Refund Policy

At Pizzana, customer satisfaction is our top priority. We understand that sometimes things do not go as expected, and we are committed to resolving any issues fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges for orders placed through our website at pizzana-piz.click.

This policy applies to all purchases and orders made through our website, by phone, or through any affiliated ordering platform associated with Pizzana. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to You

Pizzana takes pride in delivering high-quality food products and excellent service. We strive to ensure that every order meets our quality standards. However, we recognize that mistakes can happen — whether it is an incorrect order, a quality issue, or a delivery problem. In such cases, we want to make things right.

This policy is designed to be fair and transparent. We encourage you to contact us as soon as possible if you experience any issue with your order. Our customer service team is ready to assist you and find the best possible resolution.

2. Eligibility Conditions for Refunds

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

• You received the wrong item(s) compared to what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., food was severely damaged, spoiled, or unsafe to consume upon delivery).
• Your order was significantly delayed beyond the estimated delivery time and you no longer required the items.
• Items were missing from your order upon delivery.
• You were charged incorrectly or charged more than the stated price at checkout.
• Your order was never delivered and no proof of delivery was provided.
• A technical error on our website or payment platform resulted in a duplicate charge.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the timeframes outlined below:

Refund requests submitted outside of these timeframes may not be honored. Due to the perishable nature of food products, we are unable to process refund requests for food quality issues reported after a significant delay.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or largely consumed prior to reporting an issue.
• Customer-error orders (e.g., incorrect address provided, wrong item selected by the customer).
• Orders where delivery was refused by the customer without a valid reason.
• Dissatisfaction based on personal taste preferences when the order was prepared correctly as specified.
• Promotional, discounted, or complimentary items provided free of charge.
• Delivery fees in cases where the delivery was successfully completed.
• Service charges and platform fees, unless the order was never fulfilled.
• Orders that were picked up in-store and consumed off-premises with no documented quality issue at the time of pickup.
• Gift cards, vouchers, or store credits already redeemed.

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

Requesting a refund from Pizzana is a straightforward process. Please follow the steps below to submit your request:

1. Step 1 — Document the Issue: Take clear photographs of the item(s) in question, including any packaging, missing items, or quality concerns. This documentation will help us assess your claim more efficiently.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt, which contains your order number, order date, and itemized details. You will need this information to submit your request.
3. Step 3 — Contact Us: Reach out to our customer service team via email at [email protected] or visit our website at pizzana-piz.click. Please include the following in your message:
   • Your full name
   • Your order number
   • A description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review and Assessment: Our team will review your request within 1–2 business days. We may contact you for additional information or clarification if needed.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution, whether that is a full refund, partial refund, replacement order, or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds may vary depending on your payment method:

Please note that while we initiate refunds promptly upon approval, the actual timing of when the funds appear in your account is determined by your financial institution or payment provider and may vary.

7. Partial Refunds

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

• Only some items in your order were incorrect or missing, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of your order.
• You have already partially consumed the order and are reporting an issue with the remaining portion.
• A discount, coupon, or promotional credit was applied to the original order — the refund will reflect the actual amount paid after the discount.
• Delivery was completed but was significantly late, in which case we may refund the delivery fee only.

The amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food items, direct exchanges are not always possible. However, we do offer the following alternatives when an exchange is warranted:

• Replacement Order: If you received the wrong item or an item that was damaged in transit, we may offer to send a replacement order at no additional charge, subject to availability and delivery feasibility.
• Store Credit: In lieu of a cash refund or replacement, you may opt to receive store credit equivalent to the value of the affected item(s), which can be applied to a future order on pizzana-piz.click.
• Menu Substitution: For in-store or pickup orders, we may offer a same-value menu item as a substitute at the time of your visit, subject to availability.

Exchange requests must be made within the same reporting timeframes as refund requests. We reserve the right to limit exchanges on a per-customer or per-order basis to prevent abuse of this policy.

9. Cancellation Policy

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

9.1 Online and Phone Orders

You may cancel your order within 5 minutes of placing it, provided that food preparation has not yet begun. Due to the fast-paced nature of our kitchen operations, orders typically enter preparation shortly after being placed. We strongly encourage you to contact us immediately if you need to cancel.

9.2 Orders Already in Preparation

Once your order has entered the preparation stage, we are unable to guarantee a full cancellation. In such cases:

• If the order has not yet been dispatched for delivery, we may be able to cancel it, but a cancellation fee of up to 50% of the order value may apply to cover preparation costs.
• If the order has already been dispatched, cancellation is no longer possible, and no refund will be issued.

9.3 Pre-Orders and Scheduled Orders

Pre-orders and scheduled future orders may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund. Cancellations made less than 2 hours before the scheduled time may result in a partial refund or store credit only.

9.4 Catering and Bulk Orders

For catering and bulk orders, cancellations must be made at least 48 hours in advance of the scheduled service date to receive a full refund. Cancellations made within 48 hours of the service date may be subject to a cancellation fee of up to 75% of the total order value.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizzana provides a structured dispute resolution process to ensure that all concerns are addressed fairly and in accordance with applicable consumer protection laws in the United States, including protections under the Federal Trade Commission (FTC) Act.

10.1 Internal Review

If you disagree with our initial decision, you may request an internal review by emailing [email protected] with the subject line: "Refund Dispute — [Your Order Number]". Please include a detailed explanation of your concerns and any additional supporting documentation. Our management team will review your case within 3–5 business days and provide a written response.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card company or bank if you believe you have been charged incorrectly and we have been unable to resolve the issue to your satisfaction. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as chargebacks can delay the resolution process.

10.3 Consumer Protection Resources

As a United States-based business, Pizzana operates in compliance with applicable federal and state consumer protection regulations. If you believe your consumer rights have been violated, you may contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General consumer protection office

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Pizzana operates. Any unresolved disputes may be submitted to binding arbitration in accordance with applicable law, unless otherwise prohibited.

11. Fraudulent Claims

Pizzana takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or fraudulent refund requests may have their account suspended, be barred from future orders, and may be subject to legal action. We reserve the right to decline refund requests that we reasonably believe to be made in bad faith.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page 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

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please do not hesitate to contact our customer service team using the information below:

Our customer service team is available to assist you. We aim to respond to all inquiries within 1–2 business days. For urgent matters related to a recent order, please include your order number and a brief description of the issue in your message to help us assist you more quickly.