Refund Policy

Effective Date: April 26, 2026 | Last Updated: April 26, 2026

1. Introduction

At Pizza Ranch, we are committed to delivering the highest quality food and a satisfying 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 resolved fairly and promptly.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the timeframes for making such requests, and the procedures you must follow to initiate a refund. This policy applies to all purchases made online at ranchs-spizza.rest, by phone, or in person.

Our practices are governed by applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any relevant state regulations. We strive to handle all refund requests in a manner that is transparent, consistent, and respectful of our customers' rights.

2. Eligibility Conditions for Refunds

Not all purchases automatically qualify for a refund. Pizza Ranch will consider a refund request valid under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Never Received: Your delivery order was never delivered and cannot be confirmed as delivered by our delivery system or partner service.
• Allergic Reactions Due to Incorrect Preparation: If you specified a food allergy or dietary restriction and the order was prepared incorrectly, resulting in exposure to an allergen you clearly identified at the time of ordering.

Refund requests that do not fall under the categories above may be reviewed on a case-by-case basis at the sole discretion of Pizza Ranch management.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Pizza Ranch does not issue refunds for the following:

• Orders that have been fully consumed before a complaint is made.
• Change of mind after an order has been prepared or is en route for delivery.
• Orders where the customer provided incorrect delivery information (wrong address, incorrect contact number).
• Promotional or discounted items where the terms of the promotion explicitly state "no refunds."
• Gift cards or store credit balances once redeemed.
• Catering deposits for events that are cancelled within 24 hours of the scheduled event time.
• Customized or specialty orders made to specific customer specifications, unless a quality or accuracy issue is confirmed.
• Delays caused by third-party delivery services beyond our direct control, provided the food was prepared correctly and dispatched on time.

4. Timeframes for Refund Requests

We take timely reporting seriously, as food quality concerns must be assessed as close to the time of the issue as possible. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

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

To ensure your refund request is handled efficiently, please follow the steps outlined below:

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Order number or confirmation number
• Date and time of the order
• Payment method used
• A clear description of the issue
• Photographs of the food or packaging (if applicable and available)

Step 2: Contact Pizza Ranch

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: ranchs-spizza.rest

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

Step 3: Submit Supporting Evidence

If your complaint relates to food quality, incorrect items, or missing items, please attach any relevant photographs or videos to your email. Clear evidence helps us process your request more efficiently and accurately.

Step 4: Await Confirmation

Once your request is received, our team will send you a confirmation acknowledgment within 1–2 business days. We may follow up with additional questions to verify your claim before making a final decision.

Step 5: Refund Decision and Processing

After reviewing all relevant information, we will notify you of our decision via email. If approved, we will initiate the refund using the applicable method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Pizza Ranch, the time it takes for the funds to appear in your account depends on the original payment method used:

Please note that while we initiate the refund promptly upon approval, we do not control the processing timelines of banks and third-party financial institutions. If your refund has not appeared within the stated timeframe, we recommend contacting your bank or payment provider directly.

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 the order was incorrect or missing, while the rest was delivered satisfactorily.
• The food quality issue affected only one or a few items within a larger order.
• A customer consumed a significant portion of the food before reporting the issue.
• A promotional discount was applied to the order that reduces the refundable amount.
• Delivery fees may not be refunded if the food itself was delivered but had a quality issue with only one item.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts, fees, or non-refundable charges. Pizza Ranch reserves the right to determine the appropriate partial refund amount at its sole discretion.

8. Exchange Policy

In many cases, Pizza Ranch prefers to resolve food quality or incorrect order issues by offering a replacement rather than a monetary refund. Our exchange policy works as follows:

• Replacement Order: If your order contained an incorrect or defective item and you are able to retrieve or return the item (for in-store orders), we will prepare a replacement at no additional charge.
• Store Credit: In lieu of a cash refund, we may offer store credit of equivalent value, which can be applied to your next purchase at Pizza Ranch.
• Redelivery: For delivery orders where an item was missing or incorrect, we may dispatch a replacement delivery where feasible, depending on your location and order timing.

Exchanges are subject to the same reporting timeframes outlined in Section 4. We reserve the right to offer an exchange in place of a monetary refund where we deem it appropriate and reasonable.

9. Cancellation Policy

Orders may be cancelled under the following conditions:

9.1 Standard Orders

• Cancellations must be made within 5 minutes of placing the order online or by phone, before preparation has begun.
• Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, call us immediately or use the cancellation option on our website at ranchs-spizza.rest.

9.2 Catering and Large Orders

• Catering orders or large group orders must be cancelled at least 48 hours before the scheduled time to receive a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours before the event will receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the event are non-refundable.

9.3 Cancellations by Pizza Ranch

In the rare event that Pizza Ranch must cancel your order due to unforeseen circumstances (ingredient shortages, equipment failure, force majeure, etc.), you will receive a full refund of the amount paid, processed within the timeframes specified in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

10.1 Internal Escalation

Contact our management team directly at [email protected] and request that your case be reviewed by a senior team member. Please include the phrase "Dispute Escalation" in your email subject line along with your original case or order number.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable payment card network rules, you have the right to dispute a charge with your credit or debit card issuer if you believe you have been billed incorrectly or if a dispute with us cannot be resolved. We encourage you to attempt resolution with us first before initiating a chargeback.

10.3 Consumer Protection Agencies

If your concern remains unresolved after exhausting our internal process, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Office

10.4 Informal Mediation

Pizza Ranch is open to informal mediation for disputes that cannot be resolved through standard channels. We are committed to reaching a fair resolution and will make good-faith efforts to address legitimate concerns raised by our customers.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refunds for orders placed through third-party platforms are primarily governed by the policies of those platforms.
• Pizza Ranch may not have direct control over the refund process for such orders.
• We encourage you to first contact the delivery platform's customer support for a faster resolution.
• However, if the issue is clearly related to how the food was prepared or packaged by Pizza Ranch, we will cooperate fully with the platform's investigation and may issue store credit directly as a goodwill gesture.

12. Modifications to This Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at ranchs-spizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. Our team is ready to assist you and will respond as promptly as possible.