Refund Policy

Effective Date: May 13, 2026 | Last Updated: May 13, 2026

1. Introduction

This Refund Policy ("Policy") governs all refund, return, exchange, and cancellation requests made to Pizzana ("we," "us," "our," or "the Company"), operated through our website at pizzana-meal.click and any associated ordering platforms. By placing an order with Pizzana, you agree to the terms outlined in this Policy.

As a food service business operating in the United States, we adhere to applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations. Our goal is to ensure every customer has a positive experience with our products and services.

If you have any questions or concerns about this Policy, please contact us directly using the information provided at the end of this document before initiating any dispute with your payment provider.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances. To be eligible for a refund, your situation must meet one or more of the criteria listed below:

• Incorrect Order: You received items that were different from what you ordered, including wrong toppings, wrong size, wrong crust type, or entirely wrong food items.
• 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 inedible, severely undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of delivery or pickup.
• Food Safety Concerns: You discovered foreign objects, allergens not disclosed in the product description, or contamination in your order.
• Delivery Not Received: Your order was marked as delivered but was not received, and reasonable investigation confirms the non-delivery.
• Significant Delivery Delays: Your order arrived more than 60 minutes later than the estimated delivery time, resulting in the food being cold, stale, or otherwise unsatisfactory.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Cancelled by Pizzana: We cancelled your order for any reason on our end, including inability to fulfill the order.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes specified below. Requests submitted outside these windows may not be honored, except in extraordinary circumstances at our sole discretion.

We strongly encourage you to inspect your order immediately upon receipt and contact us right away if there is any problem. Delays in reporting issues may affect your eligibility for a refund, as food quality claims become increasingly difficult to verify over time.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that have been prepared and/or delivered where there is no quality, safety, or accuracy issue are not eligible for refunds based solely on a change of preference.
• Incorrect Delivery Address: If you provided an incorrect or incomplete delivery address and the order was delivered to that address, no refund will be issued.
• Customization Errors Made by the Customer: If you made an error when customizing your order (e.g., selected wrong toppings, wrong size) and the order was prepared according to your specifications, a refund will not be issued.
• Uneaten or Partially Consumed Food: Claims for refunds on food that has been substantially eaten will not be honored unless a genuine food safety or quality concern is documented.
• Promotional or Discounted Items: Items purchased at a significant discount or as part of a promotional deal may not be eligible for a full refund but may qualify for a partial refund or store credit.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all or was cancelled by Pizzana.
• Service or Platform Fees: Third-party platform or processing fees charged by external services are non-refundable by Pizzana.
• Orders with Specials or Limited-Time Offers: Orders placed using limited-time promotional codes may be subject to different refund terms disclosed at the time of the promotion.

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

To request a refund from Pizzana, please follow these steps carefully:

1. Step 1 – Gather Your Information: Before contacting us, collect your order confirmation number, the email address used to place the order, the date and time of the order, a description of the issue, and any supporting photographs if applicable (especially for food quality or safety concerns).
2. Step 2 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: pizzana-meal.click
3. Step 3 – Describe Your Issue Clearly: In your message or call, clearly explain what went wrong with your order. Be as specific as possible. If you are sending an email, attach any photographs or screenshots that support your claim.
4. Step 4 – Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may ask you follow-up questions or request additional documentation to process your request.
5. Step 5 – Refund Decision: Once we have reviewed your request and any supporting documentation, we will notify you of our decision via email. If your refund is approved, we will initiate the refund to your original payment method or issue store credit, depending on the situation and your preference.
6. Step 6 – Receive Your Refund: Refunds will be processed according to the timelines listed in Section 6 below, depending on your original payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that these timelines represent the period after Pizzana initiates the refund. Your bank or payment provider may have additional processing times that are beyond our control. If you have not received your refund after 10 business days, please contact us and also check with your bank or payment provider.

