Refund Policy

At Dewey's Pizza, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food and service. This Refund Policy outlines the terms and conditions under which we accept refund requests, process cancellations, and resolve disputes. Please read this policy carefully before placing your order.

By placing an order through our website meals-deweys.click or through any of our affiliated ordering channels, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state regulations.

1. Our Commitment to Customer Satisfaction

Dewey's Pizza believes that every customer deserves to enjoy a fresh, high-quality meal prepared to their specifications. If something goes wrong with your order — whether it is a missing item, an incorrect preparation, or a quality issue — we want to make it right. Our team is dedicated to resolving any concerns quickly, fairly, and transparently.

We encourage all customers to reach out to us as soon as possible after receiving their order if they experience any problems. Prompt communication allows us to investigate the issue effectively and offer the most appropriate resolution.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund or partial refund from Dewey's Pizza, one or more of the following conditions must be met:

• Your order arrived with one or more items missing from the confirmed order summary.
• You received an item that was significantly different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• The food arrived in an unacceptable condition, such as undercooked, spoiled, or contaminated.
• You experienced a significant and documented delay in delivery beyond the estimated delivery window, resulting in food that was no longer safe or enjoyable to consume.
• A technical error on our website or ordering platform caused you to be charged incorrectly or more than once for the same order.
• Your order was confirmed but never received due to a fault on our part or our delivery partner's part.

Refunds will not be granted based solely on personal preference after the food has been prepared and delivered as ordered. We reserve the right to review each refund request on a case-by-case basis and may request photographic evidence or additional information to support your claim.

3. Timeframes for Refund Requests

Timeliness is critical when it comes to food-related refund requests. Because food is a perishable product, we require that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us without delay if there is a problem.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any condition. The following are considered non-refundable:

• Delivery fees: Delivery fees paid at the time of order are non-refundable unless the delivery was never completed due to our error.
• Service charges and platform fees: Any applicable service charges or platform convenience fees are non-refundable once an order has been confirmed and entered into preparation.
• Correctly fulfilled orders: If your order was prepared and delivered exactly as specified and within the estimated timeframe, no refund will be issued based on a change of mind or personal preference.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, bundle deal, or using a discount code may not be eligible for a full refund. Partial refunds may apply depending on the circumstances.
• Gift cards and promotional credits: These are non-refundable and cannot be exchanged for cash.
• Custom special orders: Orders that require special preparation outside our standard menu, where preparation has already begun, are not eligible for cancellation or refund.

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

To submit a refund request, please follow the steps outlined below. Providing complete and accurate information will help us process your request as quickly as possible.

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of the order, and the items in question ready before contacting us.
2. Step 2 — Document the Issue: If possible, take clear photographs of the incorrect or unsatisfactory items. Visual documentation greatly assists our team in assessing the validity of your claim and expediting resolution.
3. Step 3 — Contact Our Customer Support Team: Reach out to us through one of the following channels within the applicable timeframe:
   • Email: [email protected]
   • Website: meals-deweys.click
4. Step 4 — Provide a Description of the Issue: In your message, clearly describe the problem with your order. Include your order number, the specific items affected, and how you would like the issue resolved (refund, replacement, or store credit).
5. Step 5 — Attach Supporting Evidence: Attach any photographs or screenshots that support your claim. Include a copy of your order confirmation if available.
6. Step 6 — Await Our Response: Our customer support team will review your request and respond within 1–2 business days. We may follow up with additional questions before issuing a decision.
7. Step 7 — Receive Your Resolution: Once your refund request has been approved, we will initiate the refund or provide the agreed-upon resolution. You will receive a confirmation email with the details of the outcome.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account will vary depending on your original payment method. The following estimated timelines apply:

Please note that while we initiate refunds promptly upon approval, the actual time the funds appear in your account is determined by your bank or financial institution and is outside of our control. If you do not see your refund after the estimated timeframe, we recommend contacting your bank or payment provider for further assistance.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following circumstances:

• Only one or a few items in a multi-item order were incorrect or missing, while the remainder of the order was fulfilled correctly.
• The food quality issue affected only part of the order.
• A delivery delay occurred but the food was ultimately received and was in acceptable condition.
• A promotional discount or coupon was applied to the original order, and the refund will be calculated based on the actual amount paid rather than the full menu price.
• The customer consumed a portion of the order before identifying the issue, in which case a refund for the consumed portion may not be issued.

