Refund Policy
Our comprehensive refund policy ensures customer satisfaction while maintaining fair business practices for all orders and services.
Customer Satisfaction Overview
Effective Date: January 1, 2026
Last Updated: January 1, 2026
At Punch pizza, customer satisfaction is our primary commitment. We understand that exceptional food and service are fundamental to your dining experience. This refund policy outlines our procedures for addressing any concerns with your orders, ensuring transparency and fairness in all transactions.
Our refund policy applies to all food orders, delivery services, catering packages, and special event bookings. We maintain strict quality control standards and work diligently to resolve any issues promptly and professionally.
We reserve the right to modify this refund policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after policy changes constitutes acceptance of the revised terms.
Refund Eligibility Requirements
Time Limitations
- Dine-in orders: Report issues immediately during your visit
- Takeout orders: Contact us within 30 minutes of pickup
- Delivery orders: Report problems within 45 minutes of delivery
- Catering services: Notify us within 2 hours of scheduled delivery
- Event bookings: Cancellation requests must be made 48 hours in advance
Required Documentation
- Original receipt or order confirmation number
- Photographic evidence of defective or incorrect items
- Valid contact information for follow-up communication
- Detailed description of the specific issue encountered
- Payment method information for refund processing
Qualifying Conditions
Refunds are available when orders meet the following criteria:
- Food items are significantly different from menu description
- Items are undercooked, overcooked, or spoiled upon delivery
- Incorrect items were delivered or prepared
- Missing items from complete order
- Delivery delays exceeding 90 minutes without prior notification
Non-Refundable Items and Services
The following items and circumstances are not eligible for refunds under our standard policy:
Personal Preference
- Dislike of taste or flavor preferences
- Portion size expectations
- Temperature preferences (unless significantly incorrect)
- Spice level tolerance issues
Consumed Items
- Items consumed more than 50% before complaint
- Completed meals reported hours later
- Items shared among multiple people
- Beverages consumed entirely
External Factors
- Delivery delays due to weather conditions
- Incorrect delivery addresses provided
- Special dietary restrictions not specified
- Third-party delivery service issues
Gift Card Policy: Gift cards are non-refundable but may be transferred to another recipient.
Promotional Items: Items received as part of promotional offers or discounts may have limited refund eligibility.
Step-by-Step Refund Process
Follow these detailed steps to request a refund for your order:
Initial Contact
Contact our customer service team immediately via phone at +1 202-789-1234 or email at [email protected]. Provide your order number, contact information, and detailed description of the issue.
Documentation Submission
Submit required documentation including receipt, photographs of problematic items, and any relevant details. Our team will review your submission within 2 hours during business hours.
Review and Assessment
Our management team will assess your refund request based on our policy guidelines. We may request additional information or schedule a brief phone consultation to better understand the issue.
Resolution Notification
You will receive notification of our decision via email or phone within 4-6 hours. If approved, we will provide details about refund processing time and method.
Refund Processing
Approved refunds will be processed to your original payment method. Processing times vary by payment type but typically complete within 3-7 business days.
Refund Methods and Processing Times
Payment Method Processing
All refunds are processed to the original payment method used for the purchase. We cannot issue refunds to alternative payment methods or accounts.
| Payment Method | Processing Time | Additional Notes |
|---|---|---|
| Credit Cards | 3-5 business days | May take additional time to appear on statement |
| Debit Cards | 3-7 business days | Processing time varies by bank |
| Cash Payments | Immediate | Available for pickup at restaurant location |
| Digital Wallets | 1-3 business days | PayPal, Apple Pay, Google Pay |
| Gift Cards | Immediate | Credited back to original gift card |
Important Processing Notes
- Refund processing begins after approval
- Weekend and holidays may delay processing
- International payments may require additional time
- Partial refunds are available for multi-item orders
- Service fees and delivery charges are included in eligible refunds
Exchange Policy and Alternatives
When Exchanges Are Preferred
In many cases, exchanges provide faster resolution than refunds. We offer exchanges for:
- Incorrect menu items delivered
- Temperature issues with hot or cold items
- Missing components from combo meals
- Size discrepancies (small vs. large orders)
- Dietary restriction accommodations
Exchange Process
Our exchange process is designed for immediate resolution:
- Contact us immediately upon discovering the issue
- Keep original items until replacement arrives
- No additional charges for equivalent item exchanges
- Priority preparation for replacement orders
- Complimentary delivery for exchange orders
Store Credit Alternative
As an alternative to refunds, we offer store credit with the following benefits:
- 110% value of original purchase amount
- No expiration date on store credit
- Transferable to friends and family
- Applicable to all menu items and services
- Can be combined with promotional offers
Damaged or Defective Items Policy
We maintain zero tolerance for damaged, defective, or compromised food items. Special expedited procedures apply to ensure immediate resolution and customer safety.
Immediate Action Required
If you receive damaged or potentially unsafe food items:
- Do not consume the item - Stop eating immediately if you notice any issues
- Photograph the item - Take clear photos showing the damage or defect
- Contact us immediately - Call +1 202-789-1234 for priority handling
- Preserve the item - Keep the item for potential inspection if requested
- Seek medical attention - If you feel unwell after consumption
Health and Safety Incidents
For food safety concerns, we provide:
- Immediate full refund without questions
- Replacement meal at no charge
- Investigation into kitchen procedures
- Follow-up communication regarding resolution
- Cooperation with health department if required
Emergency Contact
For urgent food safety issues:
Phone: +1 202-789-1234
Manager Direct: Available 24/7
Email: [email protected]
Customer Support Contact Information
Our dedicated customer service team is available to assist with refund requests, questions about this policy, and resolution of any dining concerns.
Contact Methods
- Phone: +1 202-789-1234
- Email: [email protected]
- Address: 1201 24th St NW, Washington, DC 20037, USA
- Online Form: Available on our contact page
Operating Hours
- Monday - Friday: 9:00 AM - 10:00 PM
- Saturday - Sunday: 10:00 AM - 11:00 PM
- Emergency Line: Available 24/7 for food safety issues
- Response Time: Within 2 hours during business hours
Required Information for Refund Requests
To expedite your refund request, please have the following information ready:
- Order confirmation number or receipt
- Date and time of order/delivery
- Contact phone number and email address
- Detailed description of the issue
- Photos of problematic items (if applicable)
- Preferred resolution (refund, exchange, store credit)