Refund Policy

At Pizza Ranch, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and dispute resolutions are handled. Please read this policy carefully before placing an order through our website at pizzranch.digital or through any affiliated ordering platform.

By placing an order with Pizza Ranch, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy is governed by applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Pizza Ranch will consider refund requests under the following circumstances. To be eligible for a refund, your situation must meet at least one of the criteria listed below:

• Incorrect Order: You received an order that does not match what was confirmed at the time of purchase (wrong items, missing items, or incorrect customizations).
• Quality Issues: The food item(s) delivered or picked up were of unacceptable quality — including items that were undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Order Not Received: Your order was confirmed and payment was processed, but the order was never delivered and was not available for pickup at the scheduled time.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge was made to your payment method without your knowledge or authorization.
• Significant Delay: Your delivery was delayed by more than 60 minutes beyond the estimated delivery time provided at checkout, and you were not previously notified of the delay.
• Allergy or Dietary Concern: The order contained ingredients that were specifically excluded due to a documented allergy or dietary restriction that was communicated at the time of the order.

2. Timeframes for Refund Requests

To ensure that your refund request can be properly investigated and processed, all claims must be submitted within the following timeframes:

Refund 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 there is an issue.

3. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and circumstances are generally non-refundable:

• Orders that have already been consumed in full or in significant part, where no quality issue existed at the time of delivery or pickup.
• Custom or specialty orders where the customer changed their mind after the order was prepared and is ready for pickup or already dispatched for delivery.
• Promotional or discounted items purchased under special deals or limited-time offers, unless the item itself was defective or incorrect.
• Gift cards, digital vouchers, and promotional credit issued by Pizza Ranch, except where required by applicable state law.
• Delivery fees and service charges, unless the order itself qualifies for a full refund due to a verified issue on our part.
• Orders placed through third-party platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) — these are subject to the refund policies of the respective third-party platform and must be addressed directly with them.
• Refund requests based solely on personal taste preferences or change of mind after the order has been prepared and delivered as specified.

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

To submit a refund request, please follow the steps outlined below. Providing accurate and complete information will help us process your request as quickly as possible.

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the items ordered, the total amount charged, and your payment method.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the food item(s) in question. This is particularly important for quality issues, incorrect items, or missing portions. Photos help us resolve your claim more efficiently.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzranch.digital
4. Step 4 – Provide Required Details: In your message or refund request, include the following:
   • Full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days. We may reach out to ask for additional information or clarification.
6. Step 6 – Resolution: Once the review is complete, we will notify you of the outcome and, if approved, initiate the refund or alternative remedy within the applicable processing timeframe.

5. Refund Processing Times by Payment Method

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

Please note that while Pizza Ranch initiates the refund promptly upon approval, the actual posting of funds to your account is subject to your bank's or payment provider's processing times, which are beyond our control. If you do not see the refund reflected within the stated timeframe, we recommend contacting your bank or payment provider directly.

6. Partial Refunds

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

• Only a portion of the items in an order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in good condition.
• The customer consumed a significant portion of the order before identifying an issue, where the issue affected only part of the meal.
• A discount, coupon, or promotional credit was applied to the original order; the refund will reflect the actual amount paid rather than the full menu price.
• The delivery fee is non-refundable in cases where the food itself was delivered but a specific item requires a refund.
• Orders where a complimentary replacement was already offered and accepted for one portion of the order.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We aim to be fair and reasonable in all refund determinations.

7. Exchange Policy

In many cases where a refund is warranted, Pizza Ranch may offer an exchange or replacement as an alternative remedy. Our exchange policy works as follows:

• Replacement Order: If an item was missing, incorrect, or of unacceptable quality, we may offer to prepare and deliver a replacement item at no additional charge. This option is available for delivery orders within a reasonable distance and for pickup orders.
• In-Store Exchange: For in-store orders, customers may request an exchange at the point of service or within 30 minutes of leaving the location. Exchanges are subject to manager approval.
• Store Credit: As an alternative to a cash refund or replacement, we may offer store credit to be applied toward a future order at pizzranch.digital. Store credit does not expire and is applied to your account automatically.
• Upgrades: In some cases, where the exact replacement item is unavailable, we may offer a comparable or upgraded item at no additional cost.

We encourage customers to consider a replacement or store credit as a first resolution, as these options can often be processed faster than a monetary refund.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the nature of food preparation:

8.1 Online Orders

• Cancellation within 5 minutes of placing an order: Full refund will be issued if the order has not yet been confirmed and preparation has not begun.
• Cancellation after preparation has begun: Once our kitchen team has started preparing your order, cancellations may not be accepted. A store credit or partial refund may be considered at management's discretion.
• Scheduled Orders: Orders placed for a future scheduled time may be cancelled with a full refund up to 30 minutes before the scheduled preparation time.

8.2 Catering and Bulk Orders

• Catering or large group orders must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made between 12–24 hours before the scheduled time may receive a 50% refund or store credit.
• Cancellations made less than 12 hours before the scheduled time are generally non-refundable, as ingredients and preparation will have already been committed.

To cancel an order, please contact us immediately via email at [email protected] or through the order management section on pizzranch.digital.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you have the following options for escalating or resolving the dispute:

9.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer experience team. To do so, clearly indicate in your follow-up email to [email protected] that you wish to escalate the matter. Our team will review the case within 3–5 business days and provide a final determination.

9.2 Chargeback Rights

Under U.S. consumer protection laws and card network rules, you have the right to initiate a chargeback with your credit or debit card issuer if you believe a charge was unauthorized or if a dispute cannot be resolved directly with us. We encourage customers to attempt resolution with Pizza Ranch before initiating a chargeback, as this allows us to address the issue more efficiently.

9.3 FTC and Consumer Protection Resources

The Federal Trade Commission (FTC) provides resources for consumers who believe they have been treated unfairly by a business. You may file a complaint with the FTC at ftc.gov/complaint. Additionally, your state's Attorney General's Office may offer consumer protection services and mediation resources.

9.4 Alternative Dispute Resolution

For disputes that cannot be resolved through our internal process, Pizza Ranch is open to voluntary mediation through a mutually agreed-upon neutral third party. Any formal legal disputes will be governed by the laws of the United States and the state in which our business operates, and shall be resolved in the appropriate jurisdiction.

10. Special Circumstances and Exceptions

Pizza Ranch reserves the right to make exceptions to this policy in extraordinary circumstances, including but not limited to natural disasters, public health emergencies, or significant operational disruptions. In such cases, we will communicate any temporary policy modifications clearly through our website at pizzranch.digital.

We also reserve the right to refuse refund requests that we reasonably believe are fraudulent, abusive, or in violation of our Terms of Service. Repeated or suspicious refund requests may result in account suspension or termination.

11. Changes to This Refund Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

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

This Refund Policy was last updated on March 28, 2026 and is effective as of the same date. All rights reserved. Pizza Ranch — pizzranch.digital.