Refund Policy

Last Updated: April 11, 2026

1. Overview

At Pizzana, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that issues can occasionally arise with food orders, and we have established this Refund Policy to ensure that all concerns are handled fairly, transparently, and efficiently. This policy applies to all orders placed through our website pizza-pizzana.top and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

Because we serve perishable food items, our refund policy contains specific conditions that differ from standard retail refund policies. We encourage all customers to review their orders carefully at the time of delivery or pickup and to contact us promptly if any issue arises.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not delivered or included in your pickup bag.
• Poor Quality or Food Safety Concern: The food delivered was undercooked, spoiled, or otherwise unfit for consumption. We take food safety extremely seriously and will act swiftly on all such reports.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery window, and the food arrived in an unacceptable condition as a result.
• Damaged Order: Your order arrived in a physically damaged condition that renders the product unsatisfactory (e.g., crushed packaging, spilled contents).
• Unauthorized Charge: You were charged for an order that you did not place, or you were charged an incorrect amount.
• Order Not Delivered: You did not receive your order and our records confirm a delivery failure.

Refund eligibility will be assessed on a case-by-case basis. Pizzana reserves the right to request supporting evidence (such as photographs) before approving a refund claim.

3. Timeframes for Refund Requests

Given the perishable nature of food products, it is essential that refund requests be submitted promptly. The following timeframes apply:

Refund requests submitted outside these timeframes may not be honored. We strongly encourage all customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds are not issued simply because you changed your mind about an order after it has been prepared or delivered.
• Consumed Orders: If a significant portion of the order has been consumed before a complaint is submitted, a full refund may not be granted.
• Customer-Caused Issues: If an order issue was caused by incorrect information provided by the customer (e.g., wrong delivery address, incorrect special instructions), a refund will not be issued.
• Promotional or Discounted Items: Items purchased as part of limited-time promotional offers may have restricted refund eligibility, which will be disclosed at the time of the promotion.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Tips and Gratuities: Tips or gratuities added to an order at checkout are non-refundable once processed.
• Gift Cards or Store Credits: Purchased gift card values and store credits are non-refundable but may be transferable under certain conditions.
• Customization Requests Fulfilled Correctly: If special customization requests were fulfilled exactly as specified by the customer but the customer is dissatisfied with the result, a refund is not guaranteed.

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

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date and time of the order, and a description of the issue ready before contacting us.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, damaged, or unsatisfactory item(s). This evidence will help us process your request faster and more accurately.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected]. Include the following in your message:
   • Your full name
   • Your order number
   • Date and time of the order
   • A clear description of the issue
   • Any supporting photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Once we receive your request, our customer service team will send you an acknowledgment email within 24 hours confirming that your claim is under review.
5. Step 5 – Review and Decision: Our team will assess your refund request, which may include reviewing order records, driver logs, and any documentation you provided. A final decision will be communicated to you within 2–3 business days of the acknowledgment.
6. Step 6 – Resolution: If your refund is approved, we will process it according to the payment method used and the applicable processing timeframes described in Section 6 below.

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 payment method:

Please note that while Pizzana processes refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your financial institution. If you have not received your refund within the stated timeframe, please contact your bank or payment provider first, and then reach out to us at [email protected] if the issue persists.

7. Partial Refunds

In certain circumstances, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following situations:

• Only a portion of the items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was acceptable.
• The order was partially consumed before the issue was reported.
• The delivery was delayed, but the food was still in an acceptable condition upon arrival.
• A minor quality issue was identified that does not warrant a full refund (e.g., incorrect condiment included, slight variation in portion size).
• A promotional discount was applied to the order that affects the refundable amount.

The amount of any partial refund will be determined by Pizzana based on a fair assessment of the situation. We will always communicate the proposed partial refund amount to you before processing and offer you the opportunity to respond.

