Refund Policy

Last Updated: March 25, 2026

1. Introduction

At Pequod's Pizza, we are committed to delivering an exceptional dining experience — whether you are ordering online, picking up in store, or receiving delivery at your door. We take great pride in the quality of our food and the satisfaction of every customer. However, we understand that issues can sometimes arise, and we want to make sure that when they do, you have a clear and fair process for resolving them.

This Refund Policy governs all refund, exchange, and cancellation requests related to orders placed through our website pequodspizza.click or through any other authorized ordering channel associated with Pequod's Pizza. This policy has been established in accordance with applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund, one or more of the following conditions must be met:

• Your order was never delivered and no delivery confirmation was issued.
• Your order arrived significantly late beyond the estimated delivery window communicated at checkout, and you no longer wish to accept the order.
• The food items you received were incorrect — meaning they did not match what you ordered (e.g., wrong toppings, wrong crust, wrong size).
• The food you received was in an unacceptable condition, including being undercooked, overcooked, or containing foreign objects or materials not associated with normal food preparation.
• You experienced a verifiable technical or payment error that resulted in a duplicate charge for the same order.
• An item included in your order was missing entirely from the delivery or pickup package.

Refund eligibility will be determined on a case-by-case basis by our customer service team. We reserve the right to request photographic or other reasonable evidence before processing any refund.

3. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

4. Timeframes for Refund Requests

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

• Delivery Orders: Refund requests must be made within 24 hours of the scheduled or actual delivery time, whichever is earlier.
• Pickup Orders: Refund requests must be submitted within 2 hours of the pickup time, as in-store pickup orders are typically inspected at the time of collection.
• Duplicate Payment / Billing Errors: These must be reported within 7 calendar days of the transaction date.
• Missing Items: Claims for missing items must be made within 24 hours of receiving your order.

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

Requesting a refund from Pequod's Pizza is a straightforward process. Please follow the steps outlined below to ensure your request is handled as quickly and efficiently as possible:

1. Step 1 – Gather Your Information
   Before contacting us, please have the following details ready: your full name, order number, date and time of your order, the email address used during checkout, and a description of the issue. If applicable, take clear photographs of the food or packaging showing the problem.
2. Step 2 – Contact Our Customer Support Team
   Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pequodspizza.click
3. Step 3 – Submit Your Refund Request
   In your email or message, clearly state: "I am requesting a refund" and include all relevant details from Step 1. Attach any supporting photos or documentation. The more detail you provide, the faster we can process your request.
4. Step 4 – Await Review
   Our customer service team will review your request within 1–3 business days. We may reach out to ask for additional information or clarification. Please monitor your email inbox and respond promptly to avoid delays.
5. Step 5 – Receive a Decision
   Once your request has been reviewed, you will receive an email notification confirming whether your refund has been approved, denied, or whether a partial refund or store credit is being offered in its place.
6. Step 6 – Refund Processed
   If approved, your refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, actual posting times to your account are ultimately determined by your bank or payment provider. We have no control over your financial institution's internal processing timelines.

7. Partial Refunds

In some cases, a full refund may not be appropriate, and a partial refund may be offered instead. Situations where a partial refund may apply include:

• Only one or a few items from a multi-item order were incorrect or missing.
• The order was delivered late, but the food quality was otherwise acceptable.
• A portion of the order was consumed before the issue was identified.
• The complaint relates to presentation or minor quality concerns that do not constitute a full defect.

The value of a partial refund will be calculated based on the proportional cost of the affected items, minus any applicable delivery fees or service charges associated with those items.

8. Exchange Policy

Due to the perishable and prepared nature of food products, Pequod's Pizza is generally unable to offer direct exchanges. However, we do offer the following alternatives in applicable situations:

• Re-delivery of correct items: If your order contained incorrect items, we may, at our discretion, arrange for the correct items to be re-prepared and re-delivered to you, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund or re-delivery, we may offer store credit of equivalent value that can be applied to a future order through pequodspizza.click.
• In-Store Resolution: If you placed a pickup order and immediately noticed an issue upon collection, our team will work to correct the order on the spot where possible.

Exchange requests must also comply with the timeframes stated in Section 4 of this policy.

9. Cancellation Policy

We understand that circumstances change, and sometimes an order may need to be cancelled. Please review our cancellation terms below:

9.1 Cancellations Before Preparation Begins

If you need to cancel your order, please contact us immediately. Orders cancelled before food preparation has begun are eligible for a full refund. Given the fast-paced nature of food preparation, this window is typically very short — often only a few minutes after order placement.

9.2 Cancellations After Preparation Has Begun

Once food preparation is underway, cancellation is generally not possible, and no refund will be issued. This is because ingredients and labor have already been committed to fulfilling your order. We encourage all customers to review their orders carefully before submitting them.

9.3 Cancellations After Dispatch (Delivery Orders)

Once a delivery driver has been dispatched with your order, the order cannot be cancelled. If you are unavailable to receive the delivery and the order is returned, a refund will not be issued for the food items. Delivery fees are non-refundable in this situation.

9.4 Cancellations Due to Unavailability

In the rare event that Pequod's Pizza is unable to fulfill your order due to ingredient unavailability, operational disruptions, or other unforeseen circumstances on our end, you will be notified as soon as possible and will receive a full refund or the option to select an alternative item.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern through the following steps:

1. Internal Escalation: Reply to our customer service correspondence requesting that your case be reviewed by a senior member of our team. Please clearly state why you disagree with the initial decision and provide any additional supporting evidence.
2. Written Formal Complaint: You may submit a formal written complaint to us at [email protected] with the subject line "Formal Refund Dispute." We will acknowledge your complaint within 2 business days and aim to provide a final resolution within 10 business days.
3. Credit Card Chargeback: If you paid by credit card and believe you have been unjustly denied a valid refund, you retain the right to contact your card issuer and initiate a chargeback dispute under your card's consumer protections. Please note that chargebacks initiated without first following our internal dispute process may result in the suspension of your account.
4. Consumer Protection Agencies: Customers in the United States may also file complaints with the Federal Trade Commission (FTC) at ftc.gov, or contact their state's Attorney General office if they believe their consumer rights have been violated.

11. Changes to This Refund Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website or ordering services following any changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions about this Refund Policy, need assistance with a refund request, or wish to initiate the dispute resolution process, please don't hesitate to contact us: