Refund Policy

At Pizzana, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that there may be occasions when an order does not meet your expectations. This Refund Policy outlines your rights and our obligations with respect to refunds, cancellations, exchanges, and related matters. Please read this policy carefully before placing an order through our website at pizzana-cafe.click or through any other ordering channel.

By placing an order with Pizzana, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Quality

Pizzana takes pride in the quality, freshness, and accuracy of every order we prepare. Our team works diligently to ensure that each item is prepared according to your specifications and delivered or made available in excellent condition. However, we recognize that issues can occasionally arise, and we are dedicated to resolving any concerns promptly and fairly.

If you experience any issue with your order — including incorrect items, missing items, food quality concerns, or delivery problems — please contact us as soon as possible so we can make it right. We believe in honest, transparent resolutions and will do our best to accommodate reasonable refund and exchange requests within the guidelines set forth below.

2. Eligibility Conditions for Refunds

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

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The issue must be verifiable and reasonably documented (for example, a photograph of an incorrect or unsatisfactory item).
• The order must have been placed and paid for directly through pizzana-cafe.click or another authorized Pizzana ordering channel.
• The concern must relate to a defect, error, or quality issue that is within Pizzana's control and responsibility.
• The customer must not have consumed a substantial portion of the order before raising the concern, except in cases of food safety issues where consumption was unavoidable prior to discovery.

Pizzana reserves the right to evaluate each refund request on a case-by-case basis. Approval of a refund is not guaranteed but will be handled fairly and consistently in accordance with this policy.

3. Timeframes for Refund Requests

Refund requests must be submitted within the timeframes specified below. Requests submitted outside these windows may not be honored, except in extraordinary circumstances at Pizzana's sole discretion.

We strongly encourage customers to inspect their orders immediately upon receipt and to contact us without delay if any issue is identified. The sooner you reach out, the faster we can resolve your concern.

4. Non-Refundable Items and Situations

Certain items, situations, and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of mind: Refunds will not be issued simply because a customer changes their mind about an order after it has been prepared.
• Customer errors: Incorrect orders resulting from errors made by the customer during the ordering process (wrong items selected, incorrect customizations entered, wrong delivery address, etc.) are not eligible for refunds.
• Partially consumed orders: If the majority of the food item has been consumed, a refund will generally not be issued unless a verified food safety concern is identified.
• Promotional and discounted items: Items purchased as part of a limited-time promotion, special deal, or discounted offer may have limited or no refund eligibility depending on the specific promotion terms.
• Gift cards and vouchers: Purchases of gift cards, loyalty credits, or prepaid vouchers are non-refundable.
• Delivery fees: Delivery fees are generally non-refundable once the order has been dispatched, except in cases where Pizzana is solely responsible for a failed delivery.
• Third-party platform orders: Orders placed through third-party delivery platforms or apps are subject to those platforms' own refund policies. Pizzana is not responsible for processing refunds for orders placed outside of pizzana-cafe.click.
• Force majeure events: Delays or issues caused by circumstances beyond Pizzana's reasonable control, including severe weather, natural disasters, or infrastructure failures, are not grounds for a refund.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Gather your order information. Locate your order confirmation email or receipt. Have your order number, the date and time of purchase, and a description of the issue ready before contacting us.
2. Step 2 – Document the issue. Where possible, take clear photographs of the item(s) in question. Visual evidence greatly helps us assess and expedite your request.
3. Step 3 – Contact Pizzana. Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzana-cafe.click
4. Step 4 – Provide required details. In your message, include the following:
   • Your full name
   • Your order number or confirmation reference
   • A description of the issue
   • Any supporting photographs or documentation
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await our response. Our team will review your request and respond within 1–2 business days. We may contact you for additional information if needed.
6. Step 6 – Resolution. Once your request is reviewed and approved, we will notify you of the outcome and process your refund, replacement, or store credit accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while Pizzana processes refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your financial institution. Pizzana is not responsible for delays caused by banks or payment processors. If you have not received your refund within the timeframes listed above, please contact your bank or payment provider first, and then reach out to us at [email protected] if the issue persists.

