Refund Policy

Effective Date: April 4, 2026 | Last Updated: April 4, 2026

1. Introduction

At Seasons Pizza, we are deeply committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that situations arise where a refund or replacement may be necessary, and we want to make that process as straightforward and fair as possible.

This Refund Policy governs all purchases made through our website pizza-seasons.click, by phone, or through any authorized third-party delivery platforms associated with Seasons Pizza. This policy has been established in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, and applicable state consumer protection statutes.

Our goal is simple: if something goes wrong with your order, we will do our best to make it right.

2. Eligibility Conditions for Refunds

Seasons Pizza will consider refund requests under the following circumstances:

• 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 not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in a condition that was significantly below our quality standards, including being undercooked, burnt, spoiled, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order arrived more than 60 minutes beyond the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Allergic Reactions Due to Incorrect Ingredients: If you specified an allergy or dietary restriction and the order was prepared incorrectly, resulting in the inclusion of a restricted ingredient, you may be eligible for a full refund.
• Order Not Received: Your delivery was marked as delivered, but you did not receive your order.

To be eligible for a refund, claims must meet the criteria above and must be submitted within the timeframes outlined in Section 3 of this policy. Seasons Pizza reserves the right to request supporting documentation, including photographs, to assess your claim.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and report any concerns promptly.

4. Non-Refundable Items and Situations

While we strive to accommodate all legitimate refund requests, the following circumstances are generally not eligible for a refund:

• Orders that have been consumed in full or substantially, with a complaint submitted after consumption.
• Dissatisfaction based purely on personal taste preferences, provided the order was prepared correctly as specified.
• Requests for refunds due to change of mind after an order has been prepared or is in transit.
• Incorrect delivery address provided by the customer at the time of ordering.
• Orders delayed due to circumstances beyond our control, such as severe weather, traffic accidents, or other force majeure events.
• Promotional, discounted, or complimentary items received as part of a special offer or coupon promotion.
• Delivery fees, service charges, or platform fees are non-refundable unless the order itself qualifies for a full refund.
• Requests submitted beyond the applicable reporting deadline as outlined in Section 3.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' individual refund and dispute policies.

5. How to Request a Refund – Step-by-Step Guide

We have made the refund request process as simple and efficient as possible. Please follow these steps:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Order number (found in your confirmation email or receipt)
   • Date and time of the order
   • Description of the issue
   • Photographs of the issue (if applicable — e.g., incorrect item, food quality concern)
2. Contact Us: Reach our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizza-seasons.click (via the Contact Us page)
3. Submit Your Claim: In your message or call, clearly explain the nature of your issue, provide your order details, and attach any supporting photos if relevant.
4. Review and Assessment: Our team will review your claim within 1–2 business days. We may follow up with additional questions or request further documentation.
5. Resolution Notification: Once a decision has been made, we will notify you via email or phone. If your refund is approved, the processing will begin immediately.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the following estimated processing times:

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. Seasons Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in good condition.
• The customer consumed part of the order before identifying an issue.
• The order issue was minor and did not affect the entirety of the meal (e.g., one topping out of several was missing).
• A promotional discount was applied to the order, in which case the refund will reflect the actual amount paid for the affected item(s).

The amount of a partial refund will be calculated based on the proportional value of the affected items within the total order. Our customer service team will communicate the partial refund amount to you before processing.

8. Exchange and Replacement Policy

In many cases, Seasons Pizza may offer a replacement or exchange as an alternative to a monetary refund. This option is available under the following conditions:

• The order was incorrect and the correct item(s) can be remade and delivered or made available for pickup within a reasonable timeframe.
• An item was missing from your order and can be delivered promptly without significant inconvenience to the customer.
• The customer prefers a replacement over a refund.

Replacements are subject to availability and operational hours. If a replacement is not feasible due to distance, time of day, or other logistical constraints, a full or partial monetary refund will be offered instead. Seasons Pizza will always prioritize the option that best resolves the situation for the customer.

Note: Exchanges and replacements are limited to one instance per order. Repeated claims on the same order may require additional review.

