Refund Policy

Effective Date: March 18, 2026  |  Last Updated: March 18, 2026

1. Overview

At Pizza Ranch, accessible at ranchpizz.click, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality food for every order. However, we understand that issues may occasionally arise. This Refund Policy outlines the conditions under which refunds, exchanges, or credits may be issued, the steps required to request a refund, and the timelines you can expect during the refund process.

This policy applies to all orders placed through our website ranchpizz.click and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as applicable state laws where the transaction occurs.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their experience with Pizza Ranch. A refund may be issued under the following eligible circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong quantity).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food you received was undercooked, burnt, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Delivery Failure: Your order was confirmed and paid for but was never delivered to the specified address, and no attempted delivery was made.
• Significant Delay: Your order was delivered substantially later than the estimated delivery time communicated at checkout, rendering the food unsuitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a billing or technical error on our platform.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize, pending verification through our internal review process.

To be eligible for a refund, you must meet the conditions above and submit your request within the applicable timeframe described in Section 3 of this policy.

3. Timeframes for Refund Requests

All refund requests must be submitted promptly. The following timeframes apply depending on the nature of your issue:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable categories carefully:

• Change of Mind: Refunds will not be issued because you changed your mind about your order after it has been prepared or dispatched.
• Incorrect Address Provided: If a delivery failed because you provided an incorrect or incomplete delivery address, no refund will be issued.
• Customer Unavailability: If a delivery attempt was made and you were unavailable to receive the order, and the driver left within a reasonable waiting period, a refund may not be granted.
• Promotional or Discounted Items: Items purchased using promotional codes, special discounts, or as part of limited-time offers may not be eligible for a refund unless they are defective or incorrect.
• Customized Orders: Orders with extensive customization made at your request (e.g., specific allergen-free preparations) are non-refundable unless they fail to meet the customization you specifically requested.
• Partially Consumed Food: If a significant portion of the food has already been consumed before a complaint is made, a full refund will not be issued. A partial refund may be considered at our discretion.
• Delivery Fees: Delivery and service fees are generally non-refundable except in cases where the entire order is eligible for a full refund due to our error.

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

To submit a refund request, please follow the steps below carefully to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before reaching out, have the following ready:
   • Your full name and contact information
   • Your order number (found in your confirmation email or receipt)
   • Date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable, especially for quality complaints or incorrect items)
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: ranchpizz.click (via the Contact or Support page)
3. Step 3 — Submit Your Request: In your message or form submission, clearly state:
   • That you are requesting a refund
   • Your order number and date
   • The specific reason for the refund request
   • Your preferred resolution (full refund, partial refund, or store credit)
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information or evidence to process your claim.
5. Step 5 — Resolution: Once your request has been reviewed and approved, you will receive a notification confirming the refund, exchange, or store credit that has been approved, along with the expected timeline for the refund to appear on your account.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly from our end, the actual appearance of funds in your account is subject to your bank's or payment provider's individual processing timelines, which are outside of our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly and in acceptable condition.
• The food quality issue affected only specific items within a larger order.
• A substantial portion of the food was consumed before the complaint was raised.
• The issue reported is a minor discrepancy rather than a fundamental error (e.g., a slight topping variation on an otherwise correct pizza).
• A promotional discount was applied to the order and only the non-discounted portion is eligible for a refund.

The amount of a partial refund will be determined at the discretion of our customer service team based on the specific details of the complaint. We are committed to ensuring a fair outcome in all cases.

8. Exchange Policy

In situations where a refund may not be the preferred resolution, we may offer an exchange or order replacement under the following conditions:

• If your order was incorrect (wrong items delivered), we will prepare and dispatch the correct order as quickly as possible, subject to our kitchen's operating hours and delivery availability.
• If a specific item is found to be of poor quality upon delivery, we may offer to replace that item at no additional charge during a subsequent order or within the same day, if operationally feasible.
• Exchanges are subject to menu availability at the time of the request.
• Replacement orders will be treated as priority orders to minimize wait times for affected customers.

If an exchange or replacement is offered and accepted by the customer, no further monetary refund will be issued for the same complaint unless the replacement order also fails to meet acceptable standards.

9. Cancellation Policy

Because all food at Pizza Ranch is freshly prepared upon order confirmation, our ability to process cancellations is time-sensitive. Please review the following cancellation terms:

9.1 Orders Not Yet Prepared

If you contact us within 5 minutes of placing your order and the kitchen has not yet begun preparing your food, we will cancel your order and issue a full refund to your original payment method.

9.2 Orders Already in Preparation

If your order has already entered the preparation phase, we are unable to cancel the order. In this case:

• No refund will be issued for orders canceled at this stage due to a change of mind.
• If there is a genuine error on our end (e.g., incorrect order taken), we will work with you to find a fair resolution.

9.3 Scheduled or Pre-Orders

For orders placed in advance (scheduled for future delivery or pickup), cancellations must be made at least 2 hours before the scheduled delivery or pickup time to be eligible for a full refund. Cancellations made after this window may only be eligible for store credit at our discretion.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. In the event that you are dissatisfied with the outcome of your refund request, you may pursue the following dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation to a senior member of our customer support team by contacting us at [email protected] and including "Escalation Request" in the subject line. A senior representative will review your case within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you were charged incorrectly. We encourage customers to first attempt to resolve the issue directly with us before initiating a chargeback. Initiating a chargeback without first contacting us may result in delays to resolution.

10.3 FTC Consumer Protection

Customers who believe their consumer rights have been violated may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov. Additionally, if you are located in a state with additional consumer protection laws (such as California's Consumer Protection statutes), you may also contact your state's Attorney General's office.

10.4 Informal Mediation

Before pursuing any formal legal action, both parties agree to make a good-faith effort to resolve any dispute through informal negotiation or mediation. Please contact us directly to initiate this process.

11. Store Credit

In some cases, as an alternative to a monetary refund, we may offer store credit that can be applied to future orders on ranchpizz.click. Store credit:

• Will be applied to your account or provided as a promotional code via email.
• Is valid for 90 days from the date of issuance unless otherwise stated.
• Cannot be redeemed for cash or transferred to another account.
• Can be used on any menu item available at the time of redemption.
• Cannot be combined with other promotional codes or special offers unless expressly permitted.

12. Policy Updates

Pizza Ranch reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our services after any policy update constitutes your acceptance of the revised terms.

13. Contact Information

For all refund requests, questions about this policy, or general customer support inquiries, please contact us using the information below: