Refund Policy

At Pizzana, we are committed to ensuring every customer has a satisfying experience. We understand that issues can occasionally arise with food orders, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at pizzana-cafe.digital.

This policy applies to all orders placed directly through our website or any affiliated ordering platform and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

1. Our Commitment to Customer Satisfaction

Pizzana takes great pride in the quality of our food and service. We use fresh ingredients and follow strict preparation standards to deliver the best possible experience to every customer. However, we recognize that errors may occur — whether in order accuracy, food quality, or delivery — and we are dedicated to making things right when they do.

Our refund policy is designed to be fair, transparent, and easy to understand. We encourage all customers to review this policy before placing an order so that expectations are clear from the outset.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not delivered or included.
• Poor Food Quality: The food arrived in an unacceptable condition — including being undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time (generally more than 45 minutes beyond the quoted estimate) due to circumstances within our control, resulting in food that is no longer reasonably consumable.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed but never delivered, with no reasonable explanation provided by the delivery party.
• Allergen Issue: An item was prepared with an ingredient that you specifically requested be excluded due to a documented allergy or dietary restriction.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly investigated and processed, all requests must be submitted within the following timeframes:

Requests submitted outside these windows may not be eligible for a refund. We strongly encourage customers to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Situations

Certain orders and situations are not eligible for refunds. These include, but are not limited to:

• Orders that were consumed in full, with complaints raised after consumption without any prior contact.
• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts by the delivery driver.
• Dissatisfaction based solely on personal taste preferences, rather than an objective quality or accuracy issue.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards or store credit once they have been applied or redeemed.
• Delivery fees, where the delivery was completed successfully and the issue relates only to the food itself (in such cases, only the food value may be refunded).
• Orders that were cancelled after food preparation had already commenced.
• Requests made outside the eligible timeframes described in Section 3.

5. Cancellation Policy

We begin preparing food orders promptly after they are confirmed. As a result, our ability to cancel orders is time-sensitive.

5.1 Cancellation Before Preparation Begins

If you wish to cancel your order, you must contact us within 5 minutes of placing the order. If we confirm that food preparation has not yet started, we will cancel the order and issue a full refund to your original payment method.

5.2 Cancellation After Preparation Has Begun

Once food preparation has begun, we are generally unable to cancel the order or issue a refund. However, if there are exceptional circumstances, we encourage you to contact our team and we will assess the situation on a case-by-case basis.

5.3 Restaurant-Initiated Cancellations

In rare circumstances, Pizzana may need to cancel an order due to ingredient unavailability, operational issues, or safety concerns. In such cases, customers will receive a full refund to their original payment method within the applicable processing timeframe.

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

To request a refund, please follow the steps below:

1. Gather Your Information: Before contacting us, please have your order number, the date and time of your order, and a description of the issue ready. If applicable, take clear photographs of any food quality issues, incorrect items, or packaging problems.
2. Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at pizzana-cafe.digital. You may also contact us by phone if a number is listed on our website.
3. Describe Your Issue: Provide a clear and detailed description of the problem. Include your order number, the specific items affected, and any evidence you have (photos, screenshots of order confirmation, etc.).
4. Await Acknowledgment: Our team will acknowledge your request within 1 to 2 business days of receiving it.
5. Review and Investigation: We will review the details of your complaint, which may include verifying your order with our kitchen and delivery records. We may contact you for additional information during this stage.
6. Decision and Resolution: Once our investigation is complete, we will notify you of our decision and, if a refund is approved, initiate the process promptly.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your payment method:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account may be subject to your financial institution's internal processing times, which are outside our control.

8. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may be appropriate when:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality, while the remainder was acceptable.
• The food was partially consumed before the issue was identified.
• A delivery delay affected only part of the order's usability.
• A discount, voucher, or promotional credit was applied to the original order and the refundable amount is adjusted accordingly.

Partial refund amounts will be calculated based on the value of the affected items only, excluding any applicable delivery fees unless the delivery itself was the source of the complaint.

9. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are generally not available for online or delivery orders. However, we offer the following alternatives where appropriate:

• Replacement Order: If an item was missing or significantly incorrect, we may offer to send a replacement item or order at no additional cost, subject to availability and operational feasibility at the time of your request.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items, which can be used toward a future order.
• In-Store Resolution: For customers who placed their orders in person or are within the local delivery area, we may offer an in-store resolution such as a complimentary item on your next visit.

All exchanges and replacements are offered at Pizzana's discretion and are subject to the same eligibility conditions outlined in Section 2 of this policy.

10. Dispute Resolution Process

We sincerely hope that all refund requests can be resolved amicably and efficiently through direct communication. However, if you are dissatisfied with the outcome of your refund request, the following process applies:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request an escalation to a senior member of our customer service team by sending an email to [email protected] with the subject line "Refund Escalation Request". Please include all prior correspondence and your order details. We will review your case within 5 business days.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you may have the right to dispute a charge with your credit or debit card issuer. We encourage you to attempt resolution with us first, but we acknowledge your right to initiate a chargeback if you have been unable to resolve the issue directly with Pizzana.

10.3 Consumer Protection Agencies

If you believe our practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office. California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Informal Resolution

Prior to pursuing any formal legal action, both parties agree to make a good faith effort to resolve any dispute informally. Any formal dispute that cannot be resolved informally shall be governed by the laws of the United States and the applicable state laws of the state in which Pizzana operates.

11. Special Considerations for Catering and Large Orders

For catering orders or large group orders, separate cancellation and refund terms may apply due to the advance preparation involved. These terms will be communicated to you at the time of booking and will be included in your catering agreement or order confirmation. Generally:

• Catering orders cancelled more than 48 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance may receive a partial refund of up to 50% of the order value.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients will have been purchased and preparation will have begun.

12. Policy Updates

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the information below:

We aim to respond to all inquiries within 1 to 2 business days. For urgent matters relating to food safety or allergen concerns, please mark your message as "URGENT" in the subject line of your email.

This Refund Policy was last reviewed and updated on June 3, 2026. If you have any concerns about this policy, please do not hesitate to reach out to us at [email protected].