Refund Policy

At Dewey's Pizza, we are committed to providing our customers with high-quality food and an excellent dining experience. We understand that sometimes issues arise, and we want to make sure every customer is treated fairly and respectfully. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refund requests, cancellations, and order disputes.

1. Our Commitment to Customer Satisfaction

Dewey's Pizza takes pride in the quality of our products. Every pizza, side dish, and beverage we prepare is made with care and fresh ingredients. However, we recognize that mistakes can happen — whether it's an incorrect order, a quality issue, or a delivery problem. This policy outlines how we handle these situations in a fair and transparent manner.

By placing an order through our website at deweyscafe.top, by phone, or in person at our location, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be considered eligible for a refund or compensation, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust type, or missing items).
• Food Quality Issue: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the originally quoted delivery time, and the food was no longer at an acceptable temperature or condition.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Order Never Received: Your delivery order never arrived, confirmed by our delivery records and your account activity.
• Allergic Reaction Due to Incorrect Ingredients: If an order was prepared with ingredients not specified or with allergens that were clearly disclosed as absent from your order, you may be eligible for a full refund (documentation may be required).

3. Timeframes for Refund Requests

Timeliness is critical when reporting issues with food orders. Because food is perishable and conditions can change quickly, we require that refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is discovered.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any condition. These include:

• Orders that have been fully consumed before a complaint is filed.
• Customized orders where the customer provided specific instructions that were followed correctly.
• Dissatisfaction based on subjective taste preferences (e.g., "I didn't like the flavor").
• Delivery fees, service charges, and convenience fees paid at checkout (unless the order was never received).
• Promotional, discounted, or coupon-based orders, unless the refund is due to a quality or fulfillment issue on our part.
• Gift cards and store credit once issued.
• Orders placed with third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be handled through the respective platform's refund process.

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

To request a refund from Dewey's Pizza, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photos or videos of the incorrect, missing, or substandard food item(s). This documentation will support your claim and help us resolve the issue faster.
2. Step 2 — Contact Us Promptly: Reach out to our customer service team as soon as possible using one of the contact methods listed at the end of this policy. Be sure to contact us within the applicable timeframe described in Section 3.
3. Step 3 — Provide Order Details: When you contact us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Any photos or documentation of the problem
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review by Our Team: Our customer service team will review your request and may contact you for additional information. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Resolution: Once your claim is reviewed and approved, we will notify you of the resolution. Approved refunds will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for funds to appear in your account depends on your original payment method:

Please note that processing times may vary depending on your bank or card issuer. Dewey's Pizza is not responsible for delays caused by financial institutions once the refund has been initiated on our end.

7. Partial Refunds

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

• Only one or a few items in the order were incorrect or unsatisfactory, while the rest of the order was fulfilled correctly.
• The customer has already consumed a portion of the order before identifying an issue.
• A delivery was significantly delayed but the food was ultimately received and partially acceptable.
• Minor quality issues that do not warrant a full refund but represent a legitimate inconvenience to the customer.

The amount of any partial refund will be determined at the discretion of our customer service team based on the specific circumstances of the claim. We are committed to being fair and reasonable in all cases.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Dewey's Pizza may offer to replace the incorrect or unsatisfactory item with the correct one at no additional charge. This exchange option is available under the following conditions:

• The original order issue was due to our error (wrong item prepared, missing item, etc.).
• The request for replacement is made within 2 hours of receiving the original order.
• Our kitchen team is able to fulfill the replacement order within a reasonable timeframe.

For delivery orders, replacement items will be delivered free of charge. For pickup orders, the customer may return to the store to collect the replacement, or we may arrange re-delivery depending on the circumstances.

If you prefer a monetary refund over an exchange, simply let our team know when submitting your request, and we will accommodate your preference where eligible.

9. Cancellation Policy

We understand that plans can change. Here is how we handle order cancellations:

9.1 Cancellations Before Preparation Begins

If you need to cancel an order, please contact us immediately. If your order has not yet entered the preparation stage, we will cancel the order and issue a full refund to your original payment method. Full refunds for cancellations are available when the cancellation request is received within 5 minutes of placing the order.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage (ingredients are being assembled, dough is being prepared, or the order is already in the oven), we are generally unable to cancel the order. In these cases:

• No refund will be issued for the food preparation costs.
• Store credit may be offered at our discretion depending on the circumstances.

9.3 Cancellations for Scheduled/Pre-Orders

For pre-ordered or scheduled orders (e.g., catering orders or advance orders placed for a future date), cancellations must be made at least 24 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made less than 24 hours in advance may result in a cancellation fee of up to 50% of the total order value to cover ingredient and preparation costs.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, or if a dispute arises related to a charge on your account, you have the following options:

10.1 Internal Escalation

Request to have your case reviewed by a senior manager or supervisor. We will make every effort to reach a satisfactory resolution at this stage. Please allow up to 5 business days for an escalated review.

10.2 Chargeback Through Your Bank

If you paid by credit or debit card and believe you have been charged in error, you have the right to dispute the charge with your bank or card issuer. Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute unauthorized or incorrect charges. Please note, however, that initiating a chargeback without first attempting to resolve the issue directly with us may result in delays.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or local consumer protection bureau.

10.4 Informal Mediation

For disputes involving amounts greater than $500, both parties agree to attempt to resolve the dispute through informal mediation before pursuing any formal legal action. Mediation costs, if any, will be shared equally between the parties unless otherwise agreed.

11. Special Circumstances

Dewey's Pizza may, at its sole discretion, make exceptions to this Refund Policy in cases of extraordinary circumstances, such as:

• Natural disasters or severe weather events affecting delivery operations.
• Technical issues with our online ordering system that resulted in duplicate orders or incorrect charges.
• Documented health or safety concerns related to our food products.

In any such situation, please contact us directly and we will work with you to find a fair resolution.

12. Third-Party Delivery Platform Orders

13. Policy Updates

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be posted on this page at deweyscafe.top with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after a policy update constitutes acceptance of the revised terms.

14. Contact Information for Refund Requests

To submit a refund request or to ask any questions about this policy, please reach out to us using the following contact details: