Refund Policy

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

1. Overview

This Refund Policy applies to all orders and purchases made through our website at roundtablepizza.rest, over the phone, or in person at our locations. By placing an order with Round Table Pizza, you agree to the terms described in this policy. We encourage you to read this document carefully before completing any purchase.

Our goal is to resolve any concerns quickly, fairly, and professionally. We stand behind the quality of our food and services, and we will work diligently to make things right if your experience does not meet expectations.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• You received an incorrect order that does not match what you originally placed.
• Your food arrived in an unsatisfactory condition, including items that were spoiled, undercooked, or unsafe for consumption.
• Your order was never delivered within the estimated delivery window and no reasonable explanation was provided.
• You were charged more than the stated price at the time of your order.
• A duplicate charge was applied to your payment method for a single order.
• The order was canceled by Round Table Pizza due to operational issues, ingredient unavailability, or technical errors on our side.
• You experienced a significant quality issue that substantially reduced the value of your purchase.

Refunds are evaluated on a case-by-case basis. Round Table Pizza reserves the right to request supporting evidence, such as photographs of the food, order confirmation numbers, or payment receipts, before approving a refund.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please review the following timeframes:

Requests submitted outside of these timeframes may not qualify for a full refund. However, we will always do our best to address your concern with good faith and fairness.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. These include, but are not limited to:

• Change of mind: Refunds are not issued simply because you changed your mind after placing a valid and correctly fulfilled order.
• Customer-initiated errors: If you placed an incorrect order (wrong toppings, wrong size, wrong address), we cannot guarantee a refund, though we will try to assist where possible.
• Partially consumed orders: If a significant portion of the order has been eaten and no genuine quality issue is reported, refunds will generally not be issued.
• Promotional or discounted items: Items purchased at a special promotional price or using a limited-time coupon code may be non-refundable unless a clear quality issue exists.
• Gift cards and store credit: These items are non-refundable and non-transferable once issued.
• Delivery fees: Delivery charges are generally non-refundable unless the non-delivery was due to our error.
• Service fees and convenience charges: Platform or service fees applied at checkout are non-refundable.

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

Follow these steps to submit a refund request to Round Table Pizza:

1. Step 1 – Gather Your Information: Before reaching out, have your order confirmation number, date and time of purchase, payment method used, and a brief description of the issue ready. If applicable, take clear photographs of the food or packaging.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: roundtablepizza.rest
3. Step 3 – Describe Your Issue: Clearly explain the problem with your order. Include your order number, what you expected, and what you received. Attach any supporting photos or documentation.
4. Step 4 – Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days and begin reviewing your case.
5. Step 5 – Review and Decision: We will evaluate your request and notify you of our decision within 3–5 business days of receiving all necessary information. We may contact you for additional details during this period.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment processor may take additional time to post the credit to your account. Round Table Pizza is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following conditions:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• You received the correct order but experienced a minor quality issue that did not affect the entire meal.
• A promotional discount was applied that must be accounted for in the refund calculation.
• You partially consumed the order before identifying a quality concern, and the remaining portion was still usable.
• The delivery was significantly late but still completed, resulting in reduced satisfaction rather than complete dissatisfaction.

The amount of a partial refund will be determined at the discretion of our customer support team, based on the nature and extent of the issue reported.

8. Exchange Policy

Round Table Pizza does not offer direct product exchanges in the traditional retail sense, as our products are freshly prepared food items. However, we do offer the following alternatives in qualifying situations:

• Order Replacement: If your order contained a significant error or quality issue and you contact us within the applicable timeframe, we may offer to remake and deliver a replacement order at no additional charge, subject to availability and operational capacity.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equal to the value of the affected item(s), which can be applied toward your next order at roundtablepizza.rest.
• Complimentary Items: In some cases, we may offer a complimentary item on a future order as a gesture of goodwill and appreciation for your patience.

Replacements are subject to location availability and hours of operation. We cannot guarantee replacement availability during peak hours or when specific ingredients are not in stock.

9. Cancellation Policy

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

9.1 Standard Online and Phone Orders

For standard delivery or pickup orders placed through our website or by phone, cancellations must be requested within 5 minutes of placing the order. After this window, your order will have entered food preparation and a cancellation may no longer be possible. If cancellation is not possible, a full or partial refund may still be considered depending on the stage of preparation.

9.2 Advance Orders

If you placed an advance order for a future date or time, you may cancel with a full refund up to 24 hours before the scheduled delivery or pickup time. Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee or may only qualify for store credit.

9.3 Catering and Large Group Orders

Catering orders or large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made within 24–48 hours may receive a 50% refund. Cancellations made less than 24 hours before the event will generally not be eligible for a refund, as ingredients will have been purchased and preparation may have already begun.

9.4 Cancellations by Round Table Pizza

In the event that Round Table Pizza must cancel your order due to unforeseen circumstances such as ingredient shortages, technical issues, or operational limitations, you will receive a full refund to your original payment method within the applicable processing time.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern through the following process:

10.1 Internal Escalation

Contact our customer support team again and request that your case be reviewed by a senior team member or manager. Please reference your original case or ticket number when doing so. We are committed to giving every escalation a thorough and impartial review.

10.2 FTC and Consumer Protection Rights

As a customer in the United States, you have rights under the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices. If you believe your rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint.

10.3 Chargeback Rights

If you believe you have been charged incorrectly and we have been unable to resolve the issue, you have the right to contact your credit card issuer or bank to initiate a chargeback process. We encourage you to exhaust our internal resolution process first, as chargebacks can take significantly longer to resolve than direct refunds.

10.4 State-Specific Consumer Rights

Depending on your state of residence, you may have additional consumer protection rights. For example, California residents are protected under the California Consumer Privacy Act (CCPA/CPRA) and state-specific consumer protection statutes. We respect all applicable state laws and will work to accommodate your rights accordingly.

10.5 Informal Mediation

In the event of a dispute that cannot be resolved through our internal process, both parties agree to attempt resolution through good-faith informal mediation before pursuing formal legal action. This may include written correspondence or virtual meetings with a customer relations representative.

11. Policy Changes

Round Table Pizza reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at roundtablepizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have a question about this policy or wish to submit a refund request, please reach out to our customer support team using the contact details below. We are here to help and will respond as promptly as possible.