Refund Policy

Effective Date: June 9, 2026 | Last Updated: June 9, 2026

1. Introduction

Welcome to Pizza Factory, accessible at pizzafactory-eat.click. We are committed to delivering high-quality food products and exceptional customer service. However, we understand that issues may occasionally arise with your order. This Refund Policy has been established to ensure a fair, transparent, and consistent approach to resolving such concerns.

By placing an order through our website or any affiliated ordering platform, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

For any refund-related inquiries, you may contact us directly at: [email protected] or visit our website at pizzafactory-eat.click.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item or order that does not match what you placed. For example, you ordered a pepperoni pizza but received a vegetarian pizza.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Packaging: The order arrived with severely damaged packaging that compromised the quality or safety of the food.
• Significant Delay: Your order was delivered significantly beyond the estimated delivery time communicated at the time of order placement, and you no longer wished to receive the order.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

Pizza Factory reserves the right to assess each refund request on a case-by-case basis. Approval of a refund is at the sole discretion of Pizza Factory management, subject to verification of the claimed issue.

3. Non-Refundable Items and Situations

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

• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Customized or special-request items that were prepared exactly as specified by the customer.
• Promotional or discounted items purchased as part of a limited-time deal, unless a qualifying defect is present.
• Gift cards or prepaid credits purchased through our platform.
• Orders that have been fully consumed before a complaint is raised.
• Delivery fees, service fees, and platform fees, unless the entire order qualifies for a full refund due to our error.
• Orders affected by circumstances outside our control, including but not limited to extreme weather conditions, natural disasters, or third-party delivery partner delays.
• Refund requests submitted beyond the eligible timeframe as described in Section 4 of this policy.

4. Timeframes for Refund Requests

To ensure a prompt and accurate review, refund requests must be submitted within the following timeframes:

Refund requests submitted after the applicable deadline will not be honored under standard policy. However, Pizza Factory may consider late requests in exceptional circumstances, solely at its discretion.

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or through our website at pizzafactory-eat.click. Do not discard the food or packaging before contacting us.
2. Step 2 – Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or confirmation number
   • Date and time of order
   • Delivery address or pickup location
   • A clear description of the issue
   • The specific item(s) affected
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs or videos clearly showing the issue (e.g., wrong item, damaged packaging, quality problem). This significantly helps us assess your claim quickly and accurately.
4. Step 4 – Await Review: Our customer support team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 24 hours of receipt.
5. Step 5 – Receive Decision: Once your request has been reviewed, you will be notified via email whether your refund has been approved, partially approved, or denied. If approved, your refund will be processed in accordance with Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may be subject to your bank's or payment processor's internal timelines. Pizza Factory is not responsible for delays caused by third-party financial institutions.

All approved refunds will be issued to the original payment method used at the time of purchase, unless otherwise agreed upon in writing.

7. Partial Refunds

In certain situations, only a partial refund may be issued. Partial refunds may apply in the following circumstances:

• Only specific items within a multi-item order were incorrect, missing, or defective — the refund will apply only to those specific items and not the entire order.
• An item was partially consumed before the customer reported a quality issue — a reduced refund may be offered at our discretion.
• The customer requested a modification that contributed to the quality issue — we may offer a partial refund as a goodwill gesture.
• Delivery fees may be partially refunded if a delay was caused by our delivery team but the food was otherwise acceptable.

The amount of any partial refund will be calculated based on the value of the affected item(s) or services, minus any non-refundable fees. You will be informed of the partial refund amount before it is processed and given the opportunity to accept or escalate the decision.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for delivered orders. However, the following exchange options may be available:

• In-Store or Pickup Orders: If you are at our location at the time of pickup and your order is incorrect or does not meet quality standards, we will prepare a replacement order at no additional charge, subject to availability and verification of the issue.
• Re-delivery: In cases where an incorrect item was delivered, Pizza Factory may offer to re-deliver the correct item at no additional cost, where operationally feasible. This option is available only within our standard delivery hours and service area.
• Store Credit: If a replacement or re-delivery is not feasible, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.

Exchanges are subject to the same eligibility conditions and timeframes as refund requests. To request an exchange, please follow the same process outlined in Section 5 above and indicate your preference for an exchange rather than a monetary refund.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through Pizza Factory:

9.1 Pre-Preparation Cancellations

If you need to cancel your order, you must do so before the kitchen begins preparing your food. In most cases, this window is within 5 minutes of placing your order. Cancellations made within this timeframe are eligible for a full refund to the original payment method.

9.2 Post-Preparation Cancellations

Once your order has entered the preparation stage, cancellations are generally not accepted. If a cancellation is requested after preparation has begun, no refund will be issued. In exceptional circumstances, a store credit may be offered at our discretion.

9.3 Scheduled or Pre-Orders

For scheduled or pre-orders placed in advance, cancellations must be submitted at least 1 hour before the scheduled preparation time to qualify for a full refund. Cancellations made within 1 hour of the scheduled time will not be eligible for a refund.

9.4 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number and cancellation request. You may also use the cancellation option in your account dashboard on pizzafactory-eat.click, if available. We will confirm the cancellation and advise on any applicable refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Factory provides a structured dispute resolution process to ensure your concerns are addressed fairly and efficiently.

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or the resolution offered was insufficient, you may escalate your complaint to a senior member of our customer service team by sending an email to [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". Please include all relevant details, prior communications, and any supporting documentation.

We commit to reviewing all escalated disputes within 5 business days and providing a final written response.

10.2 Chargeback Rights

You retain the right to contact your bank or credit card issuer to initiate a chargeback if you believe an unauthorized or erroneous charge has been made. However, we encourage you to work with us directly before initiating a chargeback, as we are committed to resolving issues promptly and fairly. Fraudulent chargeback requests may result in account suspension and potential legal action.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights protected by the Federal Trade Commission (FTC) under the FTC Act. If you feel your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before resorting to formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith negotiation. If an agreement cannot be reached informally, either party may pursue mediation through a mutually agreed-upon neutral third party, with costs shared equally between both parties.

10.5 Governing Law

This Refund Policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any legal action not resolved through informal means shall be subject to the jurisdiction of the appropriate courts located in the United States.

11. Fraudulent Refund Requests

Pizza Factory takes fraudulent activity seriously. Any customer found to be submitting false, misleading, or exaggerated refund claims may have their account suspended or permanently banned from our platform. We reserve the right to pursue legal remedies in cases of deliberate fraud or abuse of our refund policy.

Examples of fraudulent refund behavior include, but are not limited to:

• Claiming an item was missing when it was received
• Submitting edited or fabricated photographs as evidence
• Repeatedly requesting refunds without legitimate cause
• Initiating chargebacks for orders that were correctly fulfilled

12. Changes to This Refund Policy

Pizza Factory reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at pizzafactory-eat.click. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below: