Refund Policy

At Pizzana, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making the refund and resolution process as smooth and transparent as possible. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures we follow when handling refund requests.

This Refund Policy applies to all food orders, delivery services, and any related purchases made through our website pizzana-meal.digital or any associated ordering platform. By placing an order with Pizzana, you agree to the terms outlined in this policy.

1. Our Commitment to You

Pizzana is dedicated to providing fresh, high-quality food prepared with care. We take every complaint seriously and will work diligently to resolve any issues related to your order. Our refund policy is designed to be fair, straightforward, and in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

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

2. Eligibility Conditions for Refunds

Refunds at Pizzana are evaluated on a case-by-case basis. To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was demonstrably undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Delivery Failure: Your order was confirmed and charged but was never delivered to your specified address and no satisfactory explanation was provided.
• Significant Delay: Your order arrived significantly later than the estimated delivery time quoted at checkout, causing the food to be cold or inedible.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Allergen Issues: Your order contained an ingredient that you specifically requested be excluded due to a food allergy or dietary restriction, and this was clearly noted at the time of ordering.

Refund requests that do not fall within the above categories will be reviewed at Pizzana's discretion. We are committed to being fair and reasonable in all cases.

3. Timeframes for Refund Requests

To ensure that we can properly investigate your concern and take corrective action, all refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for a refund. Please review the following list carefully:

• Change of Mind: Refunds will not be issued because you changed your mind after placing or receiving your order, provided the order was prepared and delivered correctly.
• Customized Orders: Items that were prepared according to your specific customization instructions (e.g., special toppings, dietary modifications) are generally not eligible for a refund unless there is a preparation error.
• Consumed Orders: Refunds will not be granted for orders that have been substantially or fully consumed, unless a valid food safety or quality issue is reported and substantiated.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery was entirely our fault.
• Service Fees and Taxes: Any applicable service fees and taxes collected are non-refundable once the order has been fulfilled.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discount offers may have limited or no refund eligibility, as specified in the terms of the promotion.
• Gift Cards and Credits: Gift card purchases and store credits are non-refundable and cannot be exchanged for cash unless required by applicable state law.
• Orders Delayed Due to External Factors: Delays caused by severe weather, road closures, natural disasters, or other circumstances beyond our control do not automatically qualify for a refund.

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

We have designed a simple, straightforward process for submitting refund requests. Please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Pizzana, the time it takes to appear in your account depends on your payment method. The following are estimated processing timelines:

Please note that Pizzana processes refunds promptly once approved, but we cannot control the timing of your bank or financial institution's posting of the refund to your account. If you have not received your refund within the timeframe listed above, please contact your bank or card issuer first, and then reach out to us if the issue persists.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of your order.
• A delivery delay resulted in only part of your order being affected (e.g., hot items arrived cold, while cold items were fine).
• You consumed a substantial portion of the order before identifying the issue, making a full refund unreasonable.
• A promotional discount was applied to the order, and the refund will reflect only the amount actually paid for the affected item(s).

The amount of any partial refund will be determined by our customer support team based on the nature and extent of the issue. We will always communicate the reasoning behind any partial refund decision clearly and transparently.

8. Exchange Policy

Given the perishable nature of food products, traditional product exchanges are not always possible. However, Pizzana offers the following resolution options as alternatives to a monetary refund:

• Replacement Order: In cases of incorrect or missing items, we may offer to prepare and deliver a replacement order at no additional charge, subject to operational feasibility and your location.
• Store Credit: We may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order. Store credits do not expire and can be used at any time.
• Complimentary Items: In some cases, particularly for minor issues, we may offer complimentary items on your next order as a goodwill gesture.

If you prefer a monetary refund over a replacement or store credit, please indicate this clearly when submitting your refund request. We will do our best to accommodate your preference while adhering to the terms of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method. Orders can typically be cancelled within 5 minutes of being placed without any charge.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellation may not be possible. If a cancellation is requested after preparation has begun, we may:

• Refuse the cancellation and proceed with the delivery;
• Cancel the order and issue a partial refund, deducting the cost of food already prepared; or
• Issue a full store credit for the value of the order.

9.3 Cancellation After Dispatch

Once your order has been dispatched for delivery, cancellations are generally not accepted. If you refuse delivery of a correctly prepared and packaged order without a valid reason, no refund will be issued.

9.4 Cancellation Due to Our Error

If Pizzana is unable to fulfill your order for any reason (including but not limited to ingredient unavailability, technical issues, or operational limitations), we will notify you promptly and issue a full refund to your original payment method within 5 business days.

10. Dispute Resolution Process

Pizzana is committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter using the following process:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation to a senior member of our customer support team. To do so, reply to your existing support email thread and clearly state that you wish to escalate your case. Our management team will review your case and respond within 5 business days.

10.2 Chargeback Rights

You have the right to contact your credit card company or bank to initiate a chargeback if you believe you have been charged for a product or service you did not receive, or if there was an unauthorized transaction on your account. We encourage you to contact us first before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication.

10.3 Consumer Protection Agencies

If you remain dissatisfied after exhausting our internal resolution process, you may contact the following consumer protection resources:

• Federal Trade Commission (FTC): www.ftc.gov — For complaints about unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For disputes related to payment and billing.
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — For mediation and dispute resolution services.

10.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. Any disputes arising under this policy shall be subject to the jurisdiction of the courts of the state in which Pizzana operates, to the extent permitted by applicable law.

11. Special Circumstances

Pizzana recognizes that certain situations may fall outside the standard scenarios described in this policy. We will always use good judgment and act in good faith when evaluating unusual circumstances. If you have a unique situation or concern not addressed by this policy, please do not hesitate to contact us directly so we can work toward a fair resolution.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any concerns related to your order, please reach out to our customer support team using the contact details below. We are here to help and will respond to all inquiries as promptly as possible.

When contacting us, please include your order number, the date of your order, and a detailed description of your issue to help us assist you as efficiently as possible. Photographic evidence supporting your claim is always helpful and may speed up the review process.