Refund Policy

Effective Date: June 13, 2026 | Last Updated: June 13, 2026

1. Overview

At Pizza Factory, customer satisfaction is our highest priority. We take great pride in preparing fresh, high-quality food items and delivering an exceptional dining experience. Because we deal in perishable food products, our refund policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act.

This policy applies to all orders placed online through our website factorypizza-food.click, by phone, or in person at our establishment. We encourage customers to review their orders carefully before submission. If you have any concerns about your order, please contact us immediately using the information provided at the end of this policy.

2. Eligibility Conditions for Refunds

We want to make sure every customer is happy with their experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, or wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise failed to meet reasonable quality standards upon receipt.
• Allergic Reactions Due to Mislabeling: If you specifically disclosed an allergy and the food was prepared incorrectly, you may be eligible for a full refund. Please contact us immediately in such cases.
• Failed Delivery: Your delivery order was never delivered and no reasonable attempt was made by the delivery party.
• Duplicate Charges: You were charged more than once for the same order due to a technical or system error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize. Please also contact your financial institution in such cases.

To be eligible for a refund, all of the following conditions must also be met:

1. The refund request must be submitted within the applicable timeframe described in Section 3.
2. You must provide sufficient evidence to support the claim (e.g., photos, order number, description of the issue).
3. The issue must not have resulted from customer error (e.g., ordering the wrong item yourself, providing an incorrect delivery address).

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be made promptly. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

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

To request a refund, please follow these steps carefully:

1. Step 1 – Gather Your Information
   Before reaching out, please collect the following: your order number or confirmation email, a description of the issue, the date and time of your order, and any supporting photos or evidence of the problem (especially for quality issues or incorrect items).
2. Step 2 – Contact Us Promptly
   Reach out to our customer support team via email at [email protected] or visit our website at factorypizza-food.click. Please include all relevant information in your initial message to speed up the review process.
3. Step 3 – Submit Your Claim
   Our customer service team will acknowledge your request within 1 business day. You may be asked to provide additional information or documentation to support your claim.
4. Step 4 – Review and Decision
   Our team will review all submitted information and make a determination within 3 to 5 business days. We may reach out with follow-up questions. Once a decision is made, we will notify you via email.
5. Step 5 – Refund Issued
   If your refund is approved, we will process it using the original payment method. Please refer to Section 6 for processing time details.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, actual credit to your account is subject to your bank or financial institution's policies and timelines, which are outside of our control.

7. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or missing, and the rest of the order was satisfactory.
• A food quality issue affected only a portion of the order.
• The customer consumed part of the order before identifying an issue (except in cases of health-related concerns).
• The refund request was submitted slightly outside the standard timeframe but is still considered valid at our discretion.

The amount of a partial refund will be determined on a case-by-case basis and will reflect the value of the affected portion of the order. Our team will communicate the exact refund amount before processing.

8. Exchange Policy

Because we prepare all food items fresh upon order, we do not offer traditional product exchanges like non-perishable retail goods. However, we do offer the following alternatives in appropriate situations:

• Order Replacement: If your order was incorrect or fell below quality standards, we may offer to prepare and send a replacement item or order at no additional charge, subject to availability and operational hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal value that can be used on your next order.
• Partial Credit: If only a portion of the order was affected, we may issue a partial store credit.

Replacement orders are subject to standard preparation and delivery times. Whether a replacement or a refund is offered may depend on the nature of the complaint and current operational circumstances. Our customer service team will work with you to find the most satisfactory resolution.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us as soon as possible after placing your order.
• Cancellation After Preparation Has Begun: Once your order has entered the preparation stage, cancellations are generally not accepted. However, exceptions may be made at our discretion in extenuating circumstances.
• Cancellation After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. You must wait for the delivery and then submit a refund request if applicable.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically defined as orders over $100 or for 10 or more people), the following cancellation terms apply:

• Cancellation made 48 hours or more before the scheduled delivery or pickup: Full refund.
• Cancellation made 24 to 48 hours before the scheduled time: 50% refund.
• Cancellation made less than 24 hours before the scheduled time: No refund, as ingredients and labor will have been committed.

To cancel an order, please contact us immediately by email at [email protected] with your order number and reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all customer concerns quickly and amicably. If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps outlined below:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – Escalation Request". Please include your original case reference number, if available. A senior member of our team will review your case within 5 business days.

10.2 Third-Party Mediation

If an internal resolution cannot be reached, you may seek assistance from a neutral third-party mediator. Both parties agree to attempt mediation in good faith before pursuing any legal action.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights protected under federal and state law, including the Federal Trade Commission (FTC) Act. You may file a complaint with the FTC at reportfraud.ftc.gov if you believe your consumer rights have been violated. If you are a California resident, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Chargebacks

We strongly encourage customers to work with us directly before initiating a chargeback with their bank or credit card company. Chargebacks can be time-consuming for all parties involved. However, we respect your right to pursue this route if all reasonable resolution attempts have been exhausted.

11. Modifications to This Policy

Pizza Factory reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated terms.

12. Contact Information for Refund Requests

For all refund requests, cancellations, or questions regarding this policy, please contact us using the information below. Our customer service team is ready to assist you and will respond promptly during business hours.

This Refund Policy was last reviewed and updated on June 13, 2026. It is governed by the laws of the United States and applicable federal consumer protection regulations.