Refund Policy

At Pizzana, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes in a fair and transparent manner.

Please read this policy carefully before placing an order through our website at pizzanapizza.click. By completing a purchase, you acknowledge that you have read, understood, and agreed to the terms set forth below.

1. Our Commitment to Customer Satisfaction

Pizzana takes pride in the quality of every item we prepare and deliver. Because our products are perishable food items made fresh to order, refund eligibility is evaluated on a case-by-case basis with consideration for health and safety standards, applicable United States consumer protection laws, and the specific circumstances of each order.

Our policy is governed by applicable federal and state consumer protection regulations, including guidelines set forth by the Federal Trade Commission (FTC) Act. Where applicable, state-specific laws such as the California Consumer Protection Act may also apply to eligible customers.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or order that does not match what you placed.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise not meeting reasonable quality standards.
• Allergic Ingredient Errors: You submitted an allergy note or special request at the time of ordering, and we failed to accommodate it, resulting in an allergen being present in your food.
• Significant Delivery Delay: Your order was delayed by more than 60 minutes beyond the estimated delivery window provided at checkout, through no fault of your own.
• Order Cancelled by Pizzana: We cancelled your order before fulfillment for any reason on our end, including unavailability of ingredients or operational disruptions.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

Refund eligibility is subject to verification. Pizzana reserves the right to request photographic evidence, order confirmation details, or other documentation before processing any refund.

3. Non-Refundable Items and Circumstances

The following situations are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the order was confirmed and preparation began.
• Dissatisfaction based on personal taste preferences, as long as the order was prepared correctly and as described.
• Delivery delays caused by circumstances beyond our control, including extreme weather conditions, traffic disruptions, or force majeure events.
• Incorrect delivery addresses provided by the customer at the time of ordering.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts were made.
• Promotional items, complimentary add-ons, or items received as part of a free offer or discount campaign.
• Refund requests submitted after the applicable timeframe specified in Section 4 of this policy.
• Gift cards or store credits once they have been redeemed or applied to an order.

4. Timeframes for Refund Requests

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

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

Follow these steps to submit a refund request with Pizzana:

1. Step 1 — Gather Your Order Information: Before contacting us, have your order confirmation number, date and time of the order, and the email address used at checkout ready for reference.
2. Step 2 — Document the Issue: If your claim involves food quality, missing items, or incorrect items, take clear photographs of the food received, the packaging, and any visible discrepancies. This documentation will help us process your request more quickly.
3. Step 3 — Contact Our Support Team: Reach out to us via email at [email protected] or through the contact form available on our website at pizzanapizza.click. In your message, include:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Any relevant photographs or documentation
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up for additional information or clarification.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund amount and the method through which it will be returned. Refunds are typically issued to the original payment method.

6. Refund Processing Times by Payment Method

Approved refunds will be processed as follows, depending on the original payment method used:

Please note that while Pizzana processes refunds promptly upon approval, your financial institution or payment provider may impose additional delays beyond our control. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain circumstances, Pizzana may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was received correctly and in good condition.
• A food quality issue affected only one item out of a multi-item order.
• A delivery delay only partially impacted the order (e.g., some items were received warm and in acceptable condition while others were not).
• A discount, coupon, or promotional code was applied to the original order — the refund amount will reflect the actual amount paid after the discount.
• Delivery fees and applicable taxes may be non-refundable in cases where the food itself was delivered but a minor issue was identified with one item.

The exact amount of any partial refund will be communicated to you in writing before processing.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, Pizzana does not offer direct exchanges in the traditional sense. However, in situations where an incorrect item was delivered, we will make every effort to:

• Re-prepare and re-deliver the correct item as soon as reasonably possible, subject to our kitchen hours and delivery availability.
• Offer a store credit equivalent to the value of the incorrect item, which can be applied to a future order.
• Provide a partial or full refund if re-delivery is not feasible or if the customer prefers this resolution.

Exchanges or re-deliveries must be requested within 2 hours of the original delivery. Requests made after this window may be resolved through store credit or a refund at our discretion.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while respecting the operational realities of a fresh food business.

9.1 Cancellation Before Preparation Begins

If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparation, you are entitled to a full refund to your original payment method. To cancel, contact us immediately via email at [email protected] or call us directly. Please reference your order number in any cancellation communication.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellation may not be possible. In these cases:

• If the order has not yet been dispatched for delivery, we will evaluate the cancellation request on a case-by-case basis and may offer a partial refund or store credit.
• If the order has already been dispatched for delivery, cancellation is no longer possible and no refund will be issued unless a qualifying issue is identified upon receipt.

9.3 Pizzana-Initiated Cancellations

If Pizzana cancels your order for any reason — including ingredient unavailability, system errors, or operational disruptions — you will receive a full refund automatically within the applicable processing timeframe for your payment method. We will also notify you promptly via email or phone.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you may escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Include a detailed explanation of why you believe the initial resolution was incorrect or insufficient. A senior member of our customer service team will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to initiate a chargeback through your credit card issuer or bank if you believe you have been wrongly charged. However, we strongly encourage you to contact us first to attempt resolution directly, as chargebacks can result in delays and may affect your ability to use our services in the future.

10.3 FTC and Consumer Protection Agencies

Consumers also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their respective state consumer protection office if they believe their consumer rights have been violated.

10.4 Governing Law

This Refund Policy and any disputes arising from it are governed by the laws of the United States of America. Any legal disputes that cannot be resolved informally shall be subject to binding arbitration or adjudication in a jurisdiction appropriate to the customer's location, unless otherwise required by applicable law.

11. Special Circumstances and Goodwill Gestures

Pizzana reserves the right to offer store credits, complimentary items, or other goodwill gestures at its sole discretion in situations that fall outside the standard eligibility criteria outlined in this policy. Such offers do not create any precedent or obligation for future refund requests and are provided purely as an expression of our commitment to customer satisfaction.

12. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzanapizza.click with a revised effective date. Continued use of our services after any such 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 Refund Requests

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

This Refund Policy was last updated on March 25, 2026. For archived versions of this policy, please contact us directly at [email protected].