8. Exchange Policy

Where operationally feasible, Pizzana may offer a food replacement (exchange) as an alternative to a monetary refund. The following conditions apply to our exchange policy:

• Incorrect Items: If you received the wrong item, we will offer to prepare and deliver or make available for pickup the correct item, subject to availability and proximity to our operating hours.
• Missing Items: We may dispatch a replacement for missing items if logistically possible within the same day. Otherwise, a refund or store credit will be issued.
• Poor Quality Items: In cases where food quality is significantly below our standards, we will offer a replacement at no additional charge, provided the request is made within the required timeframe.
• Customer Preference: You are not required to accept an exchange if you prefer a refund. However, if you decline a reasonable exchange offer for an issue that would not typically warrant a full monetary refund, we reserve the right to issue store credit instead.

Exchanges are subject to the availability of ingredients and menu items. Pizzana cannot guarantee that all items will be available for replacement, particularly if menu items are seasonal or subject to inventory limitations.

9. Cancellation Policy

Orders placed through pizza-pizzana.top begin preparation shortly after they are received. As a result, our cancellation window is limited.

9.1 Cancellation Before Preparation Begins

You may cancel your order for a full refund if you do so within 5 minutes of placing the order, before our kitchen begins preparing your items. To cancel, please contact us immediately by email at [email protected] with your order number and a cancellation request. We will make every effort to accommodate timely cancellation requests.

9.2 Cancellation After Preparation Has Begun

Once food preparation has commenced, we are unable to cancel your order, and a full refund will not be issued. In exceptional circumstances (e.g., a documented emergency), we may, at our sole discretion, offer a partial refund or store credit.

9.3 Cancellation Due to Operational Issues

If Pizzana is unable to fulfill your order due to circumstances on our end — such as ingredient unavailability, technical errors, or service area limitations — we will notify you promptly and issue a full refund. This refund will be processed within the timeframes specified in Section 6.

9.4 Scheduled Orders

If you have placed a scheduled (future) order, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund. Cancellations received after this window may only be eligible for store credit.

10. Dispute Resolution Process

If you are dissatisfied with our decision regarding your refund request, or if a dispute arises in connection with a transaction on pizza-pizzana.top, we encourage you to follow the dispute resolution process outlined below.

10.1 Internal Escalation

If you believe your initial refund request was not handled fairly or correctly, you may escalate the matter by sending a detailed email to [email protected] with the subject line "Refund Dispute – Escalation". Please include:

• Your original order number and refund request reference
• A clear explanation of why you disagree with the initial decision
• Any additional supporting documentation or evidence

Our management team will review escalated disputes and respond within 5 business days.

10.2 Chargeback and Payment Disputes

If you believe you have been wrongly charged, you have the right to dispute the charge with your bank or credit card provider under the Fair Credit Billing Act (FCBA) or applicable state law. However, we kindly ask that you contact us first at [email protected] and allow us the opportunity to resolve the matter directly before initiating a chargeback, as chargebacks can result in delays and additional complications for both parties.

10.3 Consumer Protection Resources

As a customer in the United States, you have rights under applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act. If you feel that your consumer rights have not been respected, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General Office — consumer protection division
• The Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

For unresolved disputes, both parties agree to attempt to resolve the matter through good-faith informal negotiation before pursuing any formal legal action. We are committed to resolving all customer concerns fairly and promptly.

11. Store Credit as an Alternative

In cases where a full monetary refund is not applicable under this policy, Pizzana may offer store credit as an alternative resolution. Store credits:

• Are applied directly to your Pizzana account for use on future orders at pizza-pizzana.top
• Are valid for 12 months from the date of issuance
• Are non-transferable and cannot be exchanged for cash
• May be used in combination with other valid promotions, subject to applicable terms

12. Policy Modifications

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to pizza-pizzana.top with a revised "Last Updated" date. We encourage customers to review this policy periodically. Your continued use of our website and services following 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 of America, including applicable federal consumer protection statutes administered by the Federal Trade Commission (FTC). Any disputes not resolved through the process outlined in Section 10 shall be subject to the jurisdiction of the appropriate courts of the United States.

14. Contact Information

If you have any questions, concerns, or requests related to this Refund Policy or a specific transaction, please do not hesitate to contact our customer support team using the information below. We are here to help and committed to resolving your concerns as quickly as possible.