Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Introduction

At Pizza Ranch, we are committed to delivering high-quality food products and exceptional customer service. We understand that there may be occasions where an order does not meet your expectations, and we want to ensure that every customer has a fair and straightforward process for resolving any issues that may arise. This Refund Policy has been designed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, to provide clear guidance on how we handle refund requests, cancellations, exchanges, and disputes.

This policy applies to all orders placed through our website pizzasranchs.digital, including online orders for delivery, pickup, and catering services. If you have any questions or concerns about this policy, please do not hesitate to contact us directly using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be issued under the following eligibility conditions:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong items included in your order).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food you received was of unacceptable quality, including but not limited to undercooked food, spoiled ingredients, foreign objects found in the food, or food that poses a health or safety concern.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory for consumption.
• Order Duplication: A technical error on our website or payment platform resulted in a duplicate charge or duplicate order being placed without your intent.
• Undelivered Orders: Your order was confirmed and paid for but never delivered, and no successful delivery attempt was recorded.

Refunds will not be issued for reasons of personal preference, change of mind after the order has been prepared, or circumstances outside of our reasonable control once the food has been delivered and accepted.

3. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and to contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances:

• Completed and Accepted Delivery Orders: Once a delivery order has been delivered, accepted, and partially or fully consumed without any reported issue at the time of receipt, a refund will not be issued based on a later change of preference.
• Promotional and Discounted Items: Items purchased during special promotions, limited-time offers, or at a heavily discounted rate are generally non-refundable unless there is a verified quality issue.
• Gift Cards and Store Credits: Gift cards and store credits issued by Pizza Ranch are non-refundable and cannot be exchanged for cash.
• Custom or Specialty Orders: Highly customized orders made to your specific instructions (such as catering packages with personalized configurations) are non-refundable once preparation has commenced, unless there is a documented error on our part.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered or was cancelled prior to preparation.
• Service Fees and Processing Fees: Any third-party service fees or payment processing fees associated with your order are non-refundable.

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

If you believe your order qualifies for a refund, please follow the steps outlined below:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the incorrect, missing, or unsatisfactory items. This documentation will help us resolve your request quickly and accurately.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on pizzasranchs.digital. Please do not return food items to our location without prior authorization.
3. Step 3 — Provide Required Information: In your refund request, please include the following details:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Supporting photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Process: Our customer service team will review your request within 2 to 3 business days. We may contact you for additional information or clarification during this process.
5. Step 5 — Resolution Notification: Once your request has been reviewed and a decision has been made, you will be notified via email. If your refund is approved, the refund will be processed according to the payment method used for the original transaction.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on the payment method you used:

Please note that processing times are estimates and may vary depending on your financial institution. Pizza Ranch is not responsible for delays caused by banks or payment processors. If you have not received your refund after the estimated processing time, please contact your bank or payment provider first. If the issue persists, contact us at [email protected].

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, while the rest was delivered accurately and in satisfactory condition.
• The food quality issue affected only one or a few items in a larger order.
• The delivery delay was moderate and only partially impacted the quality of the food.
• A catering order is partially cancelled within the allowable timeframe, but preparation for a portion of the order has already begun.
• A promotional discount was applied to the order, and only the non-discounted portion qualifies for a refund.

The amount of any partial refund will be calculated based on the value of the affected items, minus any applicable delivery or service fees. Our customer service team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

We understand that sometimes a replacement is preferred over a refund. Pizza Ranch offers order exchanges under the following conditions:

• Incorrect Orders: If you received the wrong item, we will prioritize offering a replacement of the correct item rather than a monetary refund, subject to availability and operational capacity at the time of the request.
• Quality Issues: If your food was of unsatisfactory quality, we may offer to remake and resend the item in question. This option is available for local delivery and pickup orders within our service area.
• Timing: Exchange requests must be made within the same timeframes as refund requests (see Section 3 above).
• No Upgrade Exchanges: Exchanges are made on a like-for-like basis. We do not accept exchanges for a different item of higher value unless the error originated on our end.

If you prefer a monetary refund over an exchange, please indicate this clearly when submitting your request, and we will process it accordingly if it meets the eligibility criteria.

9. Cancellation Policy

Orders placed through pizzasranchs.digital may be cancelled under the following conditions:

9.1 Standard Orders (Delivery and Pickup)

• Cancellations must be made within 5 minutes of placing the order to be eligible for a full refund. After this window, our kitchen staff may have already begun preparing your order.
• Once an order has entered the preparation stage, cancellations will not be accepted, and no refund will be issued.
• Once an order has been dispatched for delivery, cancellations are not possible.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is submitted at least 48 hours before the scheduled delivery or pickup time.
• Cancellations made between 24 and 48 hours before the scheduled time will receive a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and resources will have already been committed to your order.

9.3 How to Cancel

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation. Cancellations submitted via email will be acknowledged with a confirmation message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or have a billing dispute, Pizza Ranch provides the following dispute resolution process:

10.1 Internal Resolution

In the first instance, please contact our customer support team directly at [email protected]. Clearly describe the nature of your dispute and any supporting evidence. Our team will review your case and respond within 5 business days.

10.2 Escalation

If you are not satisfied with the initial response from our customer support team, you may request an escalation to our management team. Escalated cases will be reviewed within 10 business days and a final resolution will be communicated in writing.

10.3 Chargebacks and Payment Disputes

If you believe you have been charged incorrectly and are unable to resolve the issue directly with us, you have the right to contact your bank or credit card issuer to initiate a chargeback process. We encourage customers to attempt resolution with us before initiating a chargeback, as this allows us to address the issue more efficiently. In accordance with the FTC Act and applicable consumer protection regulations, we will cooperate fully with any legitimate chargeback investigation.

10.4 Regulatory Complaints

If you believe your consumer rights have been violated and internal resolution has been unsuccessful, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

11. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes to this policy will be posted on our website at pizzasranchs.digital with a revised effective date. We encourage all customers to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or billing disputes, please contact our customer support team using the details below:

Our customer support team is available to assist you. When contacting us, please have your order number, transaction date, and relevant details ready to help us serve you as efficiently as possible.