Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

At Round Table Pizza, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that occasionally issues may arise with your food order, and we have established this comprehensive Refund Policy to address those situations fairly and transparently.

This policy governs all refund, exchange, and cancellation requests related to food orders, catering services, and any other purchases made through our website at roundtablepizza.click or through our associated ordering platforms. Our policy complies with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions or concerns about this policy, please do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Round Table Pizza experience. Refunds may be granted under the following circumstances:

2.1 Qualifying Reasons for a Refund

• Incorrect Order: You received a pizza or food item that is significantly different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were missing at the time of delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: Your order was confirmed and paid for but was never delivered and no attempt was made to fulfill it.
• Significant Delivery Delay: Your delivery was unreasonably delayed beyond the estimated delivery window without prior notification, and the food quality was compromised as a result.
• Allergen Issues: If you specified an allergy or dietary restriction and the order did not comply with those requirements, resulting in a compromised product.

2.2 General Eligibility Requirements

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide your valid order number or proof of purchase.
• You must provide a clear description of the issue, along with photographic evidence where applicable (e.g., incorrect items, food quality concerns).
• The order must have been placed and paid for through our official website, roundtablepizza.click, or an authorized ordering channel.

3. Timeframes for Refund Requests

Time is an important factor when dealing with food orders. Please submit your refund request within the following timeframes:

Requests submitted outside of these timeframes will be evaluated on a case-by-case basis and may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or dispatched.
• Incorrect Order Information Provided by Customer: If the order issue arose because the customer provided incorrect delivery address details, incorrect item customizations, or similar errors.
• Partially Consumed Food: Items that have been substantially consumed are not eligible for a full refund unless there is a documented quality or safety concern.
• Promotional or Discounted Items: Items purchased at a special promotional price or as part of a limited-time offer may have restricted refund eligibility, which will be communicated at the time of purchase.
• Gift Cards and Digital Credits: Once purchased or activated, gift cards and account credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Catering Deposits (within cancellation window): Catering deposits canceled outside the permitted window described in Section 8 are non-refundable.

5. How to Request a Refund

To ensure your refund request is processed as efficiently as possible, please follow these step-by-step instructions:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your full name and contact information
• Your order number (found in your order confirmation email)
• The date and time of your order
• A clear description of the problem you experienced
• Photographs of the issue, if applicable (e.g., incorrect items, food quality concerns)

Step 2: Contact Us

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: roundtablepizza.click

Step 3: Submit Your Refund Request

Provide all required information to our support team. Clearly state that you are requesting a refund and explain the specific issue. Attach any supporting photographs or documents.

Step 4: Await Confirmation

You will receive an acknowledgment of your refund request within 1 to 2 business days. Our team will review your submission and may follow up with additional questions if necessary.

Step 5: Receive Our Decision

We will inform you of our refund decision within 3 to 5 business days of receiving your complete request. If your refund is approved, we will initiate the refund process immediately.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that these are estimated timeframes and may vary depending on your bank or financial institution. Round Table Pizza is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following circumstances:

• Only Some Items Are Affected: If only a portion of your order was incorrect, missing, or of poor quality, a partial refund corresponding to the affected items may be issued.
• Partially Consumed Orders: If a food quality concern is identified after a portion of the order has already been consumed, the refund may be prorated accordingly.
• Minor Deviations: If the order deviation was minor (e.g., a small customization that was slightly different), a partial credit or discount may be offered as compensation.
• Service Credit: In some cases, rather than a monetary partial refund, we may offer a comparable store credit or discount code for a future order.

Partial refund amounts will be determined at the discretion of our customer support team based on the specifics of each situation.

8. Cancellation Policy

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

8.1 Standard Food Orders

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you are eligible for a full refund.
• During Preparation: Once your order has been confirmed and preparation has begun, cancellations may not be possible. If a cancellation is accepted at this stage, a partial refund may be offered at our discretion.
• After Dispatch: Orders that have already been dispatched for delivery cannot be canceled. No refund will be issued for cancellation after dispatch unless there is an issue with the order itself.

8.2 Catering and Advance Orders

• Cancellation More Than 48 Hours Before Event: Full refund of the deposit and any payments made.
• Cancellation Between 24 and 48 Hours Before Event: 50% refund of the total order value.
• Cancellation Less Than 24 Hours Before Event: No refund will be issued. The full order amount may be charged.

To cancel an order, please contact us immediately at [email protected] and include your order number and reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges.

• Wrong Item Received: If you received an incorrect item, we will arrange for the correct item to be prepared and delivered or made available for pickup, subject to availability. If a replacement cannot be provided promptly, a full refund will be issued instead.
• Quality Concerns: If your food item does not meet our quality standards, we will offer to replace the affected item or issue a refund, based on your preference and the feasibility of replacement.
• No Physical Returns Required: Due to food safety regulations, we do not require customers to return food items. However, we may request photographic evidence to process your exchange or refund request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our dispute resolution process.

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please provide your original case reference number and any additional supporting information.

10.2 Chargeback Rights

Under United States consumer protection laws and the regulations of major card networks, you may have the right to initiate a chargeback through your bank or credit card issuer if you believe a transaction was unauthorized or if we have failed to resolve a legitimate dispute. We encourage customers to contact us first before initiating a chargeback, as we are committed to resolving issues fairly and promptly.

10.3 FTC and Consumer Protection Resources

Consumers in the United States have additional protections under the Federal Trade Commission Act and other applicable federal and state consumer protection statutes. You may file a complaint with the FTC at ftc.gov/complaint or contact your state's Attorney General's office if you believe your consumer rights have been violated.

10.4 Informal Resolution

We strongly encourage all customers to attempt to resolve disputes informally by contacting us directly before pursuing any formal legal remedies. The vast majority of concerns can be resolved quickly through direct communication with our support team.

11. Policy Changes

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at roundtablepizza.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the information below: