Refund Policy

Effective Date: June 25, 2026 | Last Updated: June 25, 2026

1. Overview

This Refund Policy applies to all purchases made through our website pizzainndining.rest, over the phone, or in person at our establishment. By placing an order with Pizza Inn, you agree to the terms outlined in this policy. We encourage you to review your order carefully before completing your purchase, as food items are perishable by nature and subject to specific refund conditions.

This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission Act (FTC Act), as well as applicable state laws. If you have questions about your consumer rights, we encourage you to consult local consumer protection resources.

2. Eligibility Conditions for Refunds

We understand that issues can arise, and we want to ensure a fair process for all customers. A refund or replacement may be issued under the following conditions:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food was undercooked, overcooked, spoiled, or otherwise of unacceptable quality at the time of receipt.
• Food Safety Concerns: There is a reasonable concern about the safety or hygiene of the food item received.
• Damaged Items: The product was damaged during delivery or packaging and is not fit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your delivery order did not arrive and was not received within the expected timeframe.

Refund eligibility is subject to our review and verification process. We reserve the right to request supporting evidence such as photos, order numbers, or descriptions of the issue before processing any refund.

3. Timeframes for Refund Requests

To ensure a timely and effective resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to still reach out to us, as we review each case individually and may offer alternative resolutions at our discretion.

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, the following situations and items are generally non-refundable:

• Orders where the customer changed their mind after the order was prepared or dispatched.
• Food items that have been partially or fully consumed, unless a quality complaint is reported immediately.
• Customized orders where the customer provided specific instructions that were followed correctly.
• Delivery fees, where delivery was completed successfully and issues are unrelated to the delivery itself.
• Promotional items, complimentary items, or items received as part of a discount offer.
• Gift cards and electronic vouchers once activated or redeemed.
• Catering deposits after the cancellation window has expired (see Cancellation Policy below).
• Orders delayed due to circumstances beyond our control, including but not limited to severe weather, traffic, or third-party delivery platform issues.

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

We have made the refund request process as simple and straightforward as possible. Please follow these steps to submit your request:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or through our website at pizzainndining.rest.
2. Step 2 — Provide Your Order Details: Include your full name, contact information, order number (if available), date and time of order, and the method of purchase (online, phone, or in-person).
3. Step 3 — Describe the Issue: Clearly explain the reason for your refund request. Include as much detail as possible — for example, which specific item was incorrect, missing, or unsatisfactory.
4. Step 4 — Submit Supporting Evidence: If applicable, attach photos of the food item, packaging, or receipt that supports your claim. This helps us process your request more efficiently.
5. Step 5 — Await Confirmation: Our team will review your request and respond within 1–2 business days. You will receive a confirmation email acknowledging your request.
6. Step 6 — Resolution: We will communicate the outcome of your request, including whether a refund, replacement, or store credit will be issued, along with the expected timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time funds appear in your account may vary depending on your bank or financial institution. Pizza Inn is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

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

• Only some items in your order were affected by a quality or accuracy issue, while others were satisfactory.
• The order was partially consumed before the issue was identified.
• A substitute or replacement item was provided for part of the order, and only the unreplaced portion qualifies for a refund.
• A promotion or discount was applied to the order, and the refund reflects only the amount actually paid.
• The delivery fee is excluded from the refund when the delivery service itself was completed.

Partial refunds will be calculated based on the individual item prices listed at the time of purchase, minus any applicable discounts or promotional deductions. Our customer support team will communicate the specific refund amount during the resolution process.

8. Exchange Policy

At Pizza Inn, we understand that sometimes the best solution to an order issue is a replacement rather than a monetary refund. We are happy to offer exchanges or replacements under the following conditions:

• The original item was incorrect, missing, or of unacceptable quality.
• The exchange request is made within the applicable timeframe outlined in Section 3 of this policy.
• The replacement item is of equal or lesser value than the original item ordered.
• Availability of the replacement item is subject to current inventory and operating hours.

For dine-in and in-store pickup orders, exchanges can typically be arranged immediately or within a short period. For delivery orders, we will coordinate the best possible resolution, which may include a replacement at the next available opportunity or a monetary refund if a same-day replacement is not feasible.

We do not offer exchanges for items that have been fully consumed, items modified at the customer's request that were prepared as instructed, or promotional items.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Delivery and Pickup)

• Before Preparation Begins: If you contact us to cancel your order before it has entered the preparation stage, you are entitled to a full refund.
• During Preparation: If your order is already being prepared, cancellation may not be possible. In such cases, a partial refund or store credit may be offered at our discretion.
• After Dispatch (Delivery Orders): Once a delivery has been dispatched, cancellations will not be accepted, and no refund will be issued unless the delivery fails or the order is incorrect upon receipt.

9.2 Catering and Large Group Orders

• More than 48 Hours Before Scheduled Time: Full refund of any deposit or prepayment made.
• 24–48 Hours Before Scheduled Time: 50% refund of the total deposit or prepayment.
• Less than 24 Hours Before Scheduled Time: No refund on deposits. Full payment may still be required depending on the order value and preparation costs incurred.

To cancel an order, please contact us immediately via email at [email protected] or through our website. Cancellation requests must be submitted in writing to be considered valid. Verbal cancellations are not guaranteed to be processed in time.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or similar platforms, please be aware that their respective refund and cancellation policies may apply. We recommend:

• Contacting the third-party platform directly for issues related to delivery, platform errors, or payment disputes.
• Reaching out to us directly at [email protected] for issues related to food quality, incorrect items, or missing items — as we can often resolve these concerns faster than the platform.

Pizza Inn is not responsible for delays, errors, or issues caused by third-party delivery platforms. However, we will cooperate fully with any investigations or resolutions initiated through those platforms.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

1. Internal Escalation: Request that your case be reviewed by a senior member of our management team. You can do this by responding to your original refund communication or by contacting us directly at [email protected] with the subject line "Refund Dispute Escalation."
2. Good Faith Negotiation: We commit to reviewing all escalated disputes within 5 business days and working with you in good faith to reach a fair resolution.
3. Chargeback Option: If you paid by credit card or debit card and believe you have been unfairly charged, you have the right to initiate a chargeback through your bank or card issuer. We encourage you to first attempt to resolve the issue directly with us before initiating a chargeback, as we will cooperate with any chargeback investigations.
4. FTC and Consumer Protection Resources: As a consumer in the United States, you have rights under the Federal Trade Commission Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission at ftc.gov/complaint or contact your state's Attorney General office.
5. Mediation: For unresolved disputes involving significant amounts, both parties agree to attempt good-faith mediation before pursuing any formal legal action.

12. Store Credit as an Alternative

In situations where a monetary refund may not be the most practical or immediate solution, Pizza Inn may offer store credit as an alternative. Store credit will be:

• Equivalent in value to the refund amount you are entitled to receive.
• Valid for use on any future order placed through pizzainndining.rest or in-store.
• Issued via email or as a digital voucher code within 1–2 business days of approval.
• Valid for 90 days from the date of issuance.
• Non-transferable and non-redeemable for cash.

Store credit is offered at the customer's option as a convenience. Customers are not obligated to accept store credit in lieu of a monetary refund if they prefer the latter and are otherwise eligible.

13. Policy Updates

Pizza Inn reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

Material changes to this policy will be communicated to customers via email or through a notice posted prominently on our website at pizzainndining.rest.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please do not hesitate to contact our customer support team. We are here to help.

This Refund Policy was last reviewed and updated on June 25, 2026. By placing an order with Pizza Inn, you acknowledge that you have read, understood, and agreed to this Refund Policy.