Refund Policy

Effective Date: June 9, 2026 | Last Updated: June 9, 2026

1. Overview

This Refund Policy applies to all purchases made through our website at pizza-roundtable.digital, via telephone, or in-person at any Round Table Pizza location. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act, as well as applicable state laws.

We understand that issues can arise with food orders — whether related to quality, accuracy, delivery, or preparation. Our goal is to resolve every concern fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Allergic Ingredient Errors: An allergen was included in your order despite being specifically excluded at the time of ordering.
• Significant Delivery Delay: Your delivery was significantly delayed beyond the estimated delivery time and the food arrived in an unacceptable condition as a result.
• Duplicate Charges: You were charged more than once for a single transaction.
• Technical Overcharge: A system error resulted in an incorrect amount being charged to your payment method.

To be eligible for a refund, you must be able to provide reasonable evidence of the issue, such as a photograph of the incorrect or unsatisfactory food item, your order confirmation number, and a brief description of the problem.

3. Timeframes for Refund Requests

Timing is important when requesting a refund for food orders. Please review the following timeframes:

4. Non-Refundable Items and Situations

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

• Orders where the customer simply changed their mind after the food was prepared.
• Customized orders that were prepared exactly as requested but the customer is unsatisfied with their own customization choices.
• Orders that have been substantially consumed (more than half eaten) before a complaint is raised, unless there is a documented health or safety concern.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees, service fees, and processing fees, except in the case of a full order refund due to non-delivery.
• Tip amounts paid to delivery drivers.
• Digital gift cards or vouchers once they have been redeemed or used.
• Requests submitted outside of the eligible timeframe described in Section 3.
• Dissatisfaction due to general taste preference, provided the food was prepared correctly as ordered.

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

Requesting a refund from Round Table Pizza is straightforward. Please follow the steps below:

1. Step 1 — Gather Your Information: Locate your order confirmation number, receipt, or transaction ID. If the issue relates to food quality, take clear photographs of the item before disposing of it.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pizza-roundtable.digital. For urgent matters, you may also visit your nearest Round Table Pizza location in person.
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem, including your order number, the items affected, and what went wrong. Attach any relevant photos or supporting documentation.
4. Step 4 — Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days and begin reviewing your claim.
5. Step 5 — Review and Decision: We will evaluate your request based on the information provided and our internal records. We may request additional information if needed. A decision will typically be made within 3–5 business days.
6. Step 6 — Refund Issued: If your request is approved, we will process your refund according to the payment method used (see Section 6 below). You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is ultimately determined by your financial institution or payment provider and is outside of our control.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order and the remaining items were acceptable.
• A discount or promotional code was applied at checkout, meaning only the amount actually paid is eligible for refund.
• The customer contributed to the issue through ambiguous or unclear customization instructions.
• A significant portion of the food was consumed before the issue was reported.

The amount of a partial refund will be calculated based on the individual price of the affected item(s), including applicable taxes. Delivery fees are generally not refunded in partial refund scenarios unless the issue was order-wide.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Round Table Pizza may offer to remake or replace the incorrect or unsatisfactory item(s). Our exchange policy works as follows:

• Remade Orders: If your food was incorrect or below quality standards, we may offer to prepare a fresh replacement order at no additional cost. This applies to dine-in, carry-out, and delivery orders.
• Store Credit: Instead of a cash or card refund, we may offer store credit in the form of a voucher or account credit, which can be used toward a future order at pizza-roundtable.digital.
• Combination Resolution: For large orders or catering issues, we may offer a combination of a partial refund and store credit.
• Customer Preference: We will always attempt to accommodate your preferred resolution method. However, in cases where the issue is minor and a remake is feasible, we may prioritize a replacement over a cash refund.

Exchanges and remakes 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. Below is our policy regarding order cancellations:

9.1 Standard Orders (Delivery and Pickup)

Orders may be cancelled for a full refund if the cancellation is requested before the order enters preparation. Once our kitchen staff begins preparing your food, a cancellation may not be possible or may result in only a partial refund or store credit.

• To cancel an order, contact us immediately via email at [email protected] or call your nearest location directly.
• Online orders: You must submit your cancellation request within 5 minutes of placing the order to qualify for a full refund, as food preparation may begin immediately.
• Scheduled future orders: May be cancelled or modified up to 2 hours before the scheduled preparation time for a full refund.

9.2 Catering and Large Group Orders

For catering orders or bulk orders for events:

• Cancellations made 48 hours or more before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the order is due will not be eligible for a refund, as ingredients and preparation will already be underway.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Round Table Pizza offers the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is inadequate, you may request that your case be escalated to a senior member of our customer relations team. To escalate a dispute, email us at [email protected] with the subject line "Refund Dispute Escalation" and include your original request details and your reason for disputing the decision. We will respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card issuer or bank under applicable federal and state consumer protection laws. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback. However, we fully respect your right to do so under the Fair Credit Billing Act (FCBA) and other applicable regulations.

10.3 Third-Party Mediation

In the event that a dispute cannot be resolved through direct communication, both parties may agree to pursue resolution through a neutral third-party mediator. Costs for mediation shall be shared equally unless otherwise agreed.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state law. Consumer protection rights under the FTC Act and applicable state statutes are fully preserved and nothing in this policy shall be construed to limit your statutory rights as a consumer.

11. Special Circumstances

11.1 Food Safety Concerns

If you believe a food item caused illness or posed a health risk, please contact us immediately. We take food safety matters extremely seriously. In addition to processing a full refund, we will conduct an internal investigation and, where appropriate, cooperate with local health authorities. Your safety is our highest priority.

11.2 Third-Party Delivery Platforms

If you placed your order through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or another platform, your refund request may need to be submitted directly to that platform in accordance with their policies. We encourage you to contact us as well, as we are committed to working collaboratively with these platforms to resolve your issue as efficiently as possible.

11.3 Force Majeure

In cases where order issues arise due to circumstances beyond our reasonable control — such as extreme weather, natural disasters, or civil disturbances — we will make every reasonable effort to issue refunds or store credit, but we cannot guarantee specific outcomes in such cases.

12. Policy Updates

Round Table Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizza-roundtable.digital. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please reach out to us using the contact details below. Our customer support team is available Monday through Sunday during regular business hours.