The amount of any partial refund will be determined by Dewey's Pizza based on the nature and extent of the issue. We will communicate the proposed partial refund amount to you before processing, and you will have the opportunity to accept or escalate the resolution through our dispute process.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning one item for another) are generally not possible for delivered orders. However, Dewey's Pizza does offer the following alternatives in lieu of an exchange:

• Replacement Order: If you received an incorrect item and it is still within the appropriate timeframe, we may, at our discretion, prepare and send a replacement item at no additional cost to you. Replacement orders are subject to our kitchen's current capacity and delivery availability.
• Store Credit: Instead of a cash refund, we may offer store credit equivalent to the value of the affected items. Store credits are applied directly to your account and can be used on any future order placed through our platform.
• Menu Substitution: If a requested item is unavailable or out of stock at the time of preparation, our team will contact you to offer a suitable substitute before finalizing your order.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because our kitchen begins preparing orders shortly after confirmation, our ability to cancel an order depends on the timing of your request.

9.1 Cancellation Within 5 Minutes of Order Placement

If you contact us within 5 minutes of placing your order and your order has not yet entered the preparation stage, we will cancel your order and issue a full refund to your original payment method.

9.2 Cancellation After Order Has Entered Preparation

Once your order has been confirmed and is actively being prepared in our kitchen, we are unable to guarantee a cancellation. In this case:

• We may offer store credit for the full order value.
• A partial refund may be issued at our discretion depending on the stage of preparation.
• The delivery fee and any service charges will not be refunded.

9.3 Order Already Out for Delivery

If your order is already with a delivery driver and en route to your address, cancellations are no longer possible. You may contact us after delivery if you experience any issues with the order.

9.4 Dewey's Pizza-Initiated Cancellations

In rare cases, we may need to cancel an order due to ingredient unavailability, staffing issues, equipment failure, or circumstances beyond our control. In such cases, you will be notified promptly and will receive a full refund to your original payment method within the applicable processing timeframe.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

First, we ask that you contact our customer support team and clearly state that you wish to escalate your case. Your complaint will be reviewed by a senior member of our customer experience team, who will aim to provide a final resolution within 3 to 5 business days.

10.2 Written Complaint

You may submit a formal written complaint via email to [email protected] with the subject line: "Formal Dispute — [Your Order Number]". Please include all relevant details, supporting documentation, and your preferred resolution. We will acknowledge receipt of your complaint within 2 business days and provide a written response within 7 business days.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, either party may elect to pursue mediation through a neutral third-party mediator. The costs of mediation shall be shared equally between the parties unless otherwise agreed. Mediation shall take place in the state in which Dewey's Pizza is registered to do business.

10.4 Consumer Protection Agencies

Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your applicable state attorney general's office if you believe your consumer rights have been violated. California residents may also file complaints under the California Consumer Protection Act (CCPA/CPRA) where applicable.

10.5 Chargeback Rights

Nothing in this Refund Policy is intended to limit your rights to initiate a chargeback with your bank or credit card issuer where permitted by law. However, we request that you contact us first and allow us the opportunity to resolve the matter directly before initiating a chargeback, as fraudulent or unjustified chargebacks may result in the suspension of your account.

11. Abuse of Refund Policy

Dewey's Pizza is committed to treating all customers fairly. However, we reserve the right to deny refund requests and/or suspend accounts that show a pattern of refund abuse, including but not limited to:

• Repeatedly requesting refunds without valid cause.
• Submitting false or fabricated complaints or photographic evidence.
• Initiating chargebacks without first contacting us to resolve the issue.
• Exploiting promotional offers or refund policies in bad faith.

We take the integrity of our refund process seriously and will investigate all suspected cases of misuse.

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at meals-deweys.click. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to contact our customer support team. We are here to help and are committed to resolving your concerns promptly.

This policy was last reviewed and updated on June 24, 2026. All rights reserved — Dewey's Pizza © 2026.