Refund Policy

Effective Date: May 17, 2026 | Last Updated: May 17, 2026

At Pizzana, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we want to ensure that every concern is handled fairly, promptly, and professionally. This Refund Policy explains your rights and our procedures for refunds, cancellations, exchanges, and dispute resolution.

1. General Overview

Due to the perishable nature of food products, our refund policy is designed to balance customer satisfaction with the operational realities of a food service business. We evaluate all refund requests on a case-by-case basis, taking into consideration the nature of the issue, the time elapsed since the order was placed or delivered, and the applicable evidence provided by the customer.

Our goal is to resolve any legitimate concerns quickly and fairly. We encourage customers to contact us as soon as a problem arises so that we can take appropriate action.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• Your order arrived significantly different from what was described on our menu or website.
• Your order contained incorrect items that were not what you ordered.
• Your food arrived in an unsatisfactory condition due to a packaging failure or handling error on our part.
• Your order was never delivered, and delivery confirmation cannot be verified by our records.
• You were charged an incorrect amount due to a billing or pricing error on our end.
• Your order was significantly delayed beyond the estimated delivery time, causing the food to become unfit for consumption.
• A documented food safety issue occurred with your order (e.g., foreign objects found in food, evidence of contamination).

Refund eligibility is subject to verification. We reserve the right to request supporting evidence such as photographs, order numbers, or written descriptions of the issue before processing any refund.

2.1 Conditions That Do NOT Qualify for a Refund

The following circumstances generally do not qualify for a refund:

• You simply changed your mind after the order was confirmed and preparation had begun.
• You ordered the wrong item and the order was fulfilled correctly based on what was placed.
• You provided an incorrect delivery address, and the order was delivered to the address specified at checkout.
• The food did not meet personal taste preferences, provided it was prepared as described.
• Minor variations in food presentation that do not affect quality or safety.
• Delays caused by factors outside our control, such as extreme weather conditions, traffic, or third-party delivery carrier issues.
• Refund requests submitted beyond the eligible timeframe outlined in this policy.

3. Timeframes for Refund Requests

To ensure your request can be properly reviewed and acted upon, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We recommend contacting us immediately upon discovering any issue with your order.

4. Non-Refundable Items and Services

Certain items and fees associated with your order are non-refundable under any circumstances, unless required by applicable law:

• Delivery fees: Delivery and service fees are non-refundable once an order has been dispatched for delivery.
• Processing fees: Any third-party payment processing fees are non-refundable.
• Promotional or discounted items: Items purchased using special promotions, vouchers, or discounts may be non-refundable unless the item itself is defective or incorrect.
• Consumed orders: If a significant portion of the food has been consumed before the complaint is raised, refunds may be denied or reduced.
• Custom or specialty orders: Special-request or fully customized menu items that were prepared according to the customer's specific instructions are generally non-refundable, unless there was an error on our part.

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

To request a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us by email at [email protected] or through the contact options available on our website at pizzana-meal.top.
2. Step 2 – Provide Your Order Information: Include your full name, the email address used to place the order, your order number (found in your confirmation email), and the date and time of the order.
3. Step 3 – Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — describe what was wrong, what you received versus what you expected, and how it affected your experience.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographs or videos that clearly show the issue. This may include images of wrong items, damaged packaging, incorrect portions, or any foreign objects found in the food.
5. Step 5 – Await Review: Our customer service team will review your request within 1–3 business days. We may follow up with additional questions if needed.
6. Step 6 – Receive a Decision: You will be notified via email of our decision. If your refund is approved, we will process it using your original payment method or issue store credit, as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account depends on your payment method:

Please note that these timeframes begin from the date of refund approval, not from the date the request was submitted. Processing times may vary depending on your financial institution. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These situations include, but are not limited to:

• Only a portion of your order was incorrect or missing (e.g., one item in a multi-item order was wrong).
• The food quality issue affected only part of the order.
• A significant portion of the meal was consumed before the issue was reported.
• The complaint was submitted slightly outside the standard timeframe, but the issue is verified and substantiated.
• A promotional discount was applied, and the refund reflects the actual amount paid for the affected item.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order cost, minus any applicable non-refundable fees.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional exchanges (returning one item for another) are generally not feasible. However, in cases where an incorrect item was delivered, we may offer the following remedies:

• Replacement delivery: Where logistically possible, we may arrange for the correct item to be delivered at no additional charge. This option is subject to availability, timing, and delivery area constraints.
• Store credit: We may issue store credit equivalent to the value of the incorrectly delivered item, which can be applied to a future order.
• Partial or full refund: If a replacement is not feasible, a refund may be offered in accordance with this policy.

To request an exchange or replacement, please follow the same steps outlined in Section 5 of this policy. All exchange requests must be made within 24 hours of delivery.

9. Cancellation Policy

We understand that plans can change, but because our food is freshly prepared upon order confirmation, our cancellation window is limited.

9.1 Eligible Cancellations

You may cancel your order for a full refund if you contact us within 5 minutes of placing the order and food preparation has not yet begun. Once preparation has started, cancellations are generally not accepted.

9.2 Cancellations After Preparation Has Begun

If preparation has begun or the order has been dispatched for delivery, cancellations will not be accepted, and no refund will be issued. This is due to the perishable nature of prepared food and the costs already incurred in fulfillment.

9.3 Cancellations Due to Our Error

If we need to cancel your order due to ingredient unavailability, operational issues, or delivery limitations, you will be notified promptly and issued a full refund using your original payment method.

9.4 Force Majeure

In the event of circumstances beyond our reasonable control — such as natural disasters, severe weather, power outages, or public health emergencies — we may be unable to fulfill orders. In such cases, we will offer a full refund or store credit at the customer's preference.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service team. To escalate a dispute, send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case or order number. Escalated cases will be reviewed within 3–5 business days.

10.2 External Resolution

If the dispute cannot be resolved through internal processes, customers located in the United States have the following options:

• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov for consumer protection concerns.
• State Attorney General: You may contact your state's Attorney General office to file a consumer complaint.
• Credit Card Chargeback: If you paid by credit or debit card, you may initiate a chargeback through your card issuer. Please note that initiating a chargeback without first attempting to resolve the issue with us may affect your ability to use our services in the future.
• Better Business Bureau (BBB): You may also file a complaint through the BBB at www.bbb.org.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States, and applicable state consumer protection laws. Nothing in this policy limits your statutory rights as a consumer under federal or state law.

11. Consumer Rights Under Applicable Law

As a customer in the United States, you are protected by federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices. Depending on your state of residence, additional protections may apply. This policy does not override or limit any rights you may have under applicable law.

12. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzana-meal.top. 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 following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service concerns, please contact us using the information below: