Refund Policy

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

1. Introduction

At Pequod's Pizza, we are deeply committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our pizzas, sides, and beverages, and we stand behind every item that leaves our kitchen. However, we understand that issues can occasionally arise, and we want to ensure that every customer has a clear understanding of our refund and exchange process.

This Refund Policy governs all purchases made online through freshpequods.rest, by phone, or in-person at our establishment. We encourage all customers to review this policy prior to placing an order. If you have any questions, our customer service team is always ready to assist you.

2. Eligibility Conditions for Refunds

To qualify for a refund, the following conditions must be met:

• The refund request must be made within the timeframe specified in Section 3 of this policy.
• The issue must be related to a verifiable problem with the order, including but not limited to: incorrect items delivered, missing items, significant quality defects, food safety concerns, or orders that were never received.
• The customer must provide adequate documentation or description of the problem, such as photographs, order confirmation numbers, and a written description of the issue.
• Refunds will only be issued to the original purchaser and via the original payment method used at the time of the transaction.
• The complaint must not stem from a change of personal preference after the order has been prepared and/or delivered.
• For catering and large group orders, separate eligibility conditions may apply as outlined in Section 9 of this policy.

3. Timeframes for Refund Requests

Timely reporting is essential to our ability to investigate and resolve any issue with your order. The following timeframes apply:

Requests submitted outside of these windows will generally not be eligible for a refund. We make exceptions only in extraordinary circumstances, at our sole discretion. Billing disputes related to unauthorized charges must be reported within 30 days as required under applicable federal and state consumer protection laws.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for refunds:

• Consumed food items: Orders that have been substantially consumed are not eligible for a refund based on taste preference alone.
• Custom or specialty orders: Pizzas or dishes made to custom specifications (unique ingredient combinations, special dietary requests, etc.) are non-refundable once prepared, unless there is a verifiable error on our part.
• Delivery fees and service charges: Third-party delivery fees, service fees, and processing charges are non-refundable unless the order was never received due to our error.
• Promotional discounts and coupons: The value of discounts, coupons, or promotional credits applied to an order will not be refunded in monetary form.
• Orders affected by customer-provided incorrect information: If an incorrect delivery address, contact number, or special instruction was provided by the customer and results in a failed delivery, no refund will be issued.
• Weather or traffic-related delays: Delays caused by circumstances outside our control, including severe weather, traffic accidents, or natural events, do not qualify for refunds.
• Change of mind after order confirmation: Once an order has entered preparation, cancellations and refunds for personal preference changes will not be honored.

5. How to Request a Refund

We have made our refund request process as straightforward as possible. Please follow these steps:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your order confirmation number or receipt
• The email address or phone number used when placing the order
• A clear description of the issue
• Photographic evidence, if applicable (e.g., incorrect item, damaged packaging, quality concerns)

Step 2: Contact Our Customer Service Team

Reach out to us using any of the following methods:

• Email: [email protected]
• Website: freshpequods.rest

In your message or call, clearly state that you are requesting a refund and provide all relevant information gathered in Step 1.

Step 3: Await Confirmation and Review

Our customer service team will acknowledge your refund request within 1–2 business days. We may contact you for additional information or clarification. Please respond promptly to avoid delays in processing.

Step 4: Receive Our Decision

Once we have reviewed your claim, we will notify you of our decision via the contact information provided. If approved, your refund will be processed according to the timeframes outlined in Section 6 below. If denied, we will provide an explanation and may offer alternative resolutions such as a store credit or replacement order.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You received most of your order correctly but one or more individual items were affected by a quality issue.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.
• The issue reported was minor in nature and does not justify a full refund but warrants some form of compensation.
• A portion of the meal was consumed before the issue was identified.

Partial refunds will be calculated based on the proportional value of the affected items relative to the total order cost, excluding non-refundable fees. Our team will communicate the exact refund amount at the time of approval.

8. Exchange Policy

We understand that sometimes an order may not meet your expectations due to an error on our part. In such cases, we are happy to offer an exchange or replacement where feasible.

Replacement Orders

If your order was incorrect or significantly did not meet quality standards, we may offer to remake and deliver or have ready for pickup a replacement order at no additional cost. Replacement orders are subject to the following conditions:

• The issue must be reported within the applicable timeframe (see Section 3).
• The replacement must be for the same or similar item as originally ordered.
• Replacement orders are subject to current kitchen capacity and operating hours.
• If a replacement is not feasible due to time constraints or operational reasons, a refund or store credit will be offered instead.

Store Credit

As an alternative to a monetary refund, we may offer store credit equivalent to the value of the affected portion of your order. Store credit can be applied to future orders at freshpequods.rest and does not expire for a period of 12 months from the date of issuance.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed. Therefore, our ability to accommodate cancellations is limited once an order enters our kitchen workflow.

Standard Orders

• Within 5 minutes of placing the order: Full cancellation and refund may be possible. Please contact us immediately via phone or email.
• After 5 minutes of order placement: Cancellations are generally not accepted as preparation will have already begun. We may offer store credit at our discretion.

Catering and Large Group Orders

• More than 72 hours before the event: Full refund issued, minus any non-refundable deposit.
• Between 24 and 72 hours before the event: 50% refund of the total order value.
• Less than 24 hours before the event: No refund will be issued due to the advance preparation and resource allocation required for large orders.

Online Pre-Orders

Online pre-orders scheduled for a future date may be cancelled without penalty up to 12 hours before the scheduled pickup or delivery time. Cancellations made within 12 hours of the scheduled time are treated the same as standard order cancellations.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery or ordering platform such as DoorDash, Uber Eats, Grubhub, or any similar service, please note the following:

• Refund requests for orders placed through third-party platforms must be initiated through that platform's own customer support channels and are subject to their refund policies.
• Pequod's Pizza does not have direct control over refund decisions made by third-party platforms.
• If you believe the issue was caused by an error on our part (e.g., wrong item prepared), you may also contact us directly and we will work with the platform to resolve the matter.
• Delivery errors caused by the third-party courier are the responsibility of the platform, not Pequod's Pizza.

11. Dispute Resolution Process

We always aim to resolve customer concerns amicably and efficiently. In the event that you are not satisfied with our decision regarding your refund request, the following dispute resolution process applies:

Step 1: Internal Escalation

If you disagree with our initial decision, you may request that your case be escalated to a senior manager or member of our customer experience team. Please clearly state in your follow-up communication that you wish to escalate the matter, providing your original case or reference number.

Step 2: Good Faith Negotiation

Our management team will review the escalated case and engage in a good faith discussion with you to reach a mutually acceptable resolution. We will provide a final written response within 5 business days of the escalation request.

Step 3: Consumer Protection Agencies

If an internal resolution cannot be reached, you have the right to file a complaint with relevant consumer protection authorities. As a business operating in the United States, the following resources may be applicable:

• Federal Trade Commission (FTC): www.ftc.gov — For complaints related to unfair or deceptive business practices under the FTC Act.
• State Attorney General's Office: Depending on your state of residence, your state's Attorney General may handle consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — For mediation and complaint filing.

Step 4: Chargeback Rights

You retain the right to dispute charges with your credit card issuer or financial institution. However, we ask that you contact us first and allow us the opportunity to resolve the issue before initiating a chargeback. Chargebacks initiated without prior communication may affect your ability to place future orders with us.

12. Food Safety Concerns

If you have consumed food from Pequod's Pizza and believe it has caused a food safety concern or illness, please take the following steps immediately:

• Seek appropriate medical attention if needed.
• Do not discard any remaining food — preserve it as evidence if possible.
• Contact us immediately at [email protected] with full details of your concern.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Food safety reports are treated as a top priority and are investigated separately from standard refund requests. A full refund and additional remedies may be offered pending investigation outcomes.

13. Amendments to This Policy

Pequod's Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Changes will be effective immediately upon posting to our website at freshpequods.rest. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy. For significant changes, we may notify registered users via email.

14. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which our business operates. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts located in the applicable jurisdiction, unless otherwise resolved through the dispute resolution process described in Section 11.

Consumer rights under the Federal Trade Commission Act (FTC Act) and other applicable federal and state consumer protection laws are fully preserved and not waived by this policy.

15. Contact Information

For all refund-related inquiries, complaints, or feedback, please do not hesitate to contact our dedicated customer service team. We are here to help and are committed to resolving your concerns as quickly as possible.