Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

This Refund Policy applies to all purchases made through our website at roundtable-cafe.rest, by phone, in-store, or through any authorized third-party delivery platform associated with Round Table Pizza. By placing an order with us, you agree to the terms and conditions set forth in this policy.

We strive to prepare every order with care and precision. However, we understand that issues can occasionally arise. If you are not completely satisfied with your order, we encourage you to contact us as soon as possible so we can make things right.

This policy is governed by applicable United States consumer protection laws, including those enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us through the following contact details:

3. Eligibility Conditions for Refunds

Refunds are available under specific circumstances. To be eligible for a refund, your situation must meet one or more of the following conditions:

3.1 Valid Refund Scenarios

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu items).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Damaged Food: The food arrived in a condition that made it unsatisfactory or unsafe to eat due to improper packaging or handling.
• Late Delivery: Your delivery order arrived significantly later than the estimated delivery time, causing the food to be cold or inedible (subject to review on a case-by-case basis).
• Duplicate Charges: Your payment method was charged more than once for a single order.
• Technical Errors: A system error on our website or platform resulted in an incorrect charge or failed order fulfillment.

3.2 General Eligibility Requirements

• The refund request must be submitted within the applicable timeframe outlined in Section 4 of this policy.
• You must provide sufficient proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• You must provide a clear description of the issue and, where applicable, photographic evidence of the problem.
• The order must have been placed directly through our official website, phone line, or in-store location.

4. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered for processing. Requests submitted outside these windows may be declined at our discretion.

Given the perishable nature of food products, we are unable to process refund requests submitted beyond these timeframes. We strongly encourage customers to inspect their order upon receipt and contact us immediately if any issues are found.

5. Non-Refundable Items and Situations

The following are not eligible for refunds under any circumstances:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared.
• Consumed Orders: Orders that have been substantially consumed are not eligible for a refund based on quality complaints (except where food safety or health concerns are involved).
• Customization Errors by Customer: If the incorrect item was ordered due to a customer error during the ordering process (e.g., selecting the wrong toppings or size), a refund may not be issued. However, we may offer a store credit or partial remedy at our discretion.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special deals may not be eligible for a full refund. Partial refunds may be considered.
• Delivery Fees and Service Charges: Delivery fees, service charges, and applicable taxes are non-refundable unless the issue was caused by our error.
• Gift Cards and Store Credits: Gift card purchases and store credit top-ups are non-refundable and non-transferable.
• Late Requests: Requests submitted beyond the applicable deadlines stated in Section 4 will not be processed.

6. How to Request a Refund – Step-by-Step

Follow these steps to submit a refund request with Round Table Pizza:

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. Round Table Pizza is not responsible for delays caused by third-party financial institutions.

8. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order.
• The order was partially consumed before the issue was reported.
• A promotional discount or coupon was applied to the original order.
• Delivery fees or service charges are not included in the refund.
• A customer error contributed partially to the issue (e.g., incorrect delivery address entered by the customer).

The amount of any partial refund will be determined on a case-by-case basis by our customer service team. We aim to be fair and reasonable in all partial refund decisions.

9. Exchange Policy

In lieu of a monetary refund, Round Table Pizza may offer to replace or re-make an order in certain eligible situations. An exchange (order replacement) may be offered when:

• An incorrect order was received and the correct item can be prepared and delivered within a reasonable timeframe.
• The food quality issue is identified quickly enough for us to prepare a fresh replacement.
• The customer prefers a replacement over a monetary refund.

To request an exchange, contact us at [email protected] as soon as possible after identifying the issue. Exchanges are subject to availability and operational capacity at the time of the request. We reserve the right to offer a refund instead of an exchange if fulfilling the replacement is not reasonably possible.

10. Cancellation Policy

We understand that plans change. However, due to the nature of food preparation, our ability to accommodate cancellations is time-sensitive.

10.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund if preparation has not yet begun. Contact us immediately at [email protected].
• After preparation has begun: Cancellations are generally not accepted once food preparation has started. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• Scheduled/Future Orders: If you placed an order scheduled for a future date or time, cancellations may be accepted up to 1 hour before the scheduled preparation time for a full refund.

10.2 In-Store Orders

In-store orders are prepared immediately upon placement and generally cannot be cancelled once submitted to our kitchen. Please review your order carefully before confirming at the counter.

10.3 Catering and Large Group Orders

For catering or large group orders (typically 10 or more people), cancellations must be made at least 48 hours in advance of the scheduled order time to receive a full refund. Cancellations made within 48 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover the cost of ingredients and preparation already undertaken.

11. Dispute Resolution Process

If you believe your refund request was unfairly denied, or if you have a dispute regarding a charge, we encourage you to follow our dispute resolution process before initiating a chargeback with your bank or credit card provider.

11.1 Internal Dispute Resolution

1. Initial Review Request: Contact us at [email protected] and request a second review of your case. Provide any additional evidence or documentation that may support your claim.
2. Escalation to Management: If you are not satisfied with the initial response, request that your case be escalated to a senior manager. We aim to resolve escalated disputes within 3–5 business days.
3. Written Resolution: All dispute resolutions will be communicated to you in writing via email, outlining the outcome and any remedies offered.

11.2 External Dispute Resolution

If you are unable to resolve a dispute through our internal process, you have the following options:

• Chargeback: You may contact your bank or credit card issuer to initiate a chargeback. Please note that initiating a chargeback without first attempting to resolve the issue with us directly may be considered a violation of our terms of service.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe your consumer rights under the FTC Act have been violated.
• State Consumer Protection Agency: Depending on your state of residence, you may also contact your state's consumer protection agency or Attorney General's office for assistance.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.

12. Chargebacks and Fraudulent Disputes

We take fraudulent chargeback claims seriously. If a chargeback is initiated for a transaction that does not meet the criteria for a legitimate dispute, we reserve the right to:

• Contest the chargeback with your financial institution by providing transaction records and evidence of order fulfillment.
• Suspend or terminate your account access to our online ordering platform.
• Pursue recovery of disputed funds through lawful means.

We always encourage customers to contact us first before initiating a chargeback. In most cases, we can resolve the issue quickly and fairly without the need for formal dispute proceedings.

13. Store Credit Option

As an alternative to a monetary refund, customers may opt to receive store credit equivalent to the refund amount. Store credit offers the following benefits:

• Processed faster than monetary refunds (typically within 1–2 business days).
• Can be used on any future order placed through our website or in-store.
• Valid for 12 months from the date of issuance.
• Non-transferable and cannot be exchanged for cash.

14. Policy Amendments

Round Table Pizza reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at roundtable-cafe.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of any changes constitutes acceptance of the revised policy.

15. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). Where applicable, state-level consumer protection laws may also apply depending on the location of the customer.

16. Contact Us

If you have any questions, concerns, or refund requests, please do not hesitate to contact our customer service team. We are here to help and are committed to resolving any issues as quickly and fairly as possible.