Refund Policy

Last Updated: May 28, 2026

1. Introduction

At Dewey's Pizza, we are deeply committed to providing our customers with the highest quality food and an exceptional dining experience. We understand that situations may arise where an order does not meet your expectations, and we strive to handle all refund and exchange requests in a fair, transparent, and timely manner.

This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order with Dewey's Pizza — whether online through deweys-bbq.click, by phone, or in person — you acknowledge that you have read, understood, and agreed to the terms described in this policy.

Our goal is your satisfaction. If there is ever an issue with your order, we encourage you to contact us promptly so we can make it right.

2. Eligibility Conditions for Refunds

Not every situation will automatically qualify for a full or partial refund. To be considered eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions or Ingredient Errors: An ingredient was included or excluded incorrectly, resulting in a food allergy concern. (Please note: Dewey's Pizza takes allergen requests seriously, but we cannot guarantee a completely allergen-free environment.)
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our delivery team or third-party delivery partner.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unsatisfactory.

Refund eligibility is assessed on a case-by-case basis. Dewey's Pizza reserves the right to request photographic or other evidence to support a refund claim.

3. Timeframes for Refund Requests

To ensure that your concern can be properly investigated and resolved, all refund requests must be submitted within the timeframes outlined below:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

The following items, services, and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after the order was prepared or delivered.
• Consumed Orders: If a substantial portion of the food has been consumed before a complaint is made, a refund may be denied or significantly reduced.
• Correct Orders with Personal Preference Dissatisfaction: If the order was prepared exactly as specified but you are dissatisfied with the taste or presentation as a matter of personal preference.
• Promotional and Discounted Items: Items purchased at a special promotional price or using a discount code may not be eligible for a full refund.
• Gift Cards and Store Credits: Gift cards and previously issued store credits are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are not controlled by Dewey's Pizza and are non-refundable through us. Please contact the respective platform directly for such disputes.
• Catering Deposits: Deposits made for catering orders are non-refundable once the preparation of the event order has begun.

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

To make the refund process as smooth and efficient as possible, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs of the problem (if applicable — e.g., incorrect item, damaged food)
2. Step 2 – Contact Dewey's Pizza: Reach out to our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: deweys-bbq.click
3. Step 3 – Submit Your Claim: Clearly describe the issue in your message. Include your order number, the item(s) in question, and any supporting photos or documentation. The more detail you provide, the faster we can process your request.
4. Step 4 – Review and Response: Our customer support team will review your claim and respond within 1–2 business days. We may follow up with additional questions or request further evidence.
5. Step 5 – Resolution: Once your claim has been reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or replacement order — and process it accordingly.

6. Refund Processing Times by Payment Method

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

Please Note: Processing times are estimates and may vary depending on your financial institution. Dewey's Pizza is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Situations in which partial refunds may be applicable include:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• A portion of the food was consumed before the issue was reported.
• The order issue was minor and did not affect the overall quality of the entire meal.
• A coupon or discount was applied to the order, and only a portion of the value is eligible for reimbursement.
• The delivery arrived late, but the food was otherwise acceptable in quality — a partial refund may be applied as a courtesy gesture.

The amount of a partial refund will be determined at the discretion of Dewey's Pizza's customer support team, based on the specific details of the situation. We aim to ensure every resolution is fair and reasonable.

8. Exchange Policy

In many cases, Dewey's Pizza will offer a replacement order as an alternative to a cash refund. If your order was incorrect or did not meet quality standards, you may be eligible to receive:

• A replacement of the same item, prepared correctly
• A substitute item of equal or lesser value
• A store credit equal to the value of the affected item(s)

Replacement orders are subject to availability and preparation time. If a replacement is not feasible (e.g., due to location closure or operating hours), a refund will be processed instead.

For in-store purchases, exchanges may be handled directly at the counter by a team member or manager. Please bring your receipt and the affected item (if uneaten and safe to return) to facilitate the exchange process.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Standard Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund. Please call the location directly or use the cancellation option in your order confirmation email immediately.
• After 5 minutes: Once preparation has begun, cancellations are no longer guaranteed. We will do our best to accommodate your request, but a full refund cannot be promised.
• After the order has been picked up or dispatched for delivery: Cancellations will not be accepted, and no refund will be issued.

9.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of any deposit paid.
• Between 24–72 hours before the event: 50% of the deposit will be refunded.
• Less than 24 hours before the event: No refund will be issued. The full balance may still be due if preparation has already commenced.

To cancel a catering order, please contact us directly at [email protected] as soon as possible.

10. Dispute Resolution Process

If you are unsatisfied with the resolution provided by our customer support team, you have the right to escalate your concern. Dewey's Pizza is committed to resolving all disputes in good faith and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act).

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was inadequate, you may request to have your case escalated to a senior customer service representative or manager by emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]". We will review escalated cases within 3–5 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card issuer or bank if you believe you were charged incorrectly. However, we encourage you to contact us directly first, as most issues can be resolved quickly without the need for a chargeback. Initiating a chargeback before contacting us may delay the resolution process.

10.3 Third-Party Platforms

If your order was placed through a third-party delivery platform (such as Uber Eats, DoorDash, or Grubhub), certain disputes — particularly those involving delivery issues — must be handled directly through that platform's own refund and dispute resolution process. Dewey's Pizza has limited control over orders fulfilled through third-party services.

10.4 Consumer Protection Resources

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

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

11. Contact Information for Refund Requests

For all refund-related inquiries, please contact Dewey's Pizza using the information below. Our customer support team is available during regular business hours and will do their best to respond to all inquiries promptly.

When contacting us, please include the following information to help us process your request as quickly as possible:

• Your full name
• Order number or confirmation number
• Date and time of your order
• Description of the issue
• Any supporting photographs or documentation
• Your preferred resolution (refund, replacement, or store credit)

12. Changes to This Refund Policy

Dewey's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to deweys-bbq.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made.

We encourage customers to review this policy periodically to stay informed about how we handle refund requests. Continued use of our services after any changes constitutes your acceptance of the updated policy.