Refund Policy

Effective Date: April 22, 2026 | Last Updated: April 22, 2026

1. Introduction

Pizzana ("we," "us," or "our") operates the website pizz-pizzana.top and provides food products and related services to customers across the United States. Because we deal in perishable food items, our refund policy is designed to balance customer satisfaction with the practical limitations of food service operations.

This policy applies to all purchases made through our website, over the phone, or in-person at our location. By placing an order with Pizzana, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.).

2. Eligibility Conditions for Refunds

We want every customer to enjoy their experience with Pizzana. A refund may be granted under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Missing Items: Part of your order was not delivered or was missing from your pickup bag.
• Food Quality Issues: The food was undercooked, spoiled, or in an otherwise unacceptable condition upon receipt.
• Allergic Reactions Due to Mislabeling: If an allergen was present in your food that was not disclosed on the menu or in the order confirmation, and you suffered an adverse reaction as a result.
• Failed Delivery: Your delivery order never arrived, and confirmation of non-delivery can be established.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transactions: You did not authorize the charge that appeared on your account.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting evidence (such as photographs) before approving a refund.

3. Non-Refundable Items and Circumstances

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

4. Timeframes for Refund Requests

Because our products are perishable food items, it is essential that refund requests be submitted promptly. The following timeframes apply:

• Food Quality / Incorrect Order / Missing Items: You must contact us within 2 hours of receiving your order for the fastest resolution. Requests submitted within 24 hours of delivery or pickup will still be considered, subject to review.
• Failed Delivery: Report a failed delivery within 24 hours of the scheduled delivery time.
• Duplicate Charges / Unauthorized Transactions: These must be reported within 7 calendar days of the transaction date. For unauthorized charges, we also recommend you contact your bank or card issuer simultaneously.

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

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

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and any supporting documentation (such as photos of the incorrect or damaged food).
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: pizz-pizzana.top (use the contact form)
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. Include your order number, the specific items affected, and a description of the issue. Attach any relevant photos if applicable.
4. Step 4 – Review Process: Our team will review your request and may follow up for additional information. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome. If approved, a refund will be issued via the original payment method or as a store credit, at our discretion.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach your account depends on your payment method:

Please note that Pizzana processes refunds promptly upon approval, but the actual timing depends on your bank or payment provider's policies. Pizzana is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Pizzana may issue a partial refund under the following circumstances:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected only part of the order (e.g., one pizza out of two was improperly made).
• A portion of the order was consumed before the quality issue was identified.
• A delivery was late but eventually arrived, and the customer experienced only minor inconvenience.
• A promotional discount was applied to the original order, and only the non-discounted value is eligible for refund.

The amount of any partial refund will be determined at Pizzana's reasonable discretion, taking into account the nature and extent of the issue reported.

8. Exchange Policy

As a food service business, Pizzana does not typically offer direct food-for-food exchanges once an order has left our premises. However, in cases where an incorrect item was delivered or prepared, we may, at our discretion, offer the following resolution options:

• Re-Delivery: We will prepare and deliver the correct item at no additional charge (subject to availability and timing). Re-delivery is offered when feasible and within a reasonable distance and timeframe.
• Store Credit: We may issue store credit equivalent to the value of the incorrect item, which can be applied to your next order.
• Monetary Refund: A refund to your original payment method for the value of the incorrect or missing item.

Exchanges or replacements are subject to kitchen availability and operating hours. We will make every reasonable effort to correct errors as quickly as possible.

9. Cancellation Policy

Due to the nature of our business, order cancellations are subject to strict time limitations. Food preparation typically begins within minutes of order confirmation.

9.1 Online and Phone Orders

• Within 5 minutes of placement: Cancellations requested within 5 minutes of placing your order may be honored, provided preparation has not yet begun. A full refund will be issued.
• After 5 minutes: Once food preparation has started, we are unable to guarantee a cancellation. If cancellation is not possible, you may be eligible for a store credit at our discretion.
• After dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be cancelled and are not eligible for a refund solely on the basis of cancellation.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically defined as orders over $100 or for 10 or more people), the following cancellation terms apply:

• More than 48 hours before scheduled delivery/pickup: Full refund issued.
• 24–48 hours before scheduled delivery/pickup: 50% refund issued; the remainder is retained to cover preparation costs.
• Less than 24 hours before scheduled delivery/pickup: No refund issued. Store credit may be offered at Pizzana's discretion.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request or have a billing dispute, Pizzana encourages you to follow the dispute resolution steps outlined below.

10.1 Internal Resolution

As a first step, please contact our customer service team directly. We are committed to resolving all disputes fairly and promptly. Most issues are resolved at this stage within 2–5 business days.

• Email: [email protected]
• Website: pizz-pizzana.top

10.2 Chargeback Rights

If you believe you have been charged incorrectly or fraudulently, you have the right to initiate a chargeback through your bank or credit card provider. Under the Fair Credit Billing Act (FCBA) and protections offered by major card networks, cardholders may dispute unauthorized or erroneous charges. We recommend first contacting us to allow us the opportunity to resolve the issue before initiating a chargeback.

10.3 Consumer Protection Resources

United States consumers have additional rights and resources available to them:

• Federal Trade Commission (FTC): You may file a complaint at ftc.gov if you believe we have engaged in unfair or deceptive trade practices under the FTC Act.
• State Attorney General: You may contact your state's Attorney General office for consumer protection assistance.
• Better Business Bureau (BBB): Complaints may be submitted to the BBB at bbb.org.

10.4 Informal Mediation

If internal resolution attempts fail, both parties agree to attempt resolution through informal mediation before pursuing formal legal remedies. Either party may request mediation in writing, and both parties will cooperate in good faith to select a mutually agreeable mediator.

11. California Residents – Additional Rights

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA). While these laws primarily concern data privacy, California consumer protection laws also offer additional protections regarding deceptive business practices. For more information, visit the California Attorney General's website at oag.ca.gov.

12. Modifications to This Policy

Pizzana reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective upon posting to our website at pizz-pizzana.top. The date of the most recent revision will be indicated at the top of this page. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or would like to submit a refund request, please contact us using the information below: