Refund Policy

Effective Date: June 25, 2026 | Last Updated: June 25, 2026

1. Overview

This Refund Policy applies to all purchases made through our website at roundtablekitchen.rest, by phone, or in person at our location. By placing an order with Round Table Pizza, you agree to the terms outlined in this policy. We encourage you to review your order carefully before submitting it, as food orders are perishable in nature and subject to specific refund conditions.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: Your food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Damaged Items: Your order arrived significantly damaged in a way that makes it inedible or substantially different from what was ordered.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Failed Delivery: Your order was confirmed but never delivered, and no attempt was made to contact you.
• Unauthorized Transactions: A charge was made to your account without your authorization. (Please note this may also require you to contact your bank or card issuer.)

To be eligible for a refund, you must contact us within the applicable timeframe described in Section 3 below, and you may be asked to provide supporting information such as photos or a description of the issue.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be made promptly. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a full refund. However, we review all cases individually and will do our best to reach a fair resolution.

4. Non-Refundable Items and Situations

Not all purchases are eligible for a refund. The following items and situations are generally non-refundable:

• Change of Mind: Refunds are not issued simply because you changed your mind after an order was placed and preparation has begun.
• Fully Consumed Orders: If more than half of a food item has been consumed before a complaint is raised, we reserve the right to deny a full refund.
• Customized Orders: Specially customized pizzas or menu items made exactly as requested are non-refundable unless there is a preparation or quality error on our part.
• Correctly Fulfilled Orders: Orders that were accurately prepared, properly delivered, and meet our quality standards are not eligible for refunds.
• Delivery Delays Due to Third Parties: Delays caused by traffic, weather events, or other circumstances beyond our control are not grounds for a full refund, though we may offer a partial credit at our discretion.
• Promotional or Discounted Items: Items purchased under certain promotional offers may have limited or no refund eligibility as specified at the time of the offer.
• Gift Cards and Store Credits: Gift cards and previously issued store credits are non-refundable and non-transferable for cash.

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

To request a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us via:
   • Email: [email protected]
   • Website: roundtablekitchen.rest
2. Step 2 – Provide Your Order Details: Have the following information ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue (e.g., missing item, wrong pizza, quality problem)
3. Step 3 – Submit Supporting Evidence (If Applicable): For quality-related complaints, please attach clear photographs of the food item in question. This helps us investigate the issue quickly and accurately.
4. Step 4 – Await Our Review: Our team will review your request and respond within 1 to 3 business days. We may contact you for additional information if needed.
5. Step 5 – Resolution: Once your refund is approved, we will process it via your original payment method or offer an alternative resolution such as store credit or a replacement order, at your preference and our discretion.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

Please note that while we process refunds on our end promptly, your financial institution may have its own processing timelines. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one topping was wrong out of a multi-topping pizza).
• The food quality was partially acceptable — for example, most of the order was satisfactory but one specific item had an issue.
• A delivery delay occurred that partially impacted the quality of the food (e.g., food arrived cold but was otherwise correct).
• A promotional discount was applied to the original order, and only the non-discounted portion is eligible for a refund.
• The customer consumed a significant portion of the meal before contacting us about the issue.

The amount of a partial refund will be determined at our discretion based on a fair assessment of the situation. We will always communicate the refund amount clearly before processing it.

8. Cancellation Policy

We understand that plans can change. Here is how our cancellation policy works:

8.1 Cancellations Before Preparation Begins

If you wish to cancel your order, please contact us immediately after placing it. Orders that have not yet entered the preparation phase may be cancelled for a full refund. Due to the fast pace of food preparation, we typically begin preparing your order within 5 to 10 minutes of confirmation.

8.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation phase, we are unable to guarantee a cancellation. However, we will review requests on a case-by-case basis. If the order is already prepared and ready, a refund may not be possible unless there is a valid quality or order error issue.

8.3 Advance or Scheduled Orders

For orders placed in advance or scheduled for a future time, cancellations must be made at least 60 minutes before the scheduled delivery or pickup time to qualify for a full refund. Cancellations within 60 minutes of a scheduled order may only qualify for store credit.

9. Exchange Policy

In many cases where an issue arises with your order, we are happy to offer a replacement rather than a monetary refund. Our exchange policy works as follows:

• Incorrect Order: If you received the wrong item, we will remake and deliver or make available the correct item at no additional charge, subject to availability and reasonable timing.
• Quality Issues: If your food did not meet our quality standards, we may offer to replace the affected item(s).
• Customer Preference: If you prefer a monetary refund over a replacement, please indicate this in your refund request. We will do our best to accommodate your preference.

Exchanges are subject to the same eligibility and timeframe requirements as refunds. We cannot offer exchanges on items that have been fully consumed or where the issue is not related to a preparation or quality error on our part.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or have a dispute related to a transaction with Round Table Pizza, we encourage the following resolution process:

10.1 Internal Resolution

Your first step should always be to contact our customer support team directly at [email protected]. Most concerns can be resolved quickly and amicably through direct communication. Please provide as much detail as possible to help us address your concern efficiently.

10.2 Escalation

If your concern is not resolved to your satisfaction through initial contact, you may request to escalate the matter to our management team. We will make every effort to resolve escalated disputes within 5 business days.

10.3 Third-Party Mediation

If a resolution cannot be reached internally, either party may seek third-party mediation. Mediation shall be conducted in accordance with the rules of the American Arbitration Association (AAA) or another mutually agreed-upon mediator.

10.4 Chargeback Notice

If you initiate a chargeback with your bank or credit card company before first contacting us to resolve the issue, we may contest the chargeback and provide evidence of the fulfilled order to your financial institution. We strongly encourage customers to reach out to us directly before pursuing a chargeback, as we are committed to making things right.

10.5 Consumer Protection Agencies

Customers in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or their respective state consumer protection office if they believe they have been treated unfairly.

11. Special Circumstances

We recognize that certain situations are unique and require a more flexible approach. If your situation does not fit neatly into any of the categories described in this policy, please still reach out to us. We review every case individually and will always try to find a fair and reasonable solution that upholds our commitment to customer satisfaction.

In the event of a system outage, technical error, or third-party platform failure that results in order or payment issues, we will work diligently to resolve any billing discrepancies as quickly as possible.

12. Changes to This Policy

Round Table Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at roundtablekitchen.rest with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or need to submit a refund request, please contact us using the information below: