Refund Policy

Last Updated: May 20, 2026

1. Introduction

At Round Table Pizza, we are committed to delivering exceptional food quality and outstanding customer service with every order. We understand that situations may arise where a refund or replacement is necessary, and we want to make that process as clear and straightforward as possible.

This Refund Policy applies to all orders placed online through roundtablepizza.digital, via phone, or in person at our participating locations. We strive to resolve all concerns fairly and promptly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Round Table Pizza experience. A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise did not meet reasonable standards of quality and preparation.
• Foreign Objects: Your food contained a foreign object or substance that was not part of the listed ingredients.
• Allergic Reactions Due to Mislabeling: If you specifically requested an allergen accommodation that was not honored, resulting in harm or dissatisfaction.
• Delivery Failure: Your order was never delivered and cannot be located or confirmed as delivered by our delivery partner.
• Significant Delay: Your order arrived substantially later than the estimated delivery time and the food was no longer acceptable for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional documentation to verify the claim before processing a refund or replacement.

3. Timeframes for Refund Requests

To be eligible for a refund or replacement, customers must contact us within the following time windows:

Refund requests submitted outside these time windows may not be honored. We encourage customers to inspect their orders upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

The following are generally not eligible for a refund:

• Change of Mind: Orders that were correctly prepared and delivered as specified but are no longer wanted by the customer.
• Customization Errors by the Customer: If you made an error while customizing your order (e.g., selected the wrong toppings or size) and the order was prepared correctly based on what was submitted, a refund may not be issued.
• Consumed Orders: If the majority of the food has been consumed before the complaint is made, a refund may not be granted. We may offer a partial credit at our discretion.
• Promotional or Discounted Items: Items purchased at a special discount or as part of a limited-time promotion may not be refundable unless a qualifying issue exists.
• Catering Deposits: Deposits paid for large catering orders are non-refundable once preparation has begun, as outlined in your catering agreement.
• Gift Cards and Digital Credits: Purchased gift cards and loyalty credits are non-refundable and cannot be redeemed for cash.
• Third-Party Delivery Fees: Delivery fees collected 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.

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

If you believe you are eligible for a refund, please follow these steps:

1. Gather Your Order Information: Have your order confirmation number, date and time of order, and the payment method used readily available.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question. This is especially important for quality issues, missing items, or foreign objects.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: roundtablepizza.digital
4. Provide Details: In your message or call, clearly explain the issue, include your order number, and attach any supporting photos or documentation.
5. Await Review: Our customer service team will review your request and respond within 2 business days with a decision or a request for additional information.
6. Receive Resolution: Once your request is approved, you will be notified of your refund method and the expected processing time.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution's processing time may vary. Round Table Pizza is not responsible for delays caused by your bank or payment provider.

7. Partial Refunds

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

• Only a portion of your order had an issue (e.g., one pizza was incorrect but the rest of the order was satisfactory).
• The food issue was minor and a full refund would be disproportionate to the problem experienced.
• A significant portion of the food was consumed before the complaint was made.
• A discount or promotional code was applied to the original order.
• Delivery delays occurred but the food was ultimately delivered and accepted.

The amount of a partial refund will be determined at the sole discretion of our customer service team, based on the nature and severity of the issue reported. We may also offer store credit as an alternative to a monetary partial refund.

8. Exchange and Replacement Policy

In many cases, we prefer to offer a replacement rather than a refund, as this allows us to make things right as quickly as possible. Here is how our exchange and replacement process works:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available for pickup the correct item at no additional charge, as soon as operationally possible.
• Quality Issues: If your food did not meet quality standards, we may offer to remake the item and deliver it or have it available for pickup.
• Customer Choice: If you do not wish to accept a replacement, you may request a refund instead, which will be processed in accordance with this policy.
• No Product Return Required: In most cases, you do not need to return the original item to receive a replacement. However, we may ask you to retain it for inspection purposes in certain situations.

9. Cancellation Policy

We begin preparing your order quickly after it is placed to ensure timely delivery and freshness. As a result, our cancellation window is limited:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided preparation has not yet begun.
• After 5 minutes, cancellations may not be possible. If a cancellation is requested after preparation has started, we reserve the right to deny the cancellation or offer a partial credit only.
• To cancel an order, contact us immediately at [email protected] or call the store where the order was placed.

9.2 Catering Orders

• Catering orders must be cancelled at least 48 hours before the scheduled service time for a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours before the event will receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the event are not eligible for a deposit refund.

9.3 In-Store Orders

In-store orders that have already been placed with a cashier or have entered preparation cannot be cancelled. Please ensure your order is correct before confirming it with our staff.

10. Dispute Resolution Process

We are committed to resolving all customer concerns quickly and fairly. If you are dissatisfied with our initial response to a refund request, the following dispute resolution process applies:

Step 1: Escalate to Management

If you feel your concern was not adequately addressed by our standard customer service team, you may request that your case be escalated to a senior manager. Please indicate this in your email to [email protected] and include your original case reference number.

Step 2: Formal Written Complaint

You may submit a formal written complaint by emailing [email protected] with the subject line "Formal Complaint – [Your Order Number]." We will acknowledge receipt within 2 business days and aim to provide a final resolution within 10 business days.

Step 3: Third-Party Mediation

If a resolution cannot be reached through direct communication, you may seek assistance from a neutral third-party mediator. Both parties agree to participate in good-faith mediation before pursuing any legal remedies.

Step 4: Consumer Protection Agencies

You have the right to contact relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State's Attorney General Office for state-level consumer protection matters.
• Better Business Bureau (BBB): www.bbb.org

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11. Special Circumstances

We recognize that extraordinary situations may arise. The following provisions apply in special circumstances:

• Food Safety Concerns: If you believe you have experienced a foodborne illness related to our products, please contact us immediately. We take all food safety concerns extremely seriously and will escalate such matters to our food safety team and relevant health authorities as appropriate.
• Natural Disasters or Force Majeure: In the event of circumstances beyond our control (natural disasters, severe weather, public health emergencies), delivery timelines may be affected. We will do our best to accommodate affected customers on a case-by-case basis.
• Technical Errors: If a technical issue with our website or payment system caused an error in your order or charge, please contact us immediately. We will prioritize technical error resolutions.

12. Policy Updates

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at roundtablepizza.digital with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our services following any updates constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: