Refund Policy

At Punch pizza, we're committed to delivering exceptional food experiences that leave you completely satisfied. We understand that sometimes things don't go as expected, and we want to make things right when they don't!

This refund policy outlines the terms and conditions under which refunds are processed. We've designed these policies to be fair, transparent, and customer-friendly while ensuring the sustainability of our business operations.

Effective Date: This policy is effective as of January 1, 2026, and applies to all purchases made through our website, mobile app, or physical locations.

To be eligible for a refund, your request must meet the following criteria:

• Timeframe: Refund requests must be made within 24 hours of order completion for delivery/pickup orders, or before leaving our premises for dine-in orders
• Proof of Purchase: Valid receipt, order confirmation email, or order number must be provided
• Product Condition: Food items must be substantially uneaten (more than 75% remaining) unless the issue is quality-related
• Valid Reason: Legitimate concerns such as food quality issues, incorrect orders, or service problems
• Communication: Contact our customer service team before disposing of the food items in question
• Documentation: Photos may be required for quality-related issues to help us improve our service

While we strive to accommodate our customers, certain items and services cannot be refunded:

Food Items:

• Custom or personalized pizzas that were made to your specifications
• Food items that have been substantially consumed (less than 25% remaining)
• Items returned more than 24 hours after order completion
• Food items without valid proof of purchase

Services & Digital Items:

• Delivery fees (unless delivery was significantly delayed beyond estimated time)
• Gift cards and promotional credits (subject to separate terms)
• Third-party delivery service fees (Uber Eats, DoorDash, etc.)
• Catering deposits (see our separate catering policy)

Special Circumstances:

• Orders cancelled less than 30 minutes before scheduled pickup/delivery time
• No-shows for scheduled pickups (after 30-minute grace period)
• Items refused due to dietary preferences not communicated at time of order

Getting a refund is easy! Just follow these simple steps:

1. Contact Us Immediately Call us at +1 407-593-4422 or email [email protected] as soon as you identify an issue with your order.
2. Provide Order Details Have your receipt, order number, or order confirmation email ready. Include your contact information and describe the issue clearly.
3. Document the Issue If the issue is food quality-related, take clear photos of the items before disposal. This helps us improve our processes.
4. Speak with Our Team Our customer service representative will review your case and determine the best solution - whether that's a refund, replacement, or store credit.
5. Receive Confirmation You'll receive email confirmation of your refund approval along with expected processing timeframes.
6. Track Your Refund Monitor your payment method for the refund credit, which typically appears within 3-7 business days.

We process refunds using the following methods and timeframes:

Original Payment Method:

• Credit/Debit Cards: 3-7 business days (may take longer depending on your bank)
• PayPal: 1-3 business days
• Apple Pay/Google Pay: 1-3 business days
• Cash Payments: Immediate cash refund or store credit at your preference

Alternative Refund Options:

• Store Credit: Instant credit applied to your account, never expires
• Gift Card: Physical or digital gift card issued within 24 hours
• Account Balance: Credit applied to your online account for future orders

Processing Timeline:

• Refund approval: Within 2 hours during business hours
• Refund initiation: Within 24 hours of approval
• Bank/card processing: 3-7 business days (varies by institution)
• Store credit: Immediate upon approval

Sometimes an exchange might be better than a refund! Here's when we recommend each option:

When We Recommend Exchanges:

• Wrong order received - we'll make the correct order immediately
• Food quality issues - we'll remake your order with extra care
• Size or customization errors - we'll prepare the right version
• Temperature issues - we'll provide a fresh, hot replacement

Exchange Benefits:

• Faster resolution - no waiting for refund processing
• Priority preparation for replacement orders
• Additional quality control to ensure satisfaction
• Complimentary upgrade options when available

When Refunds Are Better:

• You've lost appetite due to the initial experience
• Dietary restrictions weren't properly accommodated
• Multiple issues with the same order
• You need to leave and can't wait for a replacement

We take extra care in preparing and packaging your food, but sometimes issues can occur during transport or preparation. Here's how we handle these situations:

What Qualifies as Damaged/Defective:

• Food arrived cold when it should have been hot
• Packaging was compromised during delivery
• Items were spilled, crushed, or otherwise physically damaged
• Food appears undercooked, overcooked, or burnt
• Foreign objects found in food
• Signs of spoilage or unusual odors/appearance

Immediate Actions to Take:

• Stop consuming the affected items immediately
• Take clear photos of the issue for documentation
• Preserve the items and packaging if possible
• Contact us immediately at +1 407-593-4422
• Provide order details and describe the issue clearly

Our Response:

• Priority handling: Damaged item cases get immediate attention
• Full refund: No questions asked for genuine quality issues
• Replacement option: Fresh order prepared with extra quality checks
• Compensation: Additional credits or vouchers for the inconvenience
• Investigation: We'll investigate to prevent future occurrences

Need help with a refund? We're here for you! Here are all the ways to reach our customer support team:

Best Ways to Contact Us:

• For Urgent Issues: Call +1 407-593-4422 during business hours for immediate assistance
• For Non-Urgent Requests: Email [email protected] with your order details
• For Documentation: Email allows you to easily attach photos and order confirmations
• For Follow-up: We'll primarily communicate via email for record-keeping

Information to Have Ready:

• Order number or receipt
• Date and time of order
• Items you're requesting refunds for
• Description of the issue
• Your contact information
• Photos of the issue (if applicable)

Still Have Questions? Don't hesitate to reach out! We're always happy to clarify our policies and help you understand your options. Your satisfaction is our success, and we want to make sure you feel confident about dining with us.