Refund Policy

1. Overview

At Punch pizza, customer satisfaction is our top priority. We are committed to providing exceptional food and service to every customer. This refund policy outlines the conditions and procedures for requesting refunds on our products and services.

We understand that occasionally issues may arise with orders, and we strive to resolve them quickly and fairly. This policy applies to all purchases made through our restaurant, online ordering system, delivery services, and catering orders.

2. Refund Eligibility

Refunds may be granted under the following conditions:

Timeframe Requirements

• Dine-in orders: Issues must be reported immediately during your visit
• Takeout orders: Complaints must be made within 1 hour of pickup
• Delivery orders: Issues must be reported within 30 minutes of delivery
• Catering orders: Complaints must be made within 2 hours of delivery/pickup

Valid Reasons for Refund

• Incorrect order received
• Food quality issues (cold, undercooked, overcooked)
• Missing items from your order
• Food safety concerns
• Significant delivery delays (over 60 minutes past estimated time)
• Order cancellation before preparation begins

Required Documentation

• Original receipt or order confirmation number
• Photo evidence of the issue (when applicable)
• Contact information for follow-up
• Description of the problem encountered

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Partially consumed food: Items that have been substantially consumed (more than 25%) are not eligible for full refunds
• Special dietary preferences: Refunds will not be provided if the food does not meet personal taste preferences
• Gift cards: All gift card sales are final and non-refundable
• Promotional items: Free items received through promotions or loyalty programs
• Custom orders: Specially prepared items that were made to customer specifications
• Late complaints: Issues reported outside the specified timeframes
• No-show pickups: Orders not collected within 30 minutes of scheduled pickup time
• Third-party delivery: Issues caused by third-party delivery services (address errors, delivery preferences)

4. Refund Process

To request a refund, please follow these steps:

Step 1: Initial Contact

• Contact us immediately when you discover an issue
• Call our restaurant at +1 443-940-6610
• Email us at [email protected]
• Visit our location in person if dining in

Step 2: Provide Information

• Order number or receipt
• Date and time of purchase
• Description of the issue
• Photos if applicable
• Your contact information

Step 3: Assessment

• Our team will review your request within 24 hours
• We may ask for additional information or photos
• A manager will assess the validity of the claim

Step 4: Resolution

• We will contact you with our decision
• Approved refunds will be processed promptly
• Alternative solutions may be offered if applicable

5. Refund Methods and Timeframes

Payment Method Returns

• Credit/Debit Cards: Refunds will be credited to the original payment method within 3-5 business days
• Cash Payments: Cash refunds will be provided immediately at our location
• Digital Wallets: Refunds to digital payment methods (Apple Pay, Google Pay) typically process within 1-3 business days
• Gift Cards: If payment was made with a gift card, the refund will be credited back to the same gift card

Processing Times

• Immediate: In-person cash refunds and store credit
• Same day: Digital wallet and online payment reversals
• 3-5 business days: Credit and debit card refunds
• 5-10 business days: Bank transfers and checks (if applicable)

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality food experience you expect:

Exchange Options

• Item replacement: We will remake the incorrect or unsatisfactory item at no additional charge
• Menu substitution: Choose a different item of equal or lesser value
• Store credit: Receive credit for future purchases if immediate replacement is not possible
• Upgrade options: We may offer an upgraded item or additional items to resolve the issue

Benefits of Exchanges

• Faster resolution than refund processing
• You still get to enjoy our food
• No waiting for payment processing
• Opportunity to try different menu items

7. Damaged or Defective Items

We take special care with orders involving damaged, contaminated, or defective food items:

Immediate Action Required

• Do not consume the item if you suspect contamination
• Take photos of the issue before discarding
• Contact us immediately at +1 443-940-6610
• Preserve the item for inspection if safe to do so

Our Response

• Immediate refund: Full refund processed within 24 hours
• Investigation: We will investigate the cause to prevent future issues
• Additional compensation: Store credit or meal vouchers may be provided
• Follow-up: We will contact you to ensure your satisfaction

Health and Safety Priority

Your health and safety are our primary concerns. If you experience any adverse effects from our food, please seek medical attention if necessary and contact us immediately. We will cover any reasonable medical expenses related to proven food safety issues.

8. Additional Terms

Policy Updates: This refund policy may be updated periodically. Changes will be posted on our website and take effect immediately.

Discretionary Authority: Management reserves the right to make exceptions to this policy in extraordinary circumstances to ensure customer satisfaction.

Legal Compliance: This policy complies with applicable consumer protection laws in Maryland and the United States.

Record Keeping: All refund requests and resolutions are documented for quality improvement and training purposes.