Refund Policy

At Pizzana, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. Please read this Refund Policy carefully to understand your rights and the procedures in place when requesting a refund, exchange, or cancellation.

This policy applies to all orders placed through our website pizzana-cafe.rest, by phone, or in-person at our location. By placing an order with Pizzana, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

Pizzana strives to prepare every order with care and quality ingredients. However, we recognize that issues can arise. You may be eligible for a full or partial refund under the following conditions:

• Your order was incorrect — meaning items delivered or prepared did not match what you ordered.
• Your order contained a foreign object or presented a food safety concern.
• Your food was significantly undercooked or overcooked in a way that made it inedible.
• You received an order that was substantially different from the menu description in terms of ingredients or size.
• Your delivery order never arrived after confirmation of dispatch.
• You experienced a duplicate charge or billing error on your account.
• Your order was confirmed but never prepared or fulfilled by our team.

Refunds are evaluated on a case-by-case basis. Pizzana reserves the right to request photographic evidence or other documentation before approving a refund claim.

2. Timeframes for Refund Requests

To ensure your refund request is processed efficiently, all claims must be submitted within the following timeframes:

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issue is identified.

3. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and circumstances are not eligible for refunds:

• Consumed orders: Food that has been substantially consumed (more than half eaten) is not eligible for a refund unless a verifiable quality or safety issue is documented.
• Change of mind: If you simply change your mind after placing an order that has already been prepared, a refund will not be issued.
• Customized orders: Orders with specific customizations requested by the customer (e.g., special toppings, allergen accommodations) that were correctly fulfilled are non-refundable.
• Promotional or discounted items: Items purchased using promotional codes, special discounts, or as part of a limited-time deal are non-refundable unless a legitimate quality issue is confirmed.
• Delivery fees: Delivery fees are generally non-refundable unless the non-delivery was caused by an error on our part.
• Gratuity and service charges: Any gratuity or service charges added at checkout are non-refundable.
• Digital gift cards: Once issued or redeemed, digital gift card purchases are non-refundable.

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

Submitting a refund request with Pizzana is straightforward. Please follow the steps below to ensure your claim is processed as quickly as possible:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. Contact us via email at [email protected] or visit our website at pizzana-cafe.rest.
2. Step 2 — Provide Your Order Details: Include the following information in your request:
   • Full name used for the order
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Payment method used
3. Step 3 — Submit Supporting Evidence: Where applicable, attach clear photographs of the item(s) in question. For billing errors, include a screenshot or copy of your bank/card statement showing the charge.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions to properly assess your claim.
5. Step 5 — Refund Decision: After reviewing your claim, we will notify you of our decision via email. If approved, the refund will be processed according to the timelines outlined below.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to appear in your account depends on your payment method:

Please note that Pizzana is not responsible for delays caused by your financial institution or payment processor. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer directly. You may also reach us at [email protected] for assistance.

6. Partial Refunds

In certain situations, Pizzana may offer a partial refund rather than a full refund. Partial refunds may be issued under the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory while the remainder was delivered correctly.
• The food quality issue affected only one or a few items in a larger multi-item order.
• A promotional discount or coupon was applied to the order, and the refund will reflect the actual amount paid for the affected item(s).
• The customer partially consumed the order before identifying an issue, and the remaining unconsumed portion is being assessed.
• An order modification requested after placement resulted in a price difference.

Partial refund amounts will be calculated based on the proportional value of the affected item(s) as reflected on your original order receipt.

7. Exchange Policy

Due to the perishable nature of food products, Pizzana does not offer traditional product exchanges. However, we are committed to making your experience right through the following remedies:

• Order Replacement: If your order was incorrect or a quality issue is confirmed, we may offer to re-prepare and deliver or make available the correct item(s) at no additional charge, subject to operational availability and timing.
• Store Credit: In lieu of a cash refund, we may offer store credit of equivalent value that can be applied toward a future order. Store credit is valid for 90 days from the date of issuance.
• Menu Substitution: If a specific menu item is unavailable, we will contact you prior to preparation to offer a suitable alternative of equal value.

Replacements and exchanges are subject to restaurant operating hours and ingredient availability. We reserve the right to determine the most appropriate remedy based on the nature of the issue.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made before food preparation has begun.
• Once preparation has started, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] or by visiting pizzana-cafe.rest.

8.2 Delivery Orders

• Delivery orders may be cancelled only if the request is submitted before the order has been handed off to the delivery driver.
• Once an order is out for delivery, it cannot be cancelled.

8.3 Catering and Large Group Orders

• Catering or large group orders (typically 10 or more people) require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made within 24–48 hours of the scheduled order time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made within less than 24 hours may result in forfeiture of any deposit paid.

9. Dispute Resolution Process

Pizzana is dedicated to resolving any concerns fairly and efficiently. If you are unsatisfied with the outcome of your refund request, the following dispute resolution process applies:

1. Internal Escalation: If your initial refund request was denied or you believe the resolution was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original claim details and the reason for your escalation.
2. Management Review: A senior member of our team will review your case within 5 business days and provide a final decision in writing.
3. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection office. Customers located in California may also reference their rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
4. Chargeback Rights: You retain the right to initiate a chargeback through your credit card issuer or payment provider if you believe a charge was unauthorized or fraudulent. However, we encourage customers to work directly with Pizzana before initiating a chargeback, as we are committed to finding an amicable resolution.

10. Applicable Law and Consumer Rights

This Refund Policy is governed by the laws of the United States of America. Depending on the state in which you are located, you may have additional consumer protection rights. Pizzana complies with all applicable federal and state consumer protection regulations, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

Customers in California are entitled to additional rights under the California Consumer Protection Act and related statutes. Nothing in this policy is intended to limit or waive any rights you may have under applicable law.

11. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Us

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