7. Partial Refunds

In some cases, a partial refund may be appropriate rather than a full refund. Situations where a partial refund may be issued include:

• Only certain items in an order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• A portion of the food was consumed before the issue was identified.
• A delivery delay affected only part of the order's quality.
• A minor customization error was made that did not significantly impact the overall value of the order.
• The issue was partly due to customer error and partly due to a Pizzana error.

Partial refund amounts will be calculated based on the individual item prices listed at the time of purchase, and will be communicated clearly to the customer before processing. Customers may also be offered store credit as an alternative to a partial monetary refund.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges (returning food and receiving a replacement item) are handled on a limited basis. However, Pizzana does accommodate the following forms of remedy:

• Replacement orders: In cases where an incorrect item was delivered, Pizzana may offer to prepare and deliver or make available the correct item at no additional charge, subject to availability and operational feasibility.
• Store credit: Customers who prefer not to wait for a replacement may be offered store credit equivalent to the value of the affected item(s), redeemable on a future order at Pizzana.
• Re-preparation (in-store only): Customers who dine in or pick up in person may request that a dish be re-prepared if there is a quality concern identified immediately upon service, at the discretion of the on-duty manager.

All exchange and replacement requests are subject to the same eligibility conditions and timeframes described in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms below:

9.1 Online Orders

Once an online order is placed through pizzana-cafe.click, our kitchen begins preparation almost immediately. Therefore, cancellations must be requested within 5 minutes of placing the order to be eligible for a full refund. After this window, the order may already be in preparation and a cancellation may not be possible.

9.2 Pre-Orders and Catering Orders

For pre-orders or catering orders scheduled for a future date, cancellations may be accepted with the following conditions:

• More than 48 hours before the scheduled time: Full refund issued.
• 24 to 48 hours before the scheduled time: 50% refund issued; 50% retained as a preparation and reservation fee.
• Less than 24 hours before the scheduled time: No refund will be issued, as ingredients and preparation resources will have already been allocated.

9.3 In-Store Dining Reservations

For reservation cancellations, please notify us as early as possible. Cancellations made at least 24 hours in advance will not incur any charges. Late cancellations or no-shows may result in a cancellation fee where applicable and communicated at the time of booking.

10. Dispute Resolution Process

We genuinely hope that all concerns can be resolved directly and amicably with our customer support team. However, if you are not satisfied with the outcome of your refund request, you may pursue the following dispute resolution options:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request that your case be escalated to a senior member of our team. Please email [email protected] with the subject line "Refund Escalation – [Your Order Number]" and provide a detailed explanation of your concern and the outcome of your prior communication. We will review your case within 3 business days.

10.2 Chargeback Rights

Under United States consumer protection law, including protections enforced by the Federal Trade Commission (FTC) under the FTC Act, you may have the right to dispute a charge with your credit card company or bank if you believe a transaction was unauthorized or if a merchant failed to deliver goods or services as promised. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving disputes fairly and directly.

10.3 State Consumer Protection Agencies

Customers also have the right to file a complaint with their state's consumer protection office or the FTC at www.ftc.gov if they believe their consumer rights have been violated.

10.4 Informal Mediation

Prior to initiating any formal legal proceedings, the parties agree to attempt to resolve disputes through good-faith informal mediation. Customers may request mediation by contacting us at [email protected].

11. Food Safety and Allergic Reaction Concerns

Food safety complaints are treated with the highest priority at Pizzana. We take all allergen and contamination concerns seriously and will cooperate fully with any applicable health authority investigations. Refunds related to confirmed food safety issues will be processed promptly and in full.

When placing your order, please clearly communicate any dietary restrictions, allergies, or intolerances. While we make every effort to accommodate such requests, we cannot guarantee that our kitchen is entirely free from cross-contamination with common allergens.

12. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to pizzana-cafe.click. The "Last Updated" date at the top of this policy will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below. We are here to help and strive to respond to all inquiries promptly.

Our team is available to assist you during regular business hours. We will do our utmost to acknowledge your inquiry within 1 business day and to provide a resolution as quickly as possible.

This Refund Policy was last updated on May 28, 2026, and is effective as of the same date. All rights reserved by Pizzana.