Refund Policy

Last Updated: April 24, 2026

1. Introduction

At Pizza Ranch, customer satisfaction is our top priority. We are committed to delivering high-quality food and excellent service with every order. We understand that issues may occasionally arise, and this Refund Policy is designed to address those situations in a fair, transparent, and timely manner.

This policy governs all refund, exchange, and cancellation requests related to orders placed online, by phone, or in person through our establishment. We encourage all customers to review this policy before completing a purchase so they are fully informed of their rights and our procedures.

Our practices are consistent with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered, as confirmed by your receipt or order confirmation.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Allergen Concerns: An item was prepared with an ingredient that you specifically requested to be excluded due to a documented allergy or dietary restriction, and this was clearly stated at the time of ordering.
• Order Not Delivered: A delivery order was confirmed and paid for but was never received, and a reasonable amount of time has passed beyond the estimated delivery window.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.

Refunds will not be considered in circumstances where the customer simply changed their mind after the order was prepared or delivered, where the order was consumed before a complaint was made (except in cases of food safety concerns), or where inaccurate information was provided at the time of ordering.

3. Non-Refundable Items and Services

The following are generally not eligible for refunds:

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund requests related to delivery issues must be directed to that platform. Pizza Ranch is not responsible for resolving disputes that fall under the jurisdiction of a third-party service provider.

4. Refund Request Timeframes

To be considered for a refund, requests must be submitted within the following timeframes:

• Food Quality or Incorrect Orders: Must be reported within 2 hours of receipt for the best chance of resolution. Reports made beyond 24 hours will generally not be honored.
• Missing Items: Must be reported within 24 hours of order receipt.
• Duplicate Charges / Billing Errors: Must be reported within 7 business days of the transaction date.
• Undelivered Orders: Must be reported within 24 hours of the expected delivery time.

We strongly recommend contacting us as soon as you identify an issue. Delayed reports make it significantly more difficult for us to investigate and resolve complaints accurately and fairly.

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

Follow these steps to submit a refund request with Pizza Ranch:

1. Step 1: Gather Your Order Details
   Before contacting us, have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Payment method used
   • A clear description of the issue
   • Photos of the food item(s) if relevant (e.g., quality issue, wrong item)
2. Step 2: Contact Our Customer Support Team
   Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: pizz-ranchs.rest
   Please include all of the information listed in Step 1 within your initial communication to avoid delays.
3. Step 3: Await Confirmation and Review
   Once your request is received, our team will send you an acknowledgment within 1 business day. We will review your submission, which may include verifying your order records and examining any photos or documentation provided.
4. Step 4: Resolution Determination
   Our team will evaluate the merits of your claim and communicate a decision within 3 to 5 business days. If approved, you will be informed of the refund amount and the method by which it will be returned.
5. Step 5: Refund Issuance
   Approved refunds will be processed according to the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

7. Partial Refunds

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

• Only a portion of an order was incorrect, missing, or unsatisfactory, and the remainder of the order was received in acceptable condition.
• A food quality complaint is made after partial consumption of the item in question.
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid rather than the full menu price.
• An order was partially fulfilled due to ingredient availability or operational constraints communicated to the customer.

The exact amount of any partial refund will be determined at the discretion of Pizza Ranch management following a thorough review of the circumstances. Customers will be informed of the partial refund amount and the rationale before it is processed.

8. Exchange Policy

In lieu of a monetary refund, Pizza Ranch may offer an exchange or replacement for the affected item(s) under the following conditions:

• The item can be remade or replaced within a reasonable time frame.
• The customer is present at the location or can return promptly for an in-store order.
• The replacement is for the same item or an item of equal value, and the original issue was confirmed by our team.

Exchanges are offered as a courtesy and subject to availability. Customers are not obligated to accept an exchange in place of a refund, and may still request a monetary refund if they prefer. However, if an exchange is accepted and completed, the customer acknowledges that the matter has been resolved and no additional refund will be issued for the same item.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Cancellations made within 5 minutes of placing the order: A full refund will be issued, provided the order has not yet been sent to the kitchen for preparation.
• Cancellations made after preparation has begun: No refund will be issued, as food preparation involves perishable ingredients and dedicated labor that cannot be reversed.
• Scheduled or Pre-Ordered Meals: Cancellations for scheduled or catering orders must be made at least 24 hours in advance to receive a full refund. Cancellations made within 24 hours of the scheduled time will receive a partial refund of up to 50%, depending on the stage of preparation.

9.2 Catering and Large Group Orders

Catering and large group orders require a deposit and are subject to a more detailed cancellation schedule:

• Cancellation more than 72 hours in advance: Full refund of deposit and any advance payments.
• Cancellation between 24 and 72 hours in advance: 50% refund of the deposit.
• Cancellation less than 24 hours in advance: No refund of deposit; full order amount may be billed.

9.3 In-Store Orders

In-store orders that have already been placed with a team member cannot be cancelled once they have been submitted to the kitchen. If an error was made during the ordering process and it is caught immediately before preparation begins, our staff will make every effort to accommodate the correction.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Ranch provides the following dispute resolution process:

1. Informal Resolution: We encourage customers to first contact our customer service team directly at [email protected] to discuss the matter further. Many disputes can be resolved quickly through open communication.
2. Management Review: If the initial resolution is unsatisfactory, you may request that your case be escalated to a senior manager. Please indicate clearly in your communication that you are requesting a management review, and include all relevant documentation.
3. Written Complaint: If the dispute remains unresolved after management review, you may submit a formal written complaint to our mailing address. We will respond in writing within 10 business days.
4. External Remedies: Customers retain the right to seek resolution through external channels, including:
   • Filing a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
   • Contacting your state's Attorney General's Consumer Protection Division.
   • Disputing the charge with your bank or credit card provider through the standard chargeback process.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive business practices, and Pizza Ranch is committed to full compliance with all applicable regulations. If you believe your rights as a consumer have been violated, you are encouraged to contact the FTC or your state's consumer protection office in addition to reaching out to us directly.

California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California's consumer protection statutes. Please refer to our Privacy Policy for more information on data-related rights.

12. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at pizz-ranchs.rest with the updated effective date. Continued use of our services following any changes constitutes acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund inquiries, questions about this policy, or to submit a refund request, please contact us using the details below: