Refund Policy

Effective Date: June 27, 2026 | Last Updated: June 27, 2026

1. Introduction

At Pequod's Fresh, we are committed to delivering an exceptional pizza experience with every order. We take great pride in the quality of our food, the freshness of our ingredients, and the satisfaction of every customer we serve. We understand, however, that there may be occasions where an order does not meet your expectations, arrives incorrectly, or encounters an unforeseen issue.

This Refund Policy explains your rights and our obligations regarding refunds, replacements, cancellations, and disputes for orders placed through our website, pequodsfresh.click, or through any affiliated ordering platforms. This policy applies to all food and beverage orders placed with Pequod's Fresh and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

We want every order to be perfect. If something goes wrong, we will do our best to make it right. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that were not part of your original order.
• Missing Items: One or more items included in your confirmed order were not delivered or provided.
• Food Quality Issues: The food delivered was spoiled, severely undercooked, or otherwise unfit for consumption in a manner inconsistent with normal food preparation standards.
• Significant Customization Errors: Your order contained a specific customization or dietary modification (e.g., allergy-related exclusions) that was clearly not honored, resulting in a product materially different from what was ordered.
• Delivery Failure: Your order was confirmed and paid for but was never delivered, and no attempt was made within a reasonable timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.

Refunds will not be issued in the following situations (see also Section 5 for full details on non-refundable scenarios):

• The customer simply changed their mind after the order was confirmed and preparation began.
• Minor variations in food appearance that do not affect taste or edibility.
• Delivery delays caused by circumstances beyond our control, such as severe weather, traffic, or third-party delivery carrier delays.
• Orders where the customer provided an incorrect delivery address.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible. Requests submitted after the applicable deadline may be reviewed at our sole discretion but cannot be guaranteed.

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

Requesting a refund from Pequod's Fresh is straightforward. Please follow the steps below to ensure your request is processed efficiently:

Step 1: Gather Your Order Information

Before reaching out, please have the following information ready:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of your order
• Description of the issue (e.g., missing items, incorrect pizza, quality concern)
• Photographs of the food or packaging (where applicable and relevant to the claim)

Step 2: Contact Our Customer Support Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: pequodsfresh.click

Please include all information gathered in Step 1 in your initial message to avoid delays in processing.

Step 3: Await Acknowledgment

Our customer service team will acknowledge receipt of your refund request within 1–2 business days. We may contact you for additional information or clarification during this stage.

Step 4: Review and Decision

Once we have all necessary information, our team will review your request and make a determination within 3–5 business days. You will be notified of the outcome via the contact information you provided.

Step 5: Refund Issuance

If your refund is approved, it will be processed according to the timelines described in Section 6 of this policy. You will receive a confirmation email once the refund has been initiated.

5. Non-Refundable Items and Situations

Due to the perishable nature of food products, certain items and scenarios are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued because you changed your mind after preparation of the order has begun.
• Consumed Orders: If a significant portion of the food has been consumed before a complaint is raised, refunds will not be issued for quality-based claims, unless the concern is severe and documented.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion at a deeply discounted rate are generally non-refundable unless there is a verified quality or fulfillment error.
• Delivery Fees: Delivery charges are non-refundable except in cases of confirmed non-delivery caused by Pequod's Fresh or its delivery partners.
• Third-Party Platform Orders: Orders placed through third-party delivery apps or platforms (if applicable) are subject to those platforms' refund policies. Pequod's Fresh cannot process refunds for orders not placed directly through pequodsfresh.click.
• Orders with Incorrect Address: If a delivery fails due to an incorrect address provided by the customer, a refund will not be issued for the food cost or delivery fee.
• Tip Amounts: Tips added to your order at checkout are non-refundable as they are directed to delivery personnel.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by our team, the time it takes to reflect in your account depends on your payment method:

Please note that while we process refunds promptly on our end, the final posting of the refund to your account is subject to your bank's or payment processor's internal timelines, which may vary. We recommend contacting your financial institution if a refund has not appeared after the maximum timeframe listed above.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect, missing, or unsatisfactory — a refund will be issued only for the value of those specific items.
• A food quality issue affected part of the order but not the entirety of the meal.
• A customization error applied to a single pizza in a multi-pizza order.
• The customer consumed a portion of the food before identifying and reporting the issue, and the issue is limited in scope.

The amount of a partial refund will be calculated based on the itemized cost of the affected products, including any applicable taxes on those items. Delivery fees and tips will generally not be included in a partial refund unless the entire order was affected.

8. Exchange Policy

Because our products are freshly prepared food items, we do not offer traditional product exchanges in the way retail businesses might. However, we do offer the following remedies in lieu of or in addition to a monetary refund:

• Order Replacement: If your order was incorrect, significantly unsatisfactory, or contained errors related to your confirmed specifications, we may offer to prepare and deliver a replacement order at no additional cost. Replacement orders are subject to availability and operating hours.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order at pequodsfresh.click. Store credit does not expire and has no cash value.
• Complimentary Items: As a goodwill gesture for minor inconveniences that do not qualify for a full refund, we may offer complimentary items on a future order at our discretion.

Any exchange or replacement remedy offered is at the discretion of Pequod's Fresh management and is subject to our operational capabilities at the time of the request.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy to understand your options:

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. Orders that have not yet entered the preparation stage may be cancelled with a full refund. Due to the speed of our kitchen operations, this window is typically very short — often 5 to 10 minutes after the order is confirmed.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation phase, cancellations are generally not accepted, and a refund cannot be issued. This is because fresh ingredients have already been allocated and preparation costs have been incurred.

9.3 Cancellation After Dispatch (Delivery Orders)

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable to receive the delivery and the driver is unable to complete it, please refer to our non-delivery policy under Section 2.

9.4 How to Cancel

To request a cancellation, contact us immediately via:

• Email: [email protected]

Please include your order number and the reason for cancellation in your message. We will confirm whether the cancellation is possible based on the current status of your order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you have the right to escalate your dispute through the following process:

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request a review by a senior member of our customer service team. To escalate your case, send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original order number and a detailed explanation of your concern.

We will conduct a thorough review and respond within 5–7 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback with your credit or debit card issuer if you believe you were charged for a service or product that was not delivered as described. We encourage you to attempt to resolve disputes directly with us before initiating a chargeback, as we are committed to fair resolution. However, we fully respect your rights under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations enforced by the Federal Trade Commission (FTC).

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following organizations for assistance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for local consumer protection matters

10.4 Informal Resolution Preference

We strongly prefer to resolve all disputes amicably and directly with our customers. Before pursuing any external dispute resolution, we ask that you allow us a full opportunity to address your concern through our internal process. Our goal is always your satisfaction.

11. Amendments to This Policy

Pequod's Fresh reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically, particularly before placing an order. Your continued use of our services following any updates constitutes your acceptance of the revised policy.

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Consumer protection provisions enforced by the Federal Trade Commission (FTC), as well as applicable state-level consumer protection laws, apply to all transactions conducted through pequodsfresh.click.

13. Contact Information for Refund Requests

For all refund-related inquiries, complaints, or questions regarding this policy, please contact our customer support team using the details below. We are here to help and committed to resolving your concern as quickly and fairly as possible.