Introduction
At PIZZAPIZZA, we are committed to ensuring your complete satisfaction with our artisanal pizzas and services. This Refund Policy outlines the terms and conditions for refunds and explains how we handle various situations where you might be dissatisfied with your order.
We understand that sometimes things don't go as planned, and we strive to resolve any issues promptly and fairly. Please read this policy carefully to understand our procedures regarding refunds, exchanges, and cancellations.
Satisfaction Guarantee
We take pride in the quality of our products and stand behind everything we sell. If you are not completely satisfied with your purchase for any reason, please let us know immediately so we can make it right.
Our goal is to ensure every customer has an exceptional experience with PIZZAPIZZA. If your pizza does not meet your expectations or if there was an error in your order, please contact us within 30 minutes of receiving your order so we can address the issue promptly.
Order Cancellations
Online Orders
Due to the nature of our business and our commitment to freshness, we begin preparing your food immediately after your order is confirmed. Therefore:
- Orders may be cancelled with a full refund if the cancellation is requested within 5 minutes of placing the order.
- Orders cancelled after 5 minutes but before preparation has begun may be eligible for a partial refund, at our discretion.
- Orders already in preparation cannot be cancelled and are not eligible for a refund unless there is an issue with the order upon delivery or pickup.
To cancel an order, please contact us immediately at +1 757 496 7034.
Catering Orders
For catering orders, our cancellation policy is as follows:
- Cancellations made 48 hours or more before the scheduled delivery/pickup time will receive a full refund.
- Cancellations made between 24-48 hours before the scheduled delivery/pickup time will receive a 50% refund.
- Cancellations made less than 24 hours before the scheduled delivery/pickup time are not eligible for a refund.
Delivery Issues
Late Deliveries
We strive to deliver all orders within the estimated delivery time provided at checkout. However, factors beyond our control (such as traffic, weather conditions, or high order volume) may occasionally cause delays.
- If your delivery is significantly late (more than 30 minutes beyond the estimated delivery time), you may be eligible for a partial refund or store credit, at our discretion.
- If your delivery is extremely late (more than 60 minutes beyond the estimated delivery time), you may be eligible for a full refund or a replacement order at no additional cost.
Incorrect or Incomplete Orders
If your order is incorrect or incomplete upon delivery:
- Please contact us within 30 minutes of receiving your order.
- We will offer to replace the incorrect items, deliver any missing items, or provide a refund for the affected items, depending on your preference.
- In some cases, we may offer store credit or a discount on a future order as compensation for the inconvenience.
Quality Issues
If you are not satisfied with the quality of the food you received:
- Please contact us within 30 minutes of receiving your order.
- Take a photo of the food issue, if possible, to help us improve our quality control.
- Depending on the nature of the issue, we may offer a replacement, refund, or store credit.
Refund Process
How to Request a Refund
To request a refund, please:
- Contact our customer service team at +1 757 496 7034 or email us at support@pizzapiza.com.
- Provide your order number, date of purchase, and a detailed explanation of the issue.
- Include photos of the order if there are quality issues, if possible.
- Our team will review your request and respond within 24 hours.
Refund Methods
Refunds will be processed using the original payment method:
- Credit/debit card refunds typically take 3-5 business days to appear in your account, depending on your card issuer.
- Digital payment refunds (Apple Pay, Google Pay) typically process within 1-3 business days.
- In some cases, we may issue refunds as store credit if preferred by the customer or if the original payment method cannot be refunded.
Partial Refunds
In cases where only part of an order is affected by an issue, we may issue a partial refund for the affected items only.
Exceptions
Please note the following exceptions to our refund policy:
- Promotional items, discounted items, or items purchased with store credit may have different refund terms, which will be communicated at the time of purchase.
- Special dietary requests that were not properly communicated at the time of ordering are not eligible for refunds unless there was an error on our part.
- Personal taste preferences (e.g., "too spicy," "too cheesy") are generally not grounds for a refund unless the item significantly deviates from its description.
- Delivery issues caused by incorrect customer information (wrong address, phone number, etc.) are not eligible for refunds.
Customer Satisfaction Disputes
We value your satisfaction and will make every reasonable effort to resolve any issues you may have with your order. If you are not satisfied with our proposed resolution, please contact our management team directly at management@pizzapiza.com to discuss your concerns further.
Changes to This Policy
PIZZAPIZZA reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to the Refund Policy constitutes your acceptance of such changes.
Contact Information
If you have any questions or concerns about our Refund Policy, please contact us at:
Email: support@pizzapiza.com
Phone: +1 757 496 7034
Address: 97240 Wade Union Port, Taraland, AB Y8J 4C7, Canada
