Refund Policy

At Round Table Kitchen, customer satisfaction is at the heart of everything we do. We understand that occasionally an order may not meet your expectations, and we are committed to making things right. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are processed, and provides clear guidance on how to submit a request. Please read this policy carefully before placing an order.

1. General Overview

This Refund Policy applies to all food orders, catering services, and any other purchases made through our website at roundtablekitchen.click or directly at our location. By placing an order with Round Table Kitchen, you agree to the terms and conditions set forth in this policy.

We strive to prepare every pizza, side dish, and catering order to the highest standards. However, we acknowledge that errors can occur, and we are dedicated to resolving any issues quickly and fairly. Our refund decisions are made on a case-by-case basis, with the goal of ensuring a satisfying experience for every customer.

Our refund practices are guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations applicable to food service businesses.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The order was placed directly through roundtablekitchen.click or at our physical location.
• The refund request is submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue is supported by verifiable information, such as order confirmation number, receipt, or photographic evidence where applicable.
• The problem reported is attributable to an error on our part, such as an incorrect order, missing items, food quality issues, or food safety concerns.
• The customer has not consumed the majority of the food item before reporting the concern (exceptions may apply for food safety complaints).

2.1 Qualifying Reasons for a Refund

The following situations are considered valid grounds for a full or partial refund:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong toppings, wrong pizza size, wrong crust type).
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise not prepared to a reasonable standard of quality.
• Food Safety Concerns: You discovered a foreign object in your food or experienced illness reasonably linked to our food (subject to investigation).
• Significant Delivery Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, and the food was no longer in an acceptable condition as a result.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: Your delivery order was confirmed but never arrived.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside these windows may not be eligible for a refund. We encourage customers to inspect their order immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Services

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

• Orders where the customer changed their mind after the food has been prepared or is in transit.
• Customized orders that were correctly made according to the customer's specifications (e.g., specific toppings, dietary substitutions as requested).
• Promotional or complimentary items provided at no charge.
• Gift cards, loyalty points, or promotional credits.
• Catering orders cancelled less than 48 hours before the scheduled event without a documented emergency.
• Delivery fees, service fees, or platform fees charged by third-party delivery services (these must be addressed directly with the respective third-party service).
• Orders placed through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be resolved through the respective platform's refund policy.
• Food that has been fully consumed without any complaint reported at the time of consumption.

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

Submitting a refund request is simple. Please follow these steps to ensure your request is processed as quickly as possible:

1. Gather Your Order Information: Locate your order confirmation number, receipt, or transaction ID. If you have photographic evidence of the issue (e.g., incorrect pizza, missing item, damaged packaging), please take clear photos before proceeding.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: Visit roundtablekitchen.click and use our Contact Us form.
3. Provide the Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Wait for Confirmation: Our team will acknowledge your request within 1 business day of receipt.
5. Review and Decision: We will review your claim and provide a resolution decision within 3 to 5 business days. In some cases, additional information may be requested.
6. Receive Your Refund or Resolution: Once approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution. We recommend contacting your bank or card issuer if you do not see the refund within the stated timeframe.

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing.
• The food quality issue affected only part of the order (e.g., one topping was incorrect on a multi-topping pizza).
• The customer consumed a significant portion of the order before reporting the issue.
• A catering order is cancelled less than 48 hours before the event, and preparation has already begun.
• A delivery arrived late, but the food was still in an acceptable condition upon arrival.

The amount of a partial refund will be determined by our customer service team based on a fair assessment of the circumstances. We will communicate the proposed partial refund amount to you before processing, and you will have the opportunity to discuss the decision with our team.

8. Exchange Policy

In many cases where the issue is an incorrect order or missing item, we prefer to offer a replacement rather than a monetary refund. This allows us to make things right as quickly as possible.

Exchanges or replacements are subject to the following conditions:

• The replacement request must be made within 2 hours of receiving your original order.
• We will prepare and deliver or make available for pickup the correct replacement item at no additional charge.
• Replacement orders are subject to availability and standard preparation times.
• If you accept a replacement, you waive your right to a monetary refund for the affected item(s), unless the replacement also fails to meet the correct specifications.
• We reserve the right to offer a store credit or future discount in lieu of a replacement when a replacement is not operationally feasible.

If you prefer a monetary refund over a replacement, please indicate this clearly when contacting our customer support team.

9. Cancellation Policy

9.1 Standard Food Orders

Because our food is freshly prepared to order, cancellations are time-sensitive. The following rules apply:

• Cancellation within 5 minutes of placing the order: A full refund will be issued, provided the kitchen has not yet begun preparation.
• Cancellation after 5 minutes but before preparation is complete: A partial refund may be issued at our discretion, depending on the stage of preparation.
• Cancellation after the order is ready or in transit: No refund will be issued, as the food has already been prepared and resources have been committed.

To cancel an order, please contact us immediately by email at [email protected] or through the contact form on roundtablekitchen.click.

9.2 Catering Orders

Catering orders require significant advance preparation. The following cancellation terms apply:

• Cancellation 7 or more days before the event: Full refund issued.
• Cancellation 48 hours to 6 days before the event: 50% refund issued; the remaining 50% is retained to cover preparation and ingredient costs already incurred.
• Cancellation less than 48 hours before the event: No refund will be issued. Exceptions may be considered in the case of documented emergencies (e.g., medical emergency, death in the family), at our sole discretion.

10. Dispute Resolution Process

We hope to resolve all refund and service concerns amicably and efficiently through our standard customer support process. However, if you are unsatisfied with the outcome of your refund request, the following dispute resolution steps are available:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer support team, you may request that your concern be escalated to a manager or supervisor. Please send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case or ticket number. A senior team member will review your case and respond within 3 business days.

10.2 Chargeback and Payment Disputes

If you believe you have been charged incorrectly and our internal resolution process has not resolved the matter, you have the right to file a dispute or chargeback with your credit card issuer or bank under applicable U.S. consumer protection laws, including protections provided under the Fair Credit Billing Act (FCBA). We encourage you to contact us before initiating a chargeback, as we are committed to resolving legitimate disputes directly.

10.3 Consumer Protection Resources

As a customer in the United States, you also have the right to file a complaint with the following regulatory bodies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs.

11. Policy Amendments

Round Table Kitchen reserves the right to amend or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at roundtablekitchen.click. The "Last Updated" date at the top of this page will reflect any modifications. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions regarding this policy, please contact us using the information below. Our customer support team is available Monday through Sunday during business hours.

When contacting us, please have your order number, date of purchase, and a description of your concern ready to help us assist you as efficiently as possible. We aim to respond to all refund-related inquiries within 1 business day.