Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

At Pequod's Pizza, we are committed to delivering the highest quality food and an outstanding customer experience with every order. We understand that issues can occasionally arise, and we want to make the resolution process as straightforward and fair as possible. Please read this Refund Policy carefully before placing an order, as it outlines the terms under which refunds, exchanges, and cancellations are handled.

By placing an order through our website freshpequods.click or by contacting us directly, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Pequod's Pizza experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food was delivered in an unsatisfactory condition, such as being undercooked, overcooked, contaminated, or otherwise unfit for consumption.
• Damaged Packaging: The packaging was severely damaged in a way that compromised the integrity or safety of the food product.
• Significant Delivery Delay: Your order was delayed beyond a reasonable and agreed-upon timeframe due to circumstances within our control, rendering the food unacceptable.
• Unauthorized Charge: A charge was applied to your account that you did not authorize or that does not reflect the agreed order amount.

To be eligible for a refund, you must contact us within the specified timeframes outlined in Section 2 of this policy, and you may be required to provide supporting documentation such as photographs of the food or packaging.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a full refund. We reserve the right to evaluate late submissions on a case-by-case basis, at our sole discretion.

3. Non-Refundable Items and Services

Due to the perishable nature of food products, certain items and situations are not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind after the order was placed and confirmed.
• Correctly Prepared Orders: If your order was prepared correctly according to the specifications submitted at the time of ordering, no refund will be issued based on personal preference after the fact.
• Consumed Food: Refunds will not be granted if the majority or entirety of the food has been consumed before a complaint is made, unless a legitimate health or safety concern is documented.
• Customized or Special Orders: Orders with specific customizations, special dietary modifications, or event-based bulk orders that were prepared as requested are non-refundable unless there is a clear error on our part.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered or was cancelled before dispatch.
• Promotional and Discounted Orders: Items purchased through promotional offers, coupons, or discounts may be subject to limited refund eligibility as specified in the terms of the promotion.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those respective platforms. Pequod's Pizza does not have direct control over refunds initiated through third-party services.

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

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

1. Step 1 – Gather Your Information: Have your order confirmation number, date of purchase, items ordered, and a brief description of the issue ready before contacting us.
2. Step 2 – Document the Issue: If possible, take clear photographs of the food, packaging, or receipt that support your claim. This will help us expedite the review process.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at freshpequods.click. Include all relevant details and attach any supporting documentation.
4. Step 4 – Review and Acknowledgment: Our customer service team will acknowledge receipt of your request within 1–2 business days and may follow up for additional information or clarification.
5. Step 5 – Investigation: We will review your claim thoroughly, which may involve checking our order records, kitchen logs, and delivery tracking data. This process typically takes 2–5 business days.
6. Step 6 – Decision Notification: You will be notified of our decision by email. If your refund is approved, we will proceed with processing based on the original payment method and the applicable timeline outlined in Section 5.
7. Step 7 – Refund Issued: Once approved, the refund will be processed as detailed in the section below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may require additional time to post the credit to your account. Pequod's Pizza is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory — a partial refund reflecting the value of those items will be issued.
• The food quality was partially affected (e.g., one pizza in a two-pizza order was unsatisfactory).
• The order was partially consumed before the issue was reported, and our team determines a partial refund is the equitable resolution.
• A discount, coupon, or promotional credit was applied to the order — the refund amount will reflect the actual amount paid after discounts.
• Delivery fees or add-on charges may not be included in a partial refund unless directly related to the issue.

The determination of whether a full or partial refund is appropriate rests with Pequod's Pizza's customer service team, based on the specific details of each case.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product for a different one) are generally not applicable. However, we do offer the following resolution alternatives in lieu of a monetary refund:

• Replacement Order: If your order was incorrect or significantly unsatisfactory, we may offer to re-prepare and deliver or make available for pickup a replacement order at no additional charge, subject to availability and operational hours.
• Store Credit: In cases where a direct refund is not feasible or is declined by the customer, we may offer store credit of equal value, redeemable on a future order at freshpequods.click.
• Complementary Item: For minor inconveniences or errors, we may offer a complimentary item (such as a dessert, side, or beverage) as a gesture of goodwill on your next order.

Exchange resolutions are offered at the discretion of our customer service team and are subject to the same eligibility criteria as standard refunds.

8. Cancellation Policy

We understand that plans change. However, because Pequod's Pizza begins preparing orders quickly to ensure freshness and timely delivery, our cancellation window is limited.

8.1 Cancellation Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it. To cancel, contact us immediately at [email protected] with your order number and cancellation request. If the order has not yet entered preparation, a full refund will be issued.

8.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted, and no refund will be issued. This is due to the immediate use of ingredients and kitchen resources upon order confirmation.

8.3 Cancellation Due to Unforeseen Circumstances by Pequod's Pizza

In the rare event that Pequod's Pizza must cancel your order due to ingredient unavailability, operational issues, weather conditions, or other unforeseen circumstances, you will be notified promptly and issued a full refund or store credit of your choice.

8.4 Advance or Pre-Scheduled Orders

For advance or pre-scheduled orders (such as event catering or group orders), cancellations must be made at least 24 hours before the scheduled preparation or delivery time to be eligible for a full refund. Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover ingredient and preparation costs already incurred.

9. Dispute Resolution Process

We are committed to resolving any disagreements in a fair and timely manner. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

9.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team by clearly stating in your email that you wish to escalate the matter. Escalated cases will be reviewed within 5 business days, and a final decision will be communicated to you in writing.

9.2 Good Faith Negotiation

Both parties agree to attempt to resolve any dispute through good faith negotiation before pursuing formal legal action. You are encouraged to contact us at [email protected] and provide a detailed explanation of your concern so that we may work together toward an amicable resolution.

9.3 Chargebacks

If you initiate a chargeback with your bank or credit card issuer without first attempting to resolve the issue directly with us, we reserve the right to contest the chargeback and provide our records and documentation to the financial institution. We strongly encourage customers to contact us first, as we are typically able to resolve legitimate issues more quickly than chargeback processes allow.

9.4 Governing Law

This Refund Policy and any disputes arising from it are governed by the laws of the United States and applicable state laws. Consumer rights under the FTC Act and other applicable regulations are fully respected and upheld by this policy.

9.5 Small Claims Court

If a dispute cannot be resolved through internal processes, either party may pursue resolution through a small claims court of appropriate jurisdiction, consistent with applicable federal and state laws.

10. Contact Information for Refund Requests

For all refund requests, cancellations, or questions regarding this policy, please contact our customer support team using the information below:

When contacting us, please provide the following information to help us process your request as efficiently as possible:

• Your full name
• Order confirmation number
• Date and time of the order
• Description of the issue
• Preferred resolution (refund, replacement, or store credit)
• Supporting photographs or documentation (if applicable)

11. Policy Updates

Pequod's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to freshpequods.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

Last Updated: June 14, 2026 | Pequod's Pizza | freshpequods.click | Contact: [email protected]