Refund Policy

Effective Date: June 4, 2026  |  Last Updated: June 4, 2026

1. Overview

This Refund Policy applies to all purchases made through our website at ranchpizzameal.rest, by phone, or in person at our Pizza Ranch location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and the most current version will always be available on our website.

Our goal is to ensure every customer receives exactly what they ordered, prepared with care and delivered in excellent condition. In the event that your experience does not meet your expectations, we encourage you to contact us as soon as possible so we can resolve the situation promptly and fairly.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item or items that were different from what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Allergic Reactions Due to Incorrect Ingredients: If you explicitly requested the exclusion of a specific ingredient due to a food allergy or dietary restriction, and that ingredient was included, you may be eligible for a refund or replacement.
• Significant Delivery Delays: If your delivery order arrived significantly later than the estimated delivery window and the food quality was compromised as a result.
• Damaged Packaging: If the food arrived with severely damaged packaging that affected the quality or safety of the food.
• Duplicate Charges: If your payment method was charged more than once for the same order.

To be eligible for a refund, you must provide adequate documentation of the issue, which may include photographs of the food, your original order receipt or confirmation number, and a clear description of the problem encountered.

3. Timeframes for Refund Requests

We operate in a fast-paced food service environment, and the freshness and time-sensitive nature of food products means that refund requests must be submitted promptly. Please review the following timeframes:

Refund requests submitted outside of these timeframes may not be honored, except in cases of billing errors or extenuating circumstances at our sole discretion.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following items and situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food was already prepared.
• Custom or special orders that were prepared exactly as specified by the customer.
• Partially consumed food items where the complaint is subjective (e.g., personal taste preferences).
• Delivery orders where the customer provided an incorrect delivery address.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards and store credit — these are non-refundable and non-transferable for cash.
• Catering deposits after a cancellation deadline has passed (see Cancellation Policy below).
• Orders cancelled after food preparation has already commenced.
• Tips and service charges already processed to delivery drivers or staff.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 – Gather Your Information
   Before contacting us, have the following information ready: your order confirmation number, the date and time of your order, the name on the order, the items you ordered versus what you received, and photographs of the issue (if applicable).
2. Step 2 – Contact Our Customer Support Team
   Reach out to us through one of the following methods within the applicable timeframe listed above:
   • Email: [email protected]
   • Website: ranchpizzameal.rest
3. Step 3 – Provide Documentation
   In your refund request, clearly describe the issue and attach any relevant photographs, screenshots of your order confirmation, or other evidence to support your claim. The more detail you provide, the faster we can process your request.
4. Step 4 – Review and Assessment
   Our customer service team will review your request and may follow up with additional questions or request further documentation. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 – Refund Decision
   Once your request has been reviewed, we will notify you of our decision via email. If approved, we will process your refund using the original payment method or offer store credit, at our discretion.
6. Step 6 – Refund Processing
   After approval, your refund will be processed according to the timelines outlined in Section 6 below.

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 some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following circumstances:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected part of the order but not the entire order.
• A promotional discount was already applied to the order that reduces the refundable amount.
• Delivery fees may be excluded from the refund if the food itself was correctly prepared and the delivery service was completed.
• Taxes and processing fees may be non-refundable depending on the circumstances and applicable law.

The amount of any partial refund will be communicated to the customer prior to processing, and customers will have the opportunity to accept the partial refund or escalate the dispute as described in Section 10 below.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to remake or replace your order. This is often the fastest and most convenient resolution. Our exchange policy works as follows:

• Replacement Offer: If you received an incorrect item or a food quality issue was identified, we will offer to remake and deliver (or prepare for pickup) the correct item at no additional charge.
• Availability: Replacement orders are subject to our operating hours and ingredient availability. We cannot guarantee an immediate replacement if it falls outside of our service hours.
• Acceptance: You are not required to accept a replacement in lieu of a refund. If you prefer a monetary refund, please indicate this clearly in your refund request.
• No Double Compensation: If a replacement order has been accepted and delivered, a monetary refund for the same items will not also be issued.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy below:

9.1 Standard Orders (Delivery and Pickup)

Due to the nature of fresh food preparation, we can only accept cancellations within a very short window after an order is placed:

• Cancellations made within 5 minutes of placing the order will receive a full refund.
• Cancellations made after food preparation has begun will not be eligible for a refund, as the food will already have been made specifically for your order.
• To cancel an order, contact us immediately by email at [email protected] or through our website at ranchpizzameal.rest.

9.2 Catering and Large Group Orders

For catering orders and large-volume group orders, the following cancellation terms apply:

• Cancellations made 72 hours or more before the scheduled catering date will receive a full refund, including any deposits paid.
• Cancellations made between 24 and 72 hours before the scheduled date will receive a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled date are non-refundable, as ingredients and staff will have already been committed to the order.
• In the case of emergency cancellations (natural disasters, documented medical emergencies), exceptions may be made at our sole discretion.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options to escalate or resolve the dispute:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our management team for further review. To do so, reply to our refund decision email and clearly state that you wish to escalate the matter. Our management team will review your case and respond within 3 business days.

10.2 Consumer Protection Resources

As a business operating in the United States, we comply with all applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices. If you believe we have acted in violation of these laws, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your state's Attorney General office — contact details vary by state.

10.3 Chargeback Rights

You retain the right to dispute a charge with your credit card company or bank if you believe you were charged incorrectly. However, we ask that you contact us first and allow us the opportunity to resolve the issue before initiating a chargeback. Frivolous chargebacks may result in the suspension of your account.

10.4 Informal Resolution

We are committed to resolving disputes amicably. Before pursuing any formal legal action, we request that customers contact us in good faith to allow us to reach a mutually satisfactory resolution.

11. Chargebacks and Fraud Prevention

Pizza Ranch takes fraud seriously. If we determine that a refund request or chargeback is fraudulent, exaggerated, or made in bad faith, we reserve the right to:

• Deny the refund request in full.
• Suspend or permanently ban the customer account from placing future orders.
• Report the fraudulent activity to the appropriate authorities.

We utilize secure payment processing systems to protect both our customers and our business from unauthorized transactions.

12. Amendments to This Policy

Pizza Ranch reserves the right to amend, modify, or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at ranchpizzameal.rest. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below: