Refund Policy

At Pizza Factory, we are committed to delivering fresh, high-quality food and an exceptional customer experience every time you order. We understand that there are occasions when things do not go as expected, and we want to make it right. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website at factorypizza.digital or any affiliated ordering platform, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Pizza Factory takes pride in preparing every order with care and quality ingredients. Because our products are freshly prepared food items, our refund policy is designed to balance your satisfaction with the perishable nature of our products. We handle every refund or complaint request on a case-by-case basis and strive to reach a fair resolution promptly.

We comply with all applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act, as well as any applicable state-level consumer protection statutes governing food service businesses.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards at the time of delivery or pickup.
• Damaged or Contaminated Food: The food arrived damaged, tampered with, or containing foreign objects.
• Significant Delivery Delay: Your order was substantially delayed beyond the quoted delivery time, rendering the food unsuitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: You did not receive your order, and our records do not confirm successful delivery or pickup.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes after the order was placed, delivered, or picked up:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to contact us as soon as an issue is identified, as this significantly improves our ability to investigate and resolve the matter.

4. Non-Refundable Items and Services

The following circumstances generally do not qualify for a refund:

• Orders where the customer simply changed their mind after preparation has begun.
• Food items that have been fully or largely consumed before a complaint is made.
• Customized orders that were prepared exactly as specified by the customer (e.g., specific toppings, dietary modifications).
• Delivery fees, service charges, or platform fees, unless the order was not delivered.
• Promotional or complimentary items received as part of a deal or discount offer.
• Dissatisfaction based solely on personal taste preferences when the food was correctly prepared as ordered.
• Orders affected by circumstances outside our control, such as natural disasters, extreme weather, or third-party delivery carrier failures beyond our reasonable control.
• Requests made after the applicable refund request window has closed.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order number, the date and time of your order, a description of the issue, and any supporting photos or documentation.
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: factorypizza.digital
3. Step 3 — Describe Your Issue: Clearly explain what went wrong with your order. Include the specific items affected, the nature of the problem, and any relevant details that will help us assess your request accurately.
4. Step 4 — Attach Evidence (if applicable): If your complaint involves food quality, incorrect items, or damaged goods, please attach clear photographs to support your claim. This step significantly speeds up the resolution process.
5. Step 5 — Wait for Review: Our customer support team will review your request and respond within 1 to 3 business days. We may contact you for additional information if needed.
6. Step 6 — Receive Resolution: Once your request is reviewed and approved, we will notify you of the refund decision and the method and timeline for processing.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for the funds to reach you depends on your original payment method. Please refer to the table below:

Please note that processing times are estimates and may vary depending on your bank or financial institution. Pizza Factory is not responsible for additional delays caused by your bank's internal processing timelines.

7. Partial Refunds

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

• Only certain items in a multi-item order were affected by an issue (e.g., one pizza was correct, but another was wrong).
• The order was partially consumed before the quality issue was identified.
• A delivery delay affected only part of the order's usability.
• Minor discrepancies in a customized order that did not significantly affect the overall value of the meal.
• Promotional discounts were already applied to the order, and the refund is calculated on the actual amount paid.

The amount of a partial refund will be determined by our customer support team based on a fair assessment of the specific circumstances of each case.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always possible. However, we do offer the following alternatives in eligible cases:

• Order Replacement: If we confirm that your order was incorrect or failed to meet quality standards, we may offer to remake and deliver a replacement order at no additional cost, subject to availability and operating hours.
• Store Credit: In situations where a replacement is not feasible (e.g., outside operating hours), we may offer store credit equivalent to the value of the affected items, which can be applied to your next order.
• Combination Resolution: In some cases, we may offer a combination of a partial refund and store credit to resolve your concern fairly.

Exchange requests must be made within the same timeframes outlined in Section 3 of this policy. Our team will work with you to determine the most appropriate resolution based on the nature of your complaint.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the fact that food preparation begins very quickly after an order is placed.

9.1 Cancellations Before Preparation Begins

If you cancel your order within 5 minutes of placing it, and our kitchen has not yet begun preparing your food, you will receive a full refund of the order amount.

9.2 Cancellations After Preparation Has Begun

Once food preparation has started, cancellations may not be accepted. If a cancellation is accepted under exceptional circumstances after preparation has begun, a partial refund may be issued, deducting the cost of ingredients and preparation already invested in your order.

9.3 Cancellations for Delivery Orders

For delivery orders, cancellations are only accepted before the order has been dispatched for delivery. If the order is already en route, we are unable to cancel or redirect it. In such cases, please refer to our refund eligibility criteria if there is an issue upon receipt.

9.4 How to Cancel

To request a cancellation, contact us immediately via email at [email protected] or through the ordering platform used to place your order. Please include your order number and the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, you have the right to escalate your concern through the following dispute resolution process:

10.1 Internal Escalation

First, contact our customer support team again and clearly state that you wish to escalate your concern to a senior team member or manager. Include all previous correspondence and your order details. We aim to resolve escalated disputes within 5 business days.

10.2 Chargeback Rights

Under United States federal law, you have the right to dispute unauthorized or incorrect charges with your bank or credit card issuer. If you believe you have been charged incorrectly and we have been unable to resolve the matter, you may initiate a chargeback through your financial institution. Please note that initiating a chargeback without first attempting to resolve the matter directly with us may affect your ability to use our services in the future.

10.3 Third-Party Mediation

If a resolution cannot be reached through direct communication, both parties agree to consider good-faith mediation before pursuing any formal legal action. Mediation proceedings shall be conducted in accordance with applicable laws of the United States.

10.4 Consumer Protection Resources

Customers in the United States may also file a complaint with the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state Attorney General's Office or Department of Consumer Affairs.

11. Special Circumstances

11.1 Allergic Reactions and Health Concerns

If you experience an allergic reaction or health concern related to your order, please seek appropriate medical attention immediately. Contact us as soon as it is safe to do so. We take all such reports extremely seriously and will investigate promptly. Refunds related to health and safety issues will be handled on a priority basis.

11.2 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund process may be subject to that platform's own refund policies. We encourage you to contact both Pizza Factory and the relevant platform to ensure your concern is addressed effectively.

11.3 Promotional Orders and Discounts

Refunds for orders purchased with promotional codes, coupons, or discounts will be calculated based on the actual amount paid after any discounts were applied. Promotional value used in an order is generally non-refundable unless the entire order qualifies for a full refund.

12. Changes to This Refund Policy

Pizza Factory reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at factorypizza.digital with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with an order, please do not hesitate to reach out to us using the contact details below:

Our customer support team is dedicated to ensuring your satisfaction and will do our utmost to resolve any issue promptly, fairly, and professionally. We value your business and appreciate your trust in Pizza Factory.