Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

This Refund Policy applies to all purchases and orders placed through our website pequodsclub.click, by phone, or in person at our establishment. By placing an order with Pequod's Pizza, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

We strive to resolve any issues quickly, fairly, and with your satisfaction as our top priority. This policy is governed by applicable United States federal law, including the Federal Trade Commission (FTC) Act, as well as any applicable state consumer protection laws.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong crust type).
• Missing Items: Part of your order was not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or provided was significantly below acceptable quality standards — for example, undercooked, burnt, or otherwise inedible.
• Allergic Reactions Due to Our Error: If you clearly communicated a food allergy at the time of ordering and the allergy-related instruction was not followed, resulting in an incorrect ingredient being included.
• Order Never Received: Your delivery order was confirmed but never arrived within a reasonable timeframe and was not rescheduled.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refund eligibility is assessed on a case-by-case basis. Pequod's Pizza reserves the right to request supporting evidence, such as photographs or order confirmation details, before processing any refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where you simply changed your mind after the food was already prepared or delivered.
• Incorrect orders resulting from a customer's own ordering error (e.g., selecting the wrong size or toppings online).
• Dissatisfaction based purely on personal taste preferences, provided the order was prepared correctly as specified.
• Orders that have been more than 50% consumed — refunds will not be issued on substantially eaten food.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Delivery fees and service charges, which are non-refundable once the delivery service has been dispatched.
• Gift cards or store credit used as payment.
• Requests made beyond the applicable refund timeframe described in Section 4.

4. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Refund requests submitted outside these windows may be declined at our discretion. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if there is any issue.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of your order
   • A clear description of the issue
   • Photographs of the food (if applicable — especially for quality or incorrect order issues)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pequodsclub.click

   When emailing, use the subject line: "Refund Request – [Your Order Number]" to help us locate your order quickly.

3. Step 3 — Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request photo evidence before making a determination.
4. Step 4 — Review and Decision: Once we have all the necessary information, we will review your case and notify you of our decision via email within 3–5 business days.
5. Step 5 — Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive your funds depends on your original payment method:

7. Partial Refunds

In certain situations, we may offer a partial refund rather than a full refund. Partial refunds may be appropriate when:

• Only a portion of the order was incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only one item in a multi-item order.
• The customer has already consumed a significant portion of the order before reporting the issue.
• A discount or promotional code was applied to the original order, and the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees are not included in a partial refund when the delivery was successfully completed.

The amount of a partial refund will be calculated based on the original price paid for the affected item(s) only, minus any applicable discounts or promotional deductions. Our team will clearly communicate the partial refund amount and reasoning when notifying you of our decision.

8. Exchange Policy

In many cases, we may offer a replacement or re-order as an alternative to a monetary refund. This option may be available when:

• Your order was prepared incorrectly and we are able to remake it promptly.
• An item was missing from your order and we can arrange for it to be delivered or held for pickup.
• A quality issue is reported and verified, and you prefer to receive a fresh replacement rather than a refund.

Exchanges or replacement orders are subject to availability and our operating hours. If a replacement cannot be arranged within a reasonable time due to kitchen capacity or distance constraints, we will default to processing a monetary refund.

Replacement orders will be treated with the same preparation standards as any new order. If you opt for a replacement, your eligibility for a monetary refund for that item is forfeited once the replacement has been delivered or picked up.

9. Cancellation Policy

We understand that plans change. Please review our cancellation terms carefully:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund will be issued, provided the kitchen has not yet begun preparing your order.
• Cancellation after preparation has begun: We are unable to cancel the order once preparation is underway. If the order was prepaid, store credit may be offered at our discretion.
• Delivery orders: Once a delivery driver has been dispatched with your order, cancellation is no longer possible and no refund will be issued.

9.2 Catering and Large Group Orders

• Catering or large orders (10 or more pizzas or equivalent) require at least 24 hours' notice for cancellation to receive a full refund.
• Cancellations made between 12–24 hours before the scheduled fulfillment time may be eligible for a 50% refund.
• Cancellations made less than 12 hours before the scheduled fulfillment time are generally non-refundable, as ingredients and labor will have already been committed.

To cancel an order, please contact us as soon as possible via email at [email protected] or through our website at pequodsclub.click.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If you believe your refund request was not handled correctly or fairly, you may request an escalation to a senior member of our team by replying to our email communication and clearly stating that you wish to escalate the matter. We will assign a senior team member to review your case within 3 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 you were incorrectly charged or did not receive the product or service you paid for. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and applicable consumer protection regulations for debit transactions. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving disputes amicably.

10.3 Consumer Protection Agencies

If your dispute remains unresolved, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — for state-level consumer protection concerns.
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States of America and the applicable laws of the state in which Pequod's Pizza operates. Any legal disputes that cannot be resolved through the above channels shall be subject to binding arbitration in accordance with applicable federal and state arbitration rules.

11. Special Circumstances

We recognize that unusual situations may arise that fall outside the standard categories described in this policy. In such cases, Pequod's Pizza reserves the right to make exceptions on a case-by-case basis, at our sole discretion, in the interest of fairness and good customer relations. Such exceptions do not constitute a waiver of this policy or a precedent for future cases.

Examples of special circumstances may include severe weather events affecting delivery, technical outages impacting the ordering system, or documented health concerns related to our food products.

12. Changes to This Refund Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. When we make material changes, we will update the "Last Updated" date at the top of this page. Your continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to us using the following contact details: