Refund Policy

Overview

At Pizza Ranch, we are dedicated to delivering exceptional culinary experiences that exceed your expectations. Our refund policy reflects our unwavering commitment to customer satisfaction and quality assurance. We understand that occasionally, despite our meticulous attention to detail, circumstances may arise that require a refund or exchange.

This comprehensive policy outlines our procedures and guidelines to ensure a seamless resolution process while maintaining the highest standards of service excellence. We believe in transparency and fairness in all our customer interactions, and this policy serves as a testament to our dedication to your satisfaction.

Eligibility Criteria

To ensure fair and consistent application of our refund policy, the following eligibility criteria must be met:

Timeframe Requirements

• Dine-in services: Concerns must be addressed before leaving the restaurant
• Takeout orders: Claims must be made within 2 hours of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering services: Claims must be submitted within 24 hours of the event
• Gift cards and promotional items: 30 days from purchase date

Documentation Requirements

• Original receipt or order confirmation number
• Photographic evidence (for quality-related claims)
• Detailed description of the issue
• Contact information for follow-up communication

Product Condition Standards

Items must be in their original condition when possible. We understand that food items may be partially consumed for quality assessment purposes, and this will not affect your eligibility for a refund.

Non-Refundable Items & Services

In accordance with food safety regulations and business practices, the following items and services are not eligible for refunds:

• Custom orders that were prepared according to specific customer requests
• Partially consumed meals (except for quality-related issues)
• Items purchased with promotional discounts or coupons (exchanges may be available)
• Alcoholic beverages (due to licensing regulations)
• Special event bookings cancelled within 48 hours of the scheduled date
• Gift cards and promotional certificates (unless required by law)
• Third-party delivery service fees (refunds must be requested through the delivery provider)
• Gratuities and service charges

Refund Request Process

We've streamlined our refund process to make it as convenient as possible for our valued customers:

Refund Methods & Processing Times

We process refunds through the following methods, prioritizing the original payment method whenever possible:

Refund Methods

• Credit/Debit Cards: Refunded to the original card used for payment
• Cash Payments: Immediate cash refund or store credit at customer's preference
• Gift Cards: Replacement gift card or store credit
• Digital Payments: Processed through the original payment platform
• Corporate Accounts: Credit applied to account or check issued

Processing Timeframes

• Cash Refunds: Immediate upon approval
• Credit/Debit Cards: 3-5 business days
• Digital Payments: 2-7 business days (varies by provider)
• Bank Transfers: 5-7 business days
• Store Credit: Immediate issuance

Exchange Policy

In many situations, exchanges may provide a more satisfactory resolution than refunds. Our exchange policy includes:

Exchange Options

• Item replacement with identical or comparable product
• Menu substitution of equal or lesser value
• Store credit for future purchases
• Upgrade to premium option (customer pays difference)

Exchange Benefits

• Immediate resolution without waiting for refund processing
• Opportunity to try alternative menu items
• Maintains the dining experience continuity
• Flexible options to meet your preferences

Exchanges are subject to the same eligibility criteria as refunds and must be requested within the specified timeframes. Our team will work with you to find the most suitable exchange option that meets your needs and preferences.

Damaged or Defective Items

We take special care to handle situations involving damaged or defective items with priority and understanding:

Immediate Actions

• Stop consumption immediately and contact our team
• Preserve the item and packaging for inspection if possible
• Document the issue with photographs if safe to do so
• Provide detailed information about the nature of the problem

Our Response

• Immediate removal and replacement of the affected item
• Full refund regardless of consumption level
• Complimentary meal or service as appropriate
• Investigation into the cause to prevent future occurrences
• Follow-up to ensure your satisfaction and safety

Quality Assurance

Every reported case of damaged or defective items is thoroughly investigated by our quality assurance team. We maintain detailed records to identify patterns and implement preventive measures, ensuring continuous improvement in our food safety and quality standards.

Contact Information

Our dedicated customer service team is ready to assist you with any refund requests or concerns. We offer multiple convenient ways to reach us:

What to Include in Your Contact

• Order number or receipt information
• Date and time of purchase or service
• Detailed description of the issue
• Your contact information for follow-up
• Preferred resolution method

Our customer service representatives are trained to handle refund requests with empathy, professionalism, and efficiency. We are committed to resolving your concerns promptly and to your complete satisfaction.

Additional Information

Policy Updates: This refund policy may be updated periodically to reflect changes in our services, legal requirements, or business practices. The most current version will always be available on our website.

Legal Rights: This policy does not affect your statutory rights as a consumer. In jurisdictions where consumer protection laws provide greater protection, those laws will prevail.

Dispute Resolution: In the unlikely event that we cannot reach a mutually satisfactory resolution, we encourage customers to contact local consumer protection agencies or seek alternative dispute resolution methods.

Record Keeping: We maintain records of all refund transactions for accounting and quality improvement purposes. Your personal information is handled in accordance with our Privacy Policy.

Last Updated: January 2026