Refund Policy

At Round Table Pizza, we are committed to delivering a high-quality dining experience and customer satisfaction with every order. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes governing refund and cancellation requests for orders placed through our website at roundtable-cafe.top or through any of our supported ordering channels.

Please read this policy carefully before placing an order. By completing a purchase with us, you acknowledge that you have read, understood, and agreed to the terms set forth below. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. General Eligibility for Refunds

Round Table Pizza strives to ensure that every order meets our quality and accuracy standards. Refunds may be granted under the following circumstances:

• The order received was significantly different from what was described or displayed on our menu at the time of purchase.
• The food item delivered or picked up was of unacceptable quality, including but not limited to items that were undercooked, spoiled, or contained foreign objects.
• The order was not delivered within the estimated delivery window provided at checkout, and no prior notification was given.
• An incorrect item was delivered and the customer was unable to receive a replacement in a timely manner.
• A duplicate charge occurred due to a technical or payment processing error.
• The order was canceled by Round Table Pizza due to unavailability of ingredients or operational issues on our end.

Refund requests that fall outside these conditions will be reviewed on a case-by-case basis by our customer service team. We reserve the right to approve or deny refund requests at our sole discretion, provided such decisions are consistent with applicable law.

2. Timeframes for Refund Requests

To be eligible for a refund, customers must submit their request within the timeframes outlined below:

Requests submitted after the applicable deadline may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there are any issues.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Customized or special-request items: Food items that were prepared according to specific customer instructions, including modifications to standard menu items, are non-refundable unless they were prepared incorrectly based on the submitted order details.
• Promotional or discounted items: Items purchased as part of a promotional deal, bundle offer, or using a discount code are non-refundable unless there is a verifiable quality or order accuracy issue.
• Gift cards and digital vouchers: Once purchased and activated, gift cards and digital vouchers cannot be refunded or exchanged for cash.
• Delivery fees: Delivery and service fees are non-refundable in cases where the delivery was successfully completed, even if a partial refund is granted for items within the order.
• Partially consumed items: Food items that have been substantially consumed will not be eligible for a refund based on quality claims.
• Orders affected by customer error: Orders placed with incorrect addresses, incorrect item selections, or other errors made by the customer are not eligible for a full refund. Partial refunds may be considered at our discretion.

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

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 – Gather Your Order Information
   Locate your order confirmation email or receipt. Have the following details ready: your full name, order number, order date, items ordered, and a description of the issue.
2. Step 2 – Document the Issue
   If your complaint relates to food quality, incorrect items, or damaged packaging, please take clear photographs of the item(s) in question. Visual evidence significantly speeds up the review process.
3. Step 3 – Contact Our Customer Support Team
   Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: roundtable-cafe.top
   In your message, include your order number, a description of the problem, and any supporting photographs.
4. Step 4 – Await Confirmation
   Our customer service team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Step 5 – Review and Decision
   Once all information has been submitted, our team will review the request and issue a decision within 3–5 business days. You will be notified of the outcome via the email address provided in your order.
6. Step 6 – Refund Issuance
   If your refund is approved, it will be processed to your original payment method within the timeframes described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

Please note that processing times may vary depending on your bank or financial institution. Round Table Pizza is not responsible for delays caused by third-party payment processors or banking institutions once the refund has been initiated on our end.

6. Partial Refunds

In some situations, a full refund may not be appropriate, and we may offer a partial refund instead. Partial refunds may be granted under the following conditions:

• Only a portion of the order was incorrect or unsatisfactory, while the remainder was delivered accurately and in acceptable condition.
• A refund for the delivery fee is not applicable, but the cost of the affected food item(s) will be refunded.
• The customer partially consumed the item before noticing a quality issue, in which case the refund will be proportionate to the uneaten portion.
• A promotional discount was applied to the order; in such cases, the refund will reflect the actual amount paid for the item rather than the full menu price.

Our customer service team will calculate the partial refund amount and communicate it to the customer before processing. Customers may accept the partial refund or escalate the matter through our dispute resolution process outlined in Section 9.

7. Exchange Policy

Due to the perishable nature of food products, we are generally unable to facilitate traditional product exchanges. However, we offer the following alternatives:

• Replacement Order: If an incorrect or unacceptable item was delivered, we may offer to prepare and send a replacement item at no additional charge, subject to availability and operational capacity at the time of the complaint.
• Store Credit: In lieu of a monetary refund, customers may opt to receive store credit equivalent to the value of the affected item(s). Store credit can be applied to future orders placed through roundtable-cafe.top.
• Menu Substitution: In cases where a specific menu item is unavailable for replacement, we may offer a substitute item of equal or greater value with the customer's consent.

All exchange and replacement decisions are subject to verification of the original complaint and approval by our customer service team. Replacements are typically processed within the same business day for in-store issues and within the next business day for online order complaints.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured based on the stage at which your order is being processed:

8.1 Pre-Preparation Cancellations

Orders may be canceled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, before food preparation has begun. To cancel, contact us immediately at [email protected] or through the order management section of our website.

8.2 In-Preparation Cancellations

Once food preparation has begun, we are unable to cancel the order or issue a full refund. In these cases, you may be eligible for a partial refund equivalent to any add-on items or beverages that had not yet been prepared. The base food item cost will not be refunded.

8.3 Out-for-Delivery Cancellations

Orders that are already out for delivery cannot be canceled. If you are unavailable to receive the order at the provided address, the order will be considered fulfilled and no refund will be issued.

8.4 Scheduled Orders

For advance or scheduled orders, cancellations must be submitted at least 30 minutes before the scheduled preparation time to qualify for a full refund. Cancellations submitted within 30 minutes of the scheduled time may result in a partial refund or no refund, depending on the stage of preparation.

8.5 Company-Initiated Cancellations

In the event that Round Table Pizza must cancel your order due to ingredient unavailability, staffing issues, or technical errors, you will receive a full refund to your original payment method within the applicable processing timeframe.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving disputes fairly and transparently.

9.1 Internal Escalation

If you disagree with the initial decision made by our customer service team, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute – Escalation Request" and your original case or order number. A senior member of our team will review the matter within 5 business days and provide a final internal decision.

9.2 Credit Card Chargebacks

Customers who believe they have been incorrectly charged have the right to contact their credit card issuer or bank to initiate a chargeback. However, we ask that customers allow us the opportunity to resolve the matter directly before initiating a chargeback, as this approach typically results in faster resolution. We cooperate fully with all legitimate chargeback investigations.

9.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov – for consumer protection complaints at the federal level.
• Your State Attorney General's Office – for state-level consumer protection concerns.
• Better Business Bureau (BBB): www.bbb.org – for business practice complaints and mediation.

9.4 Informal Mediation

Prior to pursuing formal legal action, both parties agree to attempt resolution through good-faith negotiation. If an agreeable resolution cannot be reached through internal escalation, either party may request informal mediation through a mutually agreed-upon mediator.

10. 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 effective immediately upon posting to our website at roundtable-cafe.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, and complaints, please contact our customer support team using the details below. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy was last reviewed and updated on July 16, 2026. Round Table Pizza is committed to fair and transparent business practices in accordance with all applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.