Refund Policy

At Round Table Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and this Refund Policy explains your rights and our procedures when a refund, exchange, or cancellation is necessary. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all orders placed through our website (roundtable-eat.click), our phone ordering system, and any affiliated digital platforms operated by Round Table Pizza. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this policy.

We strive to resolve all refund and complaint requests fairly and promptly. Our goal is your complete satisfaction, and we will work with you to find an appropriate resolution for any valid concern.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Wrong Order Delivered: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, incorrect crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Significant Delay: Your order was delayed by more than 45 minutes beyond the estimated delivery time provided at checkout, and you no longer wish to receive the order.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical or processing error.
• Order Not Received: Your delivery order was never received, and tracking or confirmation shows it was not delivered.
• Allergic Reactions or Dietary Violations: An order was prepared with an ingredient that you explicitly excluded due to a documented allergy or dietary restriction noted at the time of ordering.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the timeframes outlined below:

Refund requests submitted outside these timeframes may not be honored. We encourage customers to review their orders immediately upon receipt and report any discrepancies as soon as possible.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund, including but not limited to:

• Orders where the customer simply changed their mind after preparation has begun.
• Customized or specially prepared items that were made exactly as requested.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item itself was defective or incorrect.
• Delivery fees, service fees, and tips paid to delivery drivers.
• Orders where the customer provided an incorrect delivery address.
• Partially consumed food items, unless a legitimate quality issue is identified with the uneaten portion.
• Gift cards and promotional credits.
• Orders affected by circumstances outside of our control, including natural disasters, severe weather, or infrastructure failures.
• Requests made after the applicable refund window has closed.

5. How to Request a Refund

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

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation email
• The date and time of your order
• A clear description of the issue
• Photographic evidence (if applicable, especially for food quality or wrong order claims)

Step 2: Contact Our Customer Support Team

Reach out to us through one of the following channels:

• Email: [email protected]
• Website: roundtable-eat.click

Step 3: Submit Your Claim

Provide all relevant details and attach any supporting documentation, such as photos of the incorrect or substandard food. The more detail you provide, the faster we can resolve your request.

Step 4: Await Review

Our customer support team will review your claim within 1 to 3 business days. We may contact you for additional information during this period.

Step 5: Receive Your Decision

Once your claim has been reviewed, we will notify you of the outcome via the contact information you provided. If your refund is approved, it will be processed according to the payment method used at the time of purchase.

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 the payment method used:

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

7. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or missing, while the rest of the order was fulfilled correctly.
• A food quality issue affected only part of the order.
• A discount or promotional code was applied that reduces the refundable amount.
• The customer consumed a portion of the food before identifying the issue.
• The issue is deemed to be a minor inconvenience rather than a significant service failure.

The amount of a partial refund will be determined based on the value of the affected items and the nature of the complaint. Our customer support team will communicate the refund amount clearly before processing.

8. Exchange Policy

In many cases, we prefer to resolve issues by offering a replacement or exchange rather than a monetary refund. Exchanges are available under the following conditions:

• The wrong item was delivered and the correct item can be prepared and delivered within a reasonable time frame.
• A food quality issue is identified and reported within the applicable time window.
• The customer prefers a replacement over a refund.

To request an exchange, please contact us immediately using the contact information provided in this policy. Our team will arrange for a replacement order to be prepared and delivered or made available for pickup at no additional charge. Please note that exchanges are subject to product availability and operating hours.

Round Table Pizza reserves the right to offer store credit in lieu of a direct exchange if a replacement cannot be fulfilled within a reasonable timeframe.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation phase.
• Cancellation after preparation has begun: No refund will be issued for the cost of the food. If a delivery fee was charged and the delivery has not been dispatched, the delivery fee may be refunded.
• Cancellation after dispatch: No refund will be issued once the order has been dispatched for delivery.

Catering and Large Group Orders

For catering orders or large group orders placed in advance, the following cancellation terms apply:

• More than 48 hours before scheduled delivery/pickup: Full refund issued.
• 24 to 48 hours before scheduled delivery/pickup: 50% refund issued; the remaining 50% will be retained to cover preparation costs.
• Less than 24 hours before scheduled delivery/pickup: No refund will be issued.

10. Dispute Resolution Process

Round Table Pizza is committed to resolving all customer disputes fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter using the following process:

Step 1: Internal Escalation

Request that your complaint be escalated to a senior customer support representative or store manager. Provide your original case number and any additional documentation that may support your claim. We aim to resolve escalated disputes within 5 business days.

Step 2: Written Formal Complaint

If your concern remains unresolved after internal escalation, you may submit a formal written complaint via email to [email protected] with the subject line: "Formal Dispute - [Your Order Number]". Our management team will review the complaint and respond within 10 business days.

Step 3: Consumer Protection Resources

As a consumer in the United States, you have the right to file a complaint with applicable regulatory bodies if your dispute remains unresolved. These include:

• Federal Trade Commission (FTC): www.ftc.gov — for issues related to unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing-related disputes.
• Your State Attorney General's Office — for consumer protection issues specific to your state.
• Better Business Bureau (BBB): www.bbb.org — for filing business complaints and seeking mediation.

Step 4: Chargeback via Your Financial Institution

If you believe you have been wrongfully charged and we have been unable to resolve the issue to your satisfaction, you retain the right to initiate a chargeback through your credit card company or bank in accordance with applicable payment network rules and the FTC Act. We encourage you to attempt resolution with us first before initiating a chargeback.

11. Consumer Rights Under Applicable Law

Round Table Pizza operates in full compliance with applicable United States federal and state consumer protection laws, including:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Round Table Pizza does not engage in deceptive refund practices.
• The California Consumer Privacy Act (CCPA/CPRA) (if applicable to your location): Governs how your personal information is handled in connection with refund processing.
• State-specific consumer protection statutes: Depending on your state of residence, additional consumer rights may apply. Please consult your state's consumer protection office for more information.

Nothing in this Refund Policy limits or waives any statutory rights you may have as a consumer under applicable law.

12. Fraud Prevention

Round Table Pizza takes refund fraud seriously. We monitor all refund requests for patterns of abuse. Customers who are found to be submitting fraudulent or repeated bad-faith refund claims may be subject to account suspension and may be prohibited from placing future orders. We reserve the right to deny refund requests that we reasonably believe are fraudulent or made in bad faith.

13. 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 immediately upon posting to our website at roundtable-eat.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage you to review this policy periodically to stay informed of your rights and our procedures.

14. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please do not hesitate to contact our customer support team using the information below: