Refund Policy

Last Updated: April 25, 2026

1. Introduction

This Refund Policy applies to all food orders, purchases, and transactions made through our website at pizzana-pizz.click or by any other means of ordering from Pizzana. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

We understand that issues can sometimes arise with food orders — whether related to quality, incorrect items, or delivery problems. This policy is designed to ensure a transparent and consistent approach to handling such situations.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Your order arrived significantly different from what was described on our menu or website.
• You received the wrong items or an incomplete order.
• Your food was delivered in an unacceptable condition (e.g., spoiled, contaminated, or severely damaged).
• Your order was not delivered at all, and no resolution was provided by the delivery service.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website or payment system resulted in an incorrect charge.
• Your order was cancelled by Pizzana due to operational reasons (e.g., unavailability of items or inability to fulfill the order).

Refund requests that do not fall within these categories will be reviewed on a case-by-case basis at our sole discretion. Pizzana reserves the right to deny refund requests that do not meet the eligibility criteria outlined above.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Orders that have been fully consumed before a complaint is raised.
• Dissatisfaction based solely on personal taste preferences, where the item was prepared correctly according to the menu description.
• Customization errors made by the customer at the time of ordering (e.g., incorrect toppings or special instructions entered by the customer).
• Delays caused by third-party delivery services outside of our direct control, where the food was delivered in acceptable condition.
• Orders where the customer provided an incorrect delivery address.
• Promotional or complimentary items provided at no charge.
• Digital gift cards or vouchers that have already been redeemed.
• Refund requests submitted beyond the eligible timeframe specified above.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, have the following details ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographic evidence of the problem (if applicable, such as wrong items or poor food condition)
2. Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pizzana-pizz.click.
3. Provide Details: In your email or message, include your order number, a clear description of the issue, and any supporting photos or documentation.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may request additional information if needed.
5. Review and Decision: We will review your request and communicate our decision — including approval, denial, or offer of a partial refund or replacement — within 3–5 business days of receiving all necessary information.
6. Refund Processing: If approved, your refund will be processed according to the timelines specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your refund will depend on your original payment method:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account may vary depending on your bank or payment provider. Pizzana is not responsible for delays caused by financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered properly.
• A minor quality issue was identified that does not warrant a full refund of the entire order.
• You accepted and consumed part of the order before identifying an issue.
• The refund request falls partially outside the eligible timeframe (e.g., some items were reported on time, others were not).

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue, and will reflect the value of the affected portion of your order.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges. However, in cases where an incorrect item was delivered, we will make every effort to:

• Arrange for the correct item to be sent to you as soon as possible, subject to availability and operational feasibility.
• Offer a store credit or account credit of equivalent value to be used on a future order if a replacement delivery is not possible.

Replacement deliveries are subject to our standard preparation and delivery times and are not guaranteed in all circumstances. If a replacement is not feasible, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans can change. Here is how we handle order cancellations:

9.1 Customer-Initiated Cancellations

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us as quickly as possible after placing your order if you need to cancel.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellation may not be possible, and a refund may not be available. We will attempt to honor cancellation requests on a best-effort basis.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued in this scenario unless the order does not arrive or arrives with a qualifying issue as described in Section 2.

9.2 Pizzana-Initiated Cancellations

In rare cases, Pizzana may need to cancel an order due to circumstances beyond our control, including but not limited to:

• Unavailability of key ingredients
• Operational or technical issues
• Severe weather or natural disasters
• Delivery area restrictions

In the event that Pizzana cancels your order, you will be notified promptly and will receive a full refund to your original payment method or, if you prefer, a store credit of equivalent value.

10. Store Credit

As an alternative to a monetary refund, Pizzana may offer store credit or account credit in certain cases. Store credit:

• Is applied directly to your Pizzana account or provided as a unique code
• Can be used toward any future order on our website or through our ordering platform
• Does not expire for a period of 12 months from the date of issuance
• Is non-transferable and has no cash value
• Cannot be combined with other promotional offers unless otherwise specified

11. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you have several options to escalate the matter:

11.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service team. To do so, reply to the communication you received from our support team and indicate that you wish to escalate your complaint. A senior team member will review the case and respond within 5 business days.

11.2 Chargeback Rights

Under United States consumer protection law and the Fair Credit Billing Act (FCBA), you have the right to dispute a charge with your credit card issuer if you believe you have been billed incorrectly or have not received the goods or services you paid for. We encourage you to first attempt to resolve the matter directly with Pizzana before initiating a chargeback. Unwarranted chargebacks may affect your ability to use our services in the future.

11.3 FTC Complaint

If you believe our business practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint. You may also contact your state's Attorney General office for additional consumer protection resources.

11.4 Mediation and Arbitration

In the event of an unresolved dispute, both parties agree to first attempt to resolve the matter through good-faith negotiation. If resolution cannot be reached, the parties may agree to participate in non-binding mediation before pursuing any legal action. Any formal legal disputes shall be governed by the laws of the United States and the applicable state in which Pizzana operates.

12. Fraudulent Refund Claims

Pizzana takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or fraudulent refund requests — including misrepresenting the condition of food received or repeatedly abusing the refund process — may have their account suspended or permanently banned from our platform. We reserve the right to pursue legal action in cases of confirmed fraud.

13. Policy Updates

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-pizz.click. We encourage customers to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below:

Our customer support team is available to assist you and is committed to resolving your concerns in a fair, timely, and professional manner. We aim to respond to all inquiries within 1–2 business days.