Refund Policy

1. Overview

At Pizza Ranch, we are committed to ensuring complete customer satisfaction with every order. Our refund policy is designed to provide fair and transparent solutions when our products or services do not meet your expectations. We stand behind the quality of our food and service, and we want every customer to have an exceptional experience with us.

This refund policy applies to all purchases made at Pizza Ranch locations, through our website, mobile app, or third-party delivery platforms. By placing an order with us, you acknowledge that you have read, understood, and agree to the terms outlined in this policy.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order completion for dine-in and takeout orders, or within 2 hours for delivery orders.
• Proof of Purchase: You must provide a valid receipt, order confirmation number, or transaction reference.
• Valid Reason: Refunds are granted for legitimate reasons such as incorrect orders, quality issues, food safety concerns, or service problems.
• Product Condition: For food items, the majority of the product must be unused/uneaten to qualify for a full refund.
• Documentation: Photo evidence may be required for certain claims, particularly for quality or preparation issues.
• Contact Method: Refund requests must be made through official channels (in-person, phone, or customer service email).

Note: Requests made outside the specified timeframe or without proper documentation may be denied or subject to reduced refund amounts.

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Consumed Food: Items that have been substantially consumed (more than 50%) cannot be refunded unless there was a clear quality or safety issue.
• Special Dietary Requests: Custom orders or modifications requested by the customer that were prepared correctly according to specifications.
• Taste Preference: Refunds are not provided simply because you didn't enjoy the taste of a correctly prepared item.
• Digital Products: Gift cards, loyalty points, or promotional credits once activated or used.
• Third-Party Services: Delivery fees charged by external delivery services (these must be disputed directly with the service provider).
• Expired Orders: Orders that were ready for pickup but not collected within the specified timeframe.
• Event Catering: Large catering orders canceled less than 24 hours before the scheduled event time.
• Alcohol: Alcoholic beverages that have been opened or consumed (where applicable by law).

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods & Timeframes

Approved refunds will be processed using the following methods and timeframes:

• Cash Payments: Immediate cash refund at the location where the purchase was made.
• Credit/Debit Cards: Refunds processed back to the original payment method within 3-5 business days.
• Digital Payments: PayPal, Apple Pay, Google Pay refunds processed within 1-3 business days.
• Gift Cards: Refunds may be issued as store credit or new gift cards at management discretion.
• Online Orders: Refunds for online purchases will appear on your original payment method within 5-7 business days.

Important: Processing times may vary depending on your bank or financial institution. Pizza Ranch is not responsible for delays caused by third-party payment processors.

6. Exchanges Policy

In many cases, we offer exchanges as an alternative to refunds:

• Item Exchange: Replace incorrect or unsatisfactory items with the correct order at no additional charge.
• Store Credit: Receive store credit equal to the purchase amount for future orders.
• Upgrade Option: Exchange for a higher-value item with payment of the difference.
• Reorder Discount: Receive a discount code for your next order as an alternative to immediate refund.
• Same-Day Resolution: Immediate replacement orders for dine-in customers when kitchen errors occur.

Many customers find exchanges more convenient than refunds, as they provide immediate satisfaction while resolving the issue.

7. Damaged or Defective Items

Special procedures apply to orders with damaged or defective items:

• Immediate Action: Stop consuming the item and contact us immediately for food safety issues.
• Documentation Required: Photos of the issue and remaining product for our quality assurance team.
• Full Refund Guarantee: 100% refund for confirmed quality or safety issues, regardless of consumption amount.
• Investigation Process: Our kitchen team will review the issue to prevent future occurrences.
• Additional Compensation: In serious cases, we may provide additional compensation or complimentary meals.
• Health Department Reporting: Serious food safety issues will be reported to appropriate authorities as required by law.

8. Contact Information

For refund requests or questions about this policy, please contact our customer service team:

Last Updated: January 15, 2026
Effective Date: This policy is effective immediately and applies to all orders placed after this date.