Refund Policy

At Pizzana, customer satisfaction is at the heart of everything we do. We understand that issues can occasionally arise with food orders, deliveries, or service experiences. This Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, and exchanges. Please read this policy carefully before placing an order through our website at pizzana-delivery.rest or by contacting us directly.

By placing an order with Pizzana, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Pizzana is committed to ensuring that every customer receives a satisfactory experience. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu items).
• Missing Items: Your order arrived with one or more items missing from what was confirmed in your order summary.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, contaminated, or otherwise unacceptable and not fit for consumption.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time communicated at checkout, and the delay was caused by factors within Pizzana's control.
• Damaged Packaging: The order arrived with severely damaged packaging that affected the quality or safety of the food.
• Order Not Delivered: You did not receive your order and it was confirmed as lost or undelivered by our delivery team.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Allergic Reaction Due to Incorrect Ingredients: If you notified us of a food allergy and the meal was prepared without honoring that request, resulting in an allergic reaction, you may be eligible for a full refund and we may escalate the matter internally for quality review.

All refund requests are subject to review and verification by our customer support team. Pizzana reserves the right to request photographic or video evidence to support any claim before approving a refund.

2. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders upon delivery and contact us immediately if any issue is found.

3. Non-Refundable Items and Situations

Certain circumstances do not qualify for a refund. The following are generally non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it has been prepared or delivered.
• Incorrect Address Provided by Customer: If a delivery failed because you provided an incorrect or incomplete delivery address, no refund will be issued.
• Customer Unavailability: If our delivery driver attempted delivery at the correct address and you were unavailable to receive the order, a refund will not be granted.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selected the wrong toppings yourself), the order is non-refundable provided it was prepared correctly as specified.
• Minor Variations in Presentation: Food items may vary slightly in appearance from promotional images. Minor presentation differences do not qualify for a refund.
• Promotional or Discounted Orders: Items purchased using promotional discounts, coupons, or special offers may be subject to modified or limited refund eligibility.
• Consumed Orders: If a substantial portion of the order has been consumed, a refund will generally not be granted unless the issue relates to food safety or a health concern.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on Pizzana's part.
• Tips and Gratuities: Any tips added to an order are non-refundable.

4. 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 Information: Have the following details ready before contacting us: your full name, order number, date and time of the order, delivery address, a description of the issue, and any supporting photos or videos of the problem.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through our website at pizzana-delivery.rest. Make sure to submit your request within the applicable timeframe listed in Section 2.
3. Step 3 — Submit Evidence (If Required): Our team may ask you to provide photographs or videos of the issue (e.g., incorrect items, poor food quality, damaged packaging). Please submit these promptly to avoid delays in processing your request.
4. Step 4 — Review Process: Our customer support team will review your request and respond within 1–3 business days. We may contact you for additional information during this process.
5. Step 5 — Resolution: Once your refund request is approved, we will process the refund or offer an appropriate remedy (credit, replacement, or refund) based on the nature of the issue.

5. Refund Processing Times by Payment Method

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

Please note that while Pizzana processes refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Pizzana is not responsible for delays caused by third-party payment processors or banking institutions.

6. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of several was wrong).
• The food quality issue affected only part of the order.
• You have already consumed a significant portion of the food before identifying and reporting the issue.
• A significant delivery delay occurred, but the food was eventually delivered and was in acceptable condition.
• A promotional discount was applied and the refund is calculated based on the amount actually paid.

The amount of any partial refund will be determined at the sole discretion of Pizzana's customer support team, based on the specific circumstances of your case. We will communicate the partial refund amount to you before processing it, and you may raise any disagreement through our dispute resolution process outlined in Section 9.

