Refund Policy

1. Overview

At Pizzaiolo, we take great pride in the quality of our food and service. We are committed to ensuring your complete satisfaction with every order. This Refund Policy outlines the conditions under which we offer refunds, the refund process, and how to request a refund if you're not satisfied with your order.

We understand that sometimes issues may arise, and we are dedicated to addressing them promptly and fairly. Our goal is to make the refund process as clear and straightforward as possible.

2. Conditions for Refunds

We offer refunds or replacements under the following circumstances:

2.1 Quality Issues

• Incorrect Items: If you receive items that you did not order or if items from your order are missing
• Food Quality: If the food quality does not meet our standards (e.g., undercooked, burnt, or contains foreign objects)
• Temperature Issues: If your food arrives cold when it should be hot, or vice versa

2.2 Delivery Issues

• Late Delivery: If your order is delivered significantly later than the estimated delivery time provided at checkout (more than 30 minutes late) without prior notification
• Damaged During Delivery: If your order is damaged during the delivery process (e.g., spilled, crushed)
• Failed Delivery: If our delivery driver was unable to deliver your order due to circumstances within our control

2.3 System Errors

• Double Charging: If you were charged multiple times for the same order
• Incorrect Pricing: If you were charged a price different from what was displayed on the Website at the time of ordering

3. Refund Process and Timing

3.1 Processing Time

We strive to process all refund requests promptly:

• Refund requests are typically reviewed within 1-2 business days of submission
• Once approved, refunds will be processed within 3-5 business days
• The time it takes for the refund to appear in your account depends on your payment method and financial institution (typically 5-10 business days)

3.2 Refund Methods

Refunds will be issued to the original payment method used for the order:

• Credit/Debit Cards: Refunded to the same card used for the purchase
• Digital Wallets (Apple Pay, Google Pay): Refunded to the original payment method within the digital wallet
• Gift Cards: Refunded as store credit to your Pizzaiolo account

3.3 Partial vs. Full Refunds

Depending on the circumstances, we may issue:

• Full Refund: The entire order amount will be refunded if the entire order is affected
• Partial Refund: Only the cost of the affected items will be refunded if only part of your order is impacted
• Delivery Fee Refund: In cases of late delivery or delivery issues, we may refund the delivery fee while still charging for the food items

4. How to Request a Refund

To request a refund, please follow these steps:

4.1 Time Frame for Requests

Refund requests should be submitted within 24 hours of receiving your order. We may consider requests made after this period on a case-by-case basis.

4.2 Required Information

When requesting a refund, please provide the following information:

• Order number
• Date and time of the order
• Specific items or aspects of the order that were unsatisfactory
• A brief description of the issue
• Photos of the affected items (if applicable and possible)

4.3 Contact Methods

You can request a refund through any of the following channels:

• Phone: Call our customer service at +447077292683
• Email: Send details to [email protected]
• Online Form: Submit a refund request through the "Contact Us" page on our Website
• In-App: Use the "Report an Issue" feature in the Pizzaiolo mobile app

5. Exceptions and Limitations

5.1 Non-Refundable Situations

Refunds may not be available in the following situations:

• Customer dissatisfaction with an accurately described item (e.g., not liking the taste of a correctly prepared pizza)
• Orders where more than 50% of the food has been consumed
• Issues reported more than 24 hours after delivery without reasonable explanation
• Delivery delays caused by factors beyond our control (severe weather, traffic accidents, incorrect address provided by customer)
• Cancellation requests made after the order has entered preparation

5.2 Alternative Resolutions

In some cases where a refund is not available, we may offer alternative solutions:

• Store credit for a future purchase
• Discount on your next order
• Replacement of the affected items
• Complimentary items on a future order

6. Special Circumstances

6.1 Large Orders and Catering

For large orders or catering services (orders over $200):

• Cancellations must be made at least 24 hours before the scheduled delivery time for a full refund
• Cancellations made less than 24 hours but more than 6 hours before delivery will receive a 50% refund
• Cancellations made