Refund Policy

At Pizza Ranch, customer satisfaction is at the heart of everything we do. We want every order, every meal, and every experience to meet your expectations. This Refund Policy outlines the terms and conditions under which we accept refund requests, issue credits, process exchanges, and handle cancellations. Please read this policy carefully before placing your order.

By placing an order through our website pizzaranch-eat.digital or any of our affiliated ordering channels, you agree to be bound by 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.

1. Our Commitment to Quality

Pizza Ranch is committed to delivering fresh, high-quality food with every order. We take great care in preparing each item to meet our quality standards. However, we understand that issues may occasionally arise. When they do, we are committed to resolving them fairly, promptly, and professionally.

We encourage all customers to review their orders upon receipt. If you notice any issues — such as incorrect items, missing items, quality concerns, or delivery problems — please contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered.
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergic Reactions / Ingredient Errors: Your order contained an ingredient you specifically requested to be omitted due to dietary restrictions or allergies (where such a request was clearly documented on your order).
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Failed Delivery: Your delivery order was never delivered, and no satisfactory resolution was provided by the delivery partner.
• Cancelled Orders: An order was cancelled by Pizza Ranch due to unavailability of items or operational issues.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the following timeframes:

Requests made outside these timeframes will generally not be eligible for a refund, except in cases of billing errors, which may be reviewed on a case-by-case basis.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds:

• Change of Mind: Orders placed correctly but refused because you changed your mind after preparation has begun are not eligible for a refund.
• Customized Orders: Items made to your specific customization (special toppings, modifications, or builds) are non-refundable unless there was an error on our part.
• Consumed Food: Refunds will not be issued for food that has been substantially consumed, except in cases of documented quality or health concerns.
• Promotional and Discounted Items: Items purchased using promotional codes, special discounts, or as part of limited-time deals may have limited or no refund eligibility.
• Delivery Fees: Delivery fees are non-refundable unless the delivery failure was solely the fault of Pizza Ranch or its contracted delivery service.
• Gift Cards and Credits: Gift card purchases and store credits issued as a courtesy are non-refundable and cannot be exchanged for cash.
• Catering Orders (after preparation begins): Large catering orders that have already entered the preparation stage are non-refundable.

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

If you believe you are entitled to a refund, follow these steps to submit your request:

1. Gather Your Information: Locate your order confirmation number, the date and time of your order, and the specific items in question. Take clear photographs of any food quality issues, incorrect items, or packaging problems.
2. Contact Us Directly: Reach out to our customer support team via email at [email protected] or through the contact form on our website pizzaranch-eat.digital.
3. Provide Required Details: Include your full name, order number, contact email address, a detailed description of the issue, and any supporting photos or evidence.
4. Await Confirmation: Our team will send you an acknowledgment within 1 business day confirming receipt of your request.
5. Review Process: Our customer service team will review your request, which may involve follow-up questions. We aim to complete all reviews within 3–5 business days.
6. Resolution Notification: Once a decision has been made, we will contact you via email with the outcome and, if applicable, details regarding your refund, store credit, or replacement.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

Please note that processing times may vary depending on your financial institution. Pizza Ranch is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some situations, a partial refund may be granted rather than a full refund. Conditions under which partial refunds may apply include:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before the quality issue was identified.
• A substitute item of lesser value was provided without prior consent.
• A coupon or discount was applied to the original order that reduces the refundable amount.
• The delivery was significantly delayed but the order was ultimately received.

Partial refund amounts will be calculated based on the price of the affected items, minus any applicable discounts or fees. Our customer service team will communicate the specific partial refund amount to you during the resolution process.

8. Exchange Policy

In many cases, we prefer to offer a replacement or exchange rather than a monetary refund, as this allows us to correct the mistake quickly and ensure you receive your meal. Our exchange policy is as follows:

• Incorrect Items: If you received a wrong item, we will remake and deliver or make available for pickup the correct item at no additional charge, subject to availability.
• Missing Items: We will deliver the missing item or issue a store credit equivalent to the value of the missing item.
• Quality Issues: If your food did not meet our quality standards, we will offer to remake the item or issue a refund or store credit at your preference.

Exchanges are subject to product availability. If an item is no longer available, a store credit or monetary refund of equivalent value will be issued. Exchanges must be requested within the same timeframes outlined in Section 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of fresh food preparation.

9.1 Customer-Initiated Cancellations

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it, and before our kitchen has begun preparation, you are eligible for a full refund.
• After Preparation Has Begun: If food preparation has already started, cancellations are generally not eligible for a monetary refund. In some cases, a store credit may be offered at our discretion.
• Scheduled Orders: For orders scheduled in advance, cancellations must be made at least 1 hour before the scheduled preparation time to be eligible for a full refund.

9.2 Pizza Ranch-Initiated Cancellations

In the event that we must cancel your order due to ingredient unavailability, equipment failure, or other operational reasons, you will receive a full refund to your original payment method, plus we will notify you as promptly as possible via phone or email.

9.3 Catering Order Cancellations

Catering orders require a longer lead time to prepare. The following cancellation terms apply to catering orders:

• More than 48 hours before the scheduled event: Full refund
• 24–48 hours before the scheduled event: 50% refund
• Less than 24 hours before the scheduled event: No refund

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we want to make sure you have a clear path to escalation and resolution.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the decision, you may request an escalation by emailing [email protected] with the subject line: "Refund Dispute – Escalation Request." A senior customer service representative or manager will review your case within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you have the right to dispute charges with your credit card issuer or bank if you believe a charge was made in error and we have failed to resolve the matter. We encourage you to exhaust our internal resolution process before initiating a chargeback, as this allows us the opportunity to make things right directly.

10.3 FTC and Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General's office for additional assistance.

10.4 Informal Resolution

We strongly encourage all disputes to be resolved through direct communication. Most issues can be addressed quickly and fairly through open dialogue with our team. We are committed to treating all customers with respect and working toward a mutually satisfactory resolution.

11. Special Circumstances

We recognize that life is unpredictable. Pizza Ranch will consider refund requests outside of the standard conditions in the following special circumstances:

• Health and Safety Concerns: If you experienced adverse health effects that you believe were caused by our food, please contact us immediately. We take all such reports seriously and will work with you to address the situation, which may include a full refund and an internal food safety review.
• Natural Disasters or Emergencies: If an emergency prevents you from using or receiving your order, please contact us and we will work with you on a case-by-case basis.
• Technical Errors: If a website glitch caused a duplicate order or incorrect charge, we will resolve the issue promptly and issue a full refund for the erroneous charge.

12. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzaranch-eat.digital. We encourage you to review this policy periodically. Continued use of our website and ordering services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, exchanges, cancellations, or dispute-related questions, please reach out to our customer support team using the contact details below. We are here to help and aim to respond to all inquiries promptly.

This Refund Policy was last updated on May 14, 2026. Pizza Ranch operates in accordance with applicable United States federal and state consumer protection regulations, including those enforced by the Federal Trade Commission (FTC).