Refund Policy

Last Updated: June 24, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that occasionally issues may arise with an order, and we want to make sure our customers are treated fairly and with respect. This Refund Policy outlines our guidelines, conditions, and procedures related to refunds, cancellations, exchanges, and dispute resolution for all orders placed through our website, deweysdining.click, or through other official ordering channels.

Because we deal in perishable food products, our refund policy necessarily differs from non-food retail businesses. We ask all customers to review this policy thoroughly so that expectations are clearly set before, during, and after the ordering process.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider refund requests under the following circumstances:

• Wrong Order Delivered: You received items that are different from what you ordered and paid for.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, foreign objects were found, or the product was otherwise unfit for consumption.
• Significant Order Inaccuracies: Your order was prepared with substantially incorrect ingredients, including the presence of allergens you specifically requested to be excluded.
• Order Not Delivered: Your delivery order was never received, and our records confirm the delivery was not completed.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.

To be eligible for a refund, you must notify us within the required timeframe specified in Section 3 of this policy. Refund requests that do not meet the eligibility criteria or are submitted outside the applicable time window may be declined at our discretion.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, it is essential that customers report any issues promptly. The following timeframes apply to all refund requests:

Requests submitted after these timeframes will generally not be considered for a refund. We strongly encourage customers to inspect their order upon receipt and contact us immediately if any issue is found.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following items and circumstances are generally non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Partially Consumed Items: If more than half of a food item has been consumed, we are unable to verify the complaint and a refund will not be issued.
• Incorrect Address Provided: If a delivery could not be completed because the customer provided an incorrect or incomplete delivery address.
• Customer Unavailability: If our driver attempted delivery and the customer was unavailable and did not respond to contact attempts.
• Customization Preferences: Refunds are not issued for personal taste preferences, such as disliking a sauce flavor or topping combination that was correctly prepared according to your specifications.
• Promotional or Free Items: Items provided free of charge or as part of a promotion are not eligible for a cash refund.
• Gift Cards and Credits: Store credits and gift card values are non-refundable and non-transferable for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are governed by those platforms' own policies.

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

To submit a refund request, please follow the steps below carefully:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You may contact us via:
   • Email: [email protected]
   • Website: deweysdining.click
2. Step 2 – Provide Order Information: Include the following details in your message:
   • Your full name and contact phone number
   • Your order number or confirmation number
   • The date and time the order was placed
   • The nature of the issue (missing item, wrong item, quality issue, etc.)
3. Step 3 – Submit Supporting Evidence: Where applicable, please attach clear photographs of the food items received, the packaging, or any visible issues. Photo evidence significantly speeds up the review process and helps us resolve your complaint more accurately.
4. Step 4 – Await Review: Our customer service team will review your request within 1–3 business days. We may follow up with additional questions if needed.
5. Step 5 – Receive Decision: Once our review is complete, we will notify you of our decision via email. If a refund is approved, we will confirm the refund amount and the method of reimbursement.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for funds to appear in your account varies depending on your payment method:

Please be aware that Dewey's Pizza processes its side of the refund promptly after approval, but the final appearance of funds in your account is subject to your bank's or payment processor's internal timelines, which are outside of our control. If you have not received your refund after 10 business days, please contact your financial institution and also reach out to us at [email protected].

7. Partial Refunds

In some situations, a full refund may not be warranted, but a partial refund may be appropriate. Partial refunds may be issued in the following circumstances:

• Only one or a few items in a larger order were affected by an error or quality issue, and the remainder of the order was satisfactory.
• An item was missing a topping or add-on that was charged separately, and the base item was otherwise correctly prepared.
• A delivery was significantly delayed due to circumstances within our control, and the customer accepts a partial refund as compensation.
• An item was partially consumed but a verifiable defect (such as a foreign object) was confirmed in the unconsumed portion.

Partial refund amounts are determined by our customer service team on a case-by-case basis, taking into account the cost of the specific item(s) affected, the nature of the complaint, and the extent of the issue. We aim to be fair and reasonable in all partial refund decisions.

8. Exchange Policy

Because we serve freshly prepared food products, traditional item exchanges (returning a product and receiving a new one) are subject to strict limitations. However, we do offer the following remedies that may function similarly to an exchange:

• Order Replacement: If you received the wrong item entirely and contact us within 2 hours, we will make every effort to prepare and deliver the correct item, subject to store hours, ingredient availability, and delivery logistics. Replacement orders are offered at no additional charge when the error is confirmed to be on our part.
• Store Credit: In lieu of a cash refund, customers may opt to receive store credit of equal or greater value, which can be used on a future order. Store credit is applied to your account and is valid for 90 days from the date of issuance.
• In-Store Resolution: For pickup orders, customers may return to the store location within 1 hour of pickup with the original receipt and the item(s) in question to discuss resolution directly with our staff.

Exchanges or replacements for reasons of personal preference, taste, or buyer's remorse are not available.

9. Cancellation Policy

Order cancellations are subject to the stage at which the cancellation is requested:

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Cancellations in this window must be made immediately after placing the order, typically within 5 minutes.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellation is generally not possible, and no refund will be issued. This is due to the perishable and custom-made nature of our food products.
• After Dispatch for Delivery: Orders that have already been dispatched with a driver cannot be cancelled. No refund will be issued in this case unless a qualifying issue is confirmed upon delivery.

9.2 Pre-Orders and Catering Orders

• More than 24 hours in advance: Full refund issued with no cancellation fee.
• Between 12 and 24 hours in advance: A cancellation fee of up to 25% of the total order value may be applied to cover ingredient costs already incurred.
• Less than 12 hours in advance: A cancellation fee of up to 50% of the total order value may be applied. No refund will be issued if cancellation occurs less than 2 hours before the scheduled time.

To cancel an order, please contact us as soon as possible at [email protected] with your order number and the reason for cancellation.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Dewey's Pizza provides a formal dispute resolution process as follows:

1. Step 1 – Internal Escalation: Contact us at [email protected] and request that your case be escalated to a senior manager. Please reference your original refund request number in your communication. We will respond within 3 business days with a final internal review decision.
2. Step 2 – Informal Negotiation: If the internal escalation does not resolve your concern, we encourage open communication and good-faith negotiation. Both parties agree to attempt to resolve the dispute informally before pursuing formal legal remedies.
3. Step 3 – Consumer Protection Resources: Customers who believe their consumer rights have been violated may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or with their applicable State Attorney General's Office. Customers in California may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) if applicable.
4. Step 4 – Chargeback: Customers retain the right to contact their credit card issuer or bank to initiate a chargeback if they believe a charge was unauthorized or fraudulent. However, we ask that customers make a genuine effort to resolve the matter with us first.
5. Step 5 – Legal Action: Any legal disputes that cannot be resolved through the above steps shall be governed by the laws of the United States and the applicable state in which Dewey's Pizza operates. The parties agree to submit to the jurisdiction of the competent courts in that state.

11. Chargebacks and Fraudulent Claims

Dewey's Pizza takes fraudulent claims seriously. If a customer initiates a chargeback with their bank without first contacting us or in cases where a refund was already issued, we reserve the right to:

• Dispute the chargeback with documented evidence of delivery and order fulfillment.
• Suspend or permanently terminate the customer's account.
• Decline future orders from that customer.
• Pursue legal remedies if warranted under applicable law, including the FTC Act and relevant state consumer fraud statutes.

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage customers to review this policy periodically before placing orders. Continued use of our website and ordering services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer service team using the information below. We are committed to responding to all inquiries in a timely and professional manner.