Refund Policy

Effective Date: June 5, 2026 | Last Updated: June 5, 2026

1. Introduction

At Dewey's Pizza, customer satisfaction is our top priority. We take pride in preparing fresh, high-quality food and delivering an exceptional dining experience. We understand that issues may occasionally arise, and we are committed to addressing your concerns in a fair, timely, and professional manner.

This Refund Policy outlines the conditions under which refunds, replacements, partial credits, or exchanges may be granted, as well as the procedures you must follow to initiate a claim. This policy is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act and, where applicable, the California Consumer Privacy Act (CCPA/CPRA).

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered or provided was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Ingredient Inclusion: An item contained an allergen that you specifically requested be omitted, and this was documented at the time of ordering.
• Significant Delay: Your delivery was significantly delayed beyond the quoted delivery window and the food arrived in an unsatisfactory condition as a direct result of that delay.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or delivery partner.

All refund requests are subject to review and verification by our customer service team. Dewey's Pizza reserves the right to request supporting documentation (such as photos of the incorrect or damaged item) before processing any refund.

3. Timeframes for Refund Requests

To ensure that your concern can be properly investigated, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to contact us as soon as possible after identifying an issue, as this allows us to investigate more effectively.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Orders where the customer changed their mind after preparation has begun.
• Food items that have been partially or fully consumed prior to the refund request, unless a quality issue is documented.
• Special promotional items, gift cards, or loyalty reward redemptions (unless a direct error occurred on our part).
• Delivery fees charged by third-party delivery platforms are subject to those platforms' own refund policies and are not within our control.
• Customizations that were correctly prepared according to the order instructions provided by the customer.
• Dissatisfaction based on personal taste preferences, unless the food is genuinely unfit for consumption.
• Catering orders cancelled less than 48 hours before the scheduled service time.

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as you identify a problem. You can contact us via email at [email protected] or by visiting our website at deweys-bbq.rest.
2. Step 2 – Provide Your Order Details: Have the following information ready when you contact us:
   • Your full name
   • Order number or confirmation number
   • Date and time the order was placed
   • Method of payment used
   • Description of the issue
3. Step 3 – Submit Supporting Evidence (if applicable): If your complaint relates to food quality, incorrect items, or missing items, please provide clear photographs of the item(s) in question. Photos must be submitted within the applicable timeframe to be considered valid.
4. Step 4 – Await Review: Our team will review your request and respond within 2 business days. In some cases, additional information may be requested.
5. Step 5 – Receive Decision: You will be notified of the outcome of your refund request via the contact information you provided. If approved, the refund will be processed according to the method of payment used.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on your payment method:

Please note that while we process refunds promptly on our end, actual posting times to your account are subject to your financial institution's policies and may vary. Dewey's Pizza is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing.
• The food quality issue affected only select items within a larger order.
• A delivery delay affected the condition of only some items in the order.
• The customer partially consumed the order before discovering the issue.
• A coupon or discount was applied to the order and the refund reflects only the amount actually paid for the affected item(s).

Partial refund amounts will be calculated based on the original price paid for the specific item(s) in question, including applicable taxes for those items. The determination of whether a full or partial refund is appropriate rests with Dewey's Pizza's customer service team and will be communicated clearly to the customer upon resolution.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Dewey's Pizza may offer to replace or re-make your order as the preferred resolution. Exchanges or replacements are available under the following conditions:

• The incorrect item was received and a replacement of the correct item is feasible within a reasonable timeframe.
• A quality issue was identified promptly and we are able to prepare a fresh replacement.
• The customer is located within our delivery zone and a re-delivery can be completed the same day.

Exchanges will be offered at no additional charge to the customer when the error is attributable to Dewey's Pizza. If the customer prefers a monetary refund over an exchange or replacement, that request will be reviewed and processed in accordance with the standard refund procedure.

We do not offer exchanges for items that were prepared correctly according to the original order but for which the customer has since changed their mind.

9. Cancellation Policy

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

9.1 Standard Orders

Orders may be cancelled for a full refund only if the cancellation request is made within 5 minutes of placing the order and before food preparation has begun. Once our kitchen team has begun preparing your order, cancellations are generally not accepted. In such cases, a store credit may be offered at the discretion of management.

9.2 Scheduled or Advance Orders

For orders placed in advance (scheduled for a future time or date), cancellations must be submitted at least 2 hours before the scheduled preparation time to be eligible for a full refund.

9.3 Catering and Large Group Orders

Catering orders and large group orders (orders exceeding $150) require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours prior may receive a 50% refund. Cancellations made less than 24 hours before the scheduled service time are non-refundable, as significant preparation costs will have already been incurred.

9.4 Third-Party Platform Orders

If your order was placed through a third-party delivery application (such as DoorDash, Uber Eats, Grubhub, or similar platforms), cancellation requests must be directed to that platform directly. Dewey's Pizza is not able to process cancellations or refunds for orders placed through third-party services, as those transactions are governed by the respective platform's policies.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, Dewey's Pizza provides the following escalation and dispute resolution process:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our management team. Please state clearly in your communication that you would like your case reviewed at a higher level. We will acknowledge your escalation request within 1 business day and provide a final management-level decision within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or if a legitimate complaint was not resolved satisfactorily. We encourage you to attempt to resolve the matter directly with us before initiating a chargeback, as this allows for faster resolution and avoids unnecessary processing delays.

10.3 FTC Consumer Complaint

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or call 1-877-FTC-HELP (1-877-382-4357).

10.4 State Consumer Protection Agencies

You may also contact your state's Attorney General's office or consumer protection bureau for assistance with unresolved disputes. Contact information for state consumer protection offices can be found through the National Association of Attorneys General at www.naag.org.

10.5 Informal Mediation

In the event of a significant or ongoing dispute that cannot be resolved through direct communication, both parties agree to first attempt resolution through good-faith informal mediation before pursuing any formal legal action. Requests for mediation should be submitted in writing to our contact email.

11. Customer Responsibilities

To ensure the refund process is smooth and fair for all parties, customers are expected to:

• Review all order details carefully at the time of placement to minimize errors.
• Notify us of any issues promptly and within the timeframes specified in this policy.
• Provide accurate and truthful information when submitting a refund request.
• Retain packaging, receipts, and relevant documentation until the issue is fully resolved.
• Cooperate with our team during the review and investigation process.

12. Modifications to This Policy

Dewey's Pizza reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at deweys-bbq.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or concerns related to your order, please contact us using the information below. Our customer service team is available to assist you and is committed to responding promptly.

This Refund Policy was last updated on June 5, 2026. All rights reserved. Dewey's Pizza is committed to fair and transparent customer service practices in compliance with applicable United States federal and state consumer protection laws.