Refund Policy

Last Updated: May 6, 2026

1. Introduction

At Pizzana, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to make sure that every concern is addressed fairly and promptly. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted for orders placed through our website at eat-pizzana.click.

This policy applies to all orders placed directly through our online platform and is governed by applicable United States consumer protection laws, including relevant Federal Trade Commission (FTC) guidelines and applicable state regulations. If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Pizzana experience. Refunds may be issued under the following circumstances:

• Wrong Order Delivered: You received items that are different from what you ordered.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, improperly prepared, or significantly different from how it was described on our menu.
• Allergic Reactions Due to Incorrect Preparation: If you specified dietary restrictions or allergen-free preparation and your order was not prepared accordingly, resulting in an adverse reaction.
• Order Not Delivered: Your order was confirmed and charged but never arrived, and our delivery partner has confirmed a failed delivery with no fault on the part of the customer.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.

All refund requests are subject to review and verification by our customer support team. We reserve the right to request photographic evidence, order confirmation numbers, or other supporting documentation before approving any refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Refund requests submitted after the deadlines listed above may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified. Timely reporting allows us to investigate promptly and provide a satisfactory resolution.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following situations are generally not eligible for refunds:

• Change of Mind: Once an order has been confirmed and preparation has begun, we are unable to issue refunds due to a change of preference.
• Incorrect Address Provided by Customer: If an order was not delivered because the customer entered an incorrect or incomplete delivery address, a refund will not be issued.
• Customer Unavailability: If the delivery driver attempted delivery and the customer was unavailable to receive the order after multiple attempts.
• Customization Requests Not Honored Due to Unavailability: If certain customization options were unavailable and the customer was informed prior to order confirmation.
• Partially Consumed Food: Refunds will not be issued for food that has been substantially consumed unless a legitimate quality concern was reported immediately.
• Promotional or Free Items: Items provided free of charge as part of a promotion or special offer are not eligible for refunds.
• Delivery Fees (in most cases): Delivery fees are non-refundable unless the order was entirely undelivered due to a fault on our part or our delivery partner's part.
• Requests Outside the Eligible Timeframe: Refund requests submitted after the stated deadlines will not be processed.

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

If you believe you are eligible for a refund based on the conditions outlined in this policy, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact details
   • Your order confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the items in question (if applicable)
2. Step 2 — Contact Customer Support: Reach out to our customer support team via email at [email protected] or through our website at eat-pizzana.click. Use the subject line "Refund Request – [Your Order Number]" for faster processing.
3. Step 3 — Submit Supporting Evidence: Attach any relevant photos or screenshots that support your claim. Clear, well-lit photographs of the incorrect, missing, or unsatisfactory items will significantly expedite your request.
4. Step 4 — Await Review: Our customer support team will review your request within 1–3 business days. We may follow up with additional questions to better understand the situation.
5. Step 5 — Receive Decision: You will be notified of our decision via email. If your refund is approved, we will initiate the refund process immediately. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank's or payment provider's processing schedule. Pizzana is not responsible for delays caused by financial institutions. If you have not received your refund within the timeframe listed above, we recommend first checking with your bank before contacting us.

7. Partial Refunds

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

• Only some items in the order were missing, incorrect, or unsatisfactory, and the remainder of the order was delivered correctly.
• A portion of the food was consumed before the quality issue was identified, but the concern is otherwise legitimate.
• A discount, coupon, or promotional credit was applied to the original order — the refund will be calculated based on the actual amount paid after discounts.
• A delivery fee was charged and the order was partially delivered or partially incorrect — the delivery fee may be partially refunded at our discretion.
• The customer requests a refund for a specific item or add-on rather than the entire order.

Partial refund amounts will be calculated fairly based on the verified issue and the value of the affected items. Our customer support team will communicate the specific refund amount clearly when notifying you of the decision.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are generally not applicable in the same way they would be for physical goods. However, we do offer the following resolution options in lieu of or in addition to a monetary refund:

• Replacement Order: In cases where an item was wrong or missing, we may offer to re-prepare and redeliver or make available for pickup the correct item at no additional charge, subject to operational availability.
• Store Credit: We may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order on eat-pizzana.click.
• Menu Substitution: If a specific item is unavailable, we may offer a comparable substitute of equal or greater value, subject to the customer's approval.

Replacement orders are subject to our standard preparation and delivery times and may not be available in all circumstances. The option of a replacement versus a monetary refund will be discussed during the review process and offered at our discretion based on the specific situation.

9. Cancellation Policy

Due to the perishable nature of food and the speed at which our kitchen begins preparing orders, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online Orders

• Cancellation Within 5 Minutes of Ordering: If you contact us within 5 minutes of placing your order and preparation has not yet begun, we will cancel the order and issue a full refund.
• Cancellation After Preparation Has Begun: Once our kitchen team has begun preparing your order, cancellations cannot be accepted and no refund will be issued for that order.
• Scheduled Orders: If you placed an order scheduled for a future time, you may cancel up to 30 minutes before the scheduled preparation time for a full refund.

9.2 How to Cancel

To request an order cancellation, please contact us immediately via email at [email protected] with the subject line "Order Cancellation – [Your Order Number]." Alternatively, you may use any available cancellation option directly on our website. Please note that due to the speed of food preparation, cancellation requests cannot always be guaranteed, and we encourage you to act as quickly as possible.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair, timely, and transparent manner. If you are not satisfied with the outcome of your refund or cancellation request, the following escalation and dispute resolution process is available:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation review by responding to the decision email and asking for a senior review. Please include any additional evidence or context that may support your case. Escalated reviews are typically completed within 3–5 business days.

10.2 Chargeback Process

If you are unable to resolve a billing dispute with us directly, you retain the right to contact your credit card company or bank to initiate a chargeback in accordance with your cardholder agreement and applicable laws. We ask that customers attempt to resolve disputes directly with us first, as this is typically a faster and more straightforward process.

10.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office (varies by state)
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which Pizzana operates. Any disputes that cannot be resolved through the processes outlined above shall be subject to binding arbitration or the jurisdiction of the appropriate courts, as applicable.

11. Policy Updates

Pizzana reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our website and services following any modifications constitutes acceptance of the revised policy. For significant changes, we may also notify registered customers via email.

12. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this Refund Policy, please contact our customer support team using the information below. We aim to respond to all inquiries within 1–2 business days.