Refund Policy

Effective Date: May 23, 2026 | Last Updated: May 23, 2026

1. Introduction

At Dewey's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food products and delivering an exceptional dining experience to every customer. We understand, however, that situations may arise where an order does not meet your expectations, is incorrect, or experiences a fulfillment issue.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations will be honored. It applies to all orders placed through our website at deweys-food.click, by phone, or in person at any of our locations. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection statutes.

We reserve the right to update this policy at any time. Any changes will be posted on this page with a revised effective date. Continued use of our services following any updates constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong pizza type).
• 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 significantly undercooked, overcooked, spoiled, or otherwise of unacceptable quality at the time of delivery or pickup.
• Foreign Objects: You discovered a foreign object or substance in your food that should not be present.
• Delivery Failure: Your order was paid for but never delivered within a reasonable timeframe, and our delivery team is unable to locate or confirm the delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transactions: A charge was made to your account that you did not authorize or recognize.

To be eligible for a refund, customers must provide sufficient documentation or description of the issue, including photographs where applicable. Refund requests made in bad faith, or for issues caused by customer error (such as providing an incorrect delivery address), may be denied at Dewey's Pizza's sole discretion.

3. Timeframes for Refund Requests

Timely reporting is essential to the refund review process. The following timeframes apply to all refund requests:

Requests submitted outside these windows may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified. Dewey's Pizza cannot guarantee refunds for complaints reported beyond the applicable timeframe.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order, as food preparation typically begins immediately upon order confirmation.
• Customization Errors by Customer: If you selected incorrect toppings, sizes, or customizations during checkout, Dewey's Pizza is not responsible for the resulting product, and no refund will be issued.
• Partial Consumption: Orders that have been substantially consumed (more than half eaten) are not eligible for a full refund, though a partial refund may be considered at our discretion under certain circumstances.
• Promotional and Discount Items: Items purchased using promotional codes, coupons, or deeply discounted offers may be non-refundable or subject to limited refund eligibility.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was caused by an error on the part of Dewey's Pizza or its delivery partners.
• Tips and Gratuities: Any tips or gratuities added at checkout are non-refundable.
• Gift Cards and Store Credit: Purchased gift cards and redeemed store credit are non-refundable and cannot be exchanged for cash.
• Catering and Special Event Orders (after preparation has begun): Large catering orders where preparation has already commenced are non-refundable unless an issue arises with quality or delivery on our end.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs or videos of the food or packaging that demonstrates the problem (e.g., wrong items, quality issues, missing items). This documentation will significantly support your claim.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the items you purchased.
3. Step 3 — Contact Dewey's Pizza: Reach out to our customer support team using one of the methods listed below. Provide a clear description of the issue, your order number, and attach any relevant photographs.
   • Email: [email protected]
   • Website: deweys-food.click
4. Step 4 — Review and Confirmation: A member of our customer support team will review your request within 1–3 business days. We may contact you for additional information or clarification.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution via email. Approved refunds will be processed using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while Dewey's Pizza will process the refund on our end within the stated timeframe, the actual appearance of the credit in your account is subject to your bank's or payment provider's policies and processing schedules. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some cases, a full refund may not be warranted, but a partial refund may be appropriate. Partial refunds may be issued under the following conditions:

• Only certain items in a multi-item order were incorrect or missing (a refund will be issued for those specific items only).
• A food quality issue affected only a portion of the order.
• The order was partially consumed before a quality issue was discovered, and the remaining portion was significantly below standard.
• A promotional discount was applied, and the refund will reflect the actual amount paid rather than the full retail value of the item.
• Delivery was delayed significantly (beyond our quoted delivery window) but the order was ultimately received and accepted by the customer.

Partial refund amounts will be calculated based on the proportional value of the affected items relative to the total order. Dewey's Pizza reserves the right to determine the appropriate refund amount based on the nature and severity of the issue reported.

8. Cancellation Policy

Because Dewey's Pizza begins preparing orders almost immediately after they are placed, cancellation windows are very limited. The following cancellation terms apply:

8.1 Standard Orders (Delivery and Pickup)

You may cancel a standard order for a full refund within 5 minutes of placing it, provided that food preparation has not yet begun. After 5 minutes, cancellations may not be possible, and no refund will be issued for orders already in preparation.

To cancel an order, you must contact us immediately at [email protected] or call the location directly. Cancellation requests sent after preparation has begun will be reviewed on a case-by-case basis, and a partial refund (excluding preparation costs) may be issued at Dewey's Pizza's discretion.

8.2 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation policy applies:

• More than 48 hours before scheduled delivery/pickup: Full refund issued.
• 24–48 hours before scheduled delivery/pickup: 50% refund issued; the remaining 50% will be retained as a preparation and reservation fee.
• Less than 24 hours before scheduled delivery/pickup: No refund will be issued, as ingredients and preparation will have already been committed.

8.3 Pre-Orders and Scheduled Orders

For orders scheduled for a future date or time, cancellations must be made at least 2 hours before the scheduled preparation time to receive a full refund. Cancellations made within 2 hours of the scheduled preparation time are subject to the standard 5-minute cancellation window once preparation begins.

9. Exchange Policy

Dewey's Pizza does not offer traditional product exchanges in the same manner as a retail store. However, in circumstances where an incorrect item was delivered (e.g., wrong pizza type, wrong size, or wrong toppings), we may, at our discretion, offer one of the following remedies:

• Replacement Order: We may prepare and deliver or make available for pickup a corrected replacement item at no additional charge, subject to availability and timing.
• Store Credit: Instead of a monetary refund, we may offer store credit equivalent to the value of the incorrect item, redeemable on a future order.
• Monetary Refund: A full or partial monetary refund may be issued for the incorrect item if a replacement is not feasible or desired by the customer.

The remedy offered will depend on the circumstances of the issue, the time of day, and whether replacement preparation is logistically possible. Customers wishing to request a replacement must do so within the same timeframes outlined in Section 3 of this policy.

10. Third-Party Delivery Platforms

If you placed your Dewey's Pizza order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund policy of that platform may govern your transaction. In such cases:

• You should first contact the third-party platform's customer support to report issues and request a refund.
• Dewey's Pizza is not directly responsible for refunds processed through third-party platforms and cannot guarantee outcomes from those platforms.
• If the third-party platform directs you to contact the restaurant directly, we will do our best to assist you, but refund processing in those cases may be handled jointly.

We recommend reviewing the refund and customer service policies of any third-party platform you use before placing an order.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dewey's Pizza offers the following dispute resolution process:

11.1 Internal Appeal

If you believe your refund request was improperly denied or the resolution offered was inadequate, you may submit a written appeal to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Your appeal should include:

• Your full name and contact information
• Your original order number and date
• A description of the original issue and the resolution provided
• The reason you believe the resolution was inadequate
• Any additional supporting documentation or photographs

Appeals will be reviewed by a senior member of our management team within 5–7 business days. We will communicate the outcome of the appeal via email.

11.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe you were billed incorrectly or did not receive the goods or services you paid for. This is known as a chargeback. While we prefer to resolve disputes directly, we respect your right to pursue this avenue. Please note, however, that initiating a chargeback without first attempting to resolve the issue with us may delay resolution and could affect your ability to place future orders with Dewey's Pizza.

11.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following organizations:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov/complaint
• Your state's Attorney General Consumer Protection Division
• Your local Better Business Bureau (BBB)

12. Governing Law

This Refund Policy is governed by the laws of the United States of America. Any disputes arising under or in connection with this policy shall be subject to applicable federal consumer protection laws, including the FTC Act, as well as the laws of the state in which the relevant transaction occurred. Where applicable, the California Consumer Privacy Act (CCPA/CPRA) and other state-specific consumer protection statutes may also apply.

13. Contact Information

For all refund requests, questions, or concerns related to this Refund Policy, please contact Dewey's Pizza using the information below: