.
• Digital Gift Cards or Credits: Once issued or redeemed, digital gift cards and account credits are non-refundable.

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

Requesting a refund from Pizzana is straightforward. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team within the applicable timeframe (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: pizzana-pizzas.click
2. Step 2 — Provide Your Order Information: Include the following details in your request:
   • Full name used to place the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue you are experiencing
   • Email address associated with the order
3. Step 3 — Submit Supporting Evidence (if applicable): If your issue relates to food quality, wrong items, or missing items, please attach clear photographs of the food or packaging as received. This helps us investigate your claim accurately and quickly.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1 business day and begin reviewing your case.
5. Step 5 — Resolution: Once the review is complete, we will notify you of the outcome and, if approved, initiate the refund or provide an appropriate remedy (such as a replacement or store credit).

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 depends on your original payment method:

Please note that while we initiate refunds promptly upon approval, processing times may vary depending on your bank or financial institution. If you do not see your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us again.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only certain items in your order were incorrect, missing, or of poor quality, and other items were delivered correctly and satisfactorily.
• The food was delivered late but was still edible and partially consumed.
• Packaging was slightly damaged but the food inside remained safe and consumable.
• A promotional discount was applied to the original order, and the refund will reflect the actual amount paid for the affected items.

The amount of a partial refund will be calculated based on the price of the affected item(s) only, minus any applicable discounts or promotional credits applied to those items. Our customer service team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product and receiving a different one at a later time) are generally not feasible. However, Pizzana may offer the following alternatives in lieu of a monetary refund:

• Order Replacement: If the issue is identified promptly (within 1 hour of delivery or pickup), we may offer to re-prepare and re-deliver or arrange pickup of the correct or replacement item, subject to operational availability and delivery area constraints.
• Store Credit: In cases where a replacement is not feasible, we may issue Pizzana store credit equivalent to the value of the affected item(s), which can be applied to your next order.

Exchanges and replacements are offered at the discretion of Pizzana's customer service team and are subject to order volume, location, and timing. We will always communicate clearly about what options are available to you.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured as follows:

• Cancellation Before Preparation Begins: If you need to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered preparation, we will cancel it and issue a full refund to your original payment method.
• Cancellation After Preparation Has Begun: If your order is already being prepared, cancellation is not possible. No refund will be issued in this case unless another refund-eligible condition is also present (e.g., wrong items upon delivery).
• Cancellation of Scheduled/Pre-Orders: For orders scheduled in advance, cancellations must be made at least 2 hours before the scheduled delivery or pickup time to be eligible for a full refund.
• Cancellation Due to Pizzana's Inability to Fulfill: If we are unable to fulfill your order for any reason (e.g., ingredient unavailability, operational issues, delivery area constraints), we will notify you promptly and issue a full refund automatically.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through our structured dispute resolution process before pursuing external remedies:

1. Internal Escalation: Request that your case be reviewed by a senior member of our customer service team by clearly stating your request in your follow-up communication. We aim to resolve all escalated disputes within 3 business days.
2. Formal Written Complaint: If internal escalation does not resolve your concern, you may submit a formal written complaint to our contact email at [email protected] with the subject line "Formal Dispute — [Your Order Number]." We will respond within 5 business days with a final decision.
3. Consumer Protection Agencies: If you remain unsatisfied, you have the right to file a complaint with relevant consumer protection agencies, including:
   • The Federal Trade Commission (FTC) at ftc.gov
   • Your state's Attorney General's Office or consumer protection division
   • The Better Business Bureau (BBB) at bbb.org
4. Chargeback Rights: You retain the right to dispute a charge with your credit card issuer or bank. However, we ask that you allow us the opportunity to resolve the issue directly before initiating a chargeback, as we are committed to reaching a fair resolution.

Pizzana is committed to resolving all disputes in good faith and in accordance with applicable United States consumer protection laws, including the FTC Act (15 U.S.C. § 45) and relevant state statutes governing unfair or deceptive trade practices.

11. Our Rights and Limitations

Pizzana reserves the right to:

• Decline refund requests that do not meet the eligibility criteria outlined in this policy.
• Request reasonable evidence before processing any refund or replacement.
• Limit the number of refunds or credits issued to a single customer account if patterns of abuse are identified.
• Modify this Refund Policy at any time. Changes will be posted on our website with an updated effective date and will apply to all orders placed after the date of the change.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer service team using the information below. We are dedicated to responding to all inquiries promptly and professionally.

When contacting us, please have your order number and relevant details ready to help us serve you as efficiently as possible. We are committed to making every interaction with Pizzana a positive one, and we appreciate your trust in choosing us for your dining experience.