Refund Policy

Last Updated: May 6, 2026

1. Introduction

At Pizzana, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary, and we have established this Refund Policy to ensure that all such situations are handled fairly, transparently, and efficiently.

This Refund Policy applies to all orders placed through our website eat-pizzana.rest, including delivery orders, takeout orders, and any other transactions processed through our digital platform. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Eligibility for Refunds

Pizzana will consider refund requests under the following circumstances. Eligibility for a refund is determined on a case-by-case basis, and we reserve the right to approve or deny requests at our reasonable discretion.

2.1 Qualifying Reasons for a Refund

• Your order was incorrect — items delivered or prepared did not match what was ordered.
• Your order was missing items that were charged and paid for.
• The food received was spoiled, contaminated, or unfit for consumption upon delivery or pickup.
• Significant quality issues were present that deviate from reasonable food preparation standards (e.g., severely undercooked or burnt items).
• Your order was never delivered, and delivery confirmation cannot be verified by our system.
• You were charged multiple times for the same transaction due to a technical or payment processing error.
• Your order was cancelled by Pizzana due to operational reasons (e.g., unavailability of ingredients, closure).

2.2 Conditions for Eligibility

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must be able to provide proof of purchase, including your order number and email address used at checkout.
• For quality-related claims, photo or video evidence of the issue is strongly recommended and may be required.
• The request must be submitted in good faith and not constitute an abuse of our refund process.

3. Refund Request Timeframes

Timely reporting is essential for food-related refund claims. Given the perishable nature of food products, we require that refund requests be submitted promptly after the issue is identified.

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following items and circumstances are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the order was confirmed and preparation had begun.
• Food items that have been fully consumed before a quality complaint is reported.
• Customization requests that were fulfilled as specified but the customer is dissatisfied with the resulting taste or appearance.
• Delivery fees, where the delivery was completed successfully and within a reasonable time.
• Promotional items, complimentary add-ons, or free offers included with an order.
• Orders affected by customer-provided incorrect delivery address information.
• Delays caused by circumstances outside our control, including severe weather events, traffic conditions, or acts of God.
• Digital gift cards or prepaid credit added to your account wallet (unless required by applicable law).
• Orders that were successfully delivered and accepted by the customer or a person at the delivery address.

5. How to Request a Refund

To ensure your refund request is processed as quickly as possible, please follow these steps:

Step 1: Gather Your Information

Before contacting us, have the following ready:

• Your order number (found in your confirmation email or account order history)
• The email address used when placing the order
• A clear description of the issue
• Photos or videos documenting the problem (if applicable)

Step 2: Contact Pizzana Customer Support

Reach out to our customer support team through one of the following channels:

• Email: [email protected]
• Website: eat-pizzana.rest

When emailing, use the subject line: "Refund Request – Order #[Your Order Number]" to ensure faster processing.

Step 3: Await Review and Confirmation

Our customer support team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request supporting documentation before making a final determination.

Step 4: Refund Decision

Once your request has been reviewed, you will be notified by email of the outcome — whether a full refund, partial refund, store credit, or denial has been determined. If approved, your refund will be processed according to the timeline outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while Pizzana processes approved refunds promptly, the actual time for funds to appear in your account may vary depending on your financial institution's policies. Pizzana is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may be appropriate in the following circumstances:

• Only some items in an order were incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The food quality issue affected only a portion of the overall order.
• The customer accepted and consumed part of the order before identifying a problem.
• A delivery fee was paid but only part of the order was affected by the qualifying issue.

The amount of a partial refund will be calculated based on the price of the specific items or portions of the order that qualify under this policy. Our customer support team will communicate the proposed partial refund amount and rationale to the customer before processing.

8. Store Credit and Exchanges

8.1 Store Credit

In some cases, particularly where a full monetary refund is not feasible, Pizzana may offer store credit as an alternative resolution. Store credit will be applied to your Pizzana account and can be used toward future orders placed through eat-pizzana.rest. Store credit:

• Has no expiration date unless otherwise stated at the time of issuance.
• Is non-transferable and cannot be exchanged for cash.
• May not be used in conjunction with certain promotional offers (restrictions will be disclosed at checkout).

8.2 Exchange Policy

Due to the perishable nature of our food products, we are unable to offer traditional item exchanges in the way that non-food retailers might. However, if you received an incorrect item, we will work with you to arrange one of the following remedies:

• Re-delivery of the correct item, subject to operational availability and proximity.
• A replacement order offered at no additional cost at your next visit or order.
• A full or partial refund as described in this policy.

Availability of re-delivery or replacement options depends on the time of day, staffing, and the nature of the issue reported.

9. Cancellation Policy

9.1 Customer-Initiated Cancellations

You may request to cancel your order under the following conditions:

To cancel an order, contact us immediately at [email protected] with your order number. Speed is essential — once food preparation has begun, cancellation is generally not possible.

9.2 Pizzana-Initiated Cancellations

Occasionally, Pizzana may need to cancel an order due to circumstances beyond our control, including but not limited to:

• Unavailability of ordered menu items or ingredients
• Technical issues with our ordering system
• Temporary closure of our kitchen or location
• Extreme weather or emergency conditions affecting operations
• Suspected fraudulent activity associated with an order

In the event that Pizzana cancels your order, you will be notified by email or phone, and a full refund will be automatically processed to your original payment method within 3–5 business days.

10. Dispute Resolution

10.1 Internal Resolution

We encourage all customers to first contact Pizzana directly to resolve any refund-related disputes. Our team is dedicated to finding a fair and timely resolution for all issues. Most disputes can be resolved efficiently through direct communication with our customer support team at [email protected].

10.2 Chargeback Policy

If you have been unable to resolve an issue directly with Pizzana and you believe a charge on your account is unauthorized or erroneous, you have the right to dispute the charge with your credit card issuer or bank in accordance with applicable United States law, including protections under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA).

We ask that customers exhaust our internal refund process before initiating a chargeback, as chargebacks can create unnecessary delays and complications. Repeated or abusive chargeback activity may result in suspension of your account.

10.3 Consumer Protection Resources

If you feel that your consumer rights have been violated, you may contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for state-specific consumer protection complaints.

10.4 Informal Dispute Resolution

Before pursuing formal legal action, both parties agree to attempt to resolve any disputes through good-faith negotiation. Either party may initiate this process by sending written notice of the dispute to the contact information provided in this policy. The parties agree to negotiate in good faith for a period of at least thirty (30) days before pursuing any formal legal remedies.

11. Fraudulent Refund Requests

Pizzana takes fraudulent activity seriously. Customers who submit false or exaggerated refund claims, provide fabricated documentation, or repeatedly abuse our refund process may have their accounts suspended or permanently banned from using our services. We reserve the right to report suspected fraud to appropriate law enforcement authorities in accordance with applicable United States law.

12. Modifications to This Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at eat-pizzana.rest with an updated "Last Updated" date. It is your responsibility to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

For significant changes, we may notify customers via email or through a prominent notice on our website.

13. Contact Information

For all refund requests, questions about this policy, or any concerns related to your order, please contact us through the following channels:

Our customer support team is available to assist you during regular business hours. We aim to respond to all refund-related inquiries within 1–2 business days. We appreciate your patience and your continued trust in Pizzana.