7. Exchange Policy

Due to the perishable nature of food products, Pizzana does not offer traditional item exchanges in the same way a retail store would. However, we do offer the following remedies that may serve as alternatives to a monetary refund:

• Order Replacement: If an item was prepared incorrectly or is missing, we may offer to send a replacement order or item, subject to availability and at our discretion. Replacement orders may have an adjusted delivery time.
• Account Credit: Instead of a cash refund, we may offer you account credit equivalent to the value of the affected item(s), which can be used on a future order through pizzana-delivery.rest.
• Discount Voucher: In certain situations, we may issue a discount voucher or coupon code as compensation for your inconvenience.

If you prefer a monetary refund over account credit or a replacement, please indicate this clearly when submitting your refund request, and we will evaluate it based on the circumstances of your case.

8. Cancellation Policy

We understand that plans can change. Below is our cancellation policy:

8.1 Cancellation Before Preparation Begins

You may cancel your order for a full refund if the cancellation is made within 5 minutes of placing the order and before our kitchen has begun preparing your items. To cancel, contact us immediately at [email protected] or through the website.

8.2 Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations are generally not accepted and a refund will not be issued. This is because food ingredients have already been allocated and preparation cannot be halted without waste.

8.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery upon arrival, the order will be considered delivered and no refund will be issued.

8.4 Cancellations Due to Circumstances Beyond Our Control

In rare cases, Pizzana may need to cancel your order due to circumstances beyond our control, including but not limited to: ingredient unavailability, kitchen equipment failure, extreme weather conditions, or operational emergencies. In such cases, you will be notified promptly and a full refund will be issued automatically within the timeframes outlined in Section 5.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizzana has a structured dispute resolution process to ensure fair treatment for all customers.

9.1 Internal Escalation

If you disagree with a decision made by our customer support team, you may request that your case be escalated to a senior member of our team. To do so, reply to the original email communication or send a new email to [email protected] with the subject line "Refund Dispute Escalation — [Your Order Number]." We will review your case and respond within 3–5 business days.

9.2 Chargeback Rights

As a customer in the United States, you have the right to dispute charges with your bank or credit card issuer (commonly known as a "chargeback"). We encourage you to attempt resolution directly with Pizzana before initiating a chargeback, as this process typically takes longer and may complicate resolution. However, we fully respect your legal rights in this regard.

9.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your applicable state consumer protection authority. Pizzana fully cooperates with all regulatory inquiries.

9.4 Informal Resolution

Pizzana strongly prefers to resolve all disputes informally and amicably. We encourage customers to contact us directly before pursuing any formal legal action, as we are committed to finding a fair and reasonable resolution.

9.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state law where the business operates, without regard to its conflict of law provisions.

10. Special Circumstances

10.1 Food Allergy and Safety Concerns

We take food allergy and safety concerns extremely seriously. If you believe you experienced a food safety issue, illness, or allergic reaction as a result of consuming food from Pizzana, please contact us immediately. We will investigate the matter thoroughly and may coordinate with relevant local health authorities if necessary. A full refund will be issued in verified cases of food safety failures attributable to Pizzana.

10.2 Technical Errors and Double Charges

If you were charged multiple times for the same order due to a technical glitch on our website or payment platform, please contact us with your payment confirmation details. We will verify the duplicate charge and issue a full refund for any erroneous transactions within 3–5 business days.

10.3 Holiday and Peak Period Orders

During high-demand periods such as holidays, weekends, or special events, delivery times may be longer than usual. We will always provide updated estimated delivery times. If delays are substantial and caused by factors within our control, refund eligibility will be assessed on a case-by-case basis.

11. Policy Updates

Pizzana reserves 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. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes have been posted constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact us using the information below. Our customer support team is available to assist you and will respond as promptly as possible during business hours.

When contacting us, please include the following details to help us process your request efficiently:

• Your full name
• Your order number
• The date and time the order was placed
• A clear description of the issue
• Photos or videos (if applicable)
• Your preferred resolution (refund, replacement, credit, etc.)

This Refund Policy was last updated on June 4, 2026. For questions or concerns, contact us at [email protected].