Refund Policy

At Pizza Ranch, customer satisfaction is at the heart of everything we do. 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 processed. Please read this policy carefully before placing an order. By using our services — whether online, in-store, or via delivery — you agree to the terms described below.

1. Overview

Pizza Ranch operates as a food service business in the United States. We strive to ensure that every order meets our quality standards. However, we understand that issues may occasionally arise, and we are committed to resolving them fairly and promptly. This policy applies to all orders placed through our website at ranch-piz.digital, by phone, or in person at our location.

Our refund practices are governed by applicable U.S. consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. Where applicable, state consumer protection statutes may also apply.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The order must have been placed directly through ranch-piz.digital, by phone, or at a Pizza Ranch location.
• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The customer must provide valid proof of purchase, including an order confirmation number, receipt, or transaction ID.
• The issue must fall under one of the qualifying refund categories described below.

2.1 Qualifying Reasons for a Refund

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

• In-store or pickup orders: Refund requests must be made at the time of pickup or within 2 hours of receiving the order.
• Delivery orders: Refund requests must be submitted within 2 hours of the confirmed delivery time.
• Online orders (advance/pre-orders): Cancellations must be made at least 30 minutes before the scheduled preparation time to qualify for a full refund.
• Billing errors or duplicate charges: Must be reported within 7 calendar days of the transaction date.
• Catering or large group orders: Refund or cancellation requests must be made at least 48 hours before the scheduled event time.

4. Non-Refundable Items and Services

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

• Promotional or discounted items sold under a "final sale" designation
• Digital gift cards or e-gift certificates once redeemed or activated
• Loyalty points or reward credits that have already been applied or used
• Delivery fees charged by third-party delivery platforms (refunds for these must be requested through the applicable platform)
• Service fees or convenience fees, except in cases of a billing error on our part
• Custom or personalized catering items that have already been prepared in accordance with customer specifications
• Orders for which complaints are based solely on personal taste preference rather than a verifiable quality issue

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

To ensure your refund request is handled efficiently, please follow the steps below:

1. Step 1 – Contact Us Promptly: Reach out to Pizza Ranch as soon as possible within the applicable timeframe. You can contact us via:
   • Email: [email protected]
   • Website: ranch-piz.digital
2. Step 2 – Provide Order Details: In your message, include the following information:
   • Full name on the order
   • Order confirmation number or transaction ID
   • Date and time of the order
   • Description of the issue (e.g., wrong item, missing item, quality concern)
   • Photographs or video evidence if applicable (especially for quality complaints)
3. Step 3 – Review Process: Our customer service team will review your request within 1 to 2 business days. We may contact you for additional information or clarification.
4. Step 4 – Decision Notification: You will receive a written response via email informing you of the outcome of your refund request — approved, partially approved, or denied — along with an explanation.
5. Step 5 – Refund Processing: If approved, your refund will be processed according to the original payment method and the processing times outlined in Section 6.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing
• The order was partially consumed before a legitimate quality concern was identified
• A promotional discount was applied to the original order, and only specific items qualify for a refund
• Delivery was significantly delayed, but the order was ultimately received
• A catering order is partially cancelled with less than 48 hours' notice but more than 24 hours' notice

The amount of a partial refund will be determined on a case-by-case basis by our customer service team and will reflect the actual value of the deficient or undelivered portion of the order.

8. Exchange Policy

Pizza Ranch offers order exchanges under the following conditions:

• If you received the wrong item, we will prepare and deliver or make available the correct item as quickly as possible, subject to availability.
• Exchanges are only available for in-store pickup orders or delivery orders where the incorrect or unsatisfactory item has not been consumed.
• Exchanges must be requested within 1 hour of receiving the order.
• We reserve the right to offer an exchange in lieu of a monetary refund in appropriate circumstances, particularly for quality-related complaints.
• Exchanges are not available for items that were prepared correctly according to the customer's original specifications, where the complaint is based solely on personal preference.

To request an exchange, please contact us at [email protected] or visit our location directly.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

• Orders cancelled before preparation begins: Full refund issued with no cancellation fee.
• Orders cancelled after preparation has begun: No refund will be issued as food preparation involves perishable ingredients and labor costs.
• To cancel an order, contact us immediately at [email protected] or by phone, referencing your order number.

9.2 Catering and Large Group Orders

• 48+ hours' notice: Full refund issued.
• 24 to 48 hours' notice: 50% refund issued; the remaining 50% covers ingredient and preparation costs already incurred.
• Less than 24 hours' notice: No refund issued, as significant preparation and resources have already been committed.
• In cases of emergency or extenuating circumstances, cancellations outside these windows may be reviewed on a case-by-case basis at management's discretion.

9.3 Online Pre-Orders

• Online pre-orders may be cancelled at least 30 minutes before the scheduled preparation time for a full refund.
• Cancellations within 30 minutes of the scheduled preparation time will not be eligible for a refund.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Pizza Ranch offers the following dispute resolution process:

1. Step 1 – Internal Appeal: Submit a written appeal to [email protected] within 5 business days of receiving our initial decision. Clearly state your grounds for appeal and include any additional supporting evidence.
2. Step 2 – Management Review: Your appeal will be escalated to a senior member of our management team, who will conduct an independent review and respond within 3 to 5 business days.
3. Step 3 – External Mediation: If the dispute remains unresolved after our internal appeal process, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any legal remedies.
4. Step 4 – Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.
5. Step 5 – Chargeback Rights: You retain the right to dispute a charge with your credit card issuer or bank. However, we ask that you allow us the opportunity to resolve the issue directly before initiating a chargeback.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or a similar platform, please note the following:

• Refund and cancellation requests for orders placed through third-party platforms must be directed to the respective platform's customer support team.
• Pizza Ranch is not responsible for processing refunds on orders placed through third-party applications, as the transaction occurs between the customer and the platform.
• We will, however, cooperate with third-party platforms in resolving quality or order accuracy complaints attributed to our kitchen.
• Delivery fees, service charges, and tips paid through third-party platforms are subject to those platforms' individual refund policies.

12. Health and Food Safety Concerns

If you believe you have experienced a foodborne illness or have a serious food safety concern related to an order from Pizza Ranch, please:

• Seek medical attention immediately if necessary.
• Contact us as soon as possible at [email protected] with full details of your experience.
• Retain any remaining food and packaging if safe to do so, as this may assist in our investigation.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Food safety complaints involving health issues will be treated with the utmost urgency and may qualify for expedited refund processing pending investigation.

13. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon publication on our website at ranch-piz.digital. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or disputes, please contact our customer service team using the information below. We are committed to responding to all inquiries within 1 to 2 business days.