Refund Policy

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

1. Our Commitment to Quality

Pequod's Pizza takes pride in crafting high-quality food products for our customers. We understand that occasionally an order may not meet your expectations due to preparation errors, quality concerns, or fulfillment issues. This Refund Policy has been established to ensure that every customer is treated fairly and that any legitimate concerns are resolved promptly and professionally.

We encourage all customers to review their orders upon receipt and to contact us as soon as possible if there is an issue. Our team is ready to assist you and find the most appropriate resolution for your situation.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state laws in the jurisdiction where the transaction occurred.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following general conditions must be met:

• Your request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The issue must be directly related to a verifiable error made by Pequod's Pizza, such as an incorrect item, missing item, food safety concern, or significant quality defect.
• You must provide sufficient documentation or description of the issue, including your order number, date and time of the order, and a clear explanation of the problem.
• For online or phone orders, the refund request must be submitted by the individual or account holder who placed the original order.
• The refund request must not fall under the non-refundable categories outlined in Section 5 of this policy.

2.1 Situations That Qualify for a Refund

The following situations are typically considered eligible for a refund or remedy:

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern effectively. The following timeframes apply to all refund requests:

• Delivery and Carryout Orders: Refund requests must be submitted within 2 hours of receiving your order. This short window exists because Pequod's Pizza products are perishable food items.
• Online or Phone Order Cancellation: Orders may be cancelled and fully refunded only if the cancellation request is submitted before food preparation begins. Once preparation has begun, cancellations may not be eligible for a full refund.
• Billing Errors or Duplicate Charges: Billing disputes must be reported within 30 days of the transaction date.
• Allergy or Food Safety Concerns: These issues should be reported immediately upon discovery. We take food safety matters with the utmost seriousness and will investigate promptly.

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

Follow the steps below to submit a refund request to Pequod's Pizza:

1. Step 1 – Gather Your Order Information
   Before contacting us, have the following information ready: your full name, order number or confirmation number, date and time of the order, the item(s) in question, and a description of the issue. If possible, take a photograph of the item to support your claim.
2. Step 2 – Contact Pequod's Pizza
   Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: pequodsclub.rest
   Please use the subject line "Refund Request – [Your Order Number]" when submitting via email to help us locate your order quickly.
3. Step 3 – Submit Your Documentation
   Provide all relevant details, including a description of the issue and any photos or screenshots that support your claim. The more information you provide, the faster we can resolve your request.
4. Step 4 – Await Confirmation
   Our team will acknowledge receipt of your refund request within 1–2 business days. We may follow up with additional questions if necessary.
5. Step 5 – Resolution
   Once your request has been reviewed and approved, we will issue the appropriate remedy — whether a full refund, partial refund, replacement item, or store credit — and notify you of the outcome via email.

5. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that were prepared and delivered correctly as requested by the customer.
• Refund requests based solely on personal taste preferences or changes in appetite.
• Orders where the customer provided incorrect delivery information, resulting in failed delivery.
• Items that were consumed in full prior to a complaint being submitted, unless a food safety issue is reported.
• Requests submitted beyond the applicable timeframes outlined in Section 3.
• Promotional or complimentary items provided at no charge.
• Gift cards or store credit already applied to a transaction.
• Delivery fees are non-refundable unless the order was not delivered or was cancelled before dispatch.
• Applicable taxes charged on completed transactions are non-refundable except in cases where a full order refund is issued.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following timeframes for the refund to reflect in your account:

Please note that these timeframes represent the time from our approval of the refund to the time it may appear in your account. Pequod's Pizza is not responsible for delays caused by your financial institution's internal processing procedures.

7. Partial Refunds

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

• When only one or a few items from a larger order were incorrect or missing, and the remainder of the order was fulfilled correctly.
• When a food quality issue affected only a portion of the order.
• When a customer has partially consumed an order and reports an issue with the remaining portion.
• When a promotional discount was applied at the time of purchase; the refund will reflect the discounted amount paid rather than the full menu price.

The amount of a partial refund will be determined by our team based on a fair evaluation of the circumstances and the value of the affected portion of the order.

8. Exchange Policy

Pequod's Pizza does not offer traditional product exchanges in the same manner as retail merchandise; however, we do offer the following remedies as alternatives to monetary refunds:

• Replacement Item: If an incorrect item was delivered, we will prepare and deliver the correct item as soon as possible, subject to availability and operating hours.
• Store Credit: In lieu of a monetary refund, customers may opt to receive store credit in the equivalent amount, which can be applied toward a future order at Pequod's Pizza.
• Re-Order Discount: In some cases, we may offer a discount on a future order as a goodwill gesture for inconvenience caused.

Exchanges and replacements are offered at the sole discretion of Pequod's Pizza and are subject to the same eligibility requirements as monetary refunds.

9. Cancellation Policy

Orders placed through our website or by phone are processed quickly to ensure fresh preparation and timely delivery. As a result, our cancellation window is limited.

9.1 Online and Phone Orders

• Before Preparation Begins: If you need to cancel your order, please contact us immediately at [email protected]. If food preparation has not yet begun, we will cancel your order and issue a full refund.
• After Preparation Has Begun: Once our kitchen has begun preparing your order, cancellation may not be possible, and refunds may not be issued for the prepared items. Delivery fees paid may also be non-refundable at this stage.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. If you are not present to receive the delivery, please contact us, and we will attempt to resolve the situation on a case-by-case basis.

9.2 Catering and Large Group Orders

For catering orders or large group orders placed in advance, the following cancellation terms apply:

• Cancellations made more than 48 hours before the scheduled order time: Full refund issued.
• Cancellations made between 24 and 48 hours before the scheduled order time: Up to 50% refund at our discretion.
• Cancellations made less than 24 hours before the scheduled order time: Refunds may not be available, as ingredients and preparation resources have been committed.

10. Dispute Resolution Process

We aim to resolve all refund concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, please follow the dispute resolution process outlined below:

1. Step 1 – Internal Escalation: If your initial refund request was not resolved to your satisfaction, please reply to your original email thread or send a new message to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Request that your case be escalated to a senior team member for further review.
2. Step 2 – Good Faith Negotiation: Our management team will review your dispute and contact you within 3–5 business days to discuss possible resolutions. We are committed to reaching a fair outcome for all parties involved.
3. Step 3 – Chargeback Through Your Bank: If we are unable to reach a mutually satisfactory resolution, you have the right to dispute the charge through your bank or credit card issuer by initiating a chargeback. This is a consumer right protected under the Fair Credit Billing Act (FCBA) for credit card transactions. Please note that initiating a chargeback without first contacting us may result in a delay in resolution.
4. Step 4 – Consumer Protection Resources: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's consumer protection agency if you believe your consumer rights have been violated.

11. Food Safety and Health Concerns

If you have experienced a food safety issue, allergic reaction, or health concern related to a Pequod's Pizza product, please contact us immediately. These matters are treated with the highest priority and are handled separately from standard refund procedures.

In addition to pursuing a refund or remedy through our standard process, you may also report food safety issues to your local health department or the U.S. Food and Drug Administration (FDA) at fda.gov/safety/report-problem-fda.

12. Modifications to This Refund Policy

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pequodsclub.rest. The date at the top of this page will reflect the most recent update. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our team is dedicated to resolving your concerns in a timely and professional manner.

This Refund Policy was last updated on June 24, 2026, and applies to all transactions made through Pequod's Pizza via our website, phone orders, or in-person purchases. This policy does not limit any statutory rights you may have under applicable United States federal or state consumer protection laws.