Refund Policy

Last updated: January 1, 2025

At Pizza Catering Mobile Pizzeria, we are dedicated to providing an exceptional wood-fired pizza catering experience for your events. We understand that plans can change, which is why we have established a transparent and fair Refund Policy. This policy explains the circumstances under which you may be entitled to a refund, credit, or rescheduling, and the conditions that apply to such requests.

This Refund Policy should be read in conjunction with our Terms & Conditions and Privacy Policy. All referenced terms (e.g., "we," "us," "you") have the same definitions as those stated in the Terms & Conditions. If there is any conflict, this Refund Policy shall prevail with respect to refund matters.

1. Deposit and Non-Refundable Payments

When you confirm a booking for our mobile pizzeria, you are required to submit a deposit equal to 50% of the total catering quotation. This deposit is used to reserve your event date, initiate ingredient procurement, allocate chef and staff schedules, and secure equipment logistics, such as our wood-fired oven, trailer towing for the "Round Table Pizza" set-up, and fuel for transportation.

• Booking Deposit: The initial deposit of 50% is strictly non-refundable under any circumstances. This is due to our best-in-class exclusive booking arrangement where we decline other potential reservations for your chosen date once a deposit is received.
• Final Balance: The remaining 50% of the total invoice becomes due and payable 7 days before the event date. This final payment is remuneration for our operational expenses (labor, electricity, gas for the oven, fresh produce) that are committed in advance.

2. Cancellation Timeframes and Refund Eligibility

If you decide to cancel your catering event, the time of your cancellation notice determines your rights. We strictly follow this schedule:

• More than 60 days before the event: Since you have a signed contract and paid a deposit, a cancellation at this stage means you will lose your non-refundable deposit. However, you will have no remaining account balance if the final billing has not yet arrived. No further amount will be owed to us.
• Between 30 and 59 days before the event: At this point, you may owe the final balance if 7-day invoice terms have accelerated. For cancellations in this window, you are entitled to refund of the final balance only if you have already paid it, minus a 10% administrative charge of the total package price.
• Less than 30 days before the event: All payments become completely non-refundable. This includes both the deposit and the final balance, if already paid. If no final balance payment has yet been received, you remain contractually obligated to pay the entire amount detailed in the catering agreement, as we have already purchased food items and scheduled staff exclusively for your event.
• Event day or No-show / Failure to provide venue conditions: If you cancel on the day of the event, or if our team cannot set up due to client failure to provide access, power, water, or proper permits as outlined in our Terms & Conditions, no refund whatsoever is available. In such case, the full amount is due and payable to us.

3. Rescheduling of Events

We are happy to facilitate rescheduling your event to another date subject to weather challenges or client personal emergencies, provided you give us advanced notice. The following rules apply:

• Reschedule notice > 14 days: The entire paid amount (including the deposit) will be transferred as a credit towards the new date. No fees are assessed. The new date must fall within 12 months of the original event date, and subject to our team's availability.
• Reschedule notice < 14 days: A rescheduling fee equivalent to 25% of the total booking value will be charged. The fee is deducted from your paid balance and the remaining credit is applied to the new event.
• Rescheduling due to Extreme Weather/Force Majeure: In the event of hurricanes, tornado warnings, blizzards, or unsafe highway conditions that we both mutually agree prevent safe operation, we will automatically transfer your funds to a new date at no extra charge, provided a viable date is selected within 12 months.

Rescheduling will not be permitted for a second time. If you reschedule once and then request another reschedule, all paid funds are forfeited and a new booking with a new deposit is required.

4. Quality of Service and Complaints

As we execute the catering service on the event date, our chefs work with fresh ingredients and a wood-fired oven. We guarantee high-quality food and service. However, if you are dissatisfied with a specific part of the service (e.g., pizza quality, wait time, staff courtesy) during the event, you must raise the concern with our on-site supervisor immediately to allow us to rectify it in real-time. Refunds for service complaints will not be considered for issues reported after the event concludes that we had no opportunity to fix on site.

If our team arrives at your location and cannot set up safely due to access issues, or if the event site is more than 45 minutes late from the agreed start time without notification, we reserve the right to return to base and the contract is deemed fulfilled with no refund policy.

5. Process for Requesting a Refund

To request a refund based on the eligibility criteria listed in Section 2, you must submit a written refund request via email to our customer service department. The email must contain your full name, event date, booking ID or contract reference number, and a detailed reason for the refund request. Our administrative team will evaluate the request based on this policy and the invoice records. You will be provided a written response within 10 business days of receipt. If you are eligible for a refund, the amount will be returned to the original payment method (credit card or bank account) within 14-21 business days, depending on your financial institution's processing time.

6. Non-Eligible Refund Circumstances

We do not provide full or partial refunds in the following situations:

• If you underestimate or overestimate the guest count, no price reduction happens; only a cost increase requires extra payment.
• If a guest has an allergic reaction, unless we have negligently failed to provide a pre-agreed allergen-free pizza as contractually promised.
• If you are unhappy that our ingredients do not match your personal taste, since taste is subjective, but we will attempt to correct preparation during cooking.
• If the event is cut short by third parties, e.g., our staff being asked to leave by a venue manager due to client behavior or event breaker.
• If you do not follow the rescheduling guidelines in section 3.

7. Refund Deductions and Administrative Fees

If a refund is applicable, we may deduct the following costs from the refundable sum:

• Our bank processing charges (typically 2.9% of transaction).
• Non-recoverable material costs for customized party decorations with your logo or name.
• A flat administrative handling fee of $75 for any partial refund due to cancellation between 30 and 59 days.

8. Late Payments and Chargebacks

If you initiate a chargeback with your credit card provider contrary to this policy, we may contest it. If we determine that a chargeback was issued without a valid eligible reason according to this Policy, we reserve the right to take legal action to recover the outstanding amount, disputing the chargeback with relevant evidence such as signed contract, emails, and this Policy.

9. Modification of Policy

We reserve the exclusive right to modify or amend this Refund Policy at any time without prior notice, consistent with applicable law. Any revisions will apply as of the "Last Updated" date shown above and will apply to all bookings created after that date. For existing bookings, the policy at the time of their booking date will be honored. In the rare event of a dispute about which version of the policy applies, the one at the booking creation date shall govern.

10. Contact Information for Refund Requests

For all refund-related queries, cancellations, and formal requests, please use the following official channels:

Pizza Catering Mobile Pizzeria
Attn: Billing and Refunds Department
564 Dominique Crescent West
Jimmiemouth, SC 20082-3304
United States
Email: [email protected]
Phone: +14123262999 (Mon-Fri, 9am to 5pm EST)

We strongly advise sending refund requests via email with delivery confirmation so that you have a record of your submission. We appreciate your understanding and hope to serve you at a future event.