Refund Policy
Your satisfaction is our priority. Learn about our refund procedures and customer commitment.
Last Updated: January 1, 2026
This refund policy applies to all purchases made at Pizza Ranch locations and through our online ordering platform. We are committed to ensuring your complete satisfaction with our products and services.
Customer Satisfaction Commitment
At Pizza Ranch, we stand behind the quality of our food and services. We are committed to providing you with exceptional dining experiences and will work diligently to resolve any concerns you may have with your order.
Our refund policy is designed to be fair and transparent while maintaining the highest standards of food safety and quality. We believe that every customer deserves to be completely satisfied with their Pizza Ranch experience.
Refund Eligibility Criteria
To be eligible for a refund, your request must meet the following conditions:
Timeframe
- Dine-in orders: Report issues before leaving the restaurant
- Takeout orders: Within 2 hours of pickup
- Delivery orders: Within 1 hour of delivery
- Online orders: Within 24 hours of order completion
Proof Required
- Valid receipt or order confirmation
- Order number or transaction ID
- Photo evidence (for quality issues)
- Credit card statement (if receipt unavailable)
- Incorrect order received
- Food quality issues (cold, overcooked, undercooked)
- Missing items from order
- Food safety concerns
- Service failures resulting in delayed or cancelled orders
Non-Refundable Items
The following items and services are not eligible for refunds under normal circumstances:
Food Items
- Partially consumed meals (unless quality issue reported immediately)
- Food consumed in full
- Custom or special orders prepared to your specifications
- Food items refused due to personal taste preferences
- Leftover food from buffet or salad bar
Services & Other
- Gift cards (except where required by law)
- Party packages after event completion
- Promotional items or free additions
- Delivery fees (unless order cancelled by restaurant)
- Third-party delivery service charges
How to Request a Refund
Follow these simple steps to request a refund for your Pizza Ranch order:
Contact Us Immediately
Report your concern as soon as possible through one of these methods:
- Speak with the restaurant manager on-site
- Call our customer service line: +1 604-423-4840
- Email us at: [email protected]
- Submit a request through our website contact form
Provide Order Details
Have the following information ready:
- Order number or receipt
- Date and time of order
- Description of the issue
- Photos if applicable (quality issues)
- Your contact information
Review and Investigation
Our team will:
- Review your refund request within 24 hours
- Investigate the issue with restaurant staff
- Verify order details and timing
- Determine the appropriate resolution
Resolution and Processing
We will contact you with our decision and process your refund if approved. You'll receive confirmation via email or phone.
Refund Processing Methods
Original Payment Method
Refunds will be processed to your original payment method whenever possible:
- Credit/Debit Cards: 3-5 business days
- Cash Payments: Immediate cash refund
- Gift Cards: Balance restored within 24 hours
- Online Payments: 5-10 business days
Alternative Methods
When original payment method is unavailable:
- Store Credit: Equal value, no expiration
- Gift Card: Physical or digital options
- Bank Transfer: For verified bank accounts
- Check: Mailed within 10 business days
Exchange Policy
In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality meal you expected:
Immediate Replacement
For incorrect or quality issues, we'll prepare a fresh replacement immediately at no additional cost.
Menu Substitution
Choose a different menu item of equal or lesser value if the original item cannot be properly prepared.
Future Visit Credit
Receive credit for a future visit if immediate replacement isn't possible or preferred.
Damaged or Defective Items
We take food quality and safety very seriously. Special procedures apply for damaged or defective food items:
Quality Issues Include:
- Food served at incorrect temperature
- Overcooked or undercooked items
- Stale or expired ingredients
- Foreign objects in food
- Cross-contamination concerns
- Spoiled or off-tasting items
Our Response:
- Immediate removal and disposal of affected food
- Full refund or replacement guaranteed
- Investigation of preparation processes
- Additional compensation if applicable
- Documentation for quality control
- Follow-up to ensure satisfaction
Contact Information for Refund Requests
Phone Support
+1 604-423-4840
Available 24/7 for urgent issues
Business hours: Mon-Fri 9AM-6PM
In-Person
3593 Main St
Vancouver, BC V5V 3N4
Canada
Speak with a manager directly
When Contacting Us:
Please have ready:
- Order number or receipt
- Date and time of order
- Description of the issue
- Your contact information
Response times:
- Phone: Immediate assistance
- Email: Within 24 hours
- In-person: Immediate resolution
- Online form: Within 12 hours
This refund policy is effective as of January 1, 2026, and may be updated periodically. Please check our website for the most current version.
Contact Customer Support