Refund Policy

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

1. Introduction

At Round Table Pizza, we are committed to delivering high-quality food products and a satisfying dining experience with every order. We understand that issues may occasionally arise, and we want to make the resolution process as smooth and straightforward as possible. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to request them.

Our policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations. We encourage all customers to review this policy thoroughly before placing an order through our website at roundtable-meal.rest or by contacting us directly.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your claim must meet the following conditions:

• The order was placed directly through roundtable-meal.rest or via our official contact channels.
• The refund request is submitted within the designated timeframe as described in Section 3 of this policy.
• The issue is related to one or more of the following qualifying circumstances:
  • The food item received was incorrect (wrong item delivered or prepared).
  • The food item was missing from your order upon delivery or pickup.
  • The food item was delivered in an unsatisfactory condition (e.g., spoiled, contaminated, or significantly different from what was described).
  • The order was not delivered within a reasonable timeframe and no prior notice was given.
  • A technical or billing error resulted in a duplicate charge or incorrect charge.
• The customer provides adequate documentation or evidence of the issue, such as photographs, order confirmation numbers, or a written description of the problem.
• The request has not been previously resolved through a replacement, exchange, or prior refund for the same order.

Refund eligibility is subject to review by our customer service team. Round Table Pizza reserves the right to deny refund requests that do not meet the above conditions or that appear to be fraudulent or abusive in nature.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed food items: Food items that have been substantially consumed are not eligible for a refund. If you have a complaint about a food item, please contact us before consuming the majority of the order.
• Custom or special orders: Food items prepared with specific customizations or modifications requested by the customer are non-refundable unless there was a preparation error on our part.
• Delivery fees: Delivery and service fees are non-refundable once the order has been dispatched, except in cases where the order was never delivered.
• Promotional or discounted items: Items purchased at a promotional price or using discount codes are non-refundable unless there is a verifiable quality or preparation issue.
• Gift cards and loyalty points: Purchases made using gift cards or loyalty reward points are non-refundable and cannot be converted to cash.
• Third-party platform orders: Orders placed through third-party food delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' respective refund policies. Round Table Pizza is not responsible for managing refunds for orders not placed directly through our website or official channels.

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

Follow the steps below to submit your refund request:

1. Step 1 – Gather Your Information: Before contacting us, collect all relevant details including your order confirmation number, the date and time of your order, the items in question, and any supporting evidence such as photos of the food item or packaging.
2. Step 2 – Contact Our Customer Service Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: roundtable-meal.rest
3. Step 3 – Provide Required Details: In your refund request, include the following:
   • Full name and contact information
   • Order confirmation number
   • Date and time of order placement
   • Description of the issue (incorrect item, missing item, quality issue, etc.)
   • Photographic evidence, if applicable
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days and may ask for additional information if necessary.
5. Step 5 – Review and Decision: Our team will review your case and issue a decision within 3–5 business days. You will be notified via the contact information you provided.
6. Step 6 – Refund or Resolution Processing: If your request is approved, the refund or resolution will be processed as outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only specific items within a multi-item order were incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The food item was partially consumed before the quality issue was identified.
• The customer accepted a portion of the order without complaint and the issue pertains only to a specific component.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is adjusted accordingly.
• Delivery fees or service charges are excluded from the refund amount in cases where the delivery was completed but only the food item is in dispute.

The amount of a partial refund will be determined at the discretion of our customer service team based on the details of each individual case. Customers will be informed of the partial refund amount before it is processed and given the opportunity to accept or escalate the decision.

8. Exchange Policy

Round Table Pizza offers food item replacements as an alternative to monetary refunds in eligible cases. An exchange or replacement may be offered when:

• The wrong food item was delivered or prepared.
• A food item was missing from the order and the customer still requires it.
• A food item did not meet reasonable quality expectations due to a preparation error.

To request a replacement, customers must follow the same steps outlined in Section 5 of this policy. Replacements are subject to product availability at the time of the request. Round Table Pizza will make every effort to fulfill replacement orders in a timely manner. Please note that replacements are typically offered for the same item originally ordered and at no additional cost to the customer. Upgrades or substitutions may not be available in all cases.

If a replacement cannot be fulfilled due to product unavailability or other operational constraints, a full or partial monetary refund will be offered as an alternative.

9. Cancellation Policy

We understand that circumstances can change after an order is placed. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Within 5 minutes of placement: Orders cancelled within 5 minutes of being placed may be eligible for a full refund, provided that the order has not yet entered the preparation stage.
• After 5 minutes or once preparation has begun: Once food preparation has commenced, cancellations are generally not accepted. In exceptional circumstances, a partial refund may be considered at the discretion of our management team.
• Scheduled orders: For future or scheduled orders, cancellations must be requested at least 30 minutes prior to the scheduled preparation time to be eligible for a full refund.

9.2 Catering and Large Group Orders

• Catering orders or large group orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a 25% cancellation fee.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation may have already been allocated for the order.

To cancel an order, please contact our team immediately via email at [email protected] or through our website at roundtable-meal.rest. Please include your order confirmation number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, you have the right to escalate the matter through our formal dispute resolution process. We are committed to resolving all disputes in a fair, timely, and transparent manner.

10.1 Internal Escalation

If your initial refund request has been denied or you are dissatisfied with the proposed resolution, you may request a review by our senior customer service team. To escalate internally:

1. Send an email to [email protected] with the subject line: "Refund Dispute – Escalation Request".
2. Include your original case or ticket number, order confirmation number, and a detailed explanation of why you are disputing the initial decision.
3. Our senior team will review your case within 5–7 business days and respond with a final decision.

10.2 Chargeback Rights

Customers retain the right to dispute charges with their credit card issuer or payment provider in accordance with applicable United States federal laws, including protections under the Fair Credit Billing Act (FCBA). However, we strongly encourage customers to attempt to resolve the matter directly with Round Table Pizza before initiating a chargeback, as chargebacks can result in extended resolution timelines and may complicate future transactions.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which the transaction occurred. Any unresolved disputes may be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), to the extent permitted by applicable law.

11. Policy Updates

Round Table Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at roundtable-meal.rest with an updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund requests, questions, cancellations, or concerns related to this policy, please reach out to our customer service team using the contact details below. We are here to help and will respond to your inquiry as promptly as possible.