Refund Policy

Last Updated: March 30, 2026

1. Introduction

At Pizza Ranch, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle such requests fairly, promptly, and transparently.

This Refund Policy applies to all orders placed through our website ranch-pizza.click, including delivery orders, pickup orders, and any promotional or bundled meal purchases. This policy does not limit or exclude any rights you may have under applicable United States consumer protection laws, including but not limited to the FTC Act and applicable state laws.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be issued under the following conditions:

• Incorrect Order: You received an order that does not match what was confirmed at the time of purchase (wrong items, missing items, or wrong customizations).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Damaged or Tampered Packaging: The order arrived with visibly damaged or tampered packaging that raised reasonable food safety concerns.
• Non-Delivery: Your order was confirmed and charged, but you did not receive it within the estimated delivery window and no satisfactory resolution was offered.
• Duplicate Charges: You were charged more than once for the same order due to a technical or system error.
• Allergic Reactions Due to Incorrect Ingredients: If you specified an allergy or dietary restriction at the time of ordering and the item delivered contained the restricted ingredient, you may be eligible for a full refund or replacement.

All refund requests are subject to verification and review by our customer service team. We reserve the right to request supporting information such as photos of the order, order confirmation numbers, or other documentation to process your request.

3. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored except in extraordinary circumstances at the sole discretion of Pizza Ranch management. 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 you changed your mind after the order was prepared or delivered.
• Partially Consumed Items: If a significant portion of the food has been consumed, a refund may not be issued unless a quality concern is properly documented.
• Incorrect Address Provided: If the order was undelivered due to an incorrect delivery address entered by the customer, a refund will not be issued for the food items (delivery fees may be reviewed separately).
• Special Promotional or Discount Orders: Certain deeply discounted promotional items may be marked as non-refundable at the time of purchase. This will be clearly indicated during checkout.
• Catering Deposits: Deposits paid for catering or large-group orders are non-refundable once preparation has commenced.
• Gift Cards and Vouchers: Digital or physical gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was entirely the fault of our delivery service.

5. How to Request a Refund — Step-by-Step

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time your order was placed and received
   • A clear description of the issue you experienced
   • Photographs of the food or packaging (if applicable)
2. Step 2 — Contact Our Customer Service Team: Send your refund request to our support email at [email protected] with the subject line: "Refund Request – [Your Order Number]". You may also contact us through the contact form on our website at ranch-pizza.click.
3. Step 3 — Review Process: Our customer service team will review your request and may reach out to ask for additional information or clarification. Please respond promptly to avoid delays in processing.
4. Step 4 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome via email. If approved, we will initiate the refund or replacement as appropriate.
5. Step 5 — Refund Confirmation: You will receive a confirmation email once the refund has been processed. Please allow the applicable processing time based on your payment method (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Pizza Ranch, the time it takes for the funds to appear in your account will depend on your original payment method:

Please note that these timeframes reflect the processing time on our end. Additional delays may occur depending on your financial institution or card issuer. If you do not see your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Missing Items in a Multi-Item Order: If one or more items from your order were missing but the rest of the order was delivered correctly, a partial refund will be issued for the value of the missing items only.
• Minor Quality Issues: If part of your order did not meet quality standards but the rest of the order was acceptable, a partial refund reflecting the affected items may be issued.
• Partially Consumed Orders with Documented Quality Concerns: At our discretion, if you consumed part of the order but documented a valid quality issue, a partial refund may be considered.
• Catering Orders with Partial Cancellation: If a catering order is partially cancelled prior to preparation, a partial refund will be calculated based on the items cancelled minus any preparation costs already incurred.

The determination of whether a partial or full refund is appropriate rests with our customer service team, based on the specifics of each case.

8. Exchange Policy

In many cases, we prefer to offer a replacement or exchange before issuing a monetary refund, particularly when the issue is related to an incorrect or unsatisfactory item. Exchanges are subject to the following conditions:

• Exchange requests must be made within 2 hours of receiving the original order.
• Exchanges are available for delivery orders within a reasonable delivery distance and for pickup orders at the original location.
• If a replacement order is not feasible due to location, timing, or operational constraints, a full or partial monetary refund will be offered instead.
• Exchanges are not available for items that were consumed and then reported as unsatisfactory without prior communication.
• Replacement orders will be prepared and dispatched at no additional charge to the customer when the original issue was the fault of Pizza Ranch.

We encourage customers who are dissatisfied with their order to reach out immediately so we can offer the most practical and satisfying resolution possible.

9. Cancellation Policy

We understand that plans can change. The following cancellation guidelines apply to orders placed through ranch-pizza.click:

9.1 Standard Orders

• Cancellation Window: You may cancel your order within 5 minutes of placing it, provided preparation has not yet begun.
• Once preparation has started, cancellations are no longer accepted, and no refund will be issued.
• If you need to cancel, contact us immediately at [email protected] or call us as quickly as possible.

9.2 Scheduled or Pre-Orders

• Pre-orders or scheduled delivery orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled preparation time may be subject to a cancellation fee of up to 25% of the order value to cover preparation costs.

9.3 Catering Orders

• Catering orders require at least 48 hours' notice for cancellation to receive a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours in advance may receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled catering event are non-refundable.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was unsatisfactory, you may request an escalation to a senior member of our management team by emailing [email protected] with the subject line "Escalation Request – [Your Order Number]". We will review your case within 5 business days and provide a final written response.

10.2 External Dispute Resolution

If your dispute remains unresolved after our internal escalation process, you may pursue the following options:

• Chargeback through your bank or credit card issuer: You have the right to dispute a charge with your financial institution if you believe you were charged incorrectly or fraudulently. Please note that initiating a chargeback without first attempting to resolve the issue with us may affect your ability to use our service in the future.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov if you believe our practices violated federal consumer protection laws.
• State Consumer Protection Agencies: Depending on your state of residence, you may also file a complaint with your state's attorney general office or consumer protection division.
• Better Business Bureau (BBB): You may submit a complaint through the BBB at www.bbb.org.

We are committed to resolving all legitimate disputes in good faith and in compliance with applicable United States laws and regulations.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws. Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law, including:

• The Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive trade practices in commerce.
• State-level consumer protection statutes that may provide additional rights regarding refunds, exchanges, and dispute resolution.
• If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) with respect to how your personal data is used in connection with refund processing.

12. Policy Updates

Pizza Ranch reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically. Continued use of our website and services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer service team using the information below: