Refund Policy

At Pizza Ranch, we are committed to delivering the highest quality food and customer experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, or cancellations. Please read this policy carefully before placing an order through our website at ranchs-spizza.digital or at our physical location.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.). By placing an order with Pizza Ranch, you agree to the terms set forth in this Refund Policy.

1. General Refund Philosophy

Pizza Ranch takes great pride in the quality of every item we prepare. Our goal is to ensure that every customer receives exactly what they ordered, prepared fresh and delivered or served in excellent condition. If for any reason your order does not meet your expectations or does not match what was described, we encourage you to contact us promptly so we can make it right.

We review all refund requests on a case-by-case basis and strive to resolve every issue fairly and efficiently. Our team is dedicated to customer satisfaction and will work with you to find an appropriate resolution.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received a food item that is different from what you ordered (wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Allergic Reaction Concerns: An ingredient was included that you explicitly requested to be omitted due to a documented allergy, and the error was made by our staff.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was never delivered and cannot be confirmed as delivered by our delivery records or third-party delivery partners.
• Significant Delay: Your order arrived significantly beyond the estimated delivery or pickup time, causing the food to be unsuitable for consumption.

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 3.
• You must provide adequate documentation or description of the issue (photos are strongly encouraged).
• The issue must be caused by an error or fault on the part of Pizza Ranch, not due to personal preference changes made after the order was placed and confirmed.

3. Timeframes for Refund Requests

To ensure timely investigation and resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund. However, Pizza Ranch reserves the right to evaluate late submissions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind about an item after it was prepared or delivered.
• Customization Errors by Customer: If you provided incorrect customization details (e.g., wrong toppings, wrong size selected) during the ordering process, refunds will not be issued for these errors.
• Consumed Items: Partially or fully consumed food items are not eligible for refunds unless there was a documented quality or safety issue.
• Promotional or Discounted Items: Items purchased at a deeply discounted rate through special promotional offers may be subject to limited or no refund eligibility, as noted in the specific promotion terms.
• Delivery Fees: Delivery fees are non-refundable except in cases where the order was never delivered due to an error on our part.
• Service Fees and Tips: Any service fees or tips already processed through the payment system are non-refundable.
• Gift Cards: Gift card purchases are final and non-refundable once issued.
• Catering Deposits: Non-refundable deposits paid to reserve catering services are not refundable unless the cancellation meets the conditions specified in your catering agreement.

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence of the problem (strongly recommended for quality or missing item claims)
2. Step 2 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: ranchs-spizza.digital
3. Step 3 – Submit Your Claim: Provide all relevant information in your message or form submission. The more detail you provide, the faster we can process your request.
4. Step 4 – Await Confirmation: Our team will acknowledge receipt of your refund request within 1 business day and begin an investigation.
5. Step 5 – Resolution: Once the investigation is complete, we will notify you of the outcome via email or phone. If your refund is approved, it will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your financial institution and is outside of our control. If you have not received your refund within the indicated timeframe, we recommend contacting your bank or payment provider for further assistance.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality.
• The food item was partially consumed before the issue was identified.
• A discount, coupon, or promotional credit was already applied to the order, and a full refund would exceed the amount originally paid.
• A catering or large group order where only specific items are disputed.
• Delivery was delayed, but the food was still suitable for consumption upon arrival.

The amount of the partial refund will be determined based on the value of the affected items and the nature of the issue, as assessed by our customer service team.

8. Cancellation Policy

We begin preparing your order almost immediately after it is placed and confirmed. Therefore, our cancellation window is very limited.

8.1 Online and Phone Orders

• You may cancel your order within 5 minutes of placing it, provided that preparation has not yet begun.
• After the 5-minute window, cancellations may not be possible, and you may be charged the full amount of the order.
• To attempt a cancellation, please contact us immediately at [email protected].

8.2 Catering Orders

• Catering orders may be cancelled with a full refund if cancelled at least 72 hours (3 days) before the scheduled event or delivery time.
• Cancellations made between 24 and 72 hours before the event may receive a 50% refund of the total order value, minus any non-refundable deposits.
• Cancellations made less than 24 hours before the scheduled event are non-refundable.

8.3 In-Store Orders

In-store orders that are already in preparation cannot be cancelled. Please speak with a team member at the counter if you believe an error was made, and we will do our best to correct it before the order is completed.

9. Exchange Policy

Pizza Ranch offers exchanges under certain conditions as an alternative to a refund. An exchange means we will prepare and provide you with a replacement item at no additional charge.

Exchanges are available in the following situations:

• You received the wrong item or a significantly incorrect order.
• The food item received was of unacceptable quality (e.g., burned, undercooked, or damaged during delivery).
• A missing item from your order that you would like replaced rather than refunded.

Conditions for exchanges:

• Exchange requests must be made within 2 hours of receiving your order.
• The original incorrect or unsatisfactory item may need to be returned or made available for inspection in cases of quality disputes.
• Exchanges are subject to product availability. If the original item is no longer available, a refund for that item will be issued instead.
• Exchanges are processed at our discretion and are intended to be a fair resolution — not a mechanism for receiving free food under false pretenses.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, or if a dispute arises between you and Pizza Ranch, we encourage the following resolution process:

10.1 Internal Review

If your initial refund request was denied or you believe the resolution offered is insufficient, you may request an internal review by contacting our management team directly at [email protected] with the subject line "Refund Dispute – Internal Review Request." Please include your original case or order number and a detailed explanation of why you believe a different resolution is warranted.

10.2 Good Faith Negotiation

Both parties agree to make a good faith effort to resolve any dispute informally before pursuing formal legal remedies. Pizza Ranch commits to responding to all internal review requests within 5 business days.

10.3 Consumer Protection Agencies

If we are unable to reach a satisfactory resolution internally, you have the right to file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection issues under the FTC Act.
• Your State Attorney General's Office: Consumer protection divisions in most U.S. states handle complaints related to food service businesses and billing disputes.
• Better Business Bureau (BBB): www.bbb.org — for mediation and business dispute resolution.

10.4 Chargeback Rights

Nothing in this policy limits your legal right to dispute a charge with your credit card company or bank under applicable federal banking regulations. However, we strongly encourage you to contact us first, as we are committed to resolving legitimate issues quickly and fairly.

11. Fraudulent Claims

Pizza Ranch reserves the right to deny refund or exchange requests that appear to be fraudulent, abusive, or made in bad faith. Patterns of repeated refund requests, false claims, or attempts to exploit our policy may result in the termination of your ability to place future orders with us. We reserve the right to report fraudulent activity to appropriate authorities.

12. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at ranchs-spizza.digital with an updated effective date. Your continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund, exchange, or cancellation inquiries, please contact our customer service team using the information below:

When contacting us, please include your order number, the date of purchase, a description of the issue, and any supporting photos or documentation. This will help us process your request as quickly as possible.