Refund Policy

Effective Date: June 14, 2026

1. Introduction

At Dewey's Pizza, we are committed to delivering the highest quality food and an exceptional dining experience to every customer. We understand that there may be occasions when an order does not meet your expectations, and we want to ensure that any concerns are addressed promptly and fairly.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed. It applies to all orders placed online through cafe-deweys.rest, by phone, or in person at our location. Our policies are designed in compliance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Dewey's Pizza will consider a refund request valid under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust type, or a completely different item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including being undercooked, overcooked, spoiled, or containing foreign objects.
• Significant Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time, and the food arrived cold or inedible as a result.
• Allergic Reactions or Health Concerns: If a verified allergen was present in your meal that was not disclosed or that you specifically requested to be excluded, we will prioritize your concern and investigate immediately.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our end.

All refund requests are subject to review and approval by our management team. We reserve the right to request photographic evidence or additional information to support your claim.

3. Timeframes for Refund Requests

Timeliness is essential when requesting a refund for food orders. Because food is a perishable product, we must enforce strict timeframes to process refund claims effectively.

Refund requests submitted outside of the above timeframes will not be accepted unless there are exceptional circumstances, which will be assessed on a case-by-case basis at the sole discretion of Dewey's Pizza management.

4. Non-Refundable Items and Services

The following items and situations are not eligible for refunds under any circumstances:

• Customized or special-order pizzas and menu items where the order was prepared exactly as specified by the customer.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Food items that have been fully consumed, with no evidence of any quality issue.
• Dissatisfaction based purely on personal taste preferences when the item was prepared correctly as ordered.
• Promotional items, complimentary items, or items received as part of a bonus offer or loyalty reward.
• Delivery fees, service charges, or tips paid to third-party delivery platforms (these are subject to the respective platform's refund policy).
• Gift cards and prepaid vouchers once redeemed.
• Orders placed through third-party delivery applications (e.g., DoorDash, Uber Eats, Grubhub) — these must be disputed directly with the respective platform.

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

To initiate a refund request with Dewey's Pizza, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to us as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: cafe-deweys.rest
2. Step 2 — Provide Order Information: When contacting us, please have the following details ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of payment used
   • A clear description of the issue
3. Step 3 — Submit Evidence (if applicable): For quality complaints, missing items, or incorrect orders, we strongly encourage you to provide photographic evidence of the issue. This helps us process your request faster and more accurately.
4. Step 4 — Await Review: Our team will review your request within 1–2 business days. We may contact you for additional information or clarification during this process.
5. Step 5 — Resolution Notification: Once a decision has been made, we will notify you via email or phone with the outcome of your refund request. If approved, we will inform you of the refund amount and the expected processing timeline.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes for the funds to appear in your account depends 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 credit to your account is dependent on your bank or financial institution. Dewey's Pizza is not responsible for delays caused by your bank's processing timelines. If you have not received your refund within the above timeframes, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were affected by an issue, while the rest of the order was satisfactory.
• A quality issue affected only part of an item (e.g., toppings were partially missing from a pizza).
• A delivery arrived significantly late, but the food was still of acceptable quality and temperature.
• A customer partially consumed a meal before discovering a minor defect.
• A promotional discount or coupon was applied, and only the net paid amount is subject to refund.

The amount of a partial refund will be calculated based on the value of the affected item(s) or the degree of the issue, as determined by Dewey's Pizza management. Our decisions on partial refund amounts are final but may be subject to appeal through our dispute resolution process described in Section 10.

8. Exchange Policy

Dewey's Pizza is pleased to offer order exchanges under the following conditions:

• Incorrect Order: If you received the wrong item, we will gladly prepare and deliver or make available for pickup the correct item at no additional charge, provided the incorrect item is returned to us (for delivery orders) or presented at the counter (for in-store orders).
• Food Quality: If your order was prepared incorrectly or does not meet our quality standards, we will offer to remake the item for you. This applies to in-store and delivery orders alike.
• Timeframe for Exchanges: Exchange requests must be made within 2 hours of receiving your order. We are unable to process exchanges after this window.

Please note that exchanges are subject to availability of ingredients and menu items. If a specific item is unavailable for exchange, we will issue a store credit or refund for the affected item instead. Exchanges are offered at the discretion of Dewey's Pizza management, and we reserve the right to limit exchange requests in cases of repeated or abusive claims.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because Dewey's Pizza prepares food fresh upon order receipt, our cancellation window is very limited.

9.1 Standard Orders

• Orders may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun.
• To cancel an order, please call us immediately or contact us via email at [email protected].
• If cancellation is confirmed before preparation begins, a full refund will be issued.
• If preparation has already started at the time of the cancellation request, we are unable to process a refund, as ingredients and labor have already been committed to your order.

9.2 Catering and Large Orders

• For catering orders or large group orders (10 or more pizzas or equivalent), cancellations must be submitted at least 24 hours in advance of the scheduled order time.
• Cancellations received less than 24 hours before the scheduled time will incur a cancellation fee of up to 50% of the total order value.
• Cancellations received less than 4 hours before a scheduled catering order will not be eligible for any refund, as preparation will have already commenced.

9.3 Cancellations Due to Unforeseen Circumstances

If Dewey's Pizza is unable to fulfill your order due to unforeseen operational circumstances (e.g., ingredient shortage, equipment failure, or store closure), you will receive a full refund of the amount paid, processed within the standard timeframes listed in Section 6.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund or exchange request, we encourage you to use the following dispute resolution process before pursuing any formal legal action.

10.1 Internal Appeal

You may request an internal appeal by contacting our management team at [email protected] with the subject line "Refund Appeal – [Your Order Number]." Please include all relevant details and any supporting documentation. Our management team will review your appeal within 3–5 business days and provide a final written response.

10.2 Informal Negotiation

Before initiating any formal legal proceedings, we request that both parties engage in good-faith informal negotiation to resolve the dispute. Please contact us at the details provided in Section 11. We are committed to finding a fair and amicable resolution.

10.3 Chargeback Notice

If you have paid by credit or debit card, you have the right to dispute a charge with your card issuer (commonly known as a "chargeback"). However, we kindly request that you contact us first and allow us the opportunity to resolve the issue directly before initiating a chargeback. Unresolved chargebacks may result in the suspension of your account with Dewey's Pizza.

10.4 Consumer Protection Resources

If you believe our business practices have violated consumer protection laws, you may file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov — Consumer protection authority at the federal level under the FTC Act.
• Your State Attorney General's Office: Most states have a consumer protection division that handles complaints about businesses operating within the state.
• Better Business Bureau (BBB): www.bbb.org — For mediation and business complaints.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or complaints, please reach out to us using the contact details below. We aim to respond to all inquiries within 1–2 business days.

12. Policy Updates

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at cafe-deweys.rest. It is your responsibility to review this policy periodically for any updates. Continued use of our services following any changes constitutes your acceptance of the updated policy.