Refund Policy

At Pizza Ranch, customer satisfaction is our top priority. We are committed to providing fresh, high-quality food and a great dining experience. If for any reason you are not completely satisfied with your order or purchase, please review this Refund Policy carefully to understand your rights and our obligations.

This Refund Policy applies to all orders and purchases made through our website ranch-piz.rest, by phone, or in person at our location. By placing an order with Pizza Ranch, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

1. Eligibility Conditions for Refunds

Pizza Ranch will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong item entirely).
• Quality Issues: Your food arrived or was prepared in a condition that does not meet our quality standards (e.g., undercooked, overcooked, foreign objects found in food, spoiled ingredients).
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Allergic Reactions Due to Mislabeling: If you specifically requested an allergen-free preparation and your order was prepared contrary to those instructions, resulting in a reaction or concern.
• Damaged Delivery: Food items that arrived in a condition rendering them inedible due to delivery mishandling.
• Duplicate Charges: If your payment method was charged more than once for the same order due to a technical error.
• Unauthorized Transactions: If a charge was made to your account without your authorization, subject to verification.

Refunds are evaluated on a case-by-case basis. Pizza Ranch reserves the right to require reasonable documentation or evidence (such as photos) to process a refund claim.

2. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

3. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Food items that have been substantially consumed (more than 50% eaten) before a complaint is made.
• Orders where the customer has simply changed their mind after preparation has begun.
• Customized orders that were prepared exactly as requested by the customer.
• Promotional or complimentary items provided free of charge.
• Gift cards, loyalty points, or promotional credits.
• Delivery fees (in most circumstances, unless the delivery failure was entirely our fault).
• Service charges or convenience fees unless specifically caused by a billing error on our part.
• Orders that were correctly prepared and delivered but the customer was unavailable to receive the delivery after multiple attempts.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly and as described on our menu.

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

Follow these steps to submit a refund request with Pizza Ranch:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as possible after identifying the issue. You can contact us by:
   • Email: [email protected]
   • Website: ranch-piz.rest
2. Step 2 – Provide Order Details: When contacting us, please include the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Whether the order was for delivery, takeout, or dine-in
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photos or screenshots showing the issue with your order (e.g., incorrect item, quality problem, damaged food). This helps us process your request more efficiently.
4. Step 4 – Review and Assessment: Our customer service team will review your request within 1–3 business days. We may contact you to gather additional information.
5. Step 5 – Resolution Notification: You will be notified by email of the outcome of your refund request. If approved, we will inform you of the refund amount and the expected processing timeline.
6. Step 6 – Refund Issued: Upon approval, the refund will be processed to your original payment method or as store credit, depending on the situation and your preference.

5. Refund Processing Times by Payment Method

Once a refund is approved by Pizza Ranch, the time it takes for funds to appear in your account depends on your payment method:

Please note that while Pizza Ranch processes refunds promptly upon approval, the actual time for funds to appear in your account is determined by your financial institution or payment processor and is outside of our direct control.

6. Partial Refunds

In some situations, only a partial refund may be granted. Partial refunds may apply under the following conditions:

• Only some items in your order were incorrect or missing, while other items were correctly prepared and delivered.
• The food quality issue affected only a portion of your order.
• A delivery fee is partially refunded because service was significantly delayed but ultimately delivered.
• An order was partially consumed before the quality issue was identified.
• The refund is limited to the cost of the specific item(s) in question rather than the entire order.

The amount of a partial refund will be calculated based on the value of the affected items at the time of purchase, including applicable taxes on those items. Delivery fees and service charges are generally excluded from partial refunds unless they contributed directly to the issue.

7. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges (returning one item for another) are handled differently than in retail environments.

If you received an incorrect item, Pizza Ranch may, at its discretion, offer one of the following resolutions:

• Re-preparation: We will prepare the correct item and arrange for it to be delivered or made available for pickup at no additional charge. This option is available if the issue is identified promptly and re-preparation is feasible based on your location and our current operations.
• Store Credit: We will issue store credit equal to the value of the incorrect item, which can be applied to a future order.
• Full or Partial Refund: As described in this policy.

We are unable to accept the physical return of food items for exchange due to health, safety, and food handling regulations. The exchange or replacement option is subject to our operational capacity at the time of the request.

8. Cancellation Policy

Pizza Ranch processes food orders quickly after they are placed. Our cancellation policy is as follows:

8.1 Orders Placed Online or by Phone

• Within 5 minutes of placing the order: You may cancel your order for a full refund if food preparation has not yet begun. Please contact us immediately by phone or email.
• After 5 minutes or once preparation has begun: Orders cannot be cancelled. Once our kitchen staff has begun preparing your food, a cancellation and refund will not be available.

8.2 Catering and Large Group Orders

• More than 48 hours before the scheduled order time: Full refund available upon cancellation.
• 24–48 hours before the scheduled order time: 50% refund may be issued at our discretion.
• Less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and preparation have already been committed.

8.3 Scheduled or Pre-Ordered Items

For orders scheduled in advance (e.g., birthday events, office catering), the cancellation terms in section 8.2 above will apply. We encourage customers placing large orders to plan accordingly and contact us as soon as possible if circumstances change.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Ranch provides the following dispute resolution process:

9.1 Internal Escalation

If your refund request was denied or you are unsatisfied with the resolution provided by our customer service team, you may request an escalation to our management team. To escalate your dispute:

• Send an email to [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]".
• Include all previous correspondence and documentation related to your original refund request.
• Our management team will review your case within 5 business days and provide a final response.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card company if you believe it was unauthorized or if a merchant failed to resolve a legitimate dispute. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage customers to attempt resolution with Pizza Ranch before initiating a chargeback, as chargebacks can be a lengthy process for both parties.

9.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

9.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, Pizza Ranch is willing to engage in informal mediation to reach a fair resolution. Requests for mediation should be submitted in writing to our email address provided below.

10. Special Circumstances

10.1 Third-Party Delivery Platforms

If your order was placed and delivered through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, or similar platforms), their respective refund and cancellation policies may apply to your order in addition to this policy. We encourage you to review the relevant platform's terms. Pizza Ranch will cooperate with third-party platforms to resolve legitimate complaints originating from our kitchen.

10.2 Technical Errors

In the event of a website or payment processing error that results in an incorrect charge or duplicate transaction, Pizza Ranch will investigate and process a correction as quickly as possible. Please contact us at [email protected] with details of the transaction in question.

10.3 Force Majeure

Pizza Ranch shall not be held liable for delays, cancellations, or service disruptions caused by events beyond our reasonable control, including but not limited to natural disasters, severe weather conditions, power outages, or public health emergencies. In such circumstances, we will work with customers to provide alternative resolutions including store credits or rescheduling.

11. Changes to This Refund Policy

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at ranch-piz.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or order-related concerns, please contact us using the information below: