Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Our Commitment to Customer Satisfaction

Pizza Ranch takes great pride in delivering fresh, high-quality food to every customer. We understand that occasionally an order may not meet your expectations, and we are dedicated to resolving any issues promptly and fairly. This policy is designed to be transparent, straightforward, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

By placing an order with Pizza Ranch — whether online via pizzasranchs.rest, by phone, or in person — you agree to the terms outlined in this Refund Policy. If you do not agree with any part of this policy, please contact us before completing your purchase so we can address your concerns.

2. Eligibility Conditions for Refunds

We will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Damaged Food: The food arrived in a condition that makes it unsuitable for consumption due to packaging failure or handling issues.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy at the time of ordering and the order was prepared with ingredients that triggered an allergic reaction despite your notification.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Never Delivered: For delivery orders, the order was never received and there is no evidence of a delivery attempt.

To be eligible for a refund, the following general conditions must be met:

1. You must submit your refund request within the timeframes specified in Section 3 of this policy.
2. You must provide your order number, proof of purchase, and a clear description of the issue.
3. For food quality complaints, photographic evidence may be requested to support your claim.
4. The request must be made by the individual who placed and paid for the order.

3. Timeframes for Refund Requests

We understand that food-related issues are time-sensitive. The following timeframes apply to all refund requests:

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the food.
• Customized Special Orders: Items made with specific customizations requested by the customer (special ingredients, custom preparations) that were prepared as instructed.
• Partially Consumed Items: Food that has been substantially consumed before a complaint is made (except in cases of food safety issues).
• Delivery Fees: Third-party delivery fees charged by independent delivery platforms are non-refundable through Pizza Ranch (please contact the delivery service directly).
• Promotional or Discounted Items: Items purchased under a special promotion or discount that explicitly states "no refunds" at the time of purchase.
• Gift Cards and Vouchers: Purchased gift cards and promotional vouchers are non-refundable unless required by applicable law.
• Catering Deposits: Non-refundable deposits placed for catering orders, as outlined in the catering agreement.

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

Follow these steps to submit a refund request with Pizza Ranch:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while Pizza Ranch processes refunds promptly, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Pizza Ranch is not responsible for delays caused by your financial institution's processing timelines.

7. Partial Refunds

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

• Partial Order Issues: Only specific items in the order were incorrect, missing, or of poor quality. The refund will be limited to the value of the affected items.
• Partially Consumed Food: If a portion of the food was consumed before the quality issue was identified, a partial refund reflecting the unconsumed portion may be issued at our discretion.
• Late Delivery: If a delivery order arrived significantly later than the estimated time, a partial refund or discount on a future order may be offered as a goodwill gesture, subject to the circumstances.
• Minor Preparation Errors: If the order was largely correct but had a minor error that did not significantly affect the overall order, a partial refund or store credit may be offered.

The amount of any partial refund will be determined by Pizza Ranch based on a fair assessment of the issue and the value of the affected portion of the order.

8. Exchange Policy

In many cases where an order issue is identified promptly, we prefer to offer a replacement order rather than a monetary refund. This ensures you receive your meal fresh and without delay. Our exchange policy works as follows:

• Incorrect Orders: If you received the wrong item, we will prepare and send the correct item as quickly as possible at no additional cost. For delivery orders, re-delivery fees will be waived.
• Missing Items: Missing items will be prepared and delivered or made available for pickup at no charge.
• Quality Issues: If the food quality does not meet our standards, we will remake the item and either deliver it or have it ready for pickup.
• Exchange Timeframe: Exchange requests must be made within the same timeframes as refund requests (see Section 3).
• Customer Preference: If you prefer a monetary refund over an exchange, we will honor that preference provided the request meets all eligibility criteria outlined in this policy.

9. Cancellation Policy

We begin preparing your order very shortly after it is placed. For this reason, our cancellation window is extremely limited. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

• Cancellation Window: You may cancel your order within 5 minutes of placing it, provided preparation has not yet begun. After this window, cancellations may not be possible as your food is likely already being prepared.
• How to Cancel: Contact us immediately by phone or email (see contact details in Section 11) and provide your order number. We will do our best to accommodate your request if the order has not yet entered preparation.
• Refund for Cancelled Orders: If a cancellation is successfully processed before preparation begins, a full refund will be issued within the processing time applicable to your payment method (see Section 6).

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time for a full refund of the amount paid, excluding any non-refundable deposits.
• Cancellations made between 24 and 48 hours before the scheduled time will receive a 50% refund of the total order value (excluding the non-refundable deposit).
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients and preparations will have already been committed.
• In the event of a genuine emergency, we will review cancellation requests on a case-by-case basis and may offer store credit at our discretion.

10. Dispute Resolution Process

We hope to resolve all refund and order issues quickly and amicably through our customer service team. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If you are unsatisfied with the initial response from our customer service team, you may request that your case be escalated to a senior manager. Please send your escalation request to [email protected] with the subject line "Escalation Request — [Your Order Number]." We will respond to escalation requests within 3 business days.

10.2 Chargeback Rights

You have the right to contact your credit card company or bank to initiate a chargeback dispute if you believe you have been charged incorrectly or if a legitimate refund request has been ignored. We encourage you to contact us first to allow us to resolve the issue directly, but we acknowledge your right to pursue this avenue if necessary.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov — The FTC Act prohibits unfair or deceptive business practices, and the FTC investigates consumer complaints regarding businesses operating in the United States.
• Your State Attorney General's Office: Most states have consumer protection divisions that handle complaints about businesses. Visit your state government's official website to find your state's consumer protection resources.
• The Better Business Bureau (BBB): www.bbb.org — You may file a complaint with the BBB, which may help facilitate resolution.

10.4 Informal Resolution Preferred

Before initiating any formal dispute process, we strongly encourage you to contact us directly. The vast majority of issues can be resolved quickly and satisfactorily through direct communication, and we are committed to making things right for our customers.

11. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any order-related concerns, please contact Pizza Ranch using the following information:

12. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzasranchs.rest with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy. Significant changes will be communicated to customers via email where possible.

This Refund Policy was last reviewed and updated on April 1, 2026. © 2026 Pizza Ranch — pizzasranchs.rest. All rights reserved.