Refund Policy

At Pizza Inn, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as expected, and this Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing your order.

This policy applies to all orders placed through our website inn-pizza.click or any other official ordering channels associated with Pizza Inn. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their purchase. Refunds may be issued under the following circumstances:

• You received an item that was significantly different from what was described or shown on our menu.
• Your order contained an item you did not request, and a replacement is not feasible.
• Your order arrived in an unsatisfactory condition due to our error (e.g., food was spilled, packaging was severely damaged, or items were missing).
• Your order was never delivered and confirmed as undelivered by our delivery team or third-party delivery partner.
• A technical or billing error resulted in a duplicate charge or incorrect charge to your payment method.
• Your order was canceled by Pizza Inn due to unavailability of ingredients, kitchen issues, or operational disruptions.

To be eligible for a refund, you must contact us within the applicable timeframe stated in this policy and provide sufficient evidence of the issue (such as photographs of the incorrect or damaged items).

2. Timeframes for Refund Requests

Prompt reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Refund requests submitted outside these timeframes may not be honored, except in cases involving billing errors or technical issues, which may be considered on a case-by-case basis at our sole discretion.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized or special-request items prepared exactly as specified by the customer.
• Delivery fees, service charges, and tips paid to delivery personnel.
• Promotional, discounted, or complimentary items offered as part of a special deal or loyalty reward.
• Drinks, beverages, and sealed condiment packages once opened.
• Gift cards and promotional vouchers once redeemed.
• Orders placed using third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — refund requests for such orders must be directed to the respective third-party platform.

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

To request a refund, please follow the steps below:

1. Gather Your Information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order.
2. Document the Issue: Take clear photographs of any incorrect, missing, or damaged items. This will help us process your request more efficiently.
3. Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form on our website at inn-pizza.click.
4. Provide Details: In your message, include your full name, order number, the nature of the issue, and any supporting photographs or documentation.
5. Await Confirmation: Our team will acknowledge your request within 24 business hours and begin reviewing your case.
6. Resolution: Once our investigation is complete, we will notify you of the outcome via email. If approved, the refund will be processed according to the timeframes described in Section 5 of this policy.

We encourage customers to be as detailed as possible when submitting their refund request to ensure a faster resolution. Incomplete submissions may result in delays.

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is determined by your bank or payment provider. Pizza Inn is not responsible for delays caused by financial institutions.

In some cases, we may offer store credit or account balance credits in lieu of a monetary refund, particularly for smaller amounts or when a faster resolution is preferred by the customer.

6. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply under the following conditions:

• Only one or a few items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The order was partially consumed before the issue was identified, making a full refund unreasonable.
• A promotional discount was applied at the time of purchase, and the refund amount reflects the discounted price paid.
• A delivery fee was paid for an order that was partially fulfilled.

The exact amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We will always communicate the approved refund amount before processing it.

7. Exchange Policy

Pizza Inn offers item exchanges under specific conditions, particularly for dine-in and carry-out orders. If you received a wrong item, we will do our best to prepare and provide the correct item as quickly as possible.

7.1 Dine-In and Carry-Out Exchanges

If you are dining in or picking up your order and notice an error with your food before leaving or shortly after receiving it, please notify our staff immediately. We will prepare a replacement at no additional charge, subject to verification of the error.

7.2 Delivery Order Exchanges

For delivery orders, item exchanges are generally not available due to food safety and logistics constraints. Instead, a refund (full or partial) will be offered for confirmed wrong or missing items. In exceptional cases, we may arrange a redelivery of the correct item, but this is subject to availability and operational capacity at the time of the complaint.

7.3 Conditions for Exchange

• The exchange must be requested within the timeframes specified in Section 2 of this policy.
• The original item must be returned or documented via photographs in the case of delivery errors.
• Exchanges are subject to menu availability at the time of the request.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through our website or official ordering channels:

8.1 Online and App Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are eligible for a full refund. Please contact us immediately at [email protected].
• During Preparation: If your order is already being prepared when the cancellation request is received, we may only be able to offer a partial refund or store credit, depending on the stage of preparation.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be canceled. Once the delivery is complete, you may submit a refund request if there are issues with the order.

8.2 Pre-Orders and Scheduled Orders

If you placed a pre-order or scheduled a delivery for a future date, you may cancel it free of charge up to 2 hours before the scheduled delivery or pickup time. Cancellations made within the 2-hour window may be subject to a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

8.3 Cancellations by Pizza Inn

In rare cases, we may need to cancel your order due to ingredient unavailability, operational issues, or circumstances beyond our control. In such cases, you will receive a full refund automatically within 3–5 business days, and we will notify you promptly via the contact information provided during checkout.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

9.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the resolution offered, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include all relevant details and any additional documentation that supports your case. Our senior customer service team will review your case within 3–5 business days and provide a final decision.

9.2 Chargeback Rights

You have the right to file a chargeback with your bank or credit card provider if you believe you were charged incorrectly or if a confirmed refund was not processed. However, we encourage customers to exhaust our internal resolution process first, as chargebacks can result in delays and additional complications. We are committed to resolving all legitimate disputes fairly and promptly.

9.3 Consumer Protection

Pizza Inn operates in compliance with United States federal and state consumer protection laws. Customers in the United States are protected under the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. California residents have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other applicable state laws. If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov or with your state's Attorney General office.

9.4 Governing Law

This Refund Policy is governed by the laws of the United States applicable to food service businesses. Any disputes that cannot be resolved through our internal process may be subject to binding arbitration or brought before a court of competent jurisdiction in accordance with applicable law.

10. Fraud Prevention

Pizza Inn takes refund fraud seriously. We reserve the right to deny refund requests that we reasonably believe are fraudulent, abusive, or made in bad faith. Patterns of repeated refund requests from the same customer may result in account suspension or termination of ordering privileges. All refund requests are subject to verification and investigation.

11. Policy Updates

Pizza Inn reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at inn-pizza.click. We encourage customers to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

If you have questions about this Refund Policy or need to submit a refund request, please reach out to our customer support team through any of the following channels:

Our customer support team is available to assist you during regular business hours. We strive to respond to all inquiries within 24 business hours. For the fastest resolution, please include your order number, a description of the issue, and any supporting photographs when contacting us.