Refund Policy

Effective Date: April 3, 2026 | Last Updated: April 3, 2026

1. Introduction

At Ranch Pizza, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that there may be occasions where an order does not meet your expectations, arrives incorrectly, or encounters an issue during preparation or delivery. This Refund Policy has been established to ensure fairness, transparency, and clarity for all of our valued customers.

This policy applies to all orders placed through our website at ranchpizza.top, including online orders for delivery, pickup, and any catering arrangements. Our practices are consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA) for customers located in California.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — meaning you received items that differ from what was listed on your confirmed order receipt.
• Your order arrived in an unsatisfactory condition, including food that was significantly undercooked, overcooked, or otherwise inedible due to a preparation error on our part.
• Your order was not delivered within a reasonable timeframe and was confirmed as lost or undelivered by our delivery team or third-party delivery partner.
• You were charged an incorrect amount or experienced a duplicate charge during the checkout process.
• Your order was canceled by Ranch Pizza due to operational issues, ingredient unavailability, or circumstances beyond your control.
• A confirmed allergen was present in your food that was not disclosed at the time of ordering, and you had clearly specified dietary restrictions during checkout.

Refund eligibility is determined on a case-by-case basis. Ranch Pizza reserves the right to request supporting documentation such as photographs, order receipts, or a description of the issue before processing any refund.

3. Timeframes for Refund Requests

To ensure that all refund claims can be properly reviewed and addressed, we require that refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage you to contact us as soon as you become aware of any issue with your order.

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and situations are not eligible for a refund:

• Correctly fulfilled orders: If your order was prepared and delivered exactly as specified and you simply changed your mind after receipt, a refund will not be issued.
• Partially consumed food: Refunds will not be granted for food that has been largely consumed. If there is an issue, please contact us promptly and before consuming the majority of the order.
• Customized or special-request items: Orders that were specially customized at your request (e.g., specific toppings, crusts, or dietary modifications) are non-refundable unless a preparation error occurred.
• Promotional and discounted items: Items purchased using promotional codes, limited-time deals, or deep-discount offers may not qualify for a full refund; partial refunds may be considered at our discretion.
• Delivery fees: Third-party delivery fees are non-refundable unless the delivery failure was entirely caused by our error or the delivery partner's fault, as confirmed in writing.
• Gift cards and prepaid credits: Gift cards and digital credits purchased through ranchpizza.top are non-refundable once issued.
• Late cancellations of catering orders: Catering orders canceled less than 48 hours before the scheduled event time will not be eligible for a full refund; a partial refund may be considered depending on preparation costs already incurred.

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

If you believe you are entitled to a refund based on the eligibility criteria above, please follow these steps:

1. Step 1 — Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, the items in question, and a clear description of the problem.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food or packaging that demonstrates the problem (e.g., incorrect items, damaged packaging, poor food quality).
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected]. In the subject line, write "Refund Request — Order #[Your Order Number]." Include all relevant details and attach any photographs.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1 business day. We may follow up with additional questions or request further documentation.
5. Step 5 — Review and Decision: We aim to review all refund requests within 3 to 5 business days. You will receive a written notification of our decision via email.
6. Step 6 — Refund Issuance: If your request is approved, a refund will be processed to your original payment method within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please be aware that processing times may vary depending on your bank or financial institution. Ranch Pizza is not responsible for delays caused by third-party payment processors or banking systems.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing; the remainder of the order was correctly fulfilled.
• The food quality issue affected only part of the order, and other items were satisfactory.
• A catering order is canceled within 48 hours of the scheduled service time, and partial preparation costs have already been incurred.
• A promotional discount was applied to the order, and the refund amount will reflect the discounted price paid rather than the standard menu price.
• The customer partially consumed the food before reporting the issue; the refund will be assessed proportionally.

The specific amount of any partial refund will be communicated to the customer in the approval notification and will be calculated based on the actual cost of the affected items.

8. Exchange Policy

In many cases where an order issue is identified quickly, we may offer a replacement or exchange as an alternative to a monetary refund. The following exchange options may be available:

• Order Replacement: If you received an incorrect item, we may arrange to send the correct item as a replacement, subject to availability and your location being within our delivery area.
• Store Credit: Instead of a monetary refund, we may offer equivalent store credit that can be applied to a future order on ranchpizza.top. Store credits do not expire and hold the same monetary value as the refund amount.
• Complimentary Item: For minor quality issues or inconveniences, we may offer a complimentary item on your next order as a gesture of goodwill.

Exchanges and replacements are subject to availability and must be requested within the timeframes specified in Section 3. Ranch Pizza reserves the right to determine whether a refund, replacement, or store credit is the most appropriate resolution.

9. Cancellation Policy

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

9.1 Standard Online Orders

Once an order has been placed through ranchpizza.top and confirmed, our kitchen team begins preparation almost immediately. As a result:

• Orders may be canceled for a full refund within 5 minutes of placement, provided preparation has not yet begun.
• After 5 minutes, cancellations will be assessed on a case-by-case basis. A full or partial refund may be issued depending on the stage of preparation.
• Once an order has been dispatched for delivery, it can no longer be canceled, and a refund will only be considered if a qualifying issue (as outlined in Section 2) is reported upon receipt.

9.2 Catering Orders

Catering orders require significant advance preparation and resource allocation. Our catering cancellation policy is:

• More than 72 hours before the event: Full refund issued.
• Between 48 and 72 hours before the event: 75% refund issued; 25% retained to cover administrative and preparation costs.
• Between 24 and 48 hours before the event: 50% refund issued.
• Less than 24 hours before the event: No refund will be issued, as ingredients and labor have already been fully committed.

9.3 Pre-Scheduled Orders

For orders that have been pre-scheduled for a future date or time, cancellations submitted more than 2 hours before the scheduled preparation time will be eligible for a full refund. Cancellations submitted within 2 hours of the scheduled time will follow the standard order cancellation terms above.

10. Dispute Resolution Process

We sincerely hope that all refund issues can be resolved quickly and amicably through our standard customer service channels. However, if you are dissatisfied with the outcome of your refund request, you have the following options:

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered was inadequate, you may request an escalation to a senior member of our customer service management team. To do so, reply to the email decision notification and include "Escalation Request" in the subject line. We will review your case again within 5 business days.

10.2 Chargeback Rights

Customers in the United States have the right to dispute a charge with their credit card issuer or bank if they believe a transaction was unauthorized or if a merchant failed to provide the goods or services paid for. This right is protected under the Fair Credit Billing Act (FCBA) for credit card users and the Electronic Fund Transfer Act (EFTA) for debit card users. We encourage you to attempt resolution with us directly before initiating a chargeback, as doing so may result in delays or complications in receiving your refund.

10.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office — particularly relevant for California residents with rights under the CCPA/CPRA.

10.4 Informal Dispute Resolution

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute informally by contacting Ranch Pizza directly at [email protected] with a written description of the dispute and your desired resolution. We agree to respond within 10 business days.

11. Changes to This Refund Policy

Ranch Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on this page at ranchpizza.top with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or services after any modifications constitutes your acceptance of the updated policy terms.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team using the details below. We are committed to responding to all inquiries promptly and professionally.