Refund Policy

Effective Date: June 13, 2026 | Last Updated: June 13, 2026

1. Our Commitment to Customer Satisfaction

Round Table Pizza is committed to providing high-quality food and exceptional customer service. We understand that issues can occasionally arise with orders, and we strive to address all concerns promptly and fairly. This policy has been crafted in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state consumer protection regulations.

If you are not satisfied with your order for any valid reason, we encourage you to contact us as soon as possible so that we can work toward a satisfactory resolution.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that was different from 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.
• Food Quality Issues: The food received was undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Food Safety Concerns: You have a legitimate concern that the food received posed a health or safety risk (e.g., foreign objects found in food, allergic ingredients not disclosed).
• Order Not Delivered: A delivery order was confirmed but never received, and the delivery provider confirms a non-delivery event.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Significant Delay: Your delivery arrived significantly later than the estimated delivery time (generally more than 45 minutes beyond the quoted time), resulting in food that is no longer fit for consumption.

To be eligible for a refund, you must meet the following general requirements:

• You must contact us within the applicable timeframe described in Section 3 below.
• You must provide proof of purchase, such as your order confirmation number, receipt, or transaction ID.
• You must provide a clear description of the issue and, where applicable, photographic evidence of the problem.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes from the time of purchase or delivery:

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order that was prepared correctly as requested.
• Customization Errors by Customer: If an incorrect order resulted from a mistake made by the customer during the ordering process (e.g., selecting the wrong size or topping online), a refund is not guaranteed, though we may offer a courtesy remedy at our discretion.
• Partially Consumed Items: If more than a reasonable portion of the food has been consumed before a complaint is raised, a full refund may not be issued. Partial refunds may apply at our discretion.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies and are not controlled by Round Table Pizza.
• Promotional or Discounted Items: Items purchased using promotional codes or deeply discounted offers may have limited or no refund eligibility unless there is a verifiable quality or safety issue.
• Gift Cards: Gift card purchases are non-refundable and cannot be exchanged for cash, except as required by applicable law.
• Digital Coupons or Loyalty Points: Redeemed loyalty points or digital coupons cannot be refunded or re-credited except in cases of verified technical errors.

5. How to Request a Refund (Step-by-Step)

To request a refund, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following information ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue you experienced
   • Photographs or evidence of the problem (if applicable)
   • Your preferred method of refund (original payment method, store credit, etc.)
2. Step 2 – Contact Us: Reach out to our customer service team using one of the methods below:
   • Email: [email protected]
   • Website: roundtable-eat.rest
   • You may also visit your nearest Round Table Pizza location in person and speak with a manager.
3. Step 3 – Submit Your Request: Provide all required details, including your order number, a description of the problem, and any supporting documentation or photos. The more detail you provide, the faster we can process your request.
4. Step 4 – Review and Assessment: Our customer service team will review your request and may follow up with additional questions. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, you will be notified of the outcome. Approved refunds will be processed according to the timelines described in 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 depends on your original payment method:

Please note that while we process refunds promptly on our end, additional delays may occur depending on your financial institution's processing times. Round Table Pizza is not responsible for delays caused by banks, card networks, or third-party payment processors.

7. Partial Refunds

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

• Only some items in your order were incorrect or missing, while others were satisfactory.
• The food quality concern affects only a portion of the order.
• A significant portion of the food was consumed before the complaint was made.
• The customer partially contributed to the issue (e.g., delayed pickup causing food to cool).
• A catering order is partially cancelled within the allowed cancellation window.

The amount of a partial refund will be determined at the discretion of our customer service team based on the specific circumstances of the case. We are committed to ensuring that any partial refund offered reflects a fair and reasonable resolution.

8. Exchange Policy

In many cases where a food item does not meet your expectations due to an error on our part, we may offer a replacement item rather than a monetary refund, particularly for in-store and pickup orders. Our exchange policy works as follows:

• In-Store / Pickup Orders: If your order was prepared incorrectly or you received the wrong item, please return the incorrect item (or what remains of it) to the store. Our team will prepare a replacement order at no additional charge, subject to manager approval.
• Delivery Orders: For delivery orders, we may offer to send a replacement item with your next order, issue store credit, or process a monetary refund, depending on the circumstances and location logistics.
• Catering Orders: Exchanges for catering orders may be arranged on a case-by-case basis and will be handled by our catering team directly.

Exchanges are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy. We reserve the right to decline an exchange request if the issue does not meet our eligibility criteria or if the request is made outside the applicable timeframe.

9. Cancellation Policy

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

9.1 Standard Online and Phone Orders

• Before Preparation Begins: If you wish to cancel an order before it has entered the preparation stage, please contact us immediately. If the order has not yet been started, we will cancel it and issue a full refund.
• After Preparation Has Begun: Once your order has entered preparation, cancellations may not be accepted, and a refund may not be issued. In some cases, store credit may be offered at the manager's discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Catering and Large Event Orders

• More than 48 hours before the event: Full refund will be issued.
• Between 24 and 48 hours before the event: A partial refund of up to 50% of the total order value may be issued, as preparation and ingredient sourcing may have already commenced.
• Less than 24 hours before the event: No refund will be issued. However, store credit equal to 25% of the order value may be offered at our discretion.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request, or if you believe your concern has not been adequately addressed, you may initiate a formal dispute through the following process:

1. Step 1 – Internal Escalation: Contact our customer service team and request that your case be escalated to a senior manager or the customer relations department. Please reference your original refund request number. We will review your case and respond within 3–5 business days.
2. Step 2 – Written Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to our management team at [email protected] with the subject line "Formal Refund Dispute." Include all relevant documentation, communications, and your desired resolution.
3. Step 3 – Chargeback (Payment Disputes): If you believe you have been wrongfully charged and internal resolution has not been successful, you have the right to file a chargeback or dispute with your bank or credit card issuer. We comply with all applicable chargeback processes governed by the card networks and applicable US federal and state law.
4. Step 4 – Consumer Protection Authorities: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.
5. Step 5 – Mediation/Arbitration: For disputes involving catering contracts or transactions above $500, we may propose non-binding mediation as a cost-effective resolution. Details will be discussed on a case-by-case basis.

11. Modifications to This Policy

Round Table Pizza reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at roundtable-eat.rest and will take effect immediately upon publication. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state law. Consumer rights outlined in this policy are in addition to, and do not limit, any rights you may have under federal or state law, including but not limited to the FTC Act and applicable state consumer protection statutes. Nothing in this policy is intended to waive any statutory consumer rights.

13. Contact Information

For all refund-related inquiries, cancellations, disputes, or questions about this policy, please contact us using the information below. Our customer service team is available to assist you Monday through Sunday.