Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

Welcome to Dewey's Pizza. We are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or replacement is necessary, and we have established this policy to ensure a fair and transparent process for all our customers.

This Refund Policy applies to all purchases made through our website (deweyscafe.rest), by phone, in person at our location, or through any third-party delivery platforms associated with Dewey's Pizza. By placing an order with us, you agree to the terms outlined in this policy.

This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any applicable state laws where service is provided.

2. Our Commitment to Quality

Every order that leaves our kitchen is prepared with fresh ingredients and held to strict quality standards. However, we recognize that mistakes can happen — incorrect orders, quality issues, or delivery problems. In those instances, we are here to make it right.

Dewey's Pizza reserves the right to offer a refund, store credit, or replacement at our discretion based on the nature of the complaint and the circumstances of the order. Our goal is always to resolve any issue promptly and fairly.

3. Eligibility Conditions for Refunds

You may be eligible for a refund or replacement under the following conditions:

• You received the wrong item(s) that were not part of your order.
• Your food arrived in an inedible or severely compromised condition (e.g., raw, burnt, foreign objects).
• A significant portion of your order was missing upon delivery or pickup.
• You were charged an incorrect amount for your order.
• Your order was never delivered and delivery was confirmed lost (not applicable to in-store pickup).
• Duplicate charges were applied to your payment method for a single order.
• A technical error on our website or system resulted in an unintended order or overcharge.

To be considered for a refund, the issue must be reported within the eligible timeframe described in Section 4. Photographic evidence of the problem may be required to process your request.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. The following timeframes apply to all refund requests:

Refund requests submitted outside of these timeframes will be reviewed on a case-by-case basis and may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are discovered.

5. Non-Refundable Items and Situations

Refunds will not be issued under the following circumstances:

• The customer simply changed their mind after the order was prepared or delivered.
• The customer ordered the incorrect item(s) and the order was correctly fulfilled as placed.
• Dissatisfaction with spice level, taste preference, or personal taste — provided the food was prepared as described on the menu.
• Food that has already been substantially consumed (more than half eaten) prior to reporting a quality complaint.
• Delays caused by third-party delivery services, traffic, weather conditions, or other factors outside our reasonable control.
• Orders placed through third-party apps or platforms — these must be resolved directly with the respective platform (e.g., DoorDash, Uber Eats, Grubhub).
• Promotional or discounted items marked as final sale at the time of purchase.
• Gift cards or store credits once issued.
• Delivery fees, where applicable, unless the non-delivery was solely due to our error.

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

To submit a refund request, please follow the steps below. Completing all steps will help us process your request as efficiently as possible.

1. Step 1 — Gather your order information. Locate your order confirmation number, the date and time of your order, the items ordered, and the payment method used.
2. Step 2 — Document the issue. If applicable, take clear photographs of the incorrect, missing, or compromised food items. Written descriptions are helpful but photos significantly speed up the resolution process.
3. Step 3 — Contact us. Reach out to our customer service team using one of the methods listed below. Provide your order number, a description of the problem, and attach any supporting photographs.
   • Email: [email protected]
   • Website: deweyscafe.rest
4. Step 4 — Await confirmation. You will receive an acknowledgment of your request within 1–2 business days. Our team will review the details and may follow up with additional questions.
5. Step 5 — Resolution. Once we have reviewed your request, we will notify you of the outcome — refund approval, partial refund, store credit, replacement offer, or denial — along with an explanation.

7. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the credit to your account. Dewey's Pizza is not responsible for delays caused by third-party financial institutions.

8. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only specific items in the order were incorrect, missing, or unsatisfactory while the rest of the order was acceptable.
• A portion of the food was consumed prior to reporting the issue, indicating partial satisfaction.
• The customer accepted a partial replacement or accommodation for part of the order issue.
• The issue was due in part to customer-provided instructions that we attempted to fulfill but could not fully accommodate.

The amount of a partial refund will be calculated based on the proportional value of the affected items in the order, exclusive of taxes and any fees that were reasonably incurred. Our team will communicate the partial refund amount and rationale clearly in our response to your request.

