Refund Policy

At Pizza Factory, 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 our obligations when it comes to refunds, exchanges, cancellations, and dispute resolution.

This policy applies to all orders placed through our website factory-pizza.rest, over the phone, or in person at our location. By placing an order with Pizza Factory, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

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

• Wrong Order Delivered: You received items that do not match what you ordered (e.g., wrong toppings, wrong size, or wrong items entirely).
• Significantly Poor Quality: The food delivered or served was of unacceptable quality — for example, pizza that was severely undercooked, overcooked, or otherwise inedible due to a preparation error on our part.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy or dietary restriction at the time of ordering and we failed to accommodate it, resulting in a health issue, you may be eligible for a full refund and additional remedies.
• Order Never Received: For delivery orders, if your food was never delivered and our records confirm a delivery failure, you are eligible for a full refund or re-order at no charge.
• Significant Delay: If your delivery or pickup order is delayed beyond a reasonable timeframe (more than 45 minutes beyond the estimated time provided) and the quality of the food has been substantially affected as a result.

2. Timeframes for Refund Requests

To ensure we can investigate and resolve your concern effectively, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored, as the perishable nature of food makes it difficult for us to verify claims after significant time has passed. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is an issue.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Incorrect Order Information Provided by Customer: If you provided incorrect delivery address, incorrect customization preferences, or other inaccurate order details, we are not responsible for the resulting issues.
• Consumed Orders: Orders that have been substantially consumed (more than 50% eaten) are not eligible for a refund unless there is a documented quality or safety concern.
• Promotional and Discounted Items: Items purchased using special promotions, discount codes, or vouchers are not eligible for cash refunds unless the issue is a result of our error. Store credit may be offered at our discretion.
• Delivery Fees: Delivery fees are generally non-refundable unless the refund is due to a complete delivery failure on our part.
• Gift Cards and Vouchers: Purchased gift cards and vouchers are non-refundable and non-exchangeable for cash.
• Minor Variations: Slight differences in appearance, portion size within acceptable margins, or minor presentation issues that do not affect quality or taste are not grounds for a refund.

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

Requesting a refund from Pizza Factory is straightforward. Please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to us as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: factory-pizza.rest
2. Step 2 — Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of ordering (online, phone, in-person)
   • Description of the issue
3. Step 3 — Submit Evidence (if applicable): For quality-related issues, please provide clear photographs of the item(s) in question. This helps us investigate your claim quickly and accurately.
4. Step 4 — Review and Response: Our customer service team will review your request and respond within 1–2 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your claim is approved, we will offer one of the following resolutions depending on the nature of the issue:
   • Full refund to your original payment method
   • Partial refund
   • Store credit or a complimentary re-order

5. 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 the original payment method used:

6. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only some items in your order had an issue, while others were satisfactory.
• The food quality issue was minor rather than severe and the order was largely consumed.
• The delivery was significantly delayed but the food was still received and consumed.
• A promotion or discount was applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected item(s).
• The customer is partially responsible for the issue (e.g., incorrect customization request or unclear instructions).

The amount of a partial refund will be determined at our discretion based on the specific circumstances of each case. We aim to be fair and transparent in all our decisions.

7. Exchange Policy

Due to the perishable nature of food products, direct item exchanges (i.e., returning food and getting a new item in its place) are handled as follows:

• Wrong Item Delivered: If you received the wrong item, we will prepare and deliver or make available the correct item at no additional cost. In some cases, you may keep the incorrect item as well.
• Defective or Inedible Food: If the food is inedible due to our preparation error, we will offer to remake your order or provide a refund — whichever you prefer.
• Customer Preference: We do not offer exchanges based solely on personal taste preference after the food has been prepared. Please ensure your order is accurate before confirming it.

All exchange decisions are made at the discretion of Pizza Factory management. We strive to find the most satisfactory resolution in every situation.

8. Cancellation Policy

We begin preparing your food shortly after you place your order to ensure freshness and timely delivery. As such, our cancellation window is limited:

8.1 Online and Phone Orders

• You may cancel your order within 5 minutes of placing it without any charge.
• After 5 minutes, your order will likely already be in preparation and we may not be able to cancel it.
• If cancellation is requested after food preparation has begun, a partial or no refund may be issued depending on the stage of preparation.

8.2 Pre-Scheduled / Future Orders

• Orders scheduled in advance can be cancelled free of charge up to 1 hour before the scheduled delivery or pickup time.
• Cancellations made within 1 hour of the scheduled time may result in a partial refund or store credit.

8.3 Catering and Large Group Orders

• Cancellations for catering or large group orders must be made at least 24 hours in advance for a full refund.
• Cancellations made less than 24 hours before a catering event may be subject to a cancellation fee of up to 50% of the total order value.
• No refunds will be issued for cancellations made less than 2 hours before a scheduled catering delivery or event.

9. Dispute Resolution Process

Pizza Factory is committed to resolving all customer concerns fairly, promptly, and professionally. If you are not satisfied with our initial response to your refund or complaint, please follow the escalation process below:

9.1 Internal Resolution

Start by contacting our customer service team at [email protected]. Provide all relevant details and any supporting documentation. We will aim to resolve your complaint within 3–5 business days.

9.2 Escalation to Management

If you are not satisfied with the resolution offered by our customer service team, you may request that your case be escalated to our management team. Please indicate in your email that you are requesting an escalation, and a manager will review your case within an additional 3–5 business days.

9.3 External Dispute Resolution

If we are unable to resolve your dispute internally, you have the right to seek external remedies under applicable United States consumer protection laws, including:

• The Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov for consumer protection issues.
• Your State Attorney General's Office: Most states have a consumer protection division that can assist with unresolved disputes.
• Better Business Bureau (BBB): You may file a complaint at www.bbb.org.
• Your Credit Card Issuer: If you paid by credit card, you may have the right to initiate a chargeback through your card issuer. Please review your cardholder agreement for details.

We encourage customers to always attempt to resolve disputes with us directly first, as we genuinely want to make things right and value your feedback.

10. Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other food delivery service, please note the following:

• Refund and dispute policies for those orders are governed by the respective platform's terms and conditions.
• You should contact the platform's customer support directly for refund assistance on those orders.
• Pizza Factory has limited ability to process refunds for orders placed through third-party platforms, as payment was processed by those platforms.
• We are happy to assist in providing order information or documentation to support your claim with the platform if needed.

11. Consumer Rights Under U.S. Law

This Refund Policy does not limit any rights you may have under applicable federal or state consumer protection laws in the United States. Under the Federal Trade Commission (FTC) Act and various state consumer protection statutes, consumers have certain rights regarding fair dealing, accurate representations, and satisfaction with goods and services purchased. Nothing in this policy is intended to waive or override those rights.

If you believe that any practice of Pizza Factory violates applicable consumer protection laws, you are encouraged to report it to the FTC or your state's consumer protection office in addition to contacting us directly.

12. Policy Updates

Pizza Factory reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at factory-pizza.rest with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us through any of the following channels: