Refund Policy

Effective Date: March 22, 2026  |  Last Updated: March 22, 2026

1. Overview

This Refund Policy applies to all orders placed through our website ranchpizza.click, over the phone, or in person at our location. Because we deal in perishable food items, our refund and exchange procedures are designed to balance customer satisfaction with the realities of food service operations. We encourage all customers to review their orders carefully at the time of pickup or delivery.

By placing an order with Ranch Pizza, you acknowledge and agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their purchase. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• 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 a reasonable standard of quality.
• Allergic Ingredient Error: If you specifically requested the removal of an ingredient due to an allergy or dietary restriction and the item was prepared with that ingredient regardless.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your delivery order was never received and was not returned to our store.
• Significantly Delayed Delivery: Your order arrived more than 60 minutes beyond the quoted estimated delivery time with no prior notice from our team.

Refunds will not be issued for dissatisfaction based on personal taste preferences, as food preparation follows our standard recipes and described menu items.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We reserve the right to deny refund requests that are reported unreasonably late, as perishable food items cannot be inspected or verified after a prolonged period.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for a refund:

• Completed and accepted orders where no issue was reported at the time of receipt.
• Customized items prepared exactly as specified by the customer (wrong specifications entered by the customer at checkout).
• Delivery fees charged by third-party delivery platforms are non-refundable through Ranch Pizza and must be disputed directly with the third-party service.
• Promotional or discounted items purchased through special limited-time offers, unless there is a verifiable quality or accuracy issue.
• Gift cards or any prepaid value codes are non-refundable once purchased and activated.
• Personal taste preferences — if the food was prepared correctly as described on the menu but you simply did not enjoy it.
• Partially consumed orders — refunds will not be issued for items that have been substantially consumed unless a verifiable quality issue is documented.

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

We have made the refund request process as straightforward as possible. Please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us by:
   • Email: [email protected]
   • Website: ranchpizza.click
2. Step 2 — Provide Order Details: When contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time the order was placed
   • A clear description of the issue you experienced
   • The specific item(s) you are requesting a refund for
3. Step 3 — Submit Supporting Evidence (If Applicable): For quality complaints, incorrect orders, or allergy-related issues, we may ask you to provide photographic evidence. Please take clear photos of the food or packaging and attach them to your email or inquiry submission.
4. Step 4 — Review Process: Our team will review your refund request within 1–2 business days. We may contact you for additional information if necessary. All decisions are made in good faith based on the details and evidence provided.
5. Step 5 — Resolution Notification: Once a decision has been made, we will notify you by email or phone. If your refund is approved, we will outline the refund amount and the method through which it will be returned.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, additional delays may occur due to your bank or financial institution's processing timelines. These delays are outside of our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a larger order were incorrect, missing, or unsatisfactory — a refund will be issued for those specific items only.
• A portion of the food was consumed before the quality issue was identified — the refund will reflect the unconsumed portion.
• A delivery fee is involved — the food cost may be refunded but the delivery fee may not, depending on the nature of the issue.
• A discount or promotional code was applied to the original order — the refund will be calculated based on the actual amount paid, not the pre-discount price.
• The customer contributed to the issue (e.g., providing an incorrect delivery address or picking up the wrong order) — a partial refund may be offered at our discretion as a goodwill gesture.

8. Exchange Policy

Due to the perishable nature of food products, exchanges work differently than in traditional retail settings. Our exchange policy is as follows:

• Incorrect Items: If you received the wrong item, we will prepare and send you the correct item as quickly as possible, subject to availability and operating hours. This exchange is provided at no additional charge.
• Quality Issues: If an item does not meet our quality standards, we will remake the item and arrange delivery or allow for store pickup at no cost to you.
• Customer Preference: Exchanges are not available for items ordered correctly according to customer specifications where the customer later changes their mind. We recommend reviewing your order carefully before confirming your purchase.
• Timing: Exchange requests must be submitted within the same timeframes listed in Section 3 of this policy. Exchanges requested after these windows may not be honored.

In cases where remakes or exchanges are not feasible (e.g., outside operating hours), we will default to issuing a store credit or refund as appropriate.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair while accounting for the time and resources involved in food preparation:

• Cancellation Within 5 Minutes of Ordering: If you cancel your order within 5 minutes of placement and preparation has not yet begun, you will receive a full refund.
• Cancellation After 5 Minutes (Before Preparation Begins): If your order has not yet entered the preparation stage, cancellation may still be accepted at our discretion, and a full or partial refund may be issued.
• Cancellation After Preparation Has Begun: Once food preparation has started, we are unable to cancel the order. A store credit may be offered at management's discretion as a goodwill gesture.
• Cancellation After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. Please contact us if your delivery does not arrive.
• Catering and Bulk Orders: Cancellations for catering or large group orders must be made at least 48 hours in advance for a full refund. Cancellations made between 24–48 hours in advance may receive a 50% refund. Cancellations made less than 24 hours before the scheduled order time are non-refundable.

To cancel an order, please contact us immediately by email at [email protected] or visit our website at ranchpizza.click.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps outlined below before pursuing external remedies:

1. Step 1 — Internal Escalation: If your initial refund request was denied or you are unsatisfied with the resolution, contact us again at [email protected] and clearly state that you wish to escalate your dispute. Reference your original request and any communications you have received.
2. Step 2 — Management Review: A member of our management team will review your escalated complaint within 3–5 business days and provide a final internal decision.
3. Step 3 — Credit Card Chargeback: If you used a credit or debit card and believe you have been charged unfairly, you have the right to file a chargeback with your card issuer. We strongly encourage attempting to resolve the issue with us directly before initiating a chargeback, as we are committed to fair resolutions.
4. Step 4 — Consumer Protection Agencies: Consumers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or contact their state's Attorney General office if they believe their consumer rights have been violated.
5. Step 5 — Small Claims Court: For disputes involving amounts that cannot be resolved through the above steps, either party may pursue resolution through small claims court in the applicable jurisdiction within the United States.

We are committed to resolving all disputes in a fair, transparent, and timely manner. Our goal is always to reach a satisfactory resolution without the need for formal legal proceedings.

11. Special Circumstances

We recognize that certain situations fall outside the normal scope of this policy. In cases involving:

• Food Safety Concerns: If you believe a food item caused illness, please contact us immediately and also notify your local health department. We take food safety extremely seriously and will cooperate fully with any investigations.
• Natural Disasters or Emergencies: In the event of service disruptions caused by circumstances beyond our control (force majeure), we will work with affected customers on a case-by-case basis to provide fair resolutions.
• System or Platform Errors: If a technical error on our website or ordering system led to an incorrect order or duplicate charge, we will prioritize resolution and process any applicable refund as quickly as possible.

12. Changes to This Policy

Ranch Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be reflected by updating the "Last Updated" date at the top of this page. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

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

We aim to respond to all refund-related inquiries within 1–2 business days. Your satisfaction is our priority, and we appreciate your trust in Ranch Pizza.