Refund Policy

Overview

At Pizza Ranch, we're committed to serving up satisfaction with every meal. We understand that sometimes things don't go as planned, and we're here to make it right! This refund policy outlines our commitment to ensuring your complete satisfaction with our ranch-style pizza and western hospitality.

Our goal is to provide you with an exceptional dining experience every time you visit us, whether in-person or through our delivery service. If for any reason you're not completely satisfied with your order, we want to hear from you so we can saddle up and fix the situation.

Refund Eligibility

To ensure fair and consistent service for all our customers, refund requests must meet the following criteria:

• Time Frame: Refund requests must be made within 24 hours of order completion for delivery orders, or before leaving the restaurant for dine-in orders
• Proof of Purchase: Original receipt, order confirmation number, or payment verification required
• Valid Reason: Order was incorrect, damaged, cold upon delivery, or significantly delayed beyond estimated time
• Product Condition: Food items must be substantially uneaten (we understand you may need to taste to confirm the issue)
• Contact Requirement: Customer must contact us directly before seeking refund through payment provider

Non-Refundable Items

While we strive to accommodate all reasonable requests, certain items and situations are not eligible for refunds:

• Orders that have been completely consumed
• Custom orders that were prepared correctly according to customer specifications
• Delivery orders where customer was not available at provided address
• Orders cancelled after preparation has begun (may be eligible for partial refund)
• Promotional items, gift cards, or discounted meals (unless defective)
• Orders refused due to customer preference changes after delivery
• Catering orders cancelled less than 24 hours in advance
• Third-party delivery service fees (please contact delivery provider directly)

Refund Process

Getting your refund is as easy as riding a horse! Follow these simple steps:

• Step 1: Contact us immediately via phone at +21 273 764 5783 or email at [email protected]
• Step 2: Provide your order details (receipt number, time of order, items purchased)
• Step 3: Describe the issue clearly and specifically
• Step 4: Our manager will review your case and determine the best solution
• Step 5: If approved, we'll process your refund or offer an alternative resolution
• Step 6: Receive confirmation of your refund processing via email or phone

Refund Methods & Timeline

We process refunds back to your original payment method to ensure security and convenience:

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Payments: Immediate cash refund available at restaurant location
• Online Orders: Refunded to original payment method within 3-7 business days
• Gift Cards: Refund issued as store credit or replacement gift card
• Third-Party Apps: 5-10 business days depending on the platform's processing time

Please note that while we process refunds immediately upon approval, the time it takes to appear in your account depends on your financial institution's processing times.

Exchanges Policy

Sometimes an exchange might be better than a refund! We're happy to work with you on alternatives:

• Fresh Replacement: We can remake your order correctly at no additional charge
• Menu Substitution: Exchange for a different item of equal or lesser value
• Store Credit: Receive credit for future orders (great for regular customers!)
• Partial Exchange: Keep what's correct and replace only the problematic items
• Size Upgrade: Sometimes we'll upgrade your order as an apology for the inconvenience

Damaged or Defective Items

We take special care with damaged or defective orders and handle these situations with priority:

• Immediate Action: Damaged orders receive priority handling and immediate replacement
• Full Refund Guarantee: Defective items qualify for full refund regardless of consumption
• Photo Documentation: Photos of damaged items help us improve our quality control
• Quality Investigation: We investigate all defective items to prevent future issues
• Compensation Plus: May include additional compensation for the inconvenience
• Expedited Service: Replacement orders receive priority preparation and delivery

If you receive damaged or defective items, please contact us immediately and avoid consuming the product. Take photos if possible, as this helps us identify the issue and improve our processes.