Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

Pizzana ("we," "us," or "our") is committed to providing high-quality food products and an exceptional ordering experience. We understand that issues can occasionally arise with food orders, and we strive to resolve every concern promptly and fairly.

This Refund Policy applies to all orders placed through our website meal-pizzana.click and any affiliated ordering platforms connected to our business. This policy is governed by applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-specific regulations.

If you have questions about this policy at any time, please contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong beverage, or wrong meal altogether).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption due to an error on our part.
• Late Delivery: Your delivery arrived significantly later than the estimated time provided at checkout, rendering the food unsatisfactory.
• Allergic Reactions or Ingredient Errors: An item was prepared with an ingredient not listed in the menu description or an ingredient that conflicts with a documented allergy request submitted at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was never delivered to the specified address and was not picked up by you.

Refund eligibility is evaluated on a case-by-case basis. We reserve the right to request supporting evidence such as photographs of the food received, order confirmation numbers, or written descriptions of the issue before approving a refund.

3. Timeframes for Refund Requests

We require that refund requests be submitted within specific timeframes to allow us to investigate and resolve issues effectively:

Requests submitted outside these timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds are not issued if you simply changed your mind about an order after it has been prepared or delivered.
• Incorrect Address Provided: Orders delivered to an incorrect address provided by the customer are not eligible for refunds.
• Customization Errors by Customer: If you made a customization request and the order was fulfilled as specified, the item is not refundable even if you are dissatisfied with the result.
• Consumed Orders: If a significant portion of the food has already been consumed before the complaint is submitted, we reserve the right to deny a full refund.
• Promotional and Discounted Items: Items purchased using special promotional codes or offered at a steep discount may be non-refundable unless a quality issue exists.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to our error.
• Service Fees: Platform and processing fees are non-refundable once an order has been confirmed.
• Catering Deposits: Deposits made for catering orders are non-refundable once food preparation has begun.

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

If you believe your order qualifies for a refund, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order confirmation number
   • The date and time the order was placed
   • A clear description of the issue
   • Photographs of the food (if applicable)
2. Step 2 — Contact Pizzana: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: meal-pizzana.click
3. Step 3 — Submit Your Request: In your communication, include the subject line "Refund Request — [Your Order Number]" and provide all relevant details gathered in Step 1. Attach any photographs or supporting documentation to your email.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your refund request within 1 to 2 business days. You will receive a confirmation email or message indicating that your request is being reviewed.
5. Step 5 — Review and Decision: Our customer service team will review your request and any submitted evidence. We may contact you for additional information if needed. A final decision on your refund will be communicated to you within 3 to 5 business days of your initial submission.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed using the original payment method. See Section 6 below for processing timeframes.

6. Refund Processing Times by Payment Method

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

Please note that while Pizzana processes refunds promptly upon approval, the final timing may depend on your financial institution's processing schedules, which are outside our control. If you have not received your refund within the timeframe shown above, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Partial Missing Order: If only one or two items from a multi-item order are missing, a partial refund corresponding to the value of those missing items will be issued.
• Partial Consumption: If a portion of the food was consumed before a quality complaint was raised, a partial refund reflecting the unconsumed portion may be offered.
• Minor Quality Issues: If the food quality was below expectations but still partially acceptable (e.g., slightly overcooked crust), a partial refund or discount on a future order may be offered at our discretion.
• Late Delivery: If a delivery was moderately late but the food was still acceptable upon arrival, a partial refund of the delivery fee or a store credit may be offered.
• Promotional Pricing: If an item was purchased at a discounted price and a refund is approved, the refund will reflect the amount actually paid, not the full retail value.

The determination of whether a full or partial refund is appropriate rests with Pizzana's customer service team after reviewing all submitted information.

8. Exchange Policy

Due to the perishable nature of food products, exchanges work differently than they would for non-food items. Pizzana handles exchanges as follows:

• Wrong Item Delivered: If you receive the wrong item, we will arrange for a replacement order to be prepared and delivered at no additional cost to you. You may also opt for a full refund instead of a replacement.
• Damaged or Inedible Food: If the food delivered is clearly inedible or damaged, we will offer you a fresh replacement or a full refund, whichever you prefer.
• Timing of Replacement: Replacement orders are subject to kitchen availability and operating hours. If a replacement cannot be fulfilled on the same day, you will be offered a full refund or a store credit of equivalent or greater value for a future order.
• Return of Food: We do not require customers to return food items in order to receive an exchange or refund, though we may request photographic evidence of the issue.

Exchanges are not available for orders where the customer changed their mind or made an error during the ordering process that was not caught before preparation began.

9. Cancellation Policy

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

9.1 Standard Orders

• Within 5 Minutes of Placing Order: If you cancel your order within 5 minutes of placing it, you are entitled to a full refund provided that food preparation has not yet begun.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted. In exceptional circumstances, a partial refund or store credit may be issued at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Pre-Ordered or Scheduled Orders

• Pre-orders may be cancelled with a full refund if the cancellation is made at least 2 hours before the scheduled preparation time.
• Cancellations made less than 2 hours before the scheduled preparation time may result in a partial refund or store credit only.

9.3 Catering Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the catering event may receive a 50% refund.
• Cancellations made less than 24 hours before the event are non-refundable.

To cancel an order, contact us immediately at [email protected] with your order number and reason for cancellation.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to utilize the following dispute resolution steps:

10.1 Internal Escalation

If you feel your refund request was not handled fairly, you may escalate your concern by emailing [email protected] with the subject line "Escalated Dispute — [Your Order Number]." A senior member of our customer service team will review your case within 5 business days and provide a final internal resolution.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to initiate a chargeback through your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. We encourage customers to attempt to resolve disputes directly with Pizzana before initiating a chargeback, as chargebacks can be costly and time-consuming for both parties.

10.3 FTC and Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's consumer protection office. Pizzana complies fully with the FTC Act and applicable state consumer protection laws.

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, both parties may agree to informal mediation facilitated by a mutually agreed-upon neutral third party. The costs of mediation shall be shared equally unless otherwise agreed.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state laws. Any legal proceedings shall be conducted in the jurisdiction applicable to Pizzana's place of business.

11. Store Credit Option

In some situations, customers may prefer to receive store credit instead of a monetary refund. Pizzana offers store credit as an alternative that may be processed more quickly than a standard refund. Store credits:

• Are applied directly to your account on meal-pizzana.click
• Are valid for 12 months from the date of issuance
• Can be used toward any future order on our platform
• Are non-transferable and cannot be redeemed for cash
• May be offered in an amount equal to or greater than the original refund value as a goodwill gesture

12. Policy Modifications

Pizzana reserves the right to modify this Refund Policy at any time. Changes will be reflected by updating the "Last Updated" date at the top of this page. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or to escalate a concern, please contact Pizzana using the following information:

This Refund Policy was last updated on May 20, 2026, and is effective as of the same date.