Refund Policy

At Pizza Ranch, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can arise, and we want to ensure that every customer is treated fairly. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, and explains how to request them. By placing an order through our website ranchs-pizza.digital or any other channel, you agree to the terms described in this policy.

1. Our Commitment to Customer Satisfaction

Pizza Ranch takes pride in preparing fresh, made-to-order food. Because our products are perishable and customized to each customer's specifications, our refund policy is designed to balance fairness with the practical realities of food service. We encourage all customers to review their orders carefully before submitting them and to contact us promptly if any issue arises.

We comply with all applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) Act, which prohibit unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Missing Items: One or more items listed on your receipt or order confirmation were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you specifically noted a food allergy or dietary restriction and the order was prepared incorrectly, you may be eligible for a refund. Please note that we cannot guarantee a completely allergen-free environment.
• Late Delivery: If a delivery was significantly delayed beyond the estimated time and the food quality was compromised as a result.
• Duplicate Charges: If you were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

To ensure a timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be honored at our discretion. We strongly encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are not eligible for a refund:

• Orders that have been partially or fully consumed without a valid complaint at the time of consumption.
• Food items that were prepared correctly but the customer simply changed their mind after receiving the order.
• Custom or specially requested modifications that were fulfilled as directed.
• Delivery fees, service fees, or platform-specific fees charged by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) — these must be disputed directly with the respective platform.
• Promotional items, complimentary products, or items received as part of a discount that was not paid for.
• Orders placed through third-party platforms that are subject to the refund policies of those platforms.
• Gift cards or store credit once issued or redeemed.
• Catering deposits once preparations have commenced.

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

Follow the steps below to submit a refund request with Pizza Ranch:

1. Gather Your Information: Have the following details ready before reaching out:
   • Your full name and contact information
   • Order number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos of the food or packaging, if applicable
2. Contact Us: Reach out to our customer service team using one of the methods below:
   • Email: [email protected]
   • Website: ranchs-pizza.digital
3. Submit Your Request: Clearly state in your message that you are requesting a refund, describe the issue in detail, and attach any supporting documentation or photos.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and the expected processing timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds on our end promptly, the actual time for the funds to appear in your account depends on your financial institution. Pizza Ranch is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following cases:

• Only a portion of the order was incorrect or of poor quality.
• Some items from the order were consumed before the issue was reported.
• A discount, coupon, or promotional offer was applied to the original order, and the refund will be calculated based on the amount actually paid.
• The order included a combination of refundable and non-refundable items.
• A delivery fee or other service charge is non-refundable, but the cost of the food items is eligible for a refund.

The specific amount of any partial refund will be communicated to you clearly before processing. You may accept the partial refund or escalate the matter through our dispute resolution process outlined in Section 10.

8. Exchange Policy

In lieu of a monetary refund, Pizza Ranch may offer to remake or replace an order under the following conditions:

• The incorrect or unsatisfactory item is reported within the eligible timeframe (see Section 3).
• The replacement is requested for the same item or an item of equal or lesser value.
• The customer is able to return (for in-store orders) or provide evidence (for delivery orders) of the defective or incorrect item.

Exchanges are subject to availability. If the requested item is no longer available, a store credit or monetary refund will be issued instead. We strive to resolve all exchange requests in a timely manner so that you are not left without a meal.

9. Cancellation Policy

Because Pizza Ranch prepares food fresh and to order, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

• Orders may be canceled for a full refund within 5 minutes of placement, provided that food preparation has not yet begun.
• Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately by phone or email with your order number.

9.2 Catering Orders

• Catering orders canceled 72 hours or more before the scheduled event will receive a full refund.
• Catering orders canceled between 24 and 72 hours before the event will receive a 50% refund, as preparation and sourcing of ingredients may have already begun.
• Catering orders canceled less than 24 hours before the event are non-refundable.

9.3 Pre-Orders and Scheduled Orders

• Pre-orders or future-dated scheduled orders may be canceled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made within 2 hours of the scheduled preparation time are subject to a cancellation fee equal to 50% of the order total.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Ranch offers a structured dispute resolution process to ensure your concerns are addressed fairly and efficiently.

Step 1: Internal Review

Contact our customer service team at [email protected] to formally request an internal review of your case. Please include all prior correspondence and any new evidence. Our management team will review the case and respond within 3–5 business days.

Step 2: Escalation to Management

If the internal review does not resolve the issue to your satisfaction, you may request escalation to a senior manager. We will work with you in good faith to find a fair resolution.

Step 3: Mediation

If an agreement cannot be reached through direct communication, both parties may agree to engage in voluntary mediation through a neutral third-party mediator. Costs of mediation, if any, will be shared equally between both parties unless otherwise agreed.

Step 4: Legal Remedies

Nothing in this policy limits your rights under applicable federal or state law. Customers in the United States retain all rights afforded to them under the Federal Trade Commission Act and applicable state consumer protection laws. You may also file a complaint with your state's Attorney General's office or the FTC at www.ftc.gov.

Chargeback Notice

If you initiate a chargeback with your bank or credit card company without first contacting Pizza Ranch to attempt a resolution, we reserve the right to dispute the chargeback and provide relevant order documentation to the financial institution. We encourage customers to work with us directly, as this is typically the fastest path to resolution.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any similar service, the refund policy of that platform may apply in addition to or instead of this policy. Pizza Ranch is not responsible for issues arising from the delivery or handling of food by third-party couriers. For such issues, please contact the respective platform directly.

However, if the issue is related to incorrect order preparation or food quality (not delivery), please contact us at Pizza Ranch and we will do our best to assist you.

12. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at ranchs-pizza.digital with the updated effective date. Continued use of our services after any changes to this policy constitutes acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer service team using the information below:

We are committed to resolving all inquiries in a professional and timely manner. Thank you for choosing Pizza Ranch. Your satisfaction is our priority, and we appreciate the opportunity to make things right when issues arise.