7. Partial Refunds

In some 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 the order were incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• The food quality issue was minor and did not make the entire order inedible (e.g., one topping was missing from a multi-topping pizza).
• The delivery was significantly late, but the food was still of acceptable quality upon arrival.
• A promotional discount applied to the order affects the refundable amount.
• The customer consumed a portion of the order before discovering a quality issue.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable non-refundable fees. Our customer service team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Because Pizzana is a food service business, traditional product exchanges are not applicable in the same way as non-perishable goods. However, we offer the following resolution options in lieu of an exchange:

• Re-Delivery: If your order was incorrect or significantly below quality standards, we may offer to prepare and deliver the correct order at no additional charge. This option is subject to availability and operating hours.
• Store Credit: In some cases, rather than a monetary refund, we may offer store credit equivalent to the value of the affected items, which can be used on a future order.
• Replacement Items for Pickup: If you are able to come in, we may offer to replace the incorrect or unsatisfactory items for pickup at our location.

Exchange or replacement options will be offered at our discretion and subject to ingredient and product availability. We will always try to offer the most practical and satisfying resolution for our customers.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Cancellations Before Food 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 cancel the order and issue a full refund to your original payment method. Cancellations at this stage are fully eligible for a refund without any penalty.

9.2 Cancellations After Food Preparation Has Begun

Once your order has entered the preparation phase, it is generally not possible to cancel the order as the food is being freshly made. In this case:

• We may not be able to issue a full refund.
• At our discretion, we may offer a partial refund or store credit.
• Each situation will be evaluated individually by our customer service team.

9.3 Cancellations After Dispatch (Delivery Orders)

Once an order has been dispatched for delivery, cancellation is not possible. If there is an issue with the order upon delivery, please refer to our refund eligibility conditions in Section 2.

9.4 Cancellations Initiated by Pizzana

In rare circumstances, we may need to cancel your order due to ingredient unavailability, staffing issues, technical errors, or unforeseen circumstances. In such cases, you will receive a full refund automatically within 3–5 business days, and we will notify you promptly via email or phone.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to escalate the matter through the following process before initiating a chargeback or third-party dispute:

1. Step 1 – Internal Escalation: Contact us again at [email protected] and request that your case be reviewed by a senior member of our team. Provide your original case or ticket number if one was issued.
2. Step 2 – Provide Additional Evidence: If you have additional documentation, photographs, or information that supports your claim, please include it in your escalation request. New evidence may result in a different decision.
3. Step 3 – Await Response: We will respond to escalated complaints within 3 business days with a final decision and explanation.
4. Step 4 – External Dispute Options: If you remain unsatisfied after exhausting our internal process, you may file a complaint with:
   • The Federal Trade Commission (FTC) at reportfraud.ftc.gov
   • Your state's Attorney General consumer protection office
   • Your credit card issuer or bank to initiate a chargeback (note: chargebacks initiated without first contacting us may be contested)
   • The Better Business Bureau (BBB) at www.bbb.org

11. Special Circumstances

We recognize that some situations fall outside standard parameters. The following special circumstances will be handled with additional care and flexibility:

• Allergen Incidents: If you or someone experienced an allergic reaction due to an undisclosed or mislabeled ingredient, please contact us immediately. These cases are treated with the highest priority and may be subject to additional investigation. Please also seek medical attention if needed and retain any documentation.
• Food Safety Incidents: Any report of illness or food poisoning allegedly linked to our products will be investigated immediately in cooperation with local health authorities if required. Full refunds and additional accommodations will be considered in verified cases.
• Catering or Large Orders: Refund terms for catering orders or large group orders may differ from standard orders. Please contact us prior to placing a large order to understand the specific refund and cancellation terms that apply.

12. Amendments to This Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website at pizzana-meal.click. The "Last Updated" date at the top of this page will reflect the most recent revision. 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, questions, or concerns regarding this Policy, please contact us using the information below:

We value your trust and your business. At Pizzana, we are committed to providing high-quality food and exceptional customer service. If something goes wrong, we want to make it right. Thank you for giving us the opportunity to resolve any issues you may experience.