Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Overview

At Round Table Pizza, customer satisfaction is our highest priority. We are committed to delivering fresh, high-quality food with every order. However, we understand that issues may arise, and we want to ensure that every customer has a clear understanding of their rights and options when it comes to refunds, cancellations, and exchanges.

This policy has been drafted in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, applicable state consumer protection statutes, and, where relevant, the California Consumer Privacy Act (CCPA/CPRA). By placing an order with us, you agree to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. The following conditions must be met for a refund request to be considered eligible:

• The order was placed directly through our official website at roundtablepizza-eat.rest or through an authorized channel operated by Round Table Pizza.
• The refund request is submitted within the applicable timeframe as described in Section 3 of this policy.
• The issue reported is verifiable and falls under one of the accepted categories listed below:
  • The order was incorrect (wrong items delivered or prepared).
  • The food was inedible, spoiled, or posed a health and safety concern.
  • The order was never delivered despite confirmation of placement and payment.
  • A duplicate charge or billing error occurred.
  • The order was significantly delayed beyond the estimated delivery or pickup time.
• The customer provides sufficient evidence to support their claim (photos, receipts, order confirmation numbers, etc.).
• The order has not been substantially consumed. Refunds will not be issued for food that has been mostly or fully eaten, unless the concern relates to a health or safety issue identified after consumption.

Round Table Pizza reserves the right to evaluate each refund request on a case-by-case basis and may request additional documentation before approving or denying a claim.

3. Timeframes for Refund Requests

Timely submission of refund requests is essential. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds will not be issued simply because a customer changed their mind about an order after preparation has begun.
• Customized orders: Orders with special customizations, modifications, or special instructions that were fulfilled as requested are non-refundable.
• Consumed food: Orders that have been substantially consumed are not eligible for a refund unless a verifiable health or safety concern exists.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, discount deal, or gift card offer may have restricted or no refund eligibility.
• Delivery fees: Delivery fees are non-refundable once an order has been dispatched, except in cases where non-delivery is confirmed.
• Digital gift cards and vouchers: Once issued and activated, digital gift cards are non-refundable.
• Third-party platform orders: Orders placed through third-party delivery apps (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies and must be addressed directly with the respective platform.

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Collect all relevant details about your order, including your order confirmation number, the date and time of the order, the items ordered, the total amount charged, and any supporting evidence such as photographs of incorrect or unsatisfactory items.
2. Step 2 – Contact Our Customer Support Team: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: roundtablepizza-eat.rest
3. Step 3 – Submit Your Claim: Clearly describe the issue you experienced. Include your order number, a description of the problem, and attach any supporting documentation or photographs. The more detail you provide, the faster we can process your request.
4. Step 4 – Await Confirmation: Our team will send you a confirmation acknowledging receipt of your refund request, typically within 1–2 business days. This confirmation will include a reference number for tracking purposes.
5. Step 5 – Review and Decision: Our customer support team will review your claim and may follow up with additional questions or requests for documentation. A decision will be communicated to you within 3–5 business days of receiving all required information.
6. Step 6 – Refund Issuance: If your refund request is approved, the refund will be processed according to the timeframes described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution's processing times. Round Table Pizza is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remaining items were delivered as expected.
• The customer contributed to the issue (e.g., incorrect delivery address provided, special instructions were unclear).
• A significant portion of the order was consumed before the complaint was made.
• Promotional discounts or coupons were applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected items.
• The issue relates to minor inconveniences (e.g., slight delay) rather than a complete failure of service.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of the order and the nature of the complaint. Our goal is always to reach a fair resolution for all parties involved.

8. Exchange Policy

In cases where a refund is not the preferred resolution, Round Table Pizza may offer an exchange or replacement order under the following conditions:

• The incorrect item(s) can be identified and confirmed by our team.
• The replacement order can be prepared and delivered or made available for pickup within a reasonable timeframe.
• The customer agrees to return or dispose of the incorrect or unsatisfactory items as instructed by our team.

Exchanges are offered at our discretion and may be subject to operational availability. If an exchange cannot be accommodated (e.g., the restaurant is closed, or the items are out of stock), a refund will be offered instead. Exchanges are not available for orders placed through third-party delivery platforms.

9. Cancellation Policy

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

9.1 Online Orders

Due to the perishable nature of food products and the speed at which our kitchen begins preparing orders, cancellations are only accepted within 5 minutes of order placement. After this window, your order may already be in preparation and cannot be cancelled.

To cancel an order, please contact us immediately via email at [email protected] or through the contact form on our website at roundtablepizza-eat.rest.

9.2 Catering and Large Group Orders

For catering or large group orders, a different cancellation timeline applies:

• Cancellations made 48 hours or more before the scheduled order time: Full refund.
• Cancellations made 24–48 hours before the scheduled order time: 50% refund.
• Cancellations made less than 24 hours before the scheduled order time: No refund.

9.3 Restaurant-Initiated Cancellations

In rare circumstances, Round Table Pizza may need to cancel an order due to ingredient unavailability, technical errors, or operational issues. In such cases, customers will be notified promptly, and a full refund will be issued automatically without the need for a customer request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request has been denied or you feel the resolution was inadequate, you may request a review by a senior member of our customer service team. To escalate your concern, reply to the original email correspondence or contact us at [email protected] with the subject line: "Refund Escalation – [Your Order Number]". Escalated reviews are typically completed within 5–7 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe a transaction was unauthorized or that goods or services were not delivered as promised. Under the Fair Credit Billing Act (FCBA), you may dispute billing errors with your card issuer. We encourage you to attempt resolution with us before initiating a chargeback, as we are committed to finding a fair solution.

10.3 FTC and State Consumer Protection Agencies

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

• The Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office: Depending on your state, you may also file a complaint with your local consumer protection office.

10.4 Informal Dispute Resolution

We are committed to resolving all disputes in good faith. Before pursuing any formal legal action, we request that customers contact us directly to allow us the opportunity to address the issue. Most disputes can be resolved quickly and amicably through direct communication.

11. Special Circumstances

Round Table Pizza recognizes that extraordinary situations may arise. The following special circumstances may affect refund eligibility and processing:

• Allergies and dietary restrictions: If you have a food allergy or dietary restriction, it is your responsibility to clearly communicate this at the time of ordering. We take allergen-related complaints very seriously. If you experience an adverse reaction due to an undisclosed allergen in our food, please contact us immediately and seek medical attention if necessary.
• Weather and external delays: Delivery delays caused by extreme weather conditions, traffic, or other uncontrollable external factors may not qualify for a full refund but may be eligible for a partial refund or discount on a future order.
• Technical errors: If a technical error on our website causes an incorrect order to be placed, we will work with you to correct the issue and provide an appropriate remedy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the following details:

13. Policy Updates

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at roundtablepizza-eat.rest with a revised effective date. Continued use of our services following any updates constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any changes.