Refund Policy

Effective Date: April 25, 2026 | Last Updated: April 25, 2026

1. Introduction

At Pizza Ranch, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food products and delivering an exceptional dining experience to every customer. We understand, however, that there may be occasions when an order does not meet your expectations, arrives incorrectly, or encounters an unforeseen issue.

This Refund Policy governs all refund, return, exchange, and cancellation requests made in connection with orders placed through our website pizz-ranchs.digital or through our official ordering channels. This policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy or your specific situation, please do not hesitate to contact our customer support team at [email protected].

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund, the following conditions must generally be met:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, or wrong product entirely).
• Missing Items: One or more items included in your confirmed order were missing from the delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received, and the delivery was confirmed as failed by our delivery partner or internal records.
• Significant Delay: Your order was delivered significantly beyond the estimated delivery window and was no longer usable as a result.
• Unauthorized Transaction: A charge was made to your payment account without your authorization.

Refund requests that do not fall within the conditions listed above may still be reviewed on a case-by-case basis at the sole discretion of Pizza Ranch management. We reserve the right to deny refund requests that we believe are fraudulent, exaggerated, or do not meet the established criteria.

3. Timeframes for Refund Requests

Timeliness is important when it comes to food-related refund requests. Due to the perishable nature of food products, we require that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly recommend contacting us as soon as you identify an issue with your order to ensure the fastest possible resolution.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized or specially prepared orders where the customer provided incorrect specifications at the time of ordering.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Delivery fees and service charges, unless the entire order is being refunded due to a verified non-delivery.
• Tips provided to delivery drivers or staff.
• Digital gift cards, vouchers, or promotional codes once redeemed.
• Orders where the customer simply changed their mind after the food has already been prepared.
• Orders affected by customer-provided delivery address errors.
• Catering deposits once preparation has commenced.

5. How to Request a Refund

If you believe you are entitled to a refund, please follow the step-by-step process outlined below to ensure your request is handled efficiently and promptly:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation number
• The date and time of your order
• A description of the issue you experienced
• Photographs of the food or packaging, if applicable (strongly recommended for quality complaints)
• Your preferred resolution (refund, replacement, or store credit)

Step 2: Contact Customer Support

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: pizz-ranchs.digital — use the Contact or Support form

When emailing us, please use the subject line format: "Refund Request – Order #[Your Order Number]" to help us locate your order quickly.

Step 3: Review and Investigation

Once your request is received, our customer support team will review the details of your order, investigate the issue, and may reach out to you for additional information or clarification if needed. This process typically takes 1–3 business days.

Step 4: Resolution Notification

You will receive a written response via email notifying you of our decision. If your refund request is approved, we will outline the amount to be refunded, the method of refund, and the expected processing timeline. If your request is denied, we will provide a clear explanation of the reason for the decision.

Step 5: Refund Issued

Approved refunds will be processed to the original payment method used at the time of purchase, unless an alternative arrangement is agreed upon in writing.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Pizza Ranch, the time it takes to appear in your account will depend on your payment method:

Please be aware that while Pizza Ranch processes refunds promptly upon approval, the actual time for funds to appear in your account is also subject to your bank or financial institution's processing schedule, which is outside of our control. If you have not received your refund within the timeframe listed above, please first check with your bank before contacting us.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Situations where a partial refund may apply include:

• Only certain items within a multi-item order were incorrect or missing.
• A portion of the order was consumed before the issue was identified.
• The issue reported partially, but not entirely, constitutes a qualifying refund condition.
• An order was only partially delivered due to a logistical error.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.

In all cases of partial refunds, the amount to be refunded will be calculated based on the price of the affected item(s), minus any applicable discounts, fees, or adjustments. Our team will communicate the exact refund amount prior to processing.

8. Exchange Policy

Due to the nature of perishable food products, traditional exchanges are generally not available in the same way as non-food retail businesses. However, Pizza Ranch is committed to making things right. In lieu of a monetary refund, we may offer the following alternatives depending on the situation:

• Replacement Order: If an item was incorrect or missing, we will prepare and deliver a replacement item at no additional charge, subject to availability and delivery feasibility.
• Store Credit: If a replacement is not practical (e.g., you no longer need the food item), we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary Items: In some cases, we may offer complimentary items on a future order as goodwill compensation for the inconvenience caused.

These alternatives are offered at the discretion of Pizza Ranch and will be communicated to you as part of the resolution process. You may indicate your preferred resolution when submitting your refund request, and we will do our best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the nature of freshly prepared food, cancellation windows are limited.

Online Orders

If you placed an order through our website pizz-ranchs.digital, you may be eligible to cancel your order only if:

• The cancellation request is submitted within 5 minutes of placing the order, AND
• The order has not yet entered the preparation stage in our kitchen.

Once food preparation has begun, we are unable to cancel the order as ingredients and kitchen resources have already been allocated. In such cases, you may still be eligible for a refund under the quality or accuracy provisions of this policy if an issue arises upon receipt.

Catering and Large Orders

For catering orders or large group orders placed in advance:

• Cancellations made 48 hours or more before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made 24–48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as significant preparation resources will have already been committed.

Subscription or Recurring Orders

If you have enrolled in any recurring meal plan or subscription service offered by Pizza Ranch, you may cancel your subscription at any time by contacting us at [email protected]. Cancellations will take effect from the next billing cycle. No refunds will be issued for the current billing period unless a qualifying issue is present.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Ranch is committed to working with you to reach a fair resolution. The following dispute resolution process applies:

Step 1: Internal Escalation

If your initial refund request was denied or partially approved and you disagree with the decision, you may escalate the matter by sending a detailed written appeal to [email protected] with the subject line "Refund Dispute – Order #[Your Order Number]". Please include any additional evidence or documentation to support your appeal. Appeals are reviewed by senior management and are typically resolved within 5–7 business days.

Step 2: Good Faith Negotiation

Both parties agree to attempt to resolve any dispute through good faith communication and negotiation before pursuing formal legal remedies. We encourage customers to provide as much detail as possible so that we may understand and address the concern thoroughly.

Step 3: Consumer Protection Resources

If you feel that your complaint has not been adequately addressed, you have the right to file a complaint with the following consumer protection agencies in the United States:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): For payment or billing disputes at www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Office: For state-specific consumer protection complaints

Step 4: Chargeback Rights

You also retain the right to initiate a chargeback with your credit card provider or bank if you believe a charge was unauthorized or if a legitimate refund request was unjustly denied. Please note that Pizza Ranch cooperates fully with chargeback investigations and will provide all relevant documentation to your financial institution.

11. Changes to This Refund Policy

Pizza Ranch reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizz-ranchs.digital, with the updated effective date reflected at the top of the page. We encourage all customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, complaints, or disputes, please reach out to our customer support team using the contact details below. We are committed to responding to all inquiries in a timely and professional manner.

Our customer support team is available to assist you Monday through Friday during regular business hours. We aim to acknowledge all refund requests within 1 business day and to provide a full resolution within 3–5 business days.

Thank you for choosing Pizza Ranch. We value your business and are dedicated to ensuring every experience with us is a positive one. If something goes wrong, we will do everything within our power to make it right.