9. Replacement and Exchange Policy

In many cases, particularly for food quality or incorrect order issues, we may offer a replacement meal or item rather than a monetary refund. Replacements are subject to the following conditions:

• Replacement orders must be claimed within 24 hours of the replacement offer being communicated to the customer.
• Replacements are offered at no additional charge to the customer and are of equal or greater value to the original affected item.
• Replacements can be picked up in-store or, where applicable, redelivered to the original delivery address.
• If a customer declines a replacement offer, we may, at our discretion, offer store credit instead of a monetary refund.
• Exchanges for different menu items (i.e., swapping one item for a completely different item by customer preference) are not guaranteed and are offered at Dewey's Pizza's sole discretion.

We believe a fresh, correctly prepared replacement is often the best resolution for food-related issues, and we will always make this our first offered solution where feasible.

10. Cancellation Policy

We begin preparing your order shortly after it is confirmed, so the window for cancellation is very limited. The following cancellation terms apply:

10.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement, provided our kitchen has not yet begun preparation.
• To cancel, you must contact us immediately by phone or email with your order number.
• If cancellation is successful before preparation begins, a full refund will be issued.
• Orders that have already entered preparation cannot be cancelled and are non-refundable on the basis of changed mind or error in ordering.

10.2 Catering and Large Group Orders

• Catering orders or orders for large groups (10 or more people) must be cancelled at least 48 hours before the scheduled order time.
• Cancellations made 24–48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are non-refundable due to ingredient procurement and preparation costs.

10.3 Scheduled Future Orders

• Orders scheduled for a future date may be cancelled up to 24 hours before the scheduled order time for a full refund.
• Cancellations made within 24 hours of the scheduled time will be reviewed on a case-by-case basis.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, your refund request must be submitted directly through that platform's customer support process. Dewey's Pizza does not have access to payment information for orders placed through third-party platforms and therefore cannot process refunds for those transactions directly.

We encourage you to review the refund and cancellation policies of the specific platform through which your order was placed. If you believe the issue was caused by an error on our part, you may still contact us at [email protected] to report the issue, as we take all quality feedback seriously.

12. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with our response to your refund request, the following dispute resolution process applies:

1. Internal Review Request: Contact us at [email protected] to request an escalated internal review of your refund decision. Please include your original complaint details and the reason you are disputing the outcome. We will respond within 3–5 business days.
2. Good Faith Negotiation: We commit to engaging in good faith discussions with any customer who raises a dispute. Our management team will review all relevant information and attempt to reach a mutually satisfactory resolution.
3. Chargeback Rights: Customers retain the right to dispute charges with their bank or credit card issuer under the Fair Credit Billing Act (FCBA) and applicable card network rules. We encourage customers to contact us first before initiating a chargeback, as most issues can be resolved more quickly through direct communication.
4. Consumer Protection Resources: Customers may also file complaints with the Federal Trade Commission (FTC) at ftc.gov or their applicable state consumer protection agency if they believe their consumer rights have been violated.

Dewey's Pizza is not responsible for any fees or charges imposed by financial institutions in connection with disputed transactions. We always aim to resolve issues before they escalate to formal disputes.

13. Store Credit

In some cases, we may offer store credit as an alternative to a monetary refund. Store credit is issued as a unique code or in-store account balance and may be used toward any future purchase at Dewey's Pizza. The following terms apply to store credit:

• Store credit does not expire and retains its full value until used.
• Store credit cannot be redeemed for cash and is non-transferable.
• Store credit may not be combined with other promotional discounts unless explicitly stated.
• Lost or stolen store credit codes are non-replaceable — please keep your credit code secure.

14. Fraud Prevention

Dewey's Pizza takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we reasonably believe are made in bad faith, are fraudulent, or involve misrepresentation of facts. Customers who are found to be abusing our refund policy may have their ability to place future orders restricted.

We use order history and customer account information to identify patterns of abuse and ensure our refund process remains fair for all customers.

15. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at deweyscafe.rest with an updated effective date. Your continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

16. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please reach out to our customer service team using the contact details below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last reviewed and updated on July 5, 2026. It supersedes all prior versions of Dewey's Pizza's refund policies.