Refund Policy

At Pizza Ranch, we are committed to providing our customers with the highest quality food and service. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for all refund and exchange requests. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all orders placed through our website at ranch-pizza.digital, by phone, or in person at our location. By placing an order with Pizza Ranch, you agree to the terms outlined in this policy. Our goal is to resolve any issues promptly and fairly in accordance with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

We take every complaint and concern seriously. If you are dissatisfied with your order for any reason, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Your order was incorrect — meaning items you received were different from what you ordered.
• Your order was missing one or more items that were charged to your account.
• The food received was of unacceptable quality — for example, it was undercooked, burnt, spoiled, or otherwise inedible.
• Your order was not delivered within the estimated delivery window without prior notice.
• You received a duplicate charge for the same order.
• Your order was canceled by Pizza Ranch prior to preparation or delivery.
• A verified technical error occurred during the checkout process resulting in an incorrect charge.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Refund requests submitted after the applicable deadline will be reviewed on a case-by-case basis and may be denied. We strongly encourage customers to contact us as soon as a problem is identified.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds will not be issued simply because you changed your mind after placing an order that was correctly prepared.
• Customized orders: Orders with specific customizations (extra toppings, special sauces, dietary modifications) that were correctly fulfilled as requested are not eligible for refunds.
• Partially consumed meals: If more than 25% of a food item has been consumed, it may not be eligible for a full refund.
• Delivery fees: Delivery and service fees are non-refundable unless the delivery was not completed.
• Promotional or discounted items: Items purchased using special promotions, coupons, or discount codes may have limited or no refund eligibility as specified at the time of the promotion.
• Gift cards and vouchers: Purchased gift cards and vouchers are non-refundable but may be transferred to another person.
• Catering orders canceled within 24 hours: Catering or large group orders canceled less than 24 hours before the scheduled service time are not eligible for a refund.

5. How to Request a Refund — Step-by-Step

If you believe you are entitled to a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date of purchase, and payment method ready.
2. Step 2 — Document the Issue: If your complaint relates to food quality, incorrect items, or missing items, take clear photographs of the food or packaging as evidence.
3. Step 3 — Contact Us: Reach out to us via email at [email protected] or visit our website at ranch-pizza.digital. You may also call or visit us in person during business hours.
4. Step 4 — Submit Your Refund Request: Provide the following details in your communication:
   • Your full name
   • Order number and date
   • Description of the issue
   • Photographs or supporting evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Await Review: Our customer service team will review your request and respond within 2 business days. We may follow up with additional questions or request further documentation.
6. Step 6 — Refund Confirmation: Once your refund is approved, we will notify you via email and process the refund through your original payment method or issue store credit, depending on your preference and the circumstances of your request.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

7. Partial Refunds

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

• Only certain items in an order were incorrect, missing, or unsatisfactory — a refund will be issued for those specific items only.
• The food was consumed in significant part before the complaint was made — a proportional refund may be issued.
• A promotional discount was applied to the order — the refund will be calculated based on the actual amount paid after any discounts.
• A delivery fee is included in the order — delivery fees are only refunded if the order was not delivered at all.
• A catering or large order is partially canceled before the preparation deadline — only the canceled portion may be eligible for a refund.

The amount of a partial refund will be determined at the sole discretion of Pizza Ranch management and will be communicated to you before processing.

8. Exchange Policy

For food orders, direct exchanges (replacing one food item with another) are available under the following circumstances:

• You received the wrong item — we will prepare and deliver the correct item at no additional charge, or offer a refund if re-delivery is not feasible.
• The item is found to be inedible due to a preparation error — we will remake the item and deliver it or make it available for pickup.
• An item is unavailable after your order was placed — we will offer a comparable substitute of equal or greater value, or issue a refund for that item.

Exchanges are subject to availability and must be requested within the timeframes specified in Section 3 of this policy. We do not offer exchanges for items that were correctly prepared and delivered as ordered.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Standard Orders

For standard delivery or pickup orders, cancellations may be requested within 5 minutes of placing the order. Once an order has entered the preparation stage, it cannot be canceled and a refund may not be issued. To cancel an order, please contact us immediately at [email protected] or call us directly.

9.2 Catering and Large Group Orders

Catering or large group orders may be canceled with a full refund if the cancellation is made at least 48 hours before the scheduled service time. Cancellations made between 24 and 48 hours before the service time will receive a 50% refund. Cancellations made less than 24 hours before the service time are not eligible for a refund.

9.3 Pre-Orders and Scheduled Orders

Orders scheduled for future delivery or pickup may be canceled up to 2 hours before the scheduled time for a full refund. Cancellations within 2 hours of the scheduled time may not be eligible for a full refund depending on whether preparation has already begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your complaint through the following process:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the decision, you may request a review by a senior member of our customer service team. Please respond to the original email communication or send a new message to [email protected] with the subject line "Refund Dispute — [Your Order Number]". Include a detailed explanation of why you believe the decision was incorrect. A supervisor will review your case within 3 to 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe you have been incorrectly billed or if a refund was not properly processed. We encourage customers to attempt to resolve issues directly with us before initiating a chargeback, as this allows us to address your concern more quickly. Under the Fair Credit Billing Act (FCBA), you have the right to dispute billing errors with your credit card company.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — handles unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — handles financial transaction disputes.
• Your State Attorney General's Office: Many states have consumer protection divisions that handle complaints about business practices.
• Better Business Bureau (BBB): www.bbb.org — for mediation and dispute resolution.

10.4 Informal Resolution

Pizza Ranch is committed to resolving all disputes in good faith. Before pursuing formal legal action, we strongly encourage customers to engage in direct communication with us to reach a mutually agreeable solution. Most disputes can be resolved quickly and fairly through direct dialogue.

11. Changes to This Refund Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at ranch-pizza.digital. We encourage 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

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below. Our customer service team is ready to assist you.

This Refund Policy was last updated on April 10, 2026. All rights reserved. Pizza Ranch — ranch-pizza.digital