Refund Policy

At Round Table Pizza, customer satisfaction is our top priority. We take great pride in the quality of our food and service. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order. By purchasing from us, you agree to the terms described below.

1. Overview

Round Table Pizza is committed to providing fresh, high-quality food products to every customer. We understand that issues may occasionally arise, and we want to ensure that every concern is handled fairly and efficiently. This policy applies to all orders placed through our website cafe-roundtable.rest, via phone, or in person at our location.

Our refund policy is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, and any applicable state regulations. We aim to resolve all refund and complaint situations promptly and professionally.

2. Eligibility Conditions for Refunds

Not all purchases automatically qualify for a refund. To be eligible for a refund from Round Table Pizza, the following conditions must be met:

• Incorrect Order: You received an item that does not match your confirmed order (wrong pizza size, wrong toppings, wrong item entirely).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not fit for consumption upon delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Damaged Food: Food was significantly damaged during delivery, making it unsuitable for consumption.
• Unauthorized Charges: You were charged an amount that does not correspond to your confirmed order total.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered within a reasonable timeframe, and no reasonable explanation was provided.

Refund requests that do not fall within the above categories will be reviewed on a case-by-case basis at the discretion of Round Table Pizza management.

3. Timeframes for Refund Requests

Timely reporting of issues is essential for us to investigate and resolve your concern appropriately. The following timeframes apply:

Refund requests submitted outside of the above timeframes may not be honored. We strongly encourage customers to contact us as soon as possible after identifying an issue so that we can investigate promptly and effectively.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared and cannot be returned in original condition because you simply changed your mind.
• Customization Errors by the Customer: If you ordered a pizza with specific customizations and changed your mind about those choices after the order was confirmed and prepared, this is not eligible for a refund.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion or using discount codes are non-refundable unless they fall under a qualifying refund eligibility condition.
• Gift Cards and Store Credits: Gift cards and any issued store credit are non-refundable and non-exchangeable for cash.
• Partially Consumed Food: Refunds will generally not be issued for food that has been substantially consumed. If you ate most of your order and then requested a refund for dissatisfaction, we reserve the right to deny the claim.
• Orders Picked Up and Accepted Without Complaint: If you inspected your order at the time of pickup and accepted it without raising any concerns, a later claim may not be honored unless a verifiable quality defect is identified.
• Delivery Delays Beyond Our Control: Delays caused by extreme weather conditions, traffic, or other circumstances beyond our control do not automatically qualify for refunds, though we will evaluate each situation individually.

5. How to Request a Refund — Step-by-Step

To request a refund, please follow the steps outlined below:

1. Step 1 — Contact Us Immediately: Reach out to our customer service team as soon as you identify the issue. You can contact us via:
   • Email: [email protected]
   • Website: cafe-roundtable.rest
2. Step 2 — Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Method of payment used
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence (if applicable): Where possible, please provide photographic evidence of the issue — for example, a photo of the incorrect item, damaged food, or missing item. This helps us process your request faster and more accurately.
4. Step 4 — Wait for Our Review: Once your request is received, our team will review the information provided. We aim to respond to all refund inquiries within 1–3 business days.
5. Step 5 — Receive Our Decision: We will notify you of our refund decision via the contact information you provided. If your refund is approved, we will initiate the refund process promptly.
6. Step 6 — Refund Issued: Approved refunds will be processed to your original payment method or as store credit, depending on the nature of the claim and the method of original payment.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the refund to appear:

Please note that while we initiate refunds promptly upon approval, the actual posting time may depend on your bank or financial institution. Round Table Pizza is not responsible for delays caused by external payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality issue affected only part of your order, while the rest was satisfactory.
• A delivery delay occurred that negatively affected only a portion of the items ordered (e.g., hot items arrived cold while cold items were acceptable).
• A discount, promotional credit, or partial consumption makes a full refund inappropriate or inequitable.

The amount of any partial refund will be determined at the discretion of Round Table Pizza management based on the specific circumstances. Our goal is always to be fair and reasonable to our customers.

8. Exchange Policy

In many cases where a food item was incorrect or unsatisfactory, we prefer to resolve the issue by offering a replacement or exchange rather than a monetary refund, as this often provides the quickest and most satisfying resolution.

8.1 Eligibility for Exchange

An exchange may be offered under the following conditions:

• You received the wrong pizza or food item.
• Your order was significantly incorrect in terms of toppings or preparation.
• An item was not of acceptable quality upon delivery or pickup.

8.2 How Exchanges Work

If you are eligible for an exchange, we will prepare and deliver (or make available for pickup) the correct replacement item at no additional cost. Exchanges are subject to availability and our operating hours. In cases where an exchange is not logistically feasible, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans change, and we will try to accommodate cancellations whenever possible. Please review our cancellation terms below:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• During Preparation: If your order is already being prepared when you request cancellation, we may not be able to cancel it. In such cases, we will review each situation individually and may offer store credit as a goodwill gesture.
• After Dispatch for Delivery: Once an order has been dispatched for delivery, cancellations are generally not possible, and a refund will not be issued for cancellation requests made at this stage.

9.2 Catering and Large Orders

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

• Cancellations made more than 48 hours before the scheduled time: Full refund.
• Cancellations made 24–48 hours before the scheduled time: 50% refund or store credit for the full amount.
• Cancellations made less than 24 hours before the scheduled time: No refund will be issued, as ingredients and staffing will have been committed to fulfilling your order.

10. Dispute Resolution Process

If you believe your refund request was not handled fairly or you are not satisfied with our decision, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

As a first step, please request to speak with or correspond with a Round Table Pizza manager or supervisor. You can do so by contacting us at [email protected] with the subject line "Refund Dispute — Escalation Request." A member of senior management will review your case and respond within 3–5 business days.

10.2 External Dispute Resolution

If the matter cannot be resolved internally, you have the following options:

• Chargeback via Your Bank or Card Issuer: If you paid by credit or debit card, you may contact your card issuer to dispute the charge. We will cooperate with any legitimate chargeback investigations.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau if you feel your concern has not been adequately addressed.
• Federal Trade Commission (FTC): Under the FTC Act, consumers have protections against unfair or deceptive business practices. You may report concerns to the FTC at www.ftc.gov.
• State Consumer Protection Agency: Depending on your state of residence, you may also contact your state's consumer protection office for further assistance.

10.3 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes arising from this policy will be subject to the jurisdiction of the courts applicable to our business location.

11. Third-Party Platform Orders

If you placed your order through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, Grubhub, or similar), please be aware that refund policies may differ. In those cases:

• Please initiate your refund request directly through the platform where you placed your order.
• Round Table Pizza is not responsible for refunds issued or denied by third-party platforms.
• If you believe the issue originated from our kitchen (e.g., wrong item prepared), you may also contact us directly, and we will work cooperatively with the platform to resolve your complaint.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you have rights protected under federal and state law. Round Table Pizza respects these rights and is committed to fair business practices in accordance with:

• The Federal Trade Commission (FTC) Act — which prohibits unfair or deceptive acts or practices in commerce.
• State Consumer Protection Laws — which vary by state but generally provide protections against deceptive business practices and give consumers the right to seek remedies for goods or services that do not meet reasonable standards.

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the legal requirement will prevail.

13. Policy Updates

Round Table Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at cafe-roundtable.rest with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns 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 June 14, 2026. It applies to all orders placed on or after this date through cafe-roundtable.rest or any other channel operated by Round Table Pizza.