Refund Policy

At Pizza Factory, customer satisfaction is at the heart of everything we do. We take pride in delivering fresh, high-quality food with every order. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing your order.

By placing an order through our website factorypizza.rest or any of our affiliated ordering channels, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Our Commitment to Quality

Pizza Factory is committed to providing every customer with freshly prepared food that meets our high standards. We understand that issues can occasionally arise, and we are dedicated to resolving them promptly and fairly. This policy is designed to ensure transparency and to protect both our customers and our business.

If you are not satisfied with your order for any reason covered under this policy, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

A refund or credit may be issued under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Damaged or Tampered Food: The packaging was clearly damaged or showed signs of tampering upon receipt.
• Significant Delivery Delays: Your order arrived significantly later than the estimated delivery time and the food quality was negatively impacted as a result.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Order: Payment was processed but no order was received or confirmed by our system.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact Pizza Factory within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly recommend contacting us as soon as you notice any issue with your order.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food has been prepared.
• Orders that were customized at the customer's specific request (e.g., special toppings, dietary modifications) and were prepared correctly as specified.
• Dissatisfaction based solely on personal taste preferences, provided the food was prepared correctly and per the order specifications.
• Delivery fees, service fees, or third-party platform fees (these may be subject to the respective third party's own refund policies).
• Promotional items, complimentary add-ons, or items received as part of a deal or discount that were not part of the core paid order.
• Refund requests submitted after the applicable timeframes specified in Section 3.
• Orders placed in error by the customer (wrong address, wrong item selected) where the order was fulfilled correctly.
• Partially consumed orders where the complaint does not relate to the consumed portion.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A description of the issue
   • Photographic evidence (if applicable — highly recommended for quality or packaging issues)
2. Contact Us: Reach out to Pizza Factory using one of the following methods:
   • Email: [email protected]
   • Website: factorypizza.rest
3. Submit Your Request: Provide all relevant details, including your order number, description of the issue, and any supporting photos or documentation. The more detail you provide, the faster we can process your request.
4. Await Confirmation: Our customer service team will acknowledge your request within 1 business day and begin reviewing your case.
5. Review and Decision: Our team will evaluate your request and may follow up to request additional information. We aim to make a determination within 2–3 business days of receiving your complete refund request.
6. Refund Issuance: If your refund is approved, we will process it according to the timeframes outlined in Section 7 of this policy.

6. Cancellation Policy

Because our food is prepared fresh to order, cancellation requests are time-sensitive. Please review the following cancellation guidelines:

6.1 Cancellations Before Order Preparation Begins

If you need to cancel your order, please contact us immediately. If your order has not yet entered the preparation stage, we will do our best to cancel it and provide a full refund.

6.2 Cancellations After Order Preparation Has Begun

Once your order has entered the preparation stage, we are generally unable to cancel it, as food preparation involves perishable ingredients and dedicated labor. In such cases, a refund may not be available unless the order meets one of the eligibility conditions described in Section 2.

6.3 Cancellations Due to Our Error

If Pizza Factory cancels your order due to reasons on our end (e.g., ingredient unavailability, technical issues, inability to fulfill the delivery), you will receive a full refund to your original payment method.

6.4 Scheduled or Pre-Orders

If you placed a scheduled or pre-order, you may cancel it up to 60 minutes before the scheduled delivery or pickup time without any penalty. Cancellations requested within 60 minutes of the scheduled time may be subject to a partial charge to cover preparation costs already incurred.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. Pizza Factory is not responsible for any delays caused by banks or third-party payment processors.

8. Partial Refunds

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

• Only some items in your order were incorrect or missing (refund applies to the affected items only).
• A portion of the food was consumed before the quality issue was identified (refund applies to the unconsumed portion where applicable).
• The issue relates to a minor preparation error that did not significantly impact the overall meal experience.
• Delivery was delayed but the food was ultimately delivered and was still in acceptable condition.
• A promotional discount was applied to the order (refund may reflect the actual amount paid rather than the full menu price).

The amount of a partial refund will be determined at the sole discretion of Pizza Factory, taking into account the nature and severity of the issue, the value of the affected items, and any relevant circumstances.

9. Exchange Policy

Given the perishable nature of food products, traditional exchanges are not possible in the same way as non-food retail items. However, we offer the following alternatives where appropriate:

• Replacement Order: If your food was incorrect or of unacceptable quality, we may offer to prepare and deliver a replacement at no additional charge, subject to operational availability and your location.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order at Pizza Factory.
• Complimentary Items: In some cases, we may offer complimentary items with your next order as a goodwill gesture.

The type of remedy offered will depend on the nature of the issue, availability, and the preference of the customer. Our team will work with you to find the most satisfactory resolution.

10. Dispute Resolution Process

We hope to resolve all refund-related concerns directly and amicably. However, if you are not satisfied with the outcome of your refund request, the following process applies:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to a senior member of our customer service team. Please email [email protected] with the subject line "Escalation Request" and include your original case details. We will respond within 3 business days.

10.2 Chargeback Rights

As a customer, you retain the right to dispute a charge with your bank or credit card provider in accordance with applicable laws and your card agreement. However, we encourage you to contact us first, as we are committed to resolving issues fairly and efficiently without the need for a formal chargeback process.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Your State Attorney General's Office — for state-level consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any disputes arising from this policy that cannot be resolved informally shall be subject to the jurisdiction of the applicable courts in the United States.

11. Third-Party Ordering Platforms

If your order was placed through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, Grubhub, or similar services), refund eligibility and processing may be subject to that platform's own policies in addition to ours. In such cases:

• We recommend first contacting the third-party platform for issues related to delivery, platform charges, or service fees.
• For issues directly related to food quality or accuracy, please contact Pizza Factory directly at [email protected].
• Pizza Factory is not responsible for refunds, fees, or service issues managed exclusively by third-party platforms.

12. Modifications to This Policy

Pizza Factory reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at factorypizza.rest. 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 all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer service team is ready to assist you.