Refund Policy

At Pizza Inn, customer satisfaction is our highest priority. We understand that sometimes orders may not meet your expectations, arrive incorrectly, or experience other issues. This Refund Policy outlines the terms and conditions under which we issue refunds, exchanges, and cancellations for orders placed through our website at pizza-inn.rest or through other ordering channels. Please read this policy carefully before placing your order.

1. Overview

Pizza Inn operates as a food service business in the United States. Because food products are perishable in nature, our refund policy is specifically designed to address the unique circumstances that arise in the food service industry. We comply with applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state-level consumer protection statutes.

By placing an order with Pizza Inn — whether online, by phone, or in person — you agree to the terms of this Refund Policy. We encourage all customers to review their orders carefully before submission and to contact us promptly if any issue arises.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, or wrong items entirely).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup order.
• Poor Food Quality: The food delivered or picked up was significantly below acceptable quality standards — for example, undercooked, burnt, or otherwise inedible.
• Food Safety Concern: You have a genuine and documented concern that the food received posed a health or safety risk (e.g., presence of foreign objects, allergen contamination after proper disclosure).
• Order Not Received: A delivery order was marked as delivered but was not received at the confirmed delivery address.
• Duplicate Charge: Your payment method was charged more than once for a single order due to a technical or processing error.
• Canceled Order (Pre-Preparation): You successfully canceled your order before it entered the preparation stage (see Section 8 for cancellation details).

Refund eligibility is evaluated on a case-by-case basis. Pizza Inn reserves the right to request photographic evidence, order confirmation numbers, or other supporting documentation to process a refund claim.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued simply because you changed your mind after the order was placed and entered preparation.
• Customization Errors by Customer: If an incorrect order was the result of customer error during the ordering process (e.g., selecting the wrong size, toppings, or crust type), a refund may not be issued, though we will make every effort to accommodate your concern.
• Partially Consumed Orders: Items that have been substantially consumed (more than 25% eaten) are generally not eligible for a full refund unless a legitimate quality issue is documented.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion, discount, or special offer may be subject to different or limited refund terms as disclosed at the time of promotion.
• Gift Cards and Digital Credits: Purchased gift cards and promotional digital credits are non-refundable once issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the delivery was not completed or was significantly delayed due to our error.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' respective refund policies. Please contact the platform directly for such orders.
• Catering and Large Group Orders: Special event or catering orders may have unique cancellation and refund terms communicated at the time of booking.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Order Information
   Locate your order confirmation number, the date and time of your order, the items ordered, and the payment method used. This information can be found in your confirmation email or your account dashboard on pizza-inn.rest.
2. Step 2 – Document the Issue
   If applicable, take clear photographs of the food item(s) in question, the packaging, and any visible issue (e.g., incorrect item, foreign object, poor quality). This documentation will support your claim and help us process your request faster.
3. Step 3 – Contact Us
   Reach out to our customer support team using one of the contact methods listed below. Provide your order details, a description of the issue, and attach any photos or supporting documentation.
   • Email: [email protected]
   • Website: pizza-inn.rest
4. Step 4 – Await Confirmation
   Once we receive your refund request, our team will review it and send you an acknowledgment within 1–2 business days. We may follow up to request additional information or clarification.
5. Step 5 – Resolution
   After reviewing your request and any supporting documentation, we will inform you of our decision — whether a full refund, partial refund, store credit, or replacement is being offered. Approved refunds will be processed according to the timeframes listed in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your original payment method:

Please note that while Pizza Inn processes refunds promptly upon approval, the actual posting of funds to your account is subject to your bank's or payment processor's policies and may take additional time. Pizza Inn is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only certain items in your order were affected by an issue, while other items were received correctly and in satisfactory condition.
• The food quality issue affected only part of the order (e.g., one pizza in a multi-pizza order was unsatisfactory).
• The order was partially consumed before the issue was reported.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will reflect the net amount paid.
• The delivery was delayed but ultimately completed, and only a partial refund of the delivery fee or a goodwill gesture is deemed appropriate.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable non-refundable fees. We will clearly communicate the refund amount to you before processing.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen begins preparing it, you are eligible for a full refund. Since food preparation often begins immediately after an order is confirmed, we encourage you to contact us as quickly as possible if you wish to cancel.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellations are generally not accepted, and a refund will not be issued. In exceptional circumstances, we may offer store credit at our discretion.
• After Order Dispatch (Delivery): Once an order has been dispatched for delivery, it cannot be canceled.

8.2 Catering and Large Orders

Catering orders or large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made within 48 hours of the scheduled pickup or delivery time may be subject to a cancellation fee of up to 50% of the total order value. Cancellations made within 12 hours may not be eligible for any refund. These terms will be communicated and agreed upon at the time the catering order is placed.

8.3 Pre-Orders and Scheduled Orders

Pre-orders and orders scheduled for a future date or time may be canceled up to 2 hours before the scheduled preparation time for a full refund.

9. Exchange Policy

In lieu of a monetary refund, Pizza Inn may offer to replace or re-make an order in certain situations. Exchanges or replacements are available under the following conditions:

• The incorrect item was received and you prefer the correct item to be prepared and delivered or made available for pickup.
• The food quality was unsatisfactory and you would like us to prepare the item again to your satisfaction.
• You are located within our delivery radius and the replacement can be delivered in a timely manner.

Replacement orders will be prepared and delivered (or made available for pickup) at no additional cost to the customer. We ask that, where possible, the original unsatisfactory item be returned to our delivery driver or retained for inspection purposes.

Exchange requests are subject to availability and operating hours. We reserve the right to offer store credit or a monetary refund if a replacement is not feasible under the circumstances.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all relevant documentation, a summary of your original request, and the reason you are disputing the initial decision. Our management team will review the matter and respond within 5 business days.

10.2 Chargeback and Payment Disputes

You have the right to initiate a chargeback through your bank or credit card provider if you believe an unauthorized or incorrect charge has been made. However, we encourage you to contact us first, as we are committed to resolving disputes amicably and quickly. Filing a chargeback without first attempting resolution with us may delay the process.

10.3 Consumer Protection Resources

If you are unable to resolve a dispute directly with Pizza Inn, you may seek assistance from the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection complaints.
• Your State Attorney General's Office: Many states have consumer protection divisions that handle food service complaints.
• Better Business Bureau (BBB): www.bbb.org — for mediation and business complaint resolution.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state laws of the state in which Pizza Inn operates. Any disputes arising from this policy that are not resolved informally shall be subject to binding arbitration or small claims court proceedings as permitted under applicable law.

11. Special Circumstances and Goodwill Gestures

Pizza Inn values each and every customer. Even in cases where a refund request does not strictly meet all eligibility criteria, we may, at our sole discretion, offer a goodwill gesture in the form of:

• Pizza Inn store credit applicable to a future order.
• A complimentary item on your next visit or order.
• A discount coupon for future use.

Goodwill gestures do not constitute an admission of fault or liability and are offered purely to maintain our commitment to excellent customer service.

12. Modifications to This Policy

Pizza Inn reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizza-inn.rest. The "Effective Date" at the top of this page will reflect the date of the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the information below. We are committed to responding promptly and resolving your concerns in a fair and professional manner.

When contacting us regarding a refund, please have the following information ready to help us assist you as efficiently as possible:

• Your full name
• Order confirmation number
• Date and time of the order
• Description of the issue
• Photographic evidence (if applicable)
• Your preferred refund method

This Refund Policy was last updated on June 6, 2026. For the most current version of this policy, please visit pizza-inn.rest.