Refund Policy

Effective Date: May 30, 2026 | Last Updated: May 30, 2026

1. Overview

This Refund Policy applies to all purchases made through our website pizza-roundtable.click, by phone, or in person at our location. By placing an order with Round Table Pizza, you agree to the terms set forth in this policy. We encourage you to read it carefully before completing your purchase.

Our refund practices are consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. If you are a California resident, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA) with respect to any personal data associated with your refund request.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Round Table Pizza experience. A refund or credit may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong toppings, wrong size, wrong crust type, or wrong item entirely).
• Missing Items: One or more items included in your order confirmation were not included in your delivery or pickup order.
• Quality Issues: The food was undercooked, overcooked, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Damaged or Spoiled Food: The product was delivered in an unsatisfactory condition, damaged during transport, or appeared spoiled upon arrival.
• Significant Delivery Delay: Your order arrived significantly later than the quoted delivery time (generally more than 45 minutes beyond the estimated delivery window), resulting in food that is no longer safe or suitable for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was confirmed as dispatched but never arrived at the provided delivery address.

Refund eligibility is assessed on a case-by-case basis. Round Table Pizza reserves the right to request photographic evidence or additional information to process your claim.

3. Non-Refundable Items and Situations

Certain circumstances are not eligible for a refund. Please review the following list carefully:

• Change of Mind: Orders that have already been prepared and are correct as placed are not eligible for a refund simply because you changed your mind or no longer want the item.
• Customization Errors by Customer: If you made an error when placing your order (incorrect address, wrong item selected, incorrect customization choices), and the order was prepared exactly as submitted, a refund will not be issued. We may, at our discretion, offer a partial credit.
• Consumed Orders: If more than half of the order has been consumed before a complaint is filed, a full refund will not be issued. A partial refund or store credit may be considered.
• Promotional and Discounted Items: Items purchased using promotional codes, limited-time offers, or deeply discounted deals may not be eligible for cash refunds but may qualify for store credit.
• Delivery Fees: Delivery fees and service charges are generally non-refundable unless the order was never delivered or a significant error was made on our part.
• Tips: Tips voluntarily provided at checkout are non-refundable under any circumstances.
• Orders Beyond the Refund Request Window: Refund requests submitted after the applicable timeframe outlined in Section 4 below will not be honored.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside these timeframes will be reviewed at our sole discretion and may be denied. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

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

Follow the steps below to submit your refund request efficiently:

1. Gather Your Order Information: Before reaching out, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of the order
   • Your name and contact information
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable, especially for quality or damage claims)
2. Contact Us Through One of the Following Channels:
   • Email: [email protected]
   • Website: pizza-roundtable.click
3. Submit Your Claim: Provide all relevant details in your message. Use the subject line: "Refund Request – Order #[Your Order Number]" when emailing us. The more detail you provide, the faster we can resolve your issue.
4. Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. Our team will review your claim and may follow up with additional questions.
5. Resolution Notification: Once our review is complete, we will notify you of the outcome via your provided email address. If approved, your refund or credit will be processed within the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your payment method. Please refer to the table below:

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following circumstances:

• Only one or a few items in a multi-item order were incorrect or missing, and the rest of the order was satisfactory.
• The food was partially consumed before the issue was identified.
• The issue involved a minor quality concern that does not warrant a full refund (e.g., a topping was light rather than completely absent).
• A promotional discount or coupon was applied to the order, in which case the refund will reflect the actual amount paid for the affected item(s).
• The order was delivered late but was still received and consumed.

The amount of any partial refund will be calculated based on the price of the affected item(s) as listed at the time of purchase, after applicable discounts. Our team will communicate the partial refund amount to you prior to processing.

8. Store Credit and Exchange Policy

In lieu of a cash or card refund, we may offer store credit or a replacement order in certain circumstances. Our exchange and credit policy is as follows:

• Replacement Order: If you received the wrong item or a significantly substandard product, we may offer to prepare and send a replacement order at no charge. This option is available during our regular operating hours and subject to availability.
• Store Credit: Store credit may be issued in cases where a cash refund is not available (e.g., promotional purchases) or at the customer's preference. Store credit is non-transferable, has no cash value, and must be used within 90 days of issuance.
• No Item Exchanges: Due to the perishable nature of our food products, we do not accept physical returns or exchanges of food items for food safety and hygiene reasons. If you received an incorrect item, please contact us and do not return the food.

9. Cancellation Policy

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

• Before Preparation Begins: If you contact us to cancel an order before our kitchen has begun preparing it, we will cancel the order and issue a full refund. Because our team begins preparing orders quickly after they are placed, you must contact us as soon as possible after placing your order.
• After Preparation Has Begun: Once our kitchen has started preparing your order, we are generally unable to cancel it. In this case, the order must be picked up or accepted upon delivery, and no refund will be issued for the cancellation.
• How to Cancel: To cancel an order, contact us immediately at [email protected] or visit pizza-roundtable.click. Please include your order number and the reason for cancellation.
• Pre-Scheduled or Catering Orders: For large catering orders or orders scheduled in advance, cancellations must be made at least 24 hours prior to the scheduled pickup or delivery time. Cancellations made within 24 hours of a large catering order may be subject to a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

10. Third-Party Delivery Platform Orders

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

• Refund requests for orders placed through third-party platforms must be directed to the respective platform, as the transaction is governed by their terms of service and refund policies.
• Round Table Pizza has limited ability to issue refunds for orders placed through third-party apps, as payments are processed through those platforms.
• For quality or accuracy concerns originating from our kitchen, you may also contact us directly, and we will work with the platform on your behalf where possible.
• Delivery issues caused by the third-party courier are the responsibility of that courier service or platform and are subject to their dispute resolution processes.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

1. Internal Escalation: Contact us at [email protected] and request that your case be escalated to a senior team member. Provide your original refund request reference number and a clear explanation of why you believe the initial decision was incorrect.
2. Written Review: Our management team will conduct a thorough review of your case within 5–7 business days and provide a written response with a final determination.
3. Chargeback Rights: If you paid by credit or debit card and believe you have been wrongly denied a refund for a legitimate reason, you have the right to contact your card issuer and initiate a chargeback. We will cooperate with any investigation conducted by your financial institution. Please note that initiating a chargeback without first attempting to resolve the issue with us directly may affect your ability to place future orders.
4. Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office if they believe their consumer rights have been violated.
5. California Residents: If you are a California resident, you may also contact the California Department of Consumer Affairs or exercise your rights under the California Consumer Privacy Act (CCPA/CPRA) regarding the personal information collected during your refund request process.

We are committed to resolving all disputes in good faith and in a fair, timely manner. Our goal is always to reach an outcome that is satisfactory for both the customer and our business.

12. Changes to This Refund Policy

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. When changes are made, the "Last Updated" date at the top of this page will be revised accordingly. We encourage you to review this page periodically to stay informed about our current refund practices. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

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