Refund Policy

1. Overview

At Pizza Ranch, we're committed to delivering exceptional food and service that exceeds your expectations. We understand that occasionally things don't go as planned, and we want to make it right. This refund policy outlines our commitment to customer satisfaction and the procedures we follow to ensure your dining experience is nothing short of amazing.

Our goal is to resolve any issues quickly, fairly, and with the level of care you deserve. Whether you're dining in, ordering takeout, or having food delivered, we stand behind the quality of our products and services.

2. Eligibility for Refunds

To ensure fairness and maintain the quality of our service, refund requests must meet certain criteria. We've designed these guidelines to be reasonable while protecting both our customers and our business.

Timeframe Requirements

• Immediate Issues: Food quality, temperature, or order accuracy problems must be reported within 2 hours of receipt
• Dine-in Service: Concerns must be raised before leaving the restaurant or within 24 hours
• Delivery Orders: Issues must be reported within 1 hour of delivery completion
• Catering Orders: Problems must be reported within 4 hours of scheduled delivery time

Required Documentation

• Original receipt or order confirmation number
• Photos of food quality issues (when applicable)
• Description of the specific problem encountered
• Contact information for follow-up communication

Valid Reasons for Refunds

• Incorrect order received (wrong items, missing ingredients, wrong size)
• Food quality issues (undercooked, overcooked, cold when should be hot)
• Food safety concerns (foreign objects, spoiled ingredients)
• Significant service delays beyond estimated time (over 30 minutes late)
• Order cancellation by Pizza Ranch due to ingredient unavailability

3. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and situations are not eligible for refunds to maintain fairness and operational efficiency.

Food Items

• Partially consumed food (more than 25% eaten)
• Food returned more than 2 hours after receipt
• Items refused due to personal taste preferences
• Custom orders that were prepared correctly as specified
• Beverages and sides (unless part of a larger order issue)

Services and Fees

• Delivery fees (unless order was not delivered or significantly delayed)
• Processing fees for online orders
• Third-party delivery service charges
• Gift card purchases (subject to separate gift card terms)
• Promotional or discounted items (unless defective)

Special Circumstances

• Orders affected by weather-related delays beyond our control
• Issues caused by incorrect address or contact information provided by customer
• Refusal to accept delivery when driver arrives
• Changes of mind after order preparation has begun

4. Refund Request Process

We've streamlined our refund process to be as simple and efficient as possible. Follow these steps to request a refund:

Step 1: Contact Us Immediately

As soon as you notice an issue, contact us using one of these methods:

• Call our customer service line: +75 827 173 6512
• Visit the restaurant location where you placed your order
• Email us at: [email protected]
• Use our website contact form for non-urgent issues

Step 2: Provide Required Information

Have the following information ready when you contact us:

• Order number or receipt
• Date and time of order
• Description of the issue
• Photos if applicable (food quality issues)
• Your preferred resolution (refund, replacement, credit)

Step 3: Issue Investigation

Our team will:

• Review your order details and history
• Investigate the reported issue
• Consult with kitchen staff if necessary
• Determine the appropriate resolution
• Contact you within 24 hours with our decision

Step 4: Resolution Implementation

Once approved, we will:

• Process your refund or provide agreed-upon resolution
• Send confirmation of the resolution
• Follow up to ensure your satisfaction
• Document the issue to prevent future occurrences

5. Refund Methods and Timeline

We process refunds using the most convenient method based on your original payment method and circumstances.

Refund Methods

• Credit Card: Refunded to original card within 3-5 business days
• Debit Card: Refunded to original card within 3-7 business days
• Cash Payment: Cash refund available immediately at restaurant location
• Gift Card: Store credit issued as gift card for future use
• Digital Wallet: Refunded to original payment method within 1-3 business days

Processing Timeline

• Immediate: Cash refunds at restaurant locations
• Same Day: Store credit and gift cards
• 1-3 Business Days: Digital wallet refunds
• 3-5 Business Days: Credit card refunds
• 5-10 Business Days: Bank transfers and checks (if applicable)

Refund Confirmation

You will receive confirmation of your refund via:

• Email receipt showing refund amount and method
• Transaction reference number for tracking
• Expected processing timeframe
• Customer service contact information for questions

6. Exchanges vs. Refunds

In many cases, an exchange or replacement may be more convenient than a refund. We're happy to work with you to find the best solution.

When We Recommend Exchanges

• Incorrect order that can be quickly corrected
• Food temperature issues that can be resolved by reheating
• Missing items from a larger order
• Preference for different menu items

Exchange Options

• Item Replacement: Same item prepared correctly
• Menu Substitution: Different item of equal or lesser value
• Store Credit: Credit for future orders with extended expiration
• Upgrade Compensation: Higher value item at no additional cost

Exchange Timeline

• Dine-in exchanges: Immediate preparation
• Takeout exchanges: Ready within 15-20 minutes
• Delivery exchanges: Re-delivered within 45 minutes
• Store credit: Available immediately for future use

7. Damaged or Defective Items

Food safety and quality are our top priorities. Items that are damaged, defective, or pose safety concerns receive immediate attention and full resolution.

Immediate Action Items

• Foreign objects found in food
• Signs of food spoilage or contamination
• Packaging damage that affects food safety
• Temperature abuse (hot food served cold, cold items warm)
• Cross-contamination concerns

Our Response Protocol

• Immediate: Full refund plus replacement meal
• Investigation: Review preparation and handling procedures
• Prevention: Implement measures to prevent recurrence
• Follow-up: Contact customer within 48 hours
• Compensation: Additional credit or vouchers for inconvenience

8. Contact Information for Refund Requests

Our customer service team is ready to help resolve any issues quickly and professionally. We offer multiple ways to reach us for your convenience.

Customer Service Hours

• Phone Support: Monday - Sunday, 9:00 AM - 11:00 PM
• Email Support: Responses within 24 hours
• In-Person: During restaurant operating hours
• Emergency Issues: Call anytime for food safety concerns

What to Include in Your Refund Request

• Your name and contact information
• Order date, time, and location
• Receipt number or order confirmation
• Detailed description of the issue
• Photos if applicable (quality issues)
• Your preferred resolution method

Last Updated: January 2026

This policy is subject to change. We will notify customers of any significant updates through our website and email communications.