Refund Policy

At Pizzana, customer satisfaction is at the heart of everything we do. We understand that issues can occasionally arise with food orders, and we are committed to addressing your concerns fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This policy applies to all orders placed through our website at food-pizzana.digital, by phone, or through any authorized third-party delivery platforms associated with Pizzana. By placing an order with us, you agree to the terms outlined in this policy.

1. Eligibility for Refunds

We want every customer to enjoy their meal. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong pizza, wrong toppings, wrong size, missing items).
• Unsatisfactory Food Quality: The food delivered was undercooked, overcooked, or otherwise unfit for consumption due to a preparation error on our part.
• Food Safety Concerns: You discovered a foreign object, allergen not listed in the order, or other food safety issue upon reasonable inspection.
• Order Not Delivered: Your order was confirmed and paid for but never arrived, and delivery was not attempted within a reasonable timeframe.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time (generally more than 45 minutes beyond the quoted time), and the food quality was compromised as a result.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.

2. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored, as we may be unable to verify the claim. We encourage customers to inspect their order upon receipt and contact us as soon as possible should any issue arise.

3. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for refund consideration:

• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Orders that were delivered as described but the customer simply changed their mind or no longer wanted the food.
• Delays caused by circumstances outside our control, including severe weather, traffic incidents, or third-party courier issues beyond our reasonable management.
• Customization requests that were honored exactly as specified by the customer but the customer is dissatisfied with their own customization choices.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Partially consumed food items, except where a quality or safety issue was discovered and reported before consumption was completed.
• Delivery fees, where the delivery itself was completed as requested (even if a refund is issued for food items).
• Third-party platform orders where the platform's own refund policy applies — customers must contact the relevant platform directly in those cases.

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

To request a refund, please follow the steps below:

1. Gather Your Order Information: Have your order number, the date and time of your order, and the email address or phone number used to place the order ready before contacting us.
2. Document the Issue (If Applicable): If your complaint relates to food quality, incorrect items, or a safety concern, we strongly recommend taking clear photographs of the food or packaging as evidence. This will help us process your request more quickly.
3. Contact Pizzana: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: food-pizzana.digital
4. Provide Details: In your message, clearly describe the issue, include your order number, and attach any relevant photos or documentation. The more detail you provide, the faster we can resolve your request.
5. Await Review: Our customer support team will review your request and respond within 1 to 3 business days. We may follow up with additional questions or requests for information.
6. Receive Decision: Once your request has been reviewed, we will notify you of our decision via the contact method you used. If approved, we will process your refund according to the timelines outlined in Section 5 below.

5. Refund Processing Times by Payment Method

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

Please note that while Pizzana processes refunds promptly upon approval, we do not control the internal processing times of your bank or payment provider. If you have not received your refund within the estimated timeframe, please first check with your bank or payment provider before contacting us.

6. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory (for example, one item out of a multi-item order had a quality issue).
• The food was delivered but was missing certain ingredients or add-ons that were paid for.
• The order experienced a moderate delay but was still received and partially consumed.
• A discount or promotional credit was already applied to the original order and a full refund would result in over-reimbursement.

The amount of a partial refund will be calculated based on the proportionate value of the affected item(s) relative to your total order, minus any applicable credits already applied. Pizzana will communicate the proposed partial refund amount to you before processing it, giving you the opportunity to accept or to escalate the matter through our dispute resolution process.

7. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning an item and receiving a replacement) are handled differently than with physical retail goods. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or had a quality issue, and you are still hungry and want the correct item, we will prioritize preparing and delivering a replacement order at no additional charge, subject to availability and delivery feasibility at the time of the complaint.
• Store Credit in Lieu of Replacement: If a replacement delivery is not feasible (for example, due to time of day or distance), we may offer store credit equivalent to the value of the affected item(s), valid for use on your next order.
• No Physical Returns: For health and safety reasons, we do not accept physical returns of food items. You are not required to return food in order to receive a refund or replacement.

8. Cancellation Policy

We begin preparing your order shortly after it is placed, which limits our ability to accommodate cancellations. Please review our cancellation guidelines below:

8.1 Cancellations Before Preparation Begins

If you contact us within 5 minutes of placing your order and preparation has not yet begun, we will cancel your order and issue a full refund with no penalty.

8.2 Cancellations During Preparation

If your order is already being prepared when you request a cancellation, we may be unable to stop the process. In this case:

• We will make reasonable efforts to halt preparation if possible.
• If we are unable to stop preparation, a full refund may not be available. We may offer store credit or a partial refund at our discretion.

8.3 Cancellations After Dispatch

Once an order has been dispatched for delivery, cancellations are not possible. You will be responsible for the full order amount. If you are not available to receive the delivery, please contact the delivery driver or our support team immediately.

8.4 Cancellations by Pizzana

Occasionally, Pizzana may need to cancel an order due to ingredient unavailability, technical errors, extreme weather conditions, or other unforeseen operational circumstances. In such cases, you will receive a full refund to your original payment method and will be notified as soon as possible.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to use the following escalation process before pursuing external remedies:

9.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer support team. Submit your escalation request via email to [email protected], including your original case or ticket reference number and a detailed explanation of why you believe the initial resolution was inadequate. We will respond to escalated complaints within 5 business days.

9.2 Good Faith Negotiation

Both parties agree to attempt to resolve any dispute through good faith negotiation before pursuing formal legal remedies. We are committed to reaching a fair resolution for all legitimate complaints.

9.3 Consumer Protection Resources

As a business operating in the United States, Pizzana is subject to applicable consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. If you believe 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

9.4 Chargebacks

We ask that customers contact us directly to resolve issues before initiating a chargeback with their bank or payment provider. Filing a chargeback without first attempting to resolve the matter with us may result in the suspension of your account. We are committed to resolving legitimate issues quickly and fairly.

10. Special Circumstances and Force Majeure

Pizzana will not be liable for delays, failures to deliver, or reduced service quality resulting from circumstances beyond our reasonable control, including but not limited to: natural disasters, severe weather events, government restrictions, public health emergencies, utility outages, or large-scale third-party carrier disruptions. In such cases, we will make every reasonable effort to communicate with affected customers and offer appropriate accommodations, which may include store credit, rescheduled delivery, or a full refund where operationally feasible.

11. Modifications to This Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at food-pizzana.digital. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated policy. For significant changes, we will make reasonable efforts to notify customers directly via email.

12. Contact Us

For all refund requests, cancellations, exchanges, or questions regarding this policy, please contact our customer support team: