Refund Policy

Effective Date: July 3, 2026 | Last Updated: July 3, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience every single time. We understand that occasionally things may not go as planned — an order may arrive incorrect, items may be missing, or quality may fall short of your expectations. This Refund Policy outlines the conditions under which we offer refunds, how to request them, and what you can expect during the process.

We encourage all customers to review this policy carefully before placing an order. By completing a purchase through our website at deweysdelivery.click, you acknowledge that you have read, understood, and agreed to the terms described herein. 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.

If you have any questions before placing an order, please reach out to our customer support team at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Dewey's Pizza experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup order.
• Poor Food Quality: The food delivered was clearly undercooked, overcooked, spoiled, or otherwise unfit for consumption, and this was not caused by mishandling on the customer's part after delivery.
• Significant Delivery Delay: Your delivery arrived substantially later than the estimated delivery window communicated at the time of order placement, rendering the food unsatisfactory.
• Order Not Delivered: Your order was never delivered and cannot be confirmed as delivered by our system or delivery partner records.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Allergic Reactions Due to Incorrect Ingredients: If you specified an allergy or dietary restriction and the order was prepared incorrectly, causing an adverse reaction, we take this matter extremely seriously and will prioritize resolution.

Refund eligibility is assessed on a case-by-case basis. Dewey's Pizza reserves the right to request supporting documentation, such as photographs of the incorrect or substandard items, before processing a refund.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund, though we will make reasonable efforts to accommodate customers on a case-by-case basis. We strongly recommend inspecting your order immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable situations carefully:

• Change of Mind: Refunds are not issued simply because a customer changed their mind after the order was confirmed and preparation had begun.
• Consumed Orders: If the majority of a food item has been consumed, it will generally not qualify for a refund unless a genuine quality or safety issue is identified.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was never delivered through no fault of the customer.
• Tips and Gratuities: Any tips added to the order are non-refundable.
• Promotional or Discounted Items: Items purchased under specific promotional offers may have different or limited refund eligibility as specified at the time of purchase.
• Customized Orders Prepared Correctly: If a heavily customized order was prepared exactly as requested but the customer is dissatisfied with the taste or outcome, a refund may not be granted.
• Late Requests: Refund requests submitted beyond the applicable timeframes listed in Section 3 of this policy.

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

Requesting a refund from Dewey's Pizza is straightforward. Please follow these steps to ensure your request is handled quickly and efficiently:

1. Step 1 — Gather Your Information: Before contacting us, have the following details 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
   • Photographs of the incorrect, missing, or unsatisfactory items (if applicable)
2. Step 2 — Contact Our Customer Support Team: Reach out to us via one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: deweysdelivery.click (via the Contact or Support page)
3. Step 3 — Submit Your Request: Clearly describe your issue in writing. Include your order number, a description of what went wrong, and attach any supporting photos or documentation.
4. Step 4 — Review and Acknowledgment: Our team will acknowledge receipt of your request within 1 business day. We may contact you for additional information or clarification.
5. Step 5 — Decision: We will review your claim and notify you of our decision — whether a full refund, partial refund, replacement, or store credit will be offered — within 3 to 5 business days of receiving your complete request.
6. Step 6 — Refund Issuance: If your refund is approved, we will process the refund promptly according to the processing timelines described in Section 6 below.

6. 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 we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your bank or financial institution's processing times. Dewey's Pizza is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain circumstances, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following situations:

• Only some items in a multi-item order were incorrect or missing.
• The food quality was partially acceptable, and only certain items were unsatisfactory.
• The customer received a significantly late delivery, but still chose to accept and partially consume the order.
• A promotional discount had been applied to the order, and the refund reflects the actual amount paid for the affected items.
• The customer consumed a portion of an item before identifying an issue, and the claim is otherwise valid.

Partial refund amounts will be calculated based on the menu price of the affected items minus any applicable discounts. Our team will communicate the specific amount to be refunded before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product and receiving a replacement) are handled differently than in retail settings. Dewey's Pizza offers the following exchange options:

• Order Replacement: If your order arrived incorrect or was of unsatisfactory quality, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and delivery area coverage at the time of the request.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items. Store credit can be applied to future orders placed through deweysdelivery.click.
• Partial Replacement: If only specific items in your order were incorrect or unsatisfactory, we may offer to replace those individual items on your next visit or delivery.

Replacement orders are subject to the same quality standards and operational hours. We reserve the right to offer a monetary refund in place of a replacement if operational constraints prevent timely redelivery.

9. Cancellation Policy

Because food preparation begins almost immediately after an order is confirmed, our cancellation window is limited. Please review the following cancellation terms:

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must contact us within 5 minutes of placing the order. During this brief window, if preparation has not yet started, we will cancel the order and issue a full refund to your original payment method.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation phase, cancellations are generally not accepted, and refunds will not be issued for the prepared food items. You may still request a cancellation, and we will do our best to accommodate you, but we cannot guarantee approval once preparation has commenced.

9.3 Cancellations Due to Operational Issues

In the event that Dewey's Pizza must cancel your order due to ingredient unavailability, technical issues, or operational limitations, you will be notified promptly, and a full refund will be issued automatically to your original payment method without the need to submit a separate request.

9.4 Pre-Scheduled or Catering Orders

For large catering orders or pre-scheduled deliveries, a minimum 48-hour advance notice is required for cancellation to receive a full refund. Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund. Cancellations made less than 24 hours before the scheduled delivery or pickup time are non-refundable.

10. Dispute Resolution Process

We strive to resolve all customer concerns promptly and fairly. If you are unsatisfied with the resolution offered by our customer support team, you may escalate your concern through the following process:

10.1 Internal Escalation

Request that your case be escalated to a senior customer service representative or manager by clearly stating this in your email to [email protected]. Escalated cases will be reviewed within 5 to 7 business days.

10.2 Payment Processor Dispute (Chargeback)

You have the right to dispute a charge with your bank or credit card provider if you believe a transaction was unauthorized, fraudulent, or if you have not received a satisfactory resolution from us. We encourage customers to attempt resolution directly with Dewey's Pizza before initiating a chargeback, as chargebacks can delay the process. We will cooperate fully with any chargeback investigation initiated by your financial institution.

10.3 Consumer Protection Authorities

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

• The Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Consumer Protection Office
• The Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before resorting to formal legal action, both parties agree to attempt to resolve any dispute informally through good-faith negotiation. Either party may propose mediation through a mutually agreed-upon mediator.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws of the state in which Dewey's Pizza operates. Any legal proceedings shall be conducted in the appropriate courts of that jurisdiction.

11. Special Considerations

11.1 Food Safety Concerns

If you experience a food safety issue, including but not limited to finding foreign objects in your food or suffering a foodborne illness you believe is linked to our products, please contact us immediately. We take all food safety matters with the utmost seriousness. In addition to issuing a refund, we will investigate the concern thoroughly and may report the incident to the appropriate food safety authorities as required by law.

11.2 Third-Party Delivery Partners

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), the refund policy of that platform may apply in addition to or instead of this policy. In such cases, please contact the third-party platform directly for refund requests, or reach out to us and we will do our best to assist in coordinating a resolution.

11.3 Fraud Prevention

Dewey's Pizza reserves the right to deny refund requests that appear to be fraudulent or abusive. Customers who repeatedly submit refund claims that are found to be unsupported by evidence may have their accounts flagged, and future orders may be restricted at our discretion.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at deweysdelivery.click with the updated effective date. We encourage you to review this policy periodically. Continued use of our website and services after any changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

To submit a refund request or for any questions related to this policy, please contact the Dewey's Pizza customer support team using the details below: