Refund Policy

At Punch Pizza, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website cafepunch.click or at any of our locations, you agree to the terms described in this policy.

We understand that issues can occasionally arise with food orders, and we take every concern seriously. Please read this policy carefully before making a purchase.

1. Eligibility for Refunds

Punch Pizza considers refund requests on a case-by-case basis. To be eligible for a refund, the following general conditions must be met:

• The item received was significantly different from what was ordered (wrong item, wrong size, incorrect toppings, etc.).
• The food was undercooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• The order was never received due to a delivery failure on our part or our delivery partner's part.
• A duplicate charge was made to your payment method for the same order.
• The order was cancelled within the eligible cancellation window (see Section 8 below).
• A verifiable technical error during the online ordering process resulted in an incorrect charge.

Refunds will not be granted for the following reasons:

• A change of mind after the order has been prepared or delivered.
• Dissatisfaction with taste or flavor preferences that were correctly prepared according to your order specifications.
• Orders that were consumed or substantially consumed before a complaint was made.
• Failure to pick up a ready order within the designated hold time.
• Issues caused by incorrect delivery address information provided by the customer.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please observe the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are discovered.

3. Non-Refundable Items and Services

Certain items and charges are non-refundable under our policy. These include:

• Delivery fees: Third-party delivery fees and service charges are non-refundable unless the delivery failure was entirely caused by Punch Pizza or our delivery partner.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discount offers are non-refundable unless the item itself was defective or incorrect.
• Gift cards and loyalty points: Gift card purchases and redeemed loyalty rewards are non-refundable.
• Correctly fulfilled custom orders: Specialty orders that were accurately prepared according to customer specifications are not eligible for a refund based on personal preference.
• Service charges and taxes: Applicable state and local taxes, as well as any mandatory service charges, are non-refundable.
• Tips: Gratuity added to an order is non-refundable.

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

If you believe you are eligible for a refund, please follow the steps outlined below:

1. Step 1 – Gather Your Order Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence if applicable (e.g., wrong item, food quality issue)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafepunch.click
3. Step 3 – Submit Your Request: Clearly state that you are requesting a refund and provide all relevant information gathered in Step 1. Attach any supporting photos or documentation.
4. Step 4 – Await Acknowledgment: Our team will acknowledge your request within 1–2 business days of receiving it.
5. Step 5 – Review and Decision: We will review your request and may contact you for additional information. A decision will be communicated within 3–5 business days.
6. Step 6 – Refund Processing: If approved, your refund will be processed according to the payment method timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. Please refer to the following schedule:

Please note that while Punch Pizza processes approved refunds promptly, the actual timeline for funds to appear in your account is also subject to your bank's or payment provider's internal processing times, which are outside of our control.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• A specific item within a combo or meal deal was defective, but the remainder of the order was fulfilled correctly.
• An order was partially consumed before the issue was reported, and the remaining uneaten portion was deemed defective.
• A delivery was partially completed with some items missing that could not be recovered.
• A discount or promotional reduction applies to the item in question, limiting the refundable amount.

The amount of a partial refund will be determined at the sole discretion of Punch Pizza's customer service team based on the nature and extent of the issue. We will always endeavor to offer a fair and reasonable resolution.

7. Exchange Policy

In lieu of a monetary refund, Punch Pizza may offer an exchange or replacement in the following circumstances:

• An incorrect item was delivered, and the correct item can be prepared and delivered within a reasonable timeframe.
• An item was found to be defective or of unacceptable quality, and a replacement can be sent promptly.
• The customer prefers a replacement over a refund for a qualifying issue.

Exchanges and replacements are subject to:

• Availability of the requested item at the time of the exchange request.
• The customer's location being within our standard delivery zone, or the customer being able to pick up in-store.
• The original issue being reported within the timeframes outlined in Section 2.

If a replacement cannot be provided due to item unavailability or logistical constraints, a full or partial monetary refund will be offered instead.

8. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited:

Online Orders

• Cancellations must be requested within 5 minutes of order placement for a full refund.
• Once your order has entered the preparation stage, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• Orders that have been dispatched for delivery cannot be cancelled.

In-Store Orders

• In-store orders may be cancelled before preparation has begun. Please inform a staff member immediately if you wish to cancel.
• Once preparation has commenced, cancellations cannot be accepted for in-store orders.

Pre-Orders and Catering Orders

• Pre-orders and catering orders may be cancelled up to 48 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made between 24–48 hours in advance may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable due to the resources already allocated.

To cancel an order, please contact us immediately at [email protected] or visit cafepunch.click.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow our internal dispute resolution process before pursuing external remedies.

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may escalate your complaint by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our customer service team will review your case within 5 business days.

Step 2: Mediation

If the internal escalation does not result in a satisfactory resolution, both parties may agree to engage in good-faith mediation. Punch Pizza is committed to resolving disputes in a fair and transparent manner.

Step 3: Chargeback / Payment Dispute

If you have exhausted our internal process and believe an unauthorized or incorrect charge was made, you may contact your bank or credit card issuer to initiate a chargeback. Please note that initiating a chargeback without first following our internal process may result in a delay in resolution and could affect your ability to use our services in the future.

Step 4: Consumer Protection Agencies

As a business operating in the United States, our practices are governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10. Chargebacks and Fraud Prevention

Punch Pizza takes fraudulent refund claims and unauthorized chargebacks seriously. If a chargeback is filed without a valid reason or without first contacting our customer service team, we reserve the right to:

• Contest the chargeback with supporting evidence of the transaction and order fulfillment.
• Suspend or terminate the account associated with fraudulent activity.
• Refuse future orders from the individual in question.

We ask all customers to act in good faith and contact us first before filing a chargeback, as most issues can be resolved quickly and amicably through direct communication.

11. Changes to This Refund Policy

Punch 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 cafepunch.click. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or billing disputes, please reach out to us using the contact information below. Our customer service team is ready to assist you and committed to resolving your concerns as quickly as possible.

When contacting us, please include your order number, the nature of your request, and any relevant supporting documentation to help us assist you efficiently.