Refund Policy

At Round Table Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as planned, and we want to make sure our customers feel confident and protected when ordering from us. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website at roundtable-meal.click or by contacting us directly, you agree to the terms described in this Refund Policy. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [email protected].

1. Our Commitment to Customer Satisfaction

Round Table Pizza takes pride in preparing fresh, high-quality food for every customer. We source quality ingredients and follow strict food preparation standards to ensure that every pizza, side dish, and beverage meets our customers' expectations. However, we recognize that errors can occasionally occur — whether it involves an incorrect order, a quality issue, or a delivery problem. In such cases, we are committed to resolving the matter fairly and promptly.

This Refund Policy applies to all orders placed through our official website roundtable-meal.click, including online delivery orders, pickup orders, and catering orders. It does not apply to purchases made through third-party delivery platforms. For orders placed via third-party apps, please refer to those platforms' own refund and cancellation policies.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. To be eligible for a full or partial refund, one or more of the following conditions must be met:

• Incorrect Order: You received a different item than what you ordered (wrong pizza size, wrong toppings, wrong crust type, etc.).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or clearly not prepared according to our standard quality guidelines.
• Foreign Objects: The food contained a foreign object or substance that was not part of the intended ingredients.
• Order Never Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or courier.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

Refund requests that do not fall under the above categories will be reviewed on a case-by-case basis at the discretion of our customer support team.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly investigated and resolved, you must submit your request within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. These include but are not limited to:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing the order or after the food has been prepared.
• Incorrect Address Provided: If a delivery was not received because you provided an incorrect or incomplete address, no refund will be issued.
• Customer Was Unavailable: If our delivery driver attempted delivery and you were unreachable or unavailable to accept the order, no refund will be issued.
• Customized Specialty Orders: Orders that were customized per specific customer requests are non-refundable unless there is a preparation error on our part.
• Promotional or Free Items: Items provided as part of a promotion, discount, or complimentary offer are not eligible for a refund.
• Expired Vouchers or Coupons: Coupons, vouchers, or promotional codes that were expired or used in violation of their terms are non-refundable.
• Minor Aesthetic Differences: Minor variations in the appearance of food items (such as slight topping placement differences) that do not affect the taste or quality of the food are not grounds for a refund.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was entirely our fault.

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. Step 1 — Gather Your Order Information: Before contacting us, please have the following information ready: your order confirmation number, the date and time of your order, the items you ordered, and a clear description of the issue you experienced.
2. Step 2 — Collect Evidence (if applicable): If the issue involves a quality problem, incorrect item, or missing item, please take a clear photograph of the food or packaging. This will help us investigate your claim more effectively.
3. Step 3 — Contact Our Customer Support Team: Submit your refund request by emailing us at [email protected] or by visiting our website at roundtable-meal.click. Include your order number, a description of the issue, and any photos or supporting documentation.
4. Step 4 — Wait for Our Response: Our customer support team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
5. Step 5 — Refund Decision and Processing: Once your request is reviewed and approved, we will notify you of the refund decision and the applicable refund method. The refund will then be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your refund will depend on your original payment method. Please allow the following timeframes:

Please note that while we process refunds on our end promptly, actual credit to your account may take additional time depending on your bank or payment provider's processing policies. Round Table Pizza is not responsible for any delays caused by your financial institution.

7. Partial Refunds

In some circumstances, only a partial refund may be granted. This may occur in the following situations:

• Only one or a few items from a larger order were affected by an error or quality issue.
• The issue reported is a minor deficiency that does not warrant a full refund of the entire order value.
• A portion of the food has already been consumed before the issue was reported.
• The refund request was submitted outside the standard timeframe but is still being considered as a courtesy.

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue. We always aim to be fair and reasonable in our assessments.

8. Exchange Policy

In cases where an incorrect item was delivered, we will make every effort to send a replacement order rather than issue a monetary refund, provided that the following conditions are met:

• The replacement request is made within 1 hour of receiving the incorrect order.
• Our kitchen and delivery team are still operating and able to fulfill the replacement in a timely manner.
• The original incorrect item is available to be returned or photographic evidence is provided.

If we are unable to provide a replacement order within a reasonable time due to operational limitations (such as kitchen closing hours), a full refund will be offered instead. Exchanges are subject to product availability and may not always be possible for specialty or limited-time offerings.

9. Cancellation Policy

We understand that plans can change. Below are the terms governing order cancellations:

9.1 Cancellations Before Preparation Begins

If you need to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered the preparation phase, we will cancel it and issue a full refund with no penalty.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation phase in our kitchen, cancellations may no longer be accepted. In this case, no refund will be issued as the food has already been made specifically for your order. We encourage you to review your order carefully before submitting it.

9.3 Cancellations for Catering and Group Orders

For large catering or group orders, a more specific cancellation policy applies:

• Cancellations made more than 48 hours in advance: Full refund issued.
• Cancellations made 24–48 hours in advance: 50% refund issued.
• Cancellations made less than 24 hours in advance: No refund issued.

If you need to cancel a catering order, please contact us as soon as possible at [email protected] to minimize any potential penalties.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before seeking external remedies:

1. Step 1 — Escalation Request: Contact our customer support team at [email protected] and request that your case be escalated to a senior customer service representative or manager.
2. Step 2 — Formal Written Complaint: If you are still not satisfied after escalation, you may submit a formal written complaint by email. We will acknowledge receipt of your complaint within 2 business days and provide a final decision within 10 business days.
3. Step 3 — External Remedies: If our internal dispute resolution process does not resolve your concern, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov, or with your state's Attorney General consumer protection office. U.S. consumers may also have rights under applicable state consumer protection laws, including the California Consumer Privacy Act (CCPA/CPRA) if applicable to their state of residence.
4. Step 4 — Chargeback: As a last resort, you may contact your bank or credit card provider to initiate a chargeback dispute. However, we request that you exhaust our internal process before taking this step, as it can result in delays for all parties involved.

11. Store Credit as an Alternative

In some cases, instead of a monetary refund, we may offer store credit as a resolution. Store credit can be used toward future orders placed through our website at roundtable-meal.click. Store credit is valid for 12 months from the date of issuance and is non-transferable and has no cash value. If you prefer a monetary refund over store credit, please indicate this clearly when submitting your refund request.

12. Changes to This Refund Policy

Round Table Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at roundtable-meal.click with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or need assistance with an order issue, please contact our customer support team using the information below: