Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Overview

This Refund Policy governs all purchases made through our website cafe-roundtable.click, by phone, or in-person at our location. By placing an order with Round Table Pizza, you agree to the terms outlined in this policy. We strive to resolve all concerns fairly and promptly in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

As a food service business, we recognize that perishable goods present unique challenges when it comes to returns and refunds. Therefore, our policy has been crafted to balance customer satisfaction with the operational realities of food preparation and delivery.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise failed to meet reasonable quality standards.
• Foreign Objects: A foreign object was found in your food that was not an intended ingredient.
• Allergen Concerns: An allergen you explicitly specified to be excluded was present in your order, causing a documented health concern.
• Order Not Delivered: Your delivery order was never received despite confirmation of payment and dispatch.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

To be eligible for a refund, the issue must be reported within the required timeframe outlined in Section 3 below. Refund requests submitted after the applicable deadline may not be honored.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within the following timeframes:

We strongly recommend contacting us as soon as possible after identifying an issue. Delays in reporting may affect our ability to verify your claim and process a refund.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially eaten prior to the complaint being filed.
• Changes in personal taste or preference after the order has been correctly prepared as specified.
• Errors in the order caused by the customer (e.g., incorrect toppings, size, or quantity selected at checkout).
• Delivery delays caused by third-party delivery services, inclement weather, or circumstances beyond our reasonable control.
• Promotional items, complimentary add-ons, or free items included with a paid order.
• Gift cards or store credit once issued and/or redeemed.
• Orders that were correctly prepared but refused at delivery without a valid reason.
• Customization requests that were clearly communicated and correctly fulfilled by our kitchen staff.

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

Follow these steps to submit a refund request:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team within the applicable timeframe via email at [email protected] or visit our website at cafe-roundtable.click.
2. Step 2 – Provide Order Details: Include your full name, order number, date and time of the order, and the method of payment used.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem you experienced with your order. Be as specific as possible.
4. Step 4 – Submit Supporting Evidence: Where applicable, include photographs of the food item(s) in question, screenshots of billing errors, or any other documentation that supports your claim.
5. Step 5 – Await Review: Our customer support team will review your request within 2–3 business days and may reach out for additional information.
6. Step 6 – Refund Decision: You will be notified by email of our decision. If approved, your refund will be processed according to the timelines described in Section 6.

Please retain your order confirmation email or receipt, as this will be required to process your request efficiently.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method:

Please note that while we initiate refunds on our end promptly, the actual time for funds to appear in your account is subject to your bank or financial institution's processing schedule, which is beyond our control.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was affected by a quality issue or error, while the remainder was satisfactory.
• The food was partially consumed before a valid quality complaint was identified and reported.
• A discount, coupon, or promotional offer was applied to the original order, affecting the refundable amount.
• The issue affects one item in a multi-item order, and only that item is being refunded.
• Delivery fees or service charges may be excluded from the refund amount depending on the nature of the complaint.

The amount of any partial refund will be calculated based on the price of the affected item(s) at the time of purchase, minus any applicable discounts, fees, or previously redeemed credits.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, direct item exchanges are generally not available. However, we offer the following alternatives in cases of valid complaints:

• Replacement Order: In cases where the food was incorrect or did not meet quality standards, we may offer to prepare and deliver a replacement order at no additional cost, subject to availability and location.
• Store Credit: As an alternative to a monetary refund, we may offer store credit of equivalent value for use on a future order.
• Order Correction: For missing items, we may dispatch the missing item(s) separately at no charge if operationally feasible.

All exchange or replacement decisions are made at the discretion of Round Table Pizza management and are based on the specific circumstances of each case.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: Orders cancelled within 5 minutes of placement, before the kitchen has started preparation, will receive a full refund.
• During Preparation: Once food preparation has begun, cancellations may only be eligible for a partial refund or store credit, as ingredients and labor have already been committed.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled and are not eligible for a refund unless a valid quality or delivery issue arises upon receipt.

9.2 Catering and Large Group Orders

• Cancellations made more than 48 hours in advance of the scheduled order are eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a monetary refund. Store credit may be offered at management's discretion.

To cancel an order, please contact us immediately at [email protected] or visit our website at cafe-roundtable.click.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we have a structured dispute resolution process in place to ensure fairness and transparency.

10.1 Internal Review

You may request an internal review of a denied refund by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include any additional documentation or information not previously provided. Our management team will review your dispute within 5 business days and issue a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable consumer protection laws. However, we kindly request that you contact us first to attempt to resolve the matter directly, as chargebacks may involve additional delays and administrative processes.

10.3 FTC and Consumer Protection

Round Table Pizza operates in compliance with the Federal Trade Commission Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint or contact your state attorney general's office.

10.4 Informal Mediation

For unresolved disputes involving significant amounts, both parties agree to first attempt resolution through informal mediation before pursuing formal legal action. Mediation requests should be submitted in writing to our email address below.

11. Special Circumstances

We recognize that exceptional situations may arise that fall outside the standard parameters of this policy. In such cases, Round Table Pizza reserves the right to make exceptions at management's sole discretion, including but not limited to:

• Documented health incidents directly linked to food consumed at our establishment.
• System errors or technical failures on our website or ordering platform that result in incorrect charges.
• Natural disasters, emergencies, or government-mandated closures that prevent fulfillment of confirmed orders.

In any of these circumstances, please contact us directly to discuss an appropriate resolution.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or complaints, please reach out to us using the contact details below. Our team is available to assist you and is committed to resolving your concerns as quickly as possible.