Refund Policy

Effective Date: April 11, 2026  |  Last Updated: April 11, 2026

1. Overview

Pizzana ("we," "us," or "our") is committed to delivering fresh, high-quality food products to our valued customers. Because we deal in perishable food items, our refund policy reflects the unique nature of food-service transactions. This policy complies with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state food-service regulations.

By placing an order with Pizzana, you agree to the terms of this Refund Policy. We encourage you to review your order carefully before submission to help avoid any issues.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Pizzana experience. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza topping, wrong size, or wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not prepared to an acceptable standard of quality.
• Allergic Reaction or Ingredient Discrepancy: You received an item containing an ingredient not listed or one you specifically requested to be excluded, resulting in a verifiable issue.
• Significant Delivery Delay: Your delivery arrived more than 60 minutes beyond the stated estimated delivery time and the food was no longer suitable for consumption.
• Order Never Received: Your order was confirmed and charged but never delivered or available for pickup.
• Duplicate Charge: Your payment method was charged more than once for the same order.

Refund eligibility is determined on a case-by-case basis. Pizzana reserves the right to request photographic or other evidence to verify a claim before processing a refund.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, all refund requests must be submitted within a specific timeframe following your order:

Requests submitted after these deadlines may not be eligible for a full refund. Late submissions may be considered for store credit at Pizzana's discretion.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed prior to any complaint being submitted.
• Customized or special-request items where the requested specifications were fulfilled correctly.
• Dissatisfaction based purely on personal taste preferences when the order was prepared as requested.
• Delivery fees, service fees, or platform processing fees, unless the order was never received due to our error.
• Promotional, discounted, or complimentary items provided free of charge.
• Orders where inaccurate delivery information was provided by the customer, resulting in failed delivery.
• Delays caused by circumstances beyond our control, including severe weather events, traffic incidents, or other force majeure situations.
• Requests submitted beyond the applicable timeframes outlined in Section 3 of this policy.

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

To submit a refund request, please follow the steps below. Our customer service team is available to assist you throughout the process.

1. Step 1 – Gather Your Information: Before contacting us, have the following information ready:
   • Your full name and contact information
   • Your order number (found in your confirmation email)
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., wrong item, food quality issue)
2. Step 2 – Contact Pizzana: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzana-pizzas.digital (Contact / Support page)
3. Step 3 – Submit Your Request: Provide all relevant details, including your order number, a description of the issue, and any supporting photos or documentation. The more detail you provide, the faster we can process your request.
4. Step 4 – Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days and may follow up with additional questions if necessary.
5. Step 5 – Review and Decision: Pizzana will review your request and determine eligibility based on this policy. You will be notified of our decision via the email address associated with your order within 3–5 business days of your initial submission.
6. Step 6 – Refund Issued: If your request is approved, your refund will be processed according to the timelines listed in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In some cases, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was acceptable.
• The food quality issue affected only part of a multi-item order.
• A delivery delay significantly impacted only certain items in the order.
• The customer has already consumed part of the order before notifying Pizzana of the issue.
• A coupon or discount was applied at checkout that reduces the refundable amount.

The amount of a partial refund will be calculated based on the price of the specific affected item(s), minus any applicable fees or discounts. Pizzana will communicate the partial refund amount to you prior to processing.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally only available for in-store pickup orders or dine-in situations where the issue is identified at the point of receipt.

If you received an incorrect item during an in-store pickup and notify our team immediately (before leaving the premises), we will remake your order at no additional charge. For delivery orders, exchanges are not feasible due to logistics and food safety concerns. In such cases, a refund or store credit will be offered as described in this policy.

Exchanges are subject to item availability. Pizzana reserves the right to substitute an unavailable item with a comparable alternative of equal or greater value, subject to your approval.

9. Cancellation Policy

Because Pizzana begins preparing your order almost immediately after it is placed to ensure freshness and timely delivery, our cancellation window is limited.

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: You may cancel your order for a full refund if the order has not yet entered the preparation stage. Contact us immediately at [email protected].
• Cancellation after 5 minutes: Once food preparation has begun, cancellations will not be honored and no refund will be issued, unless the issue is covered under a separate eligibility condition in Section 2.
• Scheduled Future Orders: If you have placed an order scheduled for a future date or time, you may cancel without penalty up to 1 hour before the scheduled preparation time. Cancellations made within 1 hour of the scheduled time are subject to a cancellation fee equal to 50% of the order total.

9.2 Catering or Bulk Orders

For catering or large group orders (typically 10 or more persons), the following cancellation terms apply:

• More than 48 hours before the event: Full refund issued.
• 24–48 hours before the event: 50% refund issued; the remaining 50% is retained as a preparation and reservation fee.
• Less than 24 hours before the event: No refund will be issued, as ingredients and labor will have already been committed.

10. Dispute Resolution Process

We are committed to resolving all refund and order-related concerns fairly and efficiently. If you are unsatisfied with our initial response to your refund request, the following escalation process is available:

1. Step 1 – Internal Escalation: Request that your case be reviewed by a senior member of our customer service team. This can be done by replying to your existing email thread and marking it as an escalation request. We will re-review your case within 5 business days.
2. Step 2 – Formal Written Complaint: If the internal escalation does not resolve your concern, you may submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute." Please include all previous correspondence, your order details, and a clear statement of the resolution you are seeking.
3. Step 3 – Third-Party Mediation: If we are unable to reach a mutually agreeable resolution through internal channels, either party may propose non-binding mediation through a neutral third-party mediator. Costs for mediation will be shared equally between both parties unless otherwise agreed.
4. Step 4 – Consumer Protection Resources: You also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General's office if you believe your consumer rights have been violated.
5. Step 5 – Chargeback Rights: As a consumer, you retain the right to dispute a charge with your bank or credit card issuer. However, we encourage you to contact us first, as we are typically able to resolve issues more quickly and directly than through the chargeback process.

11. Store Credit Option

In some cases, instead of a monetary refund, Pizzana may offer store credit as an alternative resolution. Store credit:

• Is issued to the email address associated with your account or order.
• Has no expiration date unless otherwise stated at the time of issuance.
• Can be used toward any future order placed through pizzana-pizzas.digital.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional offers unless explicitly permitted.

Customers will always have the option to request a monetary refund in lieu of store credit, subject to eligibility requirements under this policy.

12. Policy Amendments

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzana-pizzas.digital with a revised effective date. Continued use of our services after any modification constitutes your acceptance of the updated policy.

We recommend checking this page periodically to stay informed of any changes that may affect your rights as a customer.

13. Contact Us

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to contact our customer service team. We are here to help.

This Refund Policy was last reviewed and updated on April 11, 2026. Pizzana strives to handle all refund requests with fairness, transparency, and respect for our customers' rights under applicable United States consumer protection laws, including those enforced by the Federal Trade Commission (FTC).