Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Overview

This Refund Policy applies to all purchases made through our website ranch-piz.top, mobile applications, telephone orders, and in-store transactions. By placing an order with Pizza Ranch, you agree to the terms outlined in this policy. We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

We understand that issues can arise with food orders — whether it's an incorrect item, quality concerns, or a delivery problem. Our goal is to resolve every concern promptly and fairly. This policy sets clear expectations for when refunds are available, how to request them, and how they are processed.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what was ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Allergic Reaction Risk: If an allergen was present in your food despite specific instructions to exclude it, you may be eligible for a full refund and we will investigate the matter immediately.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, causing the food to be cold or inedible.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation Before Preparation: You canceled your order before it entered the preparation stage (see Section 9 for Cancellation Policy details).

To be eligible for a refund, you must meet all of the following baseline requirements:

1. Your refund request must be submitted within the applicable timeframe (see Section 3).
2. You must provide proof of purchase (order number, receipt, or confirmation email).
3. You must describe the issue clearly and, where possible, provide photographic evidence.
4. The complaint must relate to a genuine product or service failure — not merely a change of mind after food has been prepared and delivered.

3. Timeframes for Refund Requests

Timely reporting is essential for food safety and order accuracy investigations. The following timeframes apply:

Refund requests submitted outside of these windows may be reviewed on a case-by-case basis at the sole discretion of Pizza Ranch management. We strongly encourage customers to report issues as soon as they are identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the food has been substantially consumed (more than half eaten) and a quality complaint is then raised.
• Custom orders that were prepared exactly as specified by the customer (e.g., specific toppings requested that the customer later decides they dislike).
• Promotional items, free add-ons, or complimentary goods provided at no charge.
• Delivery fees, service fees, and applicable taxes, unless the entire order qualifies for a full refund.
• Gift cards, promotional vouchers, or coupon codes once redeemed.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Dissatisfaction based solely on personal taste preferences for standard menu items prepared correctly.
• Orders affected by circumstances beyond our control, such as extreme weather events, natural disasters, or third-party delivery service failures outside our direct control.

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

Follow these steps to submit your refund request efficiently:

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 be aware that while we process refunds promptly on our end, your bank or card issuer controls when the funds actually appear in your account. If you have not received your refund within the stated timeframe, we recommend contacting your financial institution directly before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only specific items in a multi-item order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of the order (e.g., one pizza out of a two-pizza order).
• A delivery delay affected only the temperature of certain items but the overall order was still largely acceptable.
• A promotional discount or coupon was applied to the original order; the refund amount will reflect the actual amount paid for the affected items.
• The customer partially consumed an item before identifying a quality issue — the refund may be prorated based on the portion not consumed.

The specific amount of a partial refund will be determined by Pizza Ranch at its reasonable discretion, taking into account the nature and extent of the issue reported. We will communicate the refund amount clearly before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Pizza Ranch may offer to replace or remake an order. This option is often the fastest way to resolve an issue and ensure you get your meal.

Exchange or replacement options include:

• Order Remake: If you are near one of our locations, we can remake your incorrect or unsatisfactory order at no charge.
• Replacement Delivery: For delivery orders, if time and logistics permit, we may offer to redeliver the correct or replacement item.
• Store Credit: If a remake is not practical, we may issue store credit equal to the value of the affected item(s) for use on a future order.

Exchanges and replacements are subject to the same eligibility conditions and timeframes as monetary refunds. We cannot offer exchanges or replacements for issues reported outside the applicable timeframes.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us before your order has entered the preparation stage, we will cancel your order and issue a full refund. Act quickly — preparation typically begins within 5–15 minutes of order placement.
• After Preparation Has Begun: Once your order is being prepared, cancellations are generally not accepted as the food is being made fresh specifically for you. A refund will not be issued in this case unless there is a qualifying issue with the order upon delivery.
• After Dispatch for Delivery: Orders that are already out for delivery cannot be canceled. If you have a concern upon receipt, please refer to the refund process in Section 5.

9.2 Pre-Orders and Scheduled Orders

If you placed a pre-order or scheduled a future delivery, you may cancel up to 1 hour before the scheduled preparation time for a full refund. Cancellations made within 1 hour of the scheduled preparation time may not be eligible for a refund.

9.3 Catering and Large Group Orders

For catering or bulk orders (typically 10 or more people), a separate cancellation policy applies:

• Cancellation more than 48 hours before the scheduled order time: Full refund.
• Cancellation 24–48 hours before: 50% refund.
• Cancellation less than 24 hours before: No refund, as ingredients and preparation will have already been arranged.

10. Dispute Resolution Process

We hope to resolve all concerns directly and amicably. If you are not satisfied with our initial response to your refund request, the following escalation process is available:

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the amount offered, you may request that your case be escalated to a senior customer service manager. Submit a written escalation request to [email protected] with the subject line: "Refund Dispute Escalation – Order #[Your Order Number]". A manager will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe you were billed incorrectly or did not receive the goods or services as described. This right is protected under the Fair Credit Billing Act (FCBA) for credit card purchases and applicable regulations for debit card transactions. We encourage you to attempt resolution with us directly before initiating a chargeback, as we are committed to resolving legitimate issues.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General office for consumer protection complaints
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes not resolved through the above processes may be subject to binding arbitration or pursued in a court of competent jurisdiction, as detailed in our Terms of Service available on our website.

11. Special Circumstances

11.1 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request must be submitted directly through that platform's own refund or support process. Pizza Ranch is not responsible for refunds on orders placed through third-party platforms, as those transactions are governed by the respective platform's terms and conditions. However, if you believe the issue was caused by the preparation of your food at our restaurant rather than a delivery or platform issue, please contact us and we will work with the platform to investigate.

11.2 Health and Safety Concerns

If you believe that a food product received from Pizza Ranch caused illness, an allergic reaction, or a health issue, please contact us immediately at [email protected]. We take food safety extremely seriously and will prioritize the investigation of any such claims. You are entitled to a full refund in such cases, subject to reasonable verification. We also encourage you to seek medical attention if needed and to report food safety concerns to your local health department or the FDA (Food and Drug Administration) if appropriate.

12. Changes to This Refund Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at ranch-piz.top with the updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, inquiries, or complaints related to this Refund Policy, please contact us using the information below: