Refund Policy

Effective Date: June 21, 2026  |  Last Updated: June 21, 2026

1. Introduction

At Dewey's Pizza, customer satisfaction is our top priority. We are committed to delivering fresh, high-quality food prepared with care and precision. However, we understand that there may be occasions where an order does not meet your expectations due to errors, quality concerns, or unforeseen circumstances.

This Refund Policy outlines your rights and our obligations regarding refunds, replacements, cancellations, and exchanges. We comply with all applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state-level food service regulations.

We encourage you to review this policy in full and contact us at [email protected] with any questions before placing your order.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• You received an incorrect order — items delivered or prepared do not match what was ordered.
• Your food arrived in an unacceptable condition, including but not limited to items that were cold (when they should be hot), undercooked, spoiled, or otherwise unsafe for consumption.
• A confirmed duplicate charge was made to your payment method for the same order.
• Your order was never delivered or fulfilled despite a confirmed order and payment.
• A significant portion of your order was missing upon delivery or pickup.
• Your order was cancelled by Dewey's Pizza due to operational reasons or ingredient unavailability.

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

1. The refund request must be submitted within the applicable timeframe (see Section 3).
2. Sufficient evidence of the issue must be provided (e.g., photos, a description of the problem).
3. The order must have been placed and paid for through an authorized channel — either directly on cafedeweys.click or at our physical location.
4. The item(s) must not fall under the non-refundable category (see Section 4).

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. Dewey's Pizza reserves the right to deny late refund requests unless exceptional circumstances are demonstrated and verified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of mind: Orders that have already been prepared cannot be refunded because you simply changed your mind or no longer want the item.
• Customized orders: Pizzas or items prepared with specific custom modifications requested by the customer at the time of ordering are non-refundable once preparation has commenced, unless the customization was incorrectly applied by our team.
• Partially consumed items: Food items that have been substantially consumed will not be eligible for a full refund. A partial refund may be considered on a case-by-case basis.
• Promotional or discounted items: Items purchased through special promotions, coupons, or discounts may have limited or no refund eligibility unless there is a verifiable quality or fulfillment issue.
• Delivery fees: Delivery charges are non-refundable unless the order was never delivered due to a fault on our part.
• Tips and gratuities: Tips voluntarily added at checkout are non-refundable.
• Gift cards or store credit: Once issued or activated, gift cards and store credits cannot be refunded for cash.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs or videos documenting the problem (recommended for quality or incorrect order issues)
2. Step 2 — Contact Us: Submit your refund request through one of the following channels:
   • Email: [email protected]
   • Website: cafedeweys.click
3. Step 3 — Provide Details: In your message or submission, clearly describe the nature of your issue, attach supporting evidence, and specify whether you prefer a refund, replacement, or store credit.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge receipt of your request within 1 business day and begin reviewing your case.
5. Step 5 — Resolution: After reviewing your request, we will notify you of our decision and, if approved, initiate the appropriate refund or remedy within the applicable processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method. The following are estimated processing times:

Please note that Dewey's Pizza processes approved refunds promptly on our end. However, the actual timeframe for funds to appear in your account is ultimately governed by your financial institution or payment provider and may vary.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or of unacceptable quality, while the remainder of the order was satisfactory.
• The food item was partially consumed before the quality concern was identified.
• The customer requested a modification that was partially fulfilled correctly and partially incorrect.
• A promotional discount was applied, and only the non-discounted portion of the order is eligible for a refund.
• The customer accepted a replacement for some items but requested a refund for others.

The amount of any partial refund will be determined by Dewey's Pizza at our reasonable discretion based on the nature of the issue, the value of the affected items, and evidence provided. We are committed to reaching a fair resolution in all cases.

8. Cancellation Policy

We begin preparing food orders promptly after they are placed. Therefore, our ability to cancel an order depends on its current preparation status at the time of the cancellation request.

