Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases, orders, and transactions made through our website cafe-deweys.click, over the phone, or in person at Dewey's Pizza. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this Policy.

Dewey's Pizza is committed to providing high-quality food products and excellent customer service. We understand that issues can occasionally arise, and this Policy is designed to provide a clear, fair, and transparent process for addressing refund and exchange requests. Our practices comply with the Federal Trade Commission (FTC) Act, applicable state consumer protection laws, and, where relevant, the California Consumer Privacy Act (CCPA/CPRA).

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 different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Food Quality Issues: The food delivered or provided was of unacceptable quality — including but not limited to undercooked, overcooked, spoiled, or otherwise inedible products.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Allergic Reactions / Special Dietary Errors: If you clearly communicated a dietary restriction or allergy at the time of ordering and we failed to accommodate it, causing you to receive an item containing the allergen.
• Order Not Delivered: Your order was placed for delivery but was never received, and no resolution was provided by our delivery partner or staff.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.

Refund requests that do not meet any of the above conditions may be reviewed at the sole discretion of Dewey's Pizza management. We reserve the right to deny refund requests that do not align with the eligibility criteria.

3. Timeframes for Refund Requests

Time is of the essence when it comes to food-related refund requests. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or largely consumed without a complaint being raised at the time of consumption.
• Custom or specialty orders where the customer provided incorrect customization details at the time of ordering.
• Dissatisfaction based on personal taste preferences (e.g., "I didn't like the flavor") where the product was prepared correctly per your order.
• Delivery delays caused by circumstances beyond our control, including but not limited to extreme weather, traffic incidents, or third-party delivery service disruptions.
• Orders where the customer provided an incorrect delivery address and the food was delivered to the wrong location.
• Promotional or discounted orders, unless the product received was defective or incorrect.
• Gift cards, vouchers, or store credits — these are non-refundable and non-transferable.
• Delivery fees and service charges, except in cases where the order was not delivered through our fault.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • Date and time of your order
   • Description of the issue (what was wrong, what was missing, etc.)
   • Photographs of the product if the issue relates to food quality, incorrect items, or packaging damage
2. Step 2 – Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: cafe-deweys.click
   Please use the subject line: "Refund Request – Order #[Your Order Number]"
3. Step 3 – Provide Details: In your message, clearly explain:
   • What item(s) are affected
   • The nature of the issue
   • Your preferred resolution (full refund, partial refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our team will acknowledge your request within 1 business day and begin reviewing your case.
5. Step 5 – Resolution: Once reviewed, we will notify you of our decision and, if approved, initiate the refund or exchange process as outlined below.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual time for funds to appear in your account depends on your bank or financial institution. Dewey's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may apply include:

• Only some items in a multi-item order were incorrect or unsatisfactory, while other items were received correctly and in acceptable condition.
• The food quality issue affected only a portion of the order (e.g., one pizza in a two-pizza order was wrong, while the other was correct).
• The customer has already consumed a significant portion of the food before reporting the issue.
• A promotional discount or coupon was applied to the order, and the refund will be adjusted to reflect the actual amount paid after discounts.
• Delivery fees are non-refundable unless the order was not delivered, in which case the delivery fee may be refunded in full or in part at our discretion.

The amount of a partial refund will be determined by our customer service team on a case-by-case basis, taking into account the specific circumstances of each complaint.

8. Exchange Policy

In many cases, particularly for food orders, an exchange (replacement order) may be offered as an alternative to a monetary refund. Our exchange policy is as follows:

• If your order was incorrect or contained missing items, we will offer to prepare and deliver (or make available for pickup) the correct replacement items at no additional charge.
• Replacement orders are subject to availability and standard preparation times.
• Exchanges are offered at the discretion of Dewey's Pizza management and are subject to the same eligibility conditions as monetary refunds.
• If you prefer a replacement over a monetary refund, please indicate this preference when submitting your request, and we will do our best to accommodate you as quickly as possible.
• Replacements for delivery orders may be subject to an additional delivery timeframe based on current order volume and delivery availability.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Before Preparation Begins: Orders cancelled before our kitchen has begun preparing your food will receive a full refund.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations are generally not accepted. In exceptional circumstances, a store credit may be issued at management's discretion.
• After the Order Has Been Dispatched for Delivery: Cancellations are not accepted once the order has left our premises for delivery.

9.2 How to Cancel an Order

To cancel an order, please contact us immediately using one of the following methods:

• Email: [email protected] (for non-urgent requests)
• Website Contact Form: cafe-deweys.click

Please have your order number ready when contacting us. The sooner you reach out, the greater the chance we can accommodate your cancellation request before preparation begins.

9.3 Catering and Large Group Orders

For catering orders or large group orders (generally defined as orders exceeding $150 in value), a different cancellation policy applies:

• Cancellations made more than 48 hours before the scheduled pickup or delivery time: Full refund.
• Cancellations made between 24 and 48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund will be issued, as ingredients and preparation time will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or feel that your complaint has not been adequately addressed, the following dispute resolution process applies:

10.1 Internal Escalation

In the first instance, please escalate your complaint by contacting us directly and requesting that your case be reviewed by a senior member of management. You can do this by:

• Sending a follow-up email to [email protected] with the subject line: "Escalated Complaint – Order #[Your Order Number]"

We commit to responding to escalated complaints within 3 business days with a final internal decision.

10.2 External Dispute Resolution

If you remain dissatisfied after exhausting our internal process, you have the right to pursue the following external options:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov regarding unfair or deceptive business practices.
• State Attorney General's Office: You may contact the Attorney General's office in your state to report a consumer complaint.
• Better Business Bureau (BBB): Complaints can be filed with the BBB at www.bbb.org.
• Your Credit Card Issuer: If you paid by credit or debit card and believe you were charged incorrectly, you may initiate a chargeback through your bank or card issuer. Please note that initiating a chargeback without first attempting to resolve the issue with us may result in the suspension of your account with Dewey's Pizza.
• Small Claims Court: For disputes involving significant amounts, you may pursue your claim through your local small claims court.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes arising under this Policy shall be subject to the jurisdiction of the applicable state and federal courts.

11. Special Circumstances and Force Majeure

Dewey's Pizza shall not be held liable for delays, failures, or inability to fulfill refund obligations arising from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, severe weather events, or other acts of God
• Government-mandated closures or emergency declarations
• Third-party service disruptions (e.g., payment processor outages)
• Supply chain disruptions affecting ingredient availability

In such circumstances, we will make every reasonable effort to communicate with affected customers and provide appropriate remedies as soon as practically possible.

12. Amendments to This Policy

Dewey's Pizza reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be reflected on our website at cafe-deweys.click with an updated effective date. We encourage customers to review this Policy periodically. Continued use of our services after any changes constitutes acceptance of the updated Policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or complaints, please contact us using the details below. Our customer service team is available to assist you and will respond to all inquiries as promptly as possible.