Refund Policy

Last Updated: June 9, 2026

1. Overview

This Refund Policy applies to all purchases made through our website (pizza-roundtable.rest), by phone, in-store, or through any authorized third-party delivery platform associated with Round Table Pizza. By placing an order with us, you agree to the terms outlined in this policy.

Our refund practices are guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes. We aim to resolve all refund and complaint matters fairly, promptly, and transparently.

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 and does not match what you ordered (wrong items, missing items, or wrong customizations).
• Your food arrived in an unsatisfactory condition, such as being excessively cold, burnt, undercooked, or otherwise inedible.
• You received a food item that contained an allergen you specified should be excluded at the time of ordering.
• Your order was never delivered or picked up was never fulfilled due to our error.
• A technical or billing error resulted in a duplicate charge or incorrect amount being charged to your payment method.
• You placed an order and canceled it within the permitted cancellation window before preparation began.

Refunds are evaluated on a case-by-case basis. Round Table Pizza reserves the right to request supporting documentation, such as photographs of the food or order confirmation details, before approving a refund.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Food items that have been fully consumed or largely eaten before a complaint is made.
• Orders where the customer provided incorrect delivery address information.
• Personal taste preferences that do not reflect a quality defect (e.g., "I didn't like the flavor of the sauce").
• Promotional or complimentary items received at no charge.
• Gift cards and prepaid meal vouchers (except as required by applicable law).
• Delivery fees charged by third-party delivery platforms, as these are outside Round Table Pizza's direct control.
• Orders canceled after food preparation has commenced.
• Catering orders canceled less than 24 hours before the scheduled event or delivery time.

4. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the timeframes listed below:

Requests submitted outside these timeframes may be declined at Round Table Pizza's discretion, unless exceptional circumstances apply.

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

Follow these steps to submit a refund request:

1. Gather your information: Have your order confirmation number, the date and time of your order, a description of the issue, and any supporting photographs ready before reaching out.
2. Contact us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizza-roundtable.rest
3. Describe your issue clearly: In your message or call, explain what went wrong, the specific items affected, and what resolution you are seeking (refund, replacement, or store credit).
4. Submit supporting evidence: If applicable, attach photographs of the food item(s), packaging, or receipt to support your claim.
5. Await review: Our team will review your request and respond within 2 business days. We may contact you for additional information if needed.
6. Receive your resolution: Once approved, your refund, replacement, or store credit will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once your refund has been approved, processing times vary depending on the payment method used for the original transaction:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account may depend on your bank or card issuer's policies. Round Table Pizza is not responsible for additional delays caused by financial institutions.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations where a partial refund may apply include:

• Only some items in your order were incorrect, missing, or unsatisfactory, while the remaining items were acceptable.
• The food had a minor quality issue that diminished but did not entirely negate the value of the meal.
• A catering or large group order was partially fulfilled or partially defective.
• A discount, coupon, or promotional code was applied at checkout — the refund will reflect the actual amount paid rather than the original price.

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue reported.

8. Exchange and Replacement Policy

In many cases, Round Table Pizza prefers to offer a replacement rather than a monetary refund, particularly for food quality issues where a fresh preparation can resolve the problem quickly and effectively.

Replacements are available under the following conditions:

• The original order was incorrect or of poor quality, as described in Section 2 of this policy.
• The request is made within the applicable timeframe (see Section 4).
• The location responsible for the original order has the capacity to fulfill the replacement in a reasonable time.

If a replacement is not possible (e.g., due to store hours, item unavailability, or customer preference), a refund or store credit will be offered as an alternative. Customers are not required to accept a replacement in lieu of a refund if the circumstances meet the standard refund eligibility criteria.

9. Cancellation Policy

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

9.1 Standard Orders (Delivery and Pickup)

You may cancel a standard delivery or pickup order within 5 minutes of placement, provided that the kitchen has not yet begun preparing your order. To cancel, contact us immediately by phone or email. If the order has already entered preparation, cancellation may not be possible, and a refund will not be issued.

9.2 Pre-Scheduled and Advance Orders

If you placed an advance or pre-scheduled order, you may cancel it up to 2 hours before the scheduled pickup or delivery time without penalty. Cancellations made within 2 hours of the scheduled time may not be eligible for a full refund, as ingredients and preparation may have already been committed.

9.3 Catering and Large Group Orders

Catering orders and large group orders (typically 10 or more persons) require a minimum of 24 hours' notice for cancellation to receive a full refund. Cancellations made less than 24 hours before the event will not be refunded, as significant resources, ingredients, and staff scheduling will have already been allocated. In exceptional circumstances (such as a documented emergency), Round Table Pizza may offer a store credit at its discretion.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, or similar platforms), please note the following:

• Refund and cancellation policies for third-party platform orders may be governed by the respective platform's terms and conditions.
• Delivery fees and service charges collected by third-party platforms are not refundable by Round Table Pizza.
• For issues related to delivery (e.g., late delivery, missing items due to delivery handling), we recommend contacting the delivery platform's customer support directly.
• For food quality issues originating from our kitchen, you are welcome to contact us directly using the contact information in Section 13 of this policy, and we will do our best to assist you.

11. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request or believe your complaint was not handled fairly, you have the following options for escalation and dispute resolution:

11.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer relations team. You can do this by emailing [email protected] with the subject line "Refund Dispute Escalation" and including your original case or order reference number. We will review escalated disputes within 5 business days and provide a final internal determination.

11.2 Chargeback Rights

Under applicable U.S. consumer protection law and the policies of major card networks (Visa, Mastercard, American Express, Discover), you have the right to dispute a transaction with your bank or credit card issuer if you believe a charge was unauthorized, fraudulent, or not fulfilled as agreed. We encourage customers to contact us first to resolve issues directly before initiating a chargeback, as this helps us improve our service and resolve matters more quickly.

11.3 Consumer Protection Agencies

Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their applicable state consumer protection office if they believe they have been treated unfairly. California residents may also contact the California Department of Consumer Affairs for additional guidance.

11.4 Informal Resolution Preference

Round Table Pizza strongly prefers to resolve all customer concerns informally and amicably before any formal or legal proceedings are initiated. We ask that you give us a reasonable opportunity to address your concern through our internal process before escalating to external agencies or legal action.

12. Changes to This Refund Policy

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizza-roundtable.rest with an updated "Last Updated" date at the top of this page. We encourage you to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions about this policy, please reach out to our customer support team through the following channels:

Our customer support team is available during regular business hours. We strive to respond to all refund inquiries within 2 business days of receipt.