Refund Policy

At Pizza Ranch, customer satisfaction is our top priority. We are committed to providing high-quality food and an exceptional dining experience. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase through our website ranch-piz.click or at any of our locations.

By placing an order with Pizza Ranch, you agree to the terms described in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. General Refund Philosophy

Pizza Ranch stands behind the quality of every item we prepare and serve. We understand that issues can occasionally arise — whether related to food quality, incorrect orders, or delivery problems. Our goal is to resolve every concern fairly, promptly, and professionally. This policy has been designed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which requires fair and transparent business practices.

We evaluate each refund request on a case-by-case basis and strive to reach a resolution that is fair for both our customers and our business. We reserve the right to refuse refund requests that do not meet the eligibility criteria described below or that appear to be made in bad faith.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item).
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable food quality standards.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergen Concerns: You received food containing an allergen that you specifically requested be excluded, and you can provide reasonable documentation of the concern.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Delivery Failure: Your delivery order never arrived and was confirmed undelivered through our system or the third-party delivery platform.
• Significantly Late Delivery: Your delivery arrived more than 60 minutes beyond the estimated delivery time, and the food was rendered unacceptable as a result.

To be eligible for a refund, the request must be made within the applicable timeframe described in Section 3 below, and you must provide sufficient information to verify your claim.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and services are generally non-refundable:

• Orders that have been fully consumed or largely eaten before a complaint is filed.
• Custom or specially prepared items where the correct specifications were followed (e.g., extra spicy requests, unique topping combinations chosen by the customer).
• Gift cards, promotional credits, and loyalty reward points once redeemed.
• Delivery fees and service fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be disputed directly with the respective platform.
• Tip amounts paid to delivery drivers.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Catering or event orders cancelled less than 48 hours before the scheduled event (see Section 9 for cancellation terms).
• Promotional or discounted items marked as final sale at the time of purchase.

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

Follow these steps to submit a refund request with Pizza Ranch:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the payment method used. Keep any receipts or email confirmations available.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question. Photos should clearly show the issue (e.g., wrong item, visible quality problem, missing items).
3. Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: ranch-piz.click
4. Provide Required Details: In your message or call, include:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time the order was placed and received
   • A clear description of the issue
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, or credit)
5. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions before making a determination.
6. Receive Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate any applicable refund, replacement, or credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method:

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory (e.g., one out of four items had a quality issue).
• The order was partially consumed before the issue was reported.
• A promotional discount was applied to the original order, and only the affected item(s) are being refunded at a proportionally adjusted rate.
• The food was delivered late but still accepted and consumed by the customer.
• The issue is determined to be partially caused by customer error (e.g., incorrect address entry that delayed the order).

The amount of any partial refund will be calculated based on the price of the affected item(s) and the nature of the issue. Our customer support team will communicate the proposed partial refund amount before processing it.

8. Exchange Policy

Pizza Ranch values your dining experience and may offer to replace an unsatisfactory item as an alternative to a monetary refund. Exchanges (replacements) are subject to the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• Replacements are available for dine-in and carry-out orders only. Delivery replacements are subject to driver availability and may incur an additional delivery fee.
• We reserve the right to offer a replacement in lieu of a refund when the food quality issue is confirmed but the item was prepared according to your order specifications.
• Replacements will be prepared fresh and provided as soon as possible.
• If you decline a replacement offer, you remain eligible to request a monetary refund, subject to eligibility requirements.

9. Cancellation Policy

Cancellation terms depend on the type of order placed:

9.1 Standard Online and Phone Orders

You may cancel a standard food order (delivery or carry-out) for a full refund if the cancellation is made before the order enters preparation. Once our kitchen staff has begun preparing your order, cancellations may not be possible, and a refund may not be issued.

• To cancel, contact us immediately by phone or email with your order number.
• We will make every effort to stop preparation if contacted promptly.
• If the order has already been prepared or dispatched for delivery, a cancellation refund will not be issued.

9.2 Catering and Large Group Orders

For catering orders and large group reservations:

• Cancellation more than 72 hours before the event: Full refund of any deposit or pre-payment.
• Cancellation between 48–72 hours before the event: 50% refund of the total order amount.
• Cancellation less than 48 hours before the event: No refund will be issued. The full amount may be forfeited or applied as a store credit at our discretion.

9.3 Scheduled Future Orders

If you place an order scheduled for a future date (e.g., next-day delivery or scheduled pickup), you may cancel it up to 4 hours before the scheduled time for a full refund. Cancellations within 4 hours of the scheduled time may not be eligible for a full refund.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to follow this escalation process:

1. Step 1 — Internal Review: Request an escalation of your refund case to a senior customer service representative by emailing [email protected] with the subject line "Refund Escalation Request." Include your original case or order number.
2. Step 2 — Management Review: If the escalated review does not resolve the matter to your satisfaction, request a formal review by management. We commit to responding to management review requests within 5 business days.
3. Step 3 — Third-Party Mediation: If the dispute remains unresolved, either party may seek resolution through a neutral third-party mediator. Costs of mediation will be shared equally between both parties unless otherwise agreed.
4. Step 4 — Legal Recourse: If mediation fails, disputes may be resolved through binding arbitration or small claims court, as permitted by applicable United States law, including the FTC Act and applicable state consumer protection statutes.

11. Special Circumstances

Pizza Ranch recognizes that extraordinary circumstances can arise. In the event of a natural disaster, public health emergency, severe weather, or other force majeure events that affect our ability to fulfill orders, we will work with affected customers on a case-by-case basis to provide fair resolutions, which may include full refunds, store credits, or rescheduling of catering orders.

12. Consumer Rights Under United States Law

As a consumer in the United States, you have rights under applicable federal and state law. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive business practices, and Pizza Ranch is committed to full compliance. If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov or contact your state's Attorney General office.

For customers located in California, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA), including with respect to how we handle your personal data in connection with refund processing.

13. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at ranch-piz.click with an updated effective date. Your continued use of our services after any changes to this policy constitutes your acceptance of the revised terms. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the following contact details: