Refund Policy

At Pizzana, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service through our website pizzas-pizzana.rest. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and handle cancellations. Please read this policy carefully before placing your order.

This policy applies to all purchases made through our website and any associated ordering platforms operated by Pizzana. By placing an order with us, you acknowledge and agree to the terms set forth in this Refund Policy. This document is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state regulations.

1. Eligibility Conditions for Refunds

Pizzana will consider refund requests under the following circumstances. A refund may be issued when one or more of the following conditions are met:

• Incorrect Order Received: You received items that were different from what you ordered, including wrong toppings, wrong size, or a completely different menu item.
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery.
• Order Not Delivered: Your delivery order was never received, and there is no confirmation from the delivery partner that the order was successfully completed.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, resulting in food that was cold, stale, or otherwise unsatisfactory.
• Allergen Concerns: The order contained an ingredient that was not listed on the menu and that you specifically requested to be omitted due to a dietary restriction or allergy.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.

We reserve the right to evaluate each refund request on a case-by-case basis. Photographic evidence or other documentation may be requested to support your claim.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the applicable timeframes listed below. Requests submitted outside of these windows may not be honored.

We strongly encourage you to inspect your order upon receipt and contact us immediately if any issues are identified. Delayed reports make it significantly more difficult for us to verify claims and process refunds promptly.

3. Non-Refundable Items and Situations

Certain items and situations are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Consumed Food: If a significant portion of the food has been consumed and a complaint is then raised without valid quality or safety justification, a refund will not be granted.
• Incorrect Address Provided: If delivery was attempted but failed because you provided an incorrect or incomplete delivery address, no refund will be issued.
• Customization Errors by the Customer: If you made customization errors during the ordering process (e.g., selected wrong toppings yourself), refunds will not apply.
• Promotional or Complimentary Items: Items provided free of charge as part of a promotion are not eligible for refunds or exchanges.
• Late Refund Requests: Requests submitted beyond the timeframes specified in Section 2 will generally not be eligible for refunds.
• Coupon or Discount Amounts: The value of any applied coupons, promo codes, or loyalty discounts is non-refundable and will not be restored to accounts in cases of valid refunds unless otherwise stated.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue with your order. You can contact us via email at [email protected] or through the contact form available on our website at pizzas-pizzana.rest.
2. Step 2 — Provide Order Details: Include your full name, order number, date and time of the order, and the email address used to place the order.
3. Step 3 — Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible — describe what was wrong, what you expected to receive, and what you actually received.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs of the incorrect, missing, or unsatisfactory food items. For billing disputes, attach a screenshot or copy of your bank/payment statement showing the erroneous charge.
5. Step 5 — Await Review: Our customer support team will review your submission and respond within 2–3 business days. We may follow up with additional questions before reaching a decision.
6. Step 6 — Refund Decision: You will receive an email confirming whether your refund has been approved, partially approved, or denied, along with an explanation.
7. Step 7 — Refund Processed: If approved, the refund will be processed using the method described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on the payment method used at the time of purchase.

6. Partial Refunds

In certain situations, Pizzana may issue a partial refund rather than a full refund. Partial refunds may apply in the following cases:

• Only some items in an order were missing or incorrect, and the rest of the order was delivered as expected.
• The food quality issue applied to only a portion of the order (e.g., one pizza out of two was unsatisfactory).
• The order was significantly delayed but ultimately delivered and partially consumed.
• A discount or promotional code was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• The customer contributed to the issue (e.g., incorrect address caused a delay but the order was eventually received).

The amount of any partial refund will be calculated based on the price of the affected items and any applicable delivery or service fees attributable to those items. Our customer support team will communicate the partial refund amount to you before processing.

7. Exchange Policy

Due to the perishable nature of food products, Pizzana does not offer direct exchanges in the traditional retail sense. However, in lieu of a monetary refund, we may offer the following alternatives at our discretion:

• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order placed through pizzas-pizzana.rest.
• Replacement Item: For in-store or pickup orders where the issue is identified immediately, we may offer to prepare and provide the correct item as a replacement, subject to availability.
• Complimentary Item on Future Order: In some cases, we may offer a complimentary item or discount on your next order as a gesture of goodwill.

These alternatives are offered at the sole discretion of Pizzana management and are not guaranteed as substitutes for monetary refunds unless otherwise agreed upon in writing.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while accounting for the time-sensitive nature of food preparation.

8.1 Standard Orders

You may cancel a standard order (non-pre-order) within 5 minutes of placing it, provided that the kitchen has not yet begun preparing your order. Once food preparation has begun, cancellations are generally not accepted and no refund will be issued.

8.2 Pre-Orders and Scheduled Orders

Orders scheduled for a future date or time may be cancelled up to 30 minutes before the scheduled preparation time. Cancellations made within 30 minutes of the scheduled time will not be eligible for a refund, as ingredients will have already been allocated and preparation may have started.

8.3 Catering and Large Orders

Catering orders and large group orders (typically 10 or more items) require a minimum of 24 hours' notice for cancellation to receive a full refund. Cancellations made between 12–24 hours in advance may be eligible for a partial refund of up to 50%. Cancellations made less than 12 hours before the scheduled time are non-refundable.

8.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] with your order number and the reason for cancellation. You may also use the order management section on our website if your account allows self-service cancellations.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Pizzana provides the following escalation and dispute resolution process:

9.1 Internal Escalation

If you believe your refund request was incorrectly denied or the offered resolution was insufficient, you may request an escalation by replying to the decision email and requesting a review by a senior member of our customer service team. Please include any additional information or evidence that may support your case. Escalated reviews are typically completed within 5–7 business days.

9.2 External Dispute Resolution

If an internal resolution cannot be reached, you have the right to pursue the following options under applicable United States law:

• Chargeback via Your Bank or Card Issuer: You may contact your credit card company or bank to initiate a chargeback if you believe you were charged for goods not received or for a fraudulent transaction. Please note that initiating a chargeback without first contacting us may complicate future ordering capabilities.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe our practices violate federal consumer protection standards.
• State Consumer Protection Office: Depending on your state of residence, you may contact your state's Attorney General office or consumer protection bureau for additional assistance.
• Small Claims Court: For unresolved disputes involving amounts within the jurisdictional limits of small claims court in your state, you may pursue legal action through the applicable court system.

Pizzana is committed to resolving all disputes fairly and professionally. We encourage customers to reach out to us directly before pursuing external avenues, as most issues can be resolved quickly through open communication.

10. Fraudulent Refund Requests

Pizzana takes fraudulent refund requests seriously. Submitting false claims, fabricated evidence, or repeated unfounded complaints may result in the suspension or permanent termination of your account and the cancellation of any pending orders. In cases of suspected fraud, we reserve the right to report the matter to relevant authorities.

11. Changes to This Refund Policy

Pizzana reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzas-pizzana.rest. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, billing inquiries, and related questions, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last updated on April 8, 2026, and applies to all orders placed on or after this date through pizzas-pizzana.rest. This policy is subject to applicable United States federal and state consumer protection laws, including the FTC Act.