8.1 Customer-Initiated Cancellations

• Before preparation begins: If you request a cancellation before our kitchen has begun preparing your order, a full refund will be issued to your original payment method.
• After preparation has begun: Once preparation has started, cancellations will not be accepted, and no refund will be issued for standard orders. Custom or large group orders may be subject to a cancellation fee if they are cancelled after preparation has commenced.
• Delivery orders in transit: Orders that are already out for delivery cannot be cancelled.

8.2 Dewey's Pizza-Initiated Cancellations

In rare cases, Dewey's Pizza may need to cancel an order due to operational issues, ingredient shortages, staffing limitations, technical errors, or other unforeseen circumstances. In such cases:

• You will be notified as soon as possible via the contact information provided at the time of order.
• A full refund will be issued automatically to your original payment method.
• We apologize in advance for any inconvenience caused by company-initiated cancellations.

To request a cancellation, please contact us immediately at [email protected] and include your order number and the reason for cancellation.

9. Exchange Policy

In cases where a refund may not be the preferred resolution, Dewey's Pizza is happy to offer an exchange or replacement under the following terms:

• If you received an incorrect item, we will prepare and deliver or make available the correct item at no additional charge, subject to ingredient availability.
• Replacement requests must be made within 2 hours of receiving the original order.
• Replacements are offered for items that were incorrect, missing, or of unacceptable quality — not for items that were accurately prepared but simply not to personal taste preference.
• We reserve the right to offer a replacement instead of a cash refund in cases where the issue can be readily corrected.
• If a replacement is not feasible (e.g., the item is unavailable or the customer is not available for re-delivery), a refund or store credit will be offered as an alternative.

10. Dispute Resolution Process

Dewey's Pizza is committed to resolving all refund-related disputes fairly and efficiently. If you are dissatisfied with the outcome of a refund request, you have the following options:

10.1 Internal Escalation

If your initial refund request has been denied or you feel the resolution offered was inadequate, you may request escalation to our management team. Please email [email protected] with the subject line "Refund Dispute — Escalation Request" and include:

• Your original order number
• Details of the original complaint
• The resolution previously offered (if any)
• An explanation of why you believe a different resolution is warranted

We will review escalated cases within 3–5 business days and respond with a final determination.

10.2 Chargeback Rights

You retain the right to initiate a chargeback through your credit card issuer or bank in accordance with applicable consumer protection regulations and card network rules. However, we respectfully ask that you first attempt to resolve the matter directly with us, as chargebacks can often be resolved more quickly through direct communication.

10.3 FTC and Consumer Protection Resources

Consumers in the United States have rights protected under the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. If you believe Dewey's Pizza has engaged in such practices, you may file a complaint with the FTC at www.ftc.gov or contact your applicable state's consumer protection office.

10.4 Informal Resolution Preference

We strongly prefer to resolve all disputes informally and directly. Legal action or formal complaints should be considered a last resort. Dewey's Pizza is committed to engaging in good faith efforts to find a mutually satisfactory resolution.

11. Food Safety and Health Concerns

Your health and safety are of the utmost importance to us. If you believe that food you received from Dewey's Pizza may have caused a foodborne illness or adverse health reaction, please:

1. Seek appropriate medical attention immediately if required.
2. Contact us as soon as possible at [email protected] with details of your experience.
3. If applicable, preserve any remaining food for potential inspection.
4. You may also contact your local health authority or the FDA's food safety reporting hotline.

Health-related complaints will be treated with the highest priority and investigated thoroughly.

12. Policy Amendments

Dewey's Pizza reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes will become effective upon posting the updated policy to our website at cafedeweys.click. The "Last Updated" date at the top of this page will reflect the most recent revision.

We encourage all customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the following details:

Our customer service team is dedicated to responding to all inquiries promptly. We aim to acknowledge all refund-related communications within 1 business day and resolve most issues within 3–7 business days, depending on the complexity of the request.