Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

At Round Table Pizza, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that issues can occasionally arise with orders, and we want to make the resolution process as straightforward and fair as possible. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and disputes for purchases made through our website or in-store locations across the United States.

We operate in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) where relevant to their personal data in connection with transactions.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The order must have been placed directly through roundtablepizza.top or at a participating Round Table Pizza location.
• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The customer must provide valid proof of purchase, such as an order confirmation number, receipt, or email confirmation.
• The issue reported must be valid and verifiable, including but not limited to: incorrect items delivered, missing items, food quality concerns, or failure to fulfill the order.
• The product or order must not fall under the non-refundable categories listed in Section 4.
• Refund requests made in good faith and without evidence of misuse, abuse, or fraudulent intent will be prioritized for review and processing.

3. Timeframes for Refund Requests

Submitting your refund request within the appropriate time window is essential for a successful review. The following timeframes apply:

Requests submitted outside of these windows will generally not be eligible for a refund unless exceptional circumstances are documented and approved at the discretion of Round Table Pizza management.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy. These include:

• Consumed food items: Food that has been substantially consumed is not eligible for a refund based solely on preference or taste.
• Customized or special orders: Items made to specific customer specifications (e.g., custom pizza toppings, dietary modifications) cannot be refunded unless a preparation error occurred on our part.
• Promotional and discounted items: Items purchased as part of a limited-time promotion or at a discounted rate may not be eligible for a full refund unless a qualifying issue is identified.
• Gift cards and store credit: Gift cards and any applied store credit are non-refundable and cannot be exchanged for cash.
• Third-party delivery fees: Delivery fees charged by third-party services (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not refundable by Round Table Pizza directly.
• Change-of-mind cancellations after preparation has begun: Once your order has entered the preparation stage, cancellations based on a change of mind are not eligible for a full refund.
• Tips and gratuities: Tips paid to delivery drivers or staff are non-refundable.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather your information: Collect your order confirmation number, the date and time of your order, a description of the issue, and any supporting evidence such as photographs of incorrect or unsatisfactory items.
2. Contact our customer support team: Reach out to us using one of the methods below:
   • Email: [email protected]
   • Website: roundtablepizza.top
3. Provide required details: In your message or form submission, include:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • A clear description of the problem
   • Photographic evidence (if applicable and available)
   • Your preferred refund method (original payment method, store credit, etc.)
4. Await confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions if needed.
5. Review and decision: Once all necessary information has been reviewed, we will notify you of our decision via email. Approved refunds will be processed according to the timeframes in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your funds depends on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Round Table Pizza is not responsible for delays caused by financial institutions once the refund has been issued from our side.

7. Partial Refunds

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

• Only a portion of an order was incorrect, missing, or unsatisfactory, and the remainder of the order was acceptable.
• The customer consumed a significant portion of the order before raising a quality concern.
• A discount or promotional pricing was applied at the time of the original purchase, and the refund amount reflects the actual amount paid.
• The order was partially fulfilled due to ingredient availability or preparation limitations, and the customer accepted the partial fulfillment.
• Catering or large group orders canceled with less than 48 hours but more than 12 hours' notice may be eligible for a partial refund at management's discretion, depending on food preparation costs already incurred.

The determination of whether a partial or full refund is appropriate will be made by our customer support team after a thorough review of the circumstances presented.

8. Exchange Policy

Round Table Pizza offers exchanges in limited circumstances related to food service. An exchange refers to replacing an incorrect or unsatisfactory item with the correct item at no additional charge. The following exchange guidelines apply:

• Wrong item received: If you received an item that differs from what you ordered, we will remake and deliver (or make available for pickup) the correct item at no charge, subject to availability.
• Dine-in exchanges: For dine-in customers, concerns must be raised with your server or a manager immediately. We will do our best to correct the issue on the spot.
• Delivery exchanges: If an exchange involves redelivery, this is subject to delivery availability in your area and may be subject to a new delivery timeframe. We will communicate estimated times clearly.
• Exchanges are not available for: Items that have been largely consumed, custom orders where the preparation followed customer specifications accurately, or items purchased through third-party delivery platforms (those must be resolved through the respective platform).

Exchanges do not affect your right to request a refund if the exchange cannot be completed satisfactorily.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy carefully to understand the options available to you:

9.1 Standard Online Orders

• Orders may be canceled within 5 minutes of placement, provided preparation has not yet begun. To cancel, contact us immediately via email at [email protected].
• Once an order has entered the preparation stage, cancellations may not be accepted, and a full refund may not be issued.
• If you placed an order for a future date or scheduled delivery, you may cancel up to 2 hours before the scheduled time for a full refund.

9.2 Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled order date are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order date may be eligible for a partial refund, as ingredients and preparation may have already commenced.
• Cancellations made less than 24 hours before the scheduled date are generally not eligible for a refund, as significant preparation costs will have been incurred.
• Exceptions may be made for documented emergencies at the discretion of Round Table Pizza management.

9.3 In-Store Cancellations

For orders placed and paid for in-store, cancellation requests must be made directly with a manager on duty. Refunds for in-store cancellations will be handled at the location level and are subject to the same eligibility conditions outlined in this policy.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Round Table Pizza has a structured dispute resolution process to ensure fair treatment of all customers.

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the outcome, you may request an escalation to a senior customer service representative or a location manager. Please include "Escalation Request" in the subject line of your email and provide all relevant documentation previously submitted. We will respond within 3–5 business days.

Step 2: Formal Written Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint to our team at [email protected]. Please detail the full history of your request, any communications received, and your desired resolution. Our management team will review all formal complaints and respond within 7 business days.

Step 3: External Dispute Resolution

If an internal resolution cannot be reached, customers have the right to pursue remedies through appropriate external channels, including:

• Federal Trade Commission (FTC): Consumers may file a complaint at ftc.gov for unfair or deceptive practices under the FTC Act.
• State Attorney General: Customers may contact their state's Attorney General office to report consumer protection violations.
• Better Business Bureau (BBB): Complaints may be filed with the BBB for mediation assistance.
• Credit Card Chargeback: If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to initiate a chargeback through your card issuer in accordance with their policies.

11. Special Circumstances and Exceptions

Round Table Pizza recognizes that certain situations may fall outside the standard parameters of this policy. The following exceptions and special circumstances may be considered:

• Allergic reactions or health concerns: If you or a member of your party experienced an allergic reaction or health issue potentially related to our food, please contact us immediately. These cases are treated with the highest priority and are reviewed by management. We strongly recommend also seeking medical attention and contacting relevant health authorities.
• Natural disasters or emergencies: In the event of a declared natural disaster, extreme weather event, or other emergency affecting your ability to receive or utilize your order, we will work with you on a case-by-case basis to find an equitable resolution.
• Technical errors: If a technical issue on our website caused a duplicate charge, incorrect order, or failed transaction, we will rectify the error promptly and issue a full refund or correction as appropriate.

12. Policy Modifications

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

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, and customer support needs related to this policy, please reach out to us using the contact details below. Our team is ready to assist you and will respond as quickly as possible.

This Refund Policy was last reviewed and updated on May 20, 2026. It is intended to comply with applicable United States federal and state consumer protection laws, including FTC guidelines. Customers in California may have additional rights under California consumer protection statutes.