Refund Policy
Your satisfaction is our top priority. Learn about our comprehensive refund policy and customer protection guarantee.
1. Overview
At Punch pizza, we are committed to providing exceptional food service and ensuring complete customer satisfaction. Our refund policy is designed to protect your interests while maintaining fair business practices.
We understand that food quality and service expectations are paramount in the food industry. This policy outlines our commitment to addressing any concerns promptly and professionally, ensuring that every customer receives the quality experience they deserve.
Effective Date: This refund policy is effective as of January 1, 2024, and applies to all orders placed through our establishment, online platforms, or third-party delivery services.
Quick Facts
- 30-day refund window
- 24/7 customer support
- Original payment method
- 5-7 business days processing
2. Eligibility Requirements
To qualify for a refund, your request must meet the following criteria:
Timeframe Requirements
- Food Orders: Must be reported within 2 hours of delivery/pickup for quality issues
- Catering Services: Issues must be reported within 4 hours of service completion
- Event Bookings: Cancellations must be made at least 48 hours in advance
- Gift Cards: Unused gift cards can be refunded within 30 days of purchase
Documentation Required
- Original receipt or order confirmation
- Clear photos of food quality issues (if applicable)
- Detailed description of the problem
- Contact information for follow-up
- Order number and date of purchase
Important Note
Food safety and quality issues will be prioritized and processed immediately. We take all food-related concerns seriously and will investigate each case thoroughly.
3. Non-Refundable Items and Services
The following items and services are not eligible for refunds under normal circumstances:
Food Items
- Completely consumed meals
- Custom-made specialty pizzas (unless defective)
- Perishable items returned after 2 hours
- Items purchased with promotional discounts over 50%
- Special dietary accommodations (unless incorrectly prepared)
Services & Digital Items
- Completed catering services (unless quality issues)
- Digital gift cards that have been used
- Late cancellation fees
- Third-party delivery charges
- Franchise consultation fees
Exception: Even non-refundable items may be eligible for refund if there are health and safety concerns, preparation errors, or significant quality defects.
4. Refund Request Process
Follow these steps to request a refund:
Contact Customer Service
Call +1 418-872-4386 or email [email protected] within the eligible timeframe. Provide your order details and describe the issue clearly.
Submit Documentation
Provide your receipt, order confirmation, and any supporting photos or evidence. Our team will review your case within 24 hours.
Investigation & Review
We will investigate your claim, which may include consulting with our kitchen staff, reviewing security footage, or contacting delivery partners.
Decision Notification
You will receive a decision via email or phone within 2-3 business days. If approved, we will process your refund immediately.
Refund Processing
Approved refunds are processed within 5-7 business days to your original payment method. You will receive a confirmation email with tracking details.
Need Help?
Our customer service team is available 24/7 to assist with refund requests.
Contact Support Team5. Refund Processing Methods
Original Payment Method
All refunds will be processed using the same payment method used for the original purchase:
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit/Debit Card | 3-5 business days | Refund appears on next statement |
| PayPal | 1-3 business days | Instant notification via email |
| Digital Wallet | 1-2 business days | Apple Pay, Google Pay, etc. |
| Cash | Same day | In-store refunds only |
| Gift Card | Same day | Store credit issued immediately |
Processing Timeline
Bank Processing: While we process refunds within 2-3 business days, your bank or financial institution may require additional time to reflect the credit in your account.
6. Exchange Policy
We offer exchanges as an alternative to refunds in many situations:
Exchange Options
- Incorrect Orders: Immediate replacement with correct items
- Quality Issues: Fresh remake of the same order
- Temperature Problems: Replacement with proper temperature items
- Missing Items: Delivery of missing components
- Dietary Restrictions: Alternative menu items of equal value
Exchange Process
- Contact us immediately with your concern
- We arrange pickup of incorrect/defective items
- Fresh replacement is prepared
- Priority delivery of new items
- Follow-up to ensure satisfaction
Preferred Solution
Exchanges are often preferred as they allow us to immediately correct the issue and ensure you receive exactly what you ordered, often faster than processing a refund.
7. Damaged or Defective Items Policy
Immediate Action Items
Food safety and quality are our highest priorities. If you receive damaged or defective items:
Food Safety Priority
- Stop consuming the item immediately
- Take photos of the issue
- Contact us within 30 minutes for food safety concerns
- Store the item safely for potential inspection
- Seek medical attention if you feel unwell
Types of Defective Items
Critical Issues
- Food contamination
- Foreign objects in food
- Spoiled or expired ingredients
- Severe temperature issues
- Allergic reaction risks
Quality Issues
- Incorrect preparation
- Burnt or undercooked food
- Wrong ingredients used
- Presentation problems
- Packaging damage
Emergency Contact
Food Safety Hotline:
+1 418-872-4386
Available 24/7 for urgent food safety concerns
For non-urgent quality issues, use our regular customer service channels.
Resolution Process
- Immediate Response: Food safety issues receive priority response within 15 minutes
- Investigation: Our quality control team reviews each case thoroughly
- Corrective Action: We identify root causes and implement preventive measures
- Customer Resolution: Full refund plus compensation for inconvenience
- Follow-up: Additional support and health monitoring if needed
8. Contact Information for Refund Requests
Customer Service Channels
Phone Support
+1 418-872-4386
Available 24/7 for refund requests
Average wait time: 2-3 minutes
In-Person Support
7 Rue du Don-de-Dieu
Québec, QC G1K 3Z6, Canada
Business Hours: Monday-Friday 9:00 AM - 6:00 PM
Before You Contact Us
Please Have Ready:
Last Updated: January 1, 2024
This refund policy is subject to change without notice. Current policy supersedes all previous versions.
For questions about this policy, contact us at [email protected]