Refund Policy

Last Updated: May 22, 2026

1. Overview

This Refund Policy applies to all food orders, catering services, and any purchases made through our website at roundtable-pizza.rest, in-store locations, telephone orders, or third-party delivery platforms associated with Round Table Pizza. By placing an order with us, you agree to the terms outlined in this policy.

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website with the updated effective date. We encourage you to review this policy periodically.

2. Eligibility Conditions for Refunds

We want every meal to meet your expectations. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, contaminated, or otherwise not fit for consumption.
• Allergen Concerns: You were served ingredients that were not disclosed and that pose an allergen risk you specifically requested be avoided.
• Late Delivery: Your order arrived significantly later than the estimated delivery time quoted at the time of purchase, rendering the food unsatisfactory.
• Damaged Packaging: Your order arrived with packaging so severely damaged that the food quality was compromised.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

Refund eligibility is assessed on a case-by-case basis. Round Table Pizza reserves the right to request supporting evidence, such as photographs of the food or packaging, before approving a refund.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage you to inspect your order immediately upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund. These include, but are not limited to:

• Orders that have been fully consumed or nearly fully consumed before a complaint is made.
• Customized orders where the specifications you provided were followed correctly by our kitchen team.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.
• Promotional or complimentary items provided as part of a special offer or loyalty reward.
• Orders that were left unattended after delivery confirmation and subsequently became unsafe to consume.
• Delays caused by circumstances beyond our control, including severe weather, traffic incidents, or third-party delivery platform issues.
• Gift cards and e-gift vouchers once purchased.
• Delivery fees, unless the order was never delivered or a refund is approved at our discretion for exceptional circumstances.
• Convenience fees or service charges applied by third-party platforms.

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

Requesting a refund from Round Table Pizza is simple. Please follow these steps to ensure your request is processed promptly:

1. Step 1 — Document the Issue: Take clear photographs or videos of the item(s) in question. This may include photos of the food, packaging, or receipt. Documentation significantly speeds up the review process.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the payment method used. This information is available in your confirmation email or account order history.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: roundtable-pizza.rest — visit our Contact Us page
4. Step 4 — Provide Required Details: In your message or call, include your full name, order number, description of the issue, the resolution you are requesting (refund, replacement, or store credit), and any attached documentation.
5. Step 5 — Await Review: Our customer service team will review your request and may follow up with additional questions. You will typically receive an initial response within 1–2 business days.
6. Step 6 — Receive Decision: Once reviewed, you will be notified of the outcome via email or phone. If your refund is approved, the process will be initiated according to your payment method (see 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 varies depending on your payment method:

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds are considered under the following conditions:

• Only some items in your order were affected by quality issues, and the remaining items were satisfactory.
• The order was partially consumed before the quality issue was identified.
• A discount, coupon, or promotional offer was applied to the order, limiting the refundable amount.
• The complaint relates to a minor issue that does not warrant a full refund, such as a slightly incorrect topping quantity rather than a completely wrong order.
• A delivery fee or service charge is disputed but the food itself was acceptable.

The amount of a partial refund will be determined by our customer service team based on the nature and extent of the issue. We will always communicate the reasoning behind any partial refund decision.

8. Exchange Policy

Where possible, we prefer to resolve food quality issues by offering a replacement rather than a monetary refund. This allows us to make the situation right as quickly as possible.

8.1 Replacement Orders

If your order was incorrect or of unsatisfactory quality, we may offer to remake and deliver or make available for pickup a replacement order at no additional charge. Replacement orders are subject to the following conditions:

• The replacement request must be submitted within 2 hours of receiving the original order.
• Round Table Pizza reserves the right to determine whether a replacement or refund is the more appropriate resolution.
• Replacements are typically offered for in-store and direct online orders. For orders placed through third-party platforms, the exchange policy of that platform may apply.

8.2 Store Credit

As an alternative to a monetary refund, we may offer store credit (in the form of a credit code or account credit) that can be applied to a future order. Store credit:

• Does not expire for a period of 12 months from the date of issuance.
• Cannot be exchanged for cash.
• Cannot be transferred to another customer account.
• Is applied automatically at checkout when you are logged into your account.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy to understand your options when you need to cancel an order.

9.1 Standard Orders (Delivery and Pickup)

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• After Preparation Has Begun: Once food preparation has started, we may not be able to cancel your order. In such cases, you may be offered a store credit rather than a monetary refund.
• After Dispatch for Delivery: If your order has already been dispatched to a delivery driver, cancellation is not possible and no refund will be issued for the food. Any billing errors identified at this stage should be reported separately.

To cancel an order, please contact us immediately by phone or email with your order number. The sooner you contact us, the greater the likelihood that your cancellation can be accommodated.

9.2 Catering Orders

Catering orders require advance planning and resource allocation. Our catering cancellation policy is as follows:

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or Postmates, please be aware that:

• Refund and cancellation requests for such orders are governed primarily by the platform's own policies.
• You should initiate any refund request directly through the platform's app or website.
• Round Table Pizza cooperates fully with third-party platforms to resolve customer disputes but cannot override a platform's decision or process refunds directly to a payment method on file with a third party.
• For food quality or safety concerns originating from our kitchen, please also notify us at [email protected] so we can address the issue internally.

11. 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:

11.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request that your case be escalated to a senior customer service manager. To do so:

1. Reply to your existing refund case email or contact us at [email protected] and include the words "Escalation Request" in the subject line.
2. Provide your original case or order number and explain why you believe the initial decision was incorrect.
3. A senior manager will review your case and respond within 3–5 business days.

11.2 Chargeback and Payment Disputes

You have the right to file a dispute or chargeback with your bank or credit card issuer if you believe an unauthorized or erroneous charge was made. However, we ask that you contact us first, as we are typically able to resolve issues more quickly than the formal chargeback process, which can take 30–90 days.

Under the Fair Credit Billing Act (FCBA) and guidelines from the Federal Trade Commission (FTC), consumers have certain protections regarding billing disputes. We respect these rights and will cooperate fully with any investigation initiated by your financial institution.

11.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-level consumer protection enforcement
• Better Business Bureau (BBB): www.bbb.org

11.4 Informal Resolution

Before pursuing any formal legal or regulatory action, both parties agree to attempt to resolve any dispute informally by contacting Round Table Pizza directly. We are committed to finding fair and reasonable solutions for all customers.

12. Food Safety and Health Concerns

If you believe that a food item caused illness or posed a serious health risk, please:

1. Seek medical attention immediately if required.
2. Preserve any remaining food in its original container, if possible, for potential inspection.
3. Contact us immediately at [email protected] and provide full details.
4. Consider reporting the issue to your local health department or the FDA's MedWatch program at www.fda.gov/safety/medwatch if appropriate.

Round Table Pizza takes all food safety concerns with the utmost seriousness. We will conduct an internal investigation and cooperate fully with any regulatory inquiry.

13. Applicable Law

This Refund Policy is governed by the laws of the United States. Consumer protection provisions under the Federal Trade Commission Act (FTC Act), the Fair Credit Billing Act (FCBA), and applicable state consumer protection statutes apply to all transactions. If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).

14. Amendments to This Policy

Round Table Pizza reserves the right to modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. The date at the top of this page indicates when the policy was last revised. We encourage customers to review this policy before placing orders.

15. Contact Information

For all refund requests, cancellations, or questions regarding this policy, please contact our customer service team: