Refund Policy

At Round Table Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we want to make sure that any concerns are handled fairly and efficiently. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed. By placing an order through our website at roundtable-newpizza.click or at any of our locations, you agree to the terms set forth below.

1. Our Commitment to Customer Satisfaction

Round Table Pizza takes great pride in the quality of every pizza, side dish, beverage, and menu item we prepare. If for any reason your order does not meet your expectations, we encourage you to reach out to us promptly. Our team will review your concern and work toward a resolution that is fair, reasonable, and consistent with this policy.

This policy applies to all orders placed online, by phone, or in person at our establishment. Please read the following sections carefully to understand your rights and our procedures regarding refunds.

2. Eligibility Conditions for Refunds

A refund request may be considered valid under the following circumstances:

• Incorrect Order: You received an item or order that is significantly different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Food Quality Issue: The food item was undercooked, overcooked, or otherwise not prepared to a safe or acceptable standard.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Allergic Reaction Risk: An allergen was present in a dish despite a clearly noted allergy request at the time of ordering. (Please note: We always recommend informing our staff of serious allergies; cross-contamination cannot always be entirely prevented.)
• Delivery Not Received: Your delivery order was confirmed as dispatched but never arrived within a reasonable timeframe.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Technical Error: An error on our website or ordering platform resulted in an unintended or incorrect order or charge.

Refund eligibility is determined on a case-by-case basis. We reserve the right to request supporting documentation, such as photos of the food item or screenshots of the order confirmation, in order to process your request.

3. Timeframes for Refund Requests

To ensure a prompt and effective resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders that have been consumed in full or substantially consumed before a complaint is made.
• Customized or special-order items that were prepared exactly as requested by the customer.
• Dissatisfaction based solely on personal taste preferences, where the item was correctly prepared as ordered.
• Delivery fees and service charges, unless the non-delivery was caused by our error.
• Promotional or discounted items purchased under limited-time offers, unless they are found to be defective or incorrect.
• Gift cards or promotional credits.
• Orders affected by customer-provided incorrect delivery addresses or unavailability at the delivery location.
• Delays caused by circumstances beyond our control, including but not limited to severe weather, traffic conditions, or third-party delivery service issues.

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

To request a refund, please follow the steps outlined below:

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photos or screenshots if applicable (strongly recommended for food quality or incorrect item claims)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: roundtable-newpizza.click
3. Provide Details: In your message, clearly describe the problem. Include your order number, the specific item(s) in question, and any relevant photos or documentation.
4. Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may ask follow-up questions if additional information is needed.
5. Receive a Decision: Once we have reviewed your case, we will notify you of our decision via email. If your refund is approved, we will initiate the refund process immediately.

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 note that while we initiate refunds promptly upon approval, actual processing times are subject to your bank or payment provider's policies and may vary. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was acceptable.
• A food item was partially consumed before the issue was identified.
• The issue only affected a specific component of a combo meal or bundle order.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid for the affected item(s).

The amount of a partial refund will be determined by our customer service team based on the specifics of the situation. We strive to be fair and transparent in all partial refund decisions.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace or exchange the item in question. Our exchange policy works as follows:

• Wrong Item Received: If you received the wrong pizza, side, or beverage, we will prepare and deliver or make available the correct item at no additional charge, subject to availability and operating hours.
• Quality Issue: If your food did not meet our quality standards, we will offer to remake the item or provide a comparable replacement.
• Customer Preference: If you simply prefer a different item after receiving your order (change of mind), we may, at our discretion, offer an exchange at the difference in price if applicable. This is not guaranteed.

Exchanges are subject to availability and must be requested within the applicable timeframes listed in Section 3. We reserve the right to offer a store credit instead of an exchange if fulfilling the replacement is not feasible at the time of the request.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for orders placed with Round Table Pizza:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund if cancelled within 5 minutes of placing the order, provided that the kitchen has not yet begun preparing your food.
• If your order has already entered the preparation stage, cancellation may not be possible. In such cases, we will review the situation and may offer a partial refund or store credit at our discretion.

9.2 Scheduled and Pre-Orders

• If you placed a scheduled or advance order, you may cancel it at least 30 minutes prior to the scheduled preparation time for a full refund.
• Cancellations made less than 30 minutes before the scheduled preparation time may be subject to a cancellation fee or may only qualify for store credit.

9.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled service time for a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund.
• Cancellations made fewer than 24 hours before the scheduled time are non-refundable.

To cancel an order, please contact us immediately via email at [email protected] or through our website at roundtable-newpizza.click.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for escalation and dispute resolution:

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service team. To do this, simply reply to the email correspondence regarding your original refund request and indicate that you would like to escalate your concern. We will respond within 3 business days with a final determination from our management team.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable consumer protection laws, including protections afforded by the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). If you believe you have been charged in error and we have not resolved your issue satisfactorily, you may contact your financial institution to initiate a chargeback. Please note that initiating a chargeback without first attempting resolution through our process may delay or complicate your case.

10.3 Consumer Protection Agencies

If your dispute remains unresolved, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs
• Your local Better Business Bureau (BBB)

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes that cannot be resolved informally shall be subject to the jurisdiction of the courts located in the applicable jurisdiction.

11. Special Circumstances

We recognize that some situations fall outside the typical scope of this policy. In cases of extraordinary circumstances — such as food safety concerns, health-related incidents, or significant service failures — we encourage you to contact us directly. We are committed to addressing serious concerns with the highest priority and care.

For food safety concerns that require immediate attention, please contact your local health department in addition to reaching out to us. In the United States, food safety complaints may also be reported to the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Changes to This Refund Policy

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at roundtable-newpizza.click. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or concerns, please do not hesitate to contact us using the information below. Our customer service team is dedicated to helping you and will respond as promptly as possible during regular business hours.