9. Cancellation Policy

Due to the nature of freshly prepared food, our cancellation window is limited. Please review the following cancellation guidelines:

9.1 Orders Placed Online or by Phone

• Cancellation within 5 minutes of placing the order: Full refund may be issued if the order has not yet entered the preparation stage.
• Cancellation after 5 minutes: Once food preparation has begun, cancellations are generally not accepted, and refunds will not be issued for change-of-mind cancellations.
• Scheduled/Pre-Orders: Pre-orders may be cancelled up to 1 hour before the scheduled delivery or pickup time for a full refund. Cancellations within 1 hour of the scheduled time may result in a partial refund or no refund, depending on the preparation status.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance for a full refund.
• Cancellations made between 24–48 hours in advance may be subject to a 25% cancellation fee.
• Cancellations made less than 24 hours before the scheduled event will not be eligible for a refund, as significant preparation and resource allocation will have already occurred.

To cancel an order, please contact us immediately by email at [email protected] or call us directly. Cancellation requests must be confirmed by our team to be considered valid.

10. Third-Party Platform Orders

If your order was placed through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or others), please be aware of the following:

• Seasons Pizza does not control the refund or dispute processes for orders placed through third-party platforms.
• Refund requests for third-party platform orders must be submitted directly through the respective platform's customer support system.
• Seasons Pizza will cooperate with third-party platforms in resolving legitimate complaints but cannot guarantee refund outcomes processed through those platforms.
• Delivery fees charged by third-party platforms are non-refundable by Seasons Pizza.

For the best resolution experience with third-party orders, we recommend using the in-app support feature of the respective delivery platform as your first point of contact.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Seasons Pizza provides a formal dispute resolution process to ensure every concern is given fair consideration.

Step 1: Internal Escalation

If your initial refund request was denied or you feel the resolution was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all relevant documentation, including prior correspondence, photographs, and your original order details.

Step 2: Senior Review

Your escalated dispute will be reviewed by a senior member of our management team within 3–5 business days. You will receive a written response outlining our final position and any resolution offered.

Step 3: External Dispute Options

If you remain dissatisfied after our internal dispute process, you have the following external options:

• Chargeback via Your Bank or Credit Card Issuer: You have the right to dispute a charge with your credit card company or bank. Under the Fair Credit Billing Act (FCBA), consumers have up to 60 days to dispute a billing error.
• File a Complaint with the FTC: You may submit a consumer complaint to the Federal Trade Commission at reportfraud.ftc.gov.
• State Consumer Protection Agency: You may contact your state's consumer protection office for assistance with unresolved disputes.
• Better Business Bureau (BBB): Complaints can be filed with the BBB at www.bbb.org.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by several federal and state laws that govern your rights in commercial transactions. Seasons Pizza respects and upholds these rights, including but not limited to:

• FTC Act: Prohibits unfair or deceptive practices in commerce. Our refund policy is designed to be transparent and fair.
• Fair Credit Billing Act (FCBA): Protects consumers from billing errors and provides the right to dispute unauthorized charges.
• Electronic Fund Transfer Act (EFTA): Provides protections for electronic payments, including debit card transactions.
• State Consumer Protection Laws: Vary by state but generally provide additional consumer rights and avenues for recourse.

Nothing in this Refund Policy is intended to limit or waive your rights under applicable federal or state consumer protection laws.

13. Policy Updates

Seasons Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizza-seasons.click with the updated effective date. Continued use of our services after a policy update constitutes your acceptance of the revised terms. We encourage customers to review this page periodically.

14. Contact Information

For all refund requests, questions about this policy, or concerns regarding your order, please reach out to our customer service team using the information below. We are here to help and committed to resolving your concerns in a timely and professional manner.

This Refund Policy was last updated on April 4, 2026, and is effective as of that date. All refund requests are subject to the terms and conditions outlined above and will be evaluated on a case-by-case basis at the sole discretion of Seasons Pizza, within the framework of applicable United States consumer protection laws.