Refund Policy

At Pizza Ranch, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at pizza-ranchs.digital or through any affiliated ordering channels.

Please read this policy carefully before placing an order. By completing a purchase with us, you acknowledge and agree to the terms described herein. If you have any questions, please contact us at [email protected] before placing your order.

1. Eligibility Conditions for Refunds

Pizza Ranch will consider refund requests under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong items).
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise not fit for consumption at the time of delivery or pickup.
• Significant Delivery Delay: Your delivery arrived unreasonably late due to circumstances within our control, rendering the food unacceptable.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A charge was made on your payment method without your knowledge or consent.

To be eligible for a refund, the issue must be reported within the timeframes outlined in Section 2 below. Refund requests made outside the specified timeframes may be denied at the discretion of our management team.

2. Timeframes for Refund Requests

We ask that all refund requests be submitted as soon as possible after an issue is identified. The following timeframes apply:

Requests submitted after these timeframes will be reviewed on a case-by-case basis and may not qualify for a full or partial refund.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have been partially or fully consumed, except in cases of documented food quality issues.
• Customized orders where the customer provided incorrect specifications at the time of ordering (e.g., wrong address, wrong toppings selected by the customer).
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Gift cards, vouchers, or store credits that have already been redeemed.
• Delivery fees, service fees, or platform fees charged by third-party delivery services, which are governed by their own refund policies.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts.
• Orders affected by events outside our control, including severe weather, natural disasters, or other force majeure events.
• Dissatisfaction based solely on personal taste preferences, as our menu descriptions are provided in advance.

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

To initiate a refund request, please follow these steps:

1. Contact Us Immediately: Reach out to our customer support team via email at [email protected] or visit our website at pizza-ranchs.digital as soon as the issue arises.
2. Provide Your Order Details: Include your full name, order number or confirmation number, date and time of the order, and the email address used to place the order.
3. Describe the Issue: Clearly explain the nature of your complaint — whether it is a missing item, incorrect order, quality concern, billing error, or other issue.
4. Submit Supporting Evidence (if applicable): Attach photos or screenshots that support your claim, such as images of the incorrect or poor-quality food, a screenshot of duplicate charges, or any relevant documentation.
5. Await Confirmation: Our team will acknowledge your request via email within 1–2 business days and provide you with a reference number for your case.
6. Review Period: Our customer service team will review your request and any submitted evidence. This review typically takes 2–5 business days.
7. Resolution Notification: You will receive an email informing you of the outcome — whether a full refund, partial refund, store credit, or replacement has been approved.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to process the refund and return the funds to you will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual timing of the credit appearing in your account is subject to the policies of your financial institution or payment provider. Pizza Ranch is not responsible for additional delays caused by banks or third-party payment processors.

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may be applicable under the following conditions:

• Only a portion of the items in an order were incorrect, missing, or unsatisfactory.
• The order was partially consumed before the issue was reported.
• A discount or promotional offer was applied to the original order, affecting the total refundable amount.
• The issue was partially attributable to customer error (e.g., customer provided an incorrect address causing a partial delivery failure).
• A promotional item or bundled item affected only part of the total order value.

The amount of a partial refund will be determined at the sole discretion of our customer service team, based on the specific circumstances of each case. We strive to be fair and transparent in all refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, Pizza Ranch does not offer traditional item exchanges in the same way as non-perishable goods retailers. However, we do offer the following alternatives in eligible cases:

• Order Replacement: If your order was incorrect or items were missing, we may offer to prepare and deliver or make available for pickup a replacement order at no additional charge, subject to availability and location operating hours.
• Store Credit: In lieu of a monetary refund, we may offer equivalent store credit applicable to a future order at Pizza Ranch, which does not expire for a period of 90 days from the date of issuance.
• Complimentary Item: For minor issues or as a gesture of goodwill, we may provide a complimentary item on a future visit or order.

Replacements and exchanges are subject to the same eligibility conditions outlined in Section 1 and must be requested within the applicable timeframes in Section 2.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation terms carefully:

8.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that preparation has not yet begun.
• Once an order has entered the preparation stage, cancellations are generally not accepted, and a refund will not be issued.
• For scheduled future orders, cancellations must be made at least 30 minutes before the scheduled preparation time to qualify for a full refund.

8.2 Catering and Large Orders

• Catering orders or large group orders must be cancelled at least 48 hours in advance of the scheduled service time to receive a full refund.
• Cancellations made between 24 and 48 hours prior to the event may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as food preparation and sourcing will have already commenced.

8.3 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number and reason for cancellation. Cancellations requested verbally without written confirmation may not be processed.

9. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. In the event that you are not satisfied with our initial resolution, the following dispute process applies:

9.1 Internal Escalation

If your refund request has been denied or you believe the resolution offered was unsatisfactory, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute Escalation" and including your case reference number. An experienced member of our management team will re-review your case and respond within 5 business days.

9.2 Third-Party Mediation

If the matter remains unresolved after internal escalation, you may seek resolution through the following channels:

• Federal Trade Commission (FTC): The FTC Act protects consumers against unfair or deceptive business practices. You may file a complaint at ftc.gov.
• State Consumer Protection Agencies: Depending on your state of residence, your local Attorney General's office or consumer protection agency may assist with unresolved disputes.
• Better Business Bureau (BBB): You may file a complaint with the BBB at bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card and believe the charge was unauthorized or fraudulent, you have the right to contact your card issuer to initiate a chargeback under applicable consumer protection rules. We encourage customers to contact us first before initiating chargebacks, as we will cooperate fully with any bank investigation.

9.3 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state law. Any disputes arising under this policy shall be subject to the jurisdiction of the courts in the state where Pizza Ranch operates its primary business. Consumer rights under applicable state laws, including the California Consumer Privacy Act (CCPA/CPRA) where applicable, are not waived or limited by this policy.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws that ensure your right to fair treatment and accurate representation of goods and services. These include but are not limited to:

• The Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce.
• The Electronic Fund Transfer Act (EFTA), which provides protections for electronic payment transactions.
• State-specific consumer protection statutes, which vary by state but generally provide additional rights regarding refunds, returns, and misleading advertising.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state consumer protection law.

11. Policy Updates

Pizza Ranch reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will become effective immediately upon publication on our website at pizza-ranchs.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services following any update constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or billing disputes, please contact our dedicated customer support team through any of the following channels:

Our customer support team is available to assist you during regular business hours. We strive to respond to all email inquiries within 1–2 business days. For the fastest resolution, please include your order number, contact information, and a detailed description of your concern when reaching out.