Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at factorypizza.click, by phone, or in person at our location. Because we deal in freshly prepared food products, our refund policy reflects the unique nature of perishable goods while still prioritizing customer satisfaction.

By placing an order with Pizza Factory, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety. This policy is governed by applicable United States federal and state consumer protection laws, including relevant provisions of the Federal Trade Commission Act (FTC Act).

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Pizza Factory experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Allergic Ingredient Error: An allergen-related mistake was made despite a documented special request or allergy notification submitted at the time of ordering.
• Delivery Not Received: Your delivery order was confirmed but never arrived, and a reasonable timeframe has passed.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Cancellation: You cancelled your order within the eligible cancellation window (see Section 8 below).

To be eligible for a refund, customers must meet the conditions listed above and submit their refund request within the applicable timeframe outlined in Section 3.

3. Timeframes for Refund Requests

Due to the perishable and time-sensitive nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside of these windows may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund. These include, but are not limited to:

• Orders where the customer simply changed their mind after the food was prepared.
• Food items that have been substantially consumed before a complaint is raised.
• Promotional or discounted items purchased as part of a limited-time offer, unless the issue falls under an eligible refund condition.
• Delivery fees, service fees, or convenience charges, unless the entire order qualifies for a full refund.
• Customized orders that were prepared exactly as requested by the customer.
• Requests made beyond the eligible timeframes specified in Section 3.
• Issues arising from customer-provided incorrect delivery address information.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory food items if applicable. This documentation helps us resolve your issue faster.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the payment method used.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the contact methods listed below. Clearly describe the issue and include your order number, photographs (if applicable), and your preferred resolution (refund, replacement, or store credit).
4. Step 4 – Await Confirmation: Our team will review your request and respond within 1–2 business days. We may ask for additional information to process your claim.
5. Step 5 – Resolution: Once your request is approved, we will process the refund, replacement, or store credit as agreed. Refund timelines vary by payment method (see Section 6).

You can contact us through any of the following channels:

• Email: [email protected]
• Website: factorypizza.click

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your payment method. The following general timeframes apply:

Please be aware that these timeframes reflect our internal processing. Your bank or payment provider may take additional time to post the refund to your account. Pizza Factory is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing, and the remainder of the order was correct.
• The food quality issue affected only part of the order (e.g., one pizza was unsatisfactory but other items were fine).
• A promotional discount or coupon was applied to the original order, and the refund is adjusted accordingly.
• The customer partially consumed the food before identifying an issue.
• The order was correct but a minor customization request was not fulfilled, resulting in a partial dissatisfaction.

The amount of a partial refund will be determined at the discretion of Pizza Factory based on the specific circumstances of each case. Our goal is always to find a fair and reasonable resolution for our customers.

8. Cancellation Policy

We understand that plans change. However, because our kitchen begins preparing orders immediately after they are placed, our cancellation window is very limited.

8.1 Online and Phone Orders

Customers may cancel an order for a full refund within 5 minutes of placing the order, provided that food preparation has not yet begun. To cancel, contact us immediately by phone or email with your order number.

8.2 Orders Already in Preparation

Once food preparation has begun, cancellations are generally not accepted, and no refund will be issued. In exceptional circumstances (such as a medical emergency), we may offer store credit at our discretion.

8.3 Scheduled Future Orders

If you placed an advance or scheduled order, cancellations may be accepted up to 30 minutes before the scheduled preparation time for a full refund. Cancellations made within 30 minutes of the scheduled time are subject to a 50% cancellation fee.

8.4 Catering or Large Group Orders

Catering or large group orders require at least 24 hours' notice for cancellation to receive a full refund. Cancellations made with less than 24 hours' notice will forfeit the deposit paid, if applicable.

9. Exchange Policy

Pizza Factory offers order exchanges in certain situations where a replacement is more practical than a monetary refund:

• Incorrect Item Received: If you received the wrong item, we will prepare and deliver (or make available for pickup) the correct item at no additional charge, subject to availability.
• Quality Issue: If food quality did not meet our standards, we will remake the item and offer it as a replacement, provided the request is made within the eligible timeframe.
• Exchange vs. Refund: Customers may choose between a replacement/exchange or a monetary refund when eligible. We will honor the customer's preferred resolution where feasible.

Exchanges are subject to the same eligibility conditions and timeframes as refund requests. We cannot offer exchanges for items consumed in their entirety or for issues reported beyond the applicable deadline.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern through the following steps:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation review. To do so, reply to your original refund correspondence and include the word "ESCALATION" in the subject line, or email us directly at [email protected] with full details of your concern. A senior team member will review your case within 3–5 business days.

10.2 Chargeback and Payment Dispute

If you believe you have been wrongfully charged, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. Under the Fair Credit Billing Act (FCBA) and applicable credit card network rules, consumers have the right to dispute unauthorized or erroneous charges. We ask that customers attempt to resolve issues directly with us before initiating a chargeback, as we are typically able to resolve concerns more quickly.

10.3 Consumer Protection Agencies

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

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

10.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, both parties may agree to seek informal mediation through a mutually agreed-upon third-party mediator before pursuing any formal legal action. Each party shall bear their own costs associated with mediation unless otherwise agreed.

11. Fraud Prevention

Pizza Factory takes the integrity of our refund process seriously. We reserve the right to flag, investigate, and decline refund requests that show signs of fraud or bad-faith abuse of this policy. This includes, but is not limited to, repeated refund requests from the same customer or account, refund claims inconsistent with order records, or requests for refunds on orders that were confirmed delivered and received.

Customers found to be abusing our refund policy may have their accounts suspended and may be prohibited from placing future orders.

12. Changes to This Refund Policy

Pizza Factory reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at factorypizza.click. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information

For all refund inquiries, questions about this policy, or to submit a refund request, please contact us using the information below: