Refund Policy

At Pizza Inn, customer satisfaction is our top priority. We understand that occasionally an order may not meet your expectations, and we are committed to making things right. This Refund Policy outlines the conditions under which refunds, exchanges, or cancellations are accepted, and explains how to submit a request. By placing an order through our website food-innpizza.rest or any associated ordering channel, you agree to the terms described in this policy.

1. Overview and Our Commitment

Pizza Inn is dedicated to delivering fresh, high-quality food products to every customer. Because we deal in perishable food items, our refund policy reflects the unique nature of food service businesses. We take complaints seriously and evaluate every refund request on a case-by-case basis, always striving to find a fair resolution. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

Please read this policy carefully before placing your order. If you have any questions about eligibility or the process, do not hesitate to contact us before completing your purchase.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong pizza topping, wrong size, or wrong product entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, contained foreign objects, or was otherwise unfit for consumption.
• Significant Delivery Delay: Your delivery arrived significantly later than the estimated time provided at checkout, causing the food to be cold or inedible.
• Duplicate Charge: Your payment method was charged more than once for a single order.
• Order Not Received: Your order was confirmed and paid for but never delivered and cannot be located by our team.
• Allergen Concerns: The item delivered contained an allergen you specifically requested to be excluded, and this was clearly documented in your order notes.

To be eligible, your refund request must be submitted within the applicable timeframe described in Section 3 below, and you must provide sufficient supporting information such as photos, order confirmation numbers, or a written description of the issue.

2.1 Conditions That May Reduce Eligibility

Your refund eligibility may be affected if:

• The issue resulted from incorrect delivery address information provided by you.
• You refused delivery without a valid reason.
• The complaint is based on personal taste preferences rather than a verifiable quality or accuracy issue.
• The order was placed through a third-party delivery app (e.g., DoorDash, Uber Eats, Grubhub) — in such cases, refund requests must be directed to that platform.

3. Timeframes for Refund Requests

Because we handle perishable food items, it is essential that refund requests be submitted promptly. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is an issue. Delays in reporting reduce our ability to verify the claim and provide a satisfactory resolution.

4. Non-Refundable Items and Services

The following items and circumstances 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 your order.
• Consumed Items: If a significant portion of the food has been consumed before the complaint is made, a refund may not be issued.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selected the wrong toppings or size), we are not obligated to issue a refund, though we may offer a goodwill credit.
• Promotional or Discounted Items: Items purchased at a significant promotional discount may only be eligible for store credit rather than a cash refund, at our discretion.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through our fault.
• Service Fees and Tips: Any tips or service fees added at checkout are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party platforms are subject to those platforms' refund policies and are outside our direct control.

5. How to Request a Refund (Step-by-Step)

Follow the steps below to submit a refund request to Pizza Inn:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and any relevant evidence such as photographs of the incorrect or damaged food, or screenshots of duplicate charges.
2. Step 2 — Contact Us: Reach out to our customer service team as soon as possible using one of the following methods:
   • Email: [email protected]
   • Website: food-innpizza.rest
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem, including your order number, the specific items affected, and the nature of the issue. Attach any supporting photos or documentation.
4. Step 4 — Wait for Review: Our team will review your request and may reach out for additional information. Please allow up to 2 business days for an initial response.
5. Step 5 — Receive a Resolution: Once your request has been reviewed and approved, we will notify you of the resolution — whether that is a full refund, partial refund, store credit, or a replacement order.

6. Refund Processing Times by Payment Method

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

Please note that Pizza Inn initiates the refund on our end promptly upon approval, but the actual timeline depends on your bank or payment processor, which is outside our control. If you have not received your refund after the maximum processing time listed above, please contact your financial institution before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only one or a few items in a multi-item order were incorrect or missing, while the remainder of the order was satisfactory.
• The food quality issue affected only part of the order.
• A portion of the food had already been consumed before the complaint was raised.
• The refund request is made slightly outside the standard timeframe but is still considered reasonable at our discretion.
• Promotional discounts or coupons were applied to the original order — refunds will reflect the actual amount paid, not the original full price.

The amount of any partial refund will be communicated clearly to the customer before processing, and the customer will have the opportunity to accept or contest the offered amount through our dispute resolution process.

8. Exchange Policy

Because we serve freshly prepared food, traditional exchanges (returning a product and receiving a replacement) are handled differently than non-food retail businesses. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or had a quality issue, we may offer to prepare and send a replacement item at no additional cost, subject to availability and verification of the original issue.
• Same-Day Replacements: Replacement orders will be prioritized for same-day fulfillment when possible, depending on store hours and kitchen capacity.
• No Physical Returns Required: You are not required to return food items to our location in order to receive a replacement or refund. However, photos may be requested as documentation.
• Discretionary Replacements: Pizza Inn reserves the right to offer a replacement instead of a refund in cases where we can quickly and effectively resolve the issue with a new order.

9. Cancellation Policy

We begin preparing your order almost immediately after it is confirmed, so cancellation windows are limited. The following rules apply:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may request a cancellation and receive a full refund. Contact us immediately by phone or email.
• After 5 minutes: If your order is already being prepared, cancellation may not be possible and a refund will not be issued.
• Scheduled Future Orders: If you have placed an order scheduled for a future time, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund.

9.2 In-Store Orders

In-store orders cannot be cancelled once the order has been placed with the kitchen staff. If you have concerns before your order is placed, please discuss them with our team members at the counter.

9.3 How to Cancel

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: food-innpizza.rest

Include your order number, name, and reason for cancellation in all communications.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you have the right to escalate your complaint through the following steps:

1. Internal Escalation: Request that your case be reviewed by a senior member of our management team. You can do so by emailing [email protected] with the subject line "Escalated Refund Request — [Your Order Number]." Management will respond within 3 business days.
2. Written Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to our business address for review.
3. Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's Attorney General office if you believe your consumer rights have been violated.
4. Chargeback: As a last resort, you may contact your bank or credit card issuer to initiate a chargeback dispute. Please note that initiating a chargeback before attempting resolution with us may complicate the process and affect your ability to use our services in the future.

11. Special Circumstances

11.1 Food Safety Complaints

If you believe you experienced a food safety issue such as food poisoning or an undisclosed allergen, please contact us immediately. We take all food safety complaints with the utmost seriousness. We may also recommend you contact your local health department or seek medical attention if appropriate. Food safety incidents are investigated thoroughly, and we cooperate fully with any relevant health authority inquiries.

11.2 Large or Catering Orders

Refund requests for large catering or group orders are subject to individual review and may require additional documentation. Please contact us directly to discuss any issues with catering orders. Cancellations of catering orders must be made at least 48 hours in advance of the scheduled delivery or pickup time to be eligible for a full refund.

11.3 Gift Cards and Store Credit

Store credit issued as part of a refund is valid for 12 months from the date of issuance. Store credit and gift cards are non-transferable, non-redeemable for cash, and cannot be used to purchase additional store credit. Lost or stolen store credit cannot be replaced.

12. Changes to This Refund Policy

Pizza Inn reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at food-innpizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and applicable state laws. Consumer protection rights under the Federal Trade Commission Act are fully respected and preserved. Nothing in this policy limits or waives any rights you may have under applicable federal or state consumer protection law.

14. Contact Information

For all refund requests, cancellations, questions, or concerns regarding this policy, please contact Pizza Inn using the details below:

Our customer service team is available during regular business hours. We aim to respond to all email inquiries within 1–2 business days. When contacting us, please always include your order number and a detailed description of your issue to help us assist you as efficiently as possible.