Refund Policy

1. Refund Eligibility

We may provide refunds, credits, or replacements in the following circumstances:

Product Quality Issues

If you believe your order does not meet our quality standards, you may be eligible for a refund, replacement, or credit if:

• The food received was not prepared according to your specified order (wrong toppings, incorrect size, etc.)
• The food quality was below our standards (undercooked, overcooked, or otherwise improperly prepared)
• Foreign objects were found in your food
• The food was spoiled or unsafe for consumption

Delivery Issues

You may be eligible for a refund, replacement, or credit if:

• Your order was delivered to the wrong address (provided the correct address was specified in your order)
• Your order was significantly late (over 30 minutes beyond the estimated delivery time) without prior notification
• Your order was incomplete or items were missing
• Your order was damaged during delivery

Technical or System Issues

You may be eligible for a refund if:

• You were charged multiple times for the same order
• You were charged but your order was not processed due to a system error
• Promotional discounts or loyalty rewards were not properly applied to your order

2. Refund Conditions

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

• Timely Reporting: Issues must be reported within 24 hours of receiving your order
• Order Verification: You must provide your order number, date of purchase, and details of the issue
• Documentation: For certain issues, we may request photos or other evidence of the problem
• Good Faith: Claims must be made in good faith and represent genuine issues with your order

Please note that we reserve the right to limit or reject refund requests from customers who have a pattern of excessive claims or where we suspect fraudulent activity.

3. Refund Process

How to Request a Refund

To request a refund, you can use any of the following methods:

• Online: Submit a refund request through your account on our website or mobile app
• Phone: Call our customer service at +44 3632 341121
• Email: Send your refund request to [email protected]
• In-Person: Visit the restaurant location where you placed your order (for in-store purchases)

Information Required

When requesting a refund, please provide the following information:

• Your name and contact information
• Order number and date of purchase
• Description of the issue
• Photos of the order (if applicable)
• Your preferred resolution (refund, replacement, or credit)

4. Refund Timeframes

We strive to process all refund requests promptly. Our standard timeframes are as follows:

• Review Period: We will review your refund request within 48 hours of receipt
• Processing Time: Once approved, refunds will be processed within 3-5 business days
• Credit Card Refunds: Depending on your credit card company, it may take an additional 5-10 business days for the refund to appear on your statement
• Store Credits and Replacements: These will be issued immediately upon approval

5. Refund Methods

Refunds will be issued using the original payment method whenever possible:

• Credit/Debit Card Payments: Refunded to the original card used for purchase
• PayPal Payments: Refunded to the PayPal account used for purchase
• Gift Card Purchases: Refunded as store credit to your account or as a new gift card
• Cash Payments: Refunded in cash if the original purchase was made in-store, or as store credit if the purchase was for delivery

In certain circumstances, we may offer store credit instead of a monetary refund, particularly for minor issues or where a replacement cannot be provided.

6. Exceptions to the Refund Policy

While we strive to ensure customer satisfaction, refunds may not be available in the following situations:

• Personal Preference: Disliking an accurately prepared item due to personal taste preferences
• Self-Created Orders: Issues with custom pizzas created using our Pizza Builder, unless there was a preparation error
• Late Reporting: Issues reported more than 24 hours after receiving the order
• Consumption: Orders that have been substantially consumed
• Third-Party Delivery: Delivery issues when a third-party delivery service not affiliated with Pizzaiolo was used (though we may still assist in resolving these issues)
• Force Majeure: Delays or issues caused by events beyond our reasonable control, including severe weather, natural disasters, or unexpected restaurant closures

7. Special Orders and Catering

For catering orders and large special orders:

• A 50% deposit is required at the time of booking, which is non-refundable if cancelled less than 48 hours before the scheduled time
• For cancellations made more than 48 hours in advance, the deposit will be refunded minus a 10% administrative fee
• Quality issues with catering orders must be reported within 2 hours of delivery or pickup
• Customized or special orders may be subject to additional terms, which will be communicated at the time of ordering

8. Gift Cards and Promotional Credits

• Gift cards and promotional credits are non-refundable and cannot be exchanged for cash
• Gift cards do not expire and are not subject to fees
• Promotional credits and discount codes may have expiration dates and usage restrictions as specified in their terms
• Lost or stolen gift cards may be replaced with proof of purchase and identification

9. Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a Customer Satisfaction Guarantee. If you're not completely satisfied with your Pizzaiolo experience for any reason, please let us know, and we'll work with you to make it right.

This may include:

• Offering a replacement item
• Providing store credit for a future visit
• Extending special offers or discounts on future orders
• Working with you to find another suitable resolution

Our primary goal is your satisfaction, and we value your feedback as an opportunity to improve our products and services.

10. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact our Customer Service team:

11. Policy Updates

This Refund Policy may be updated from time to time. We will notify customers of any significant changes by posting the new policy on our website and updating the "Last Updated" date at the top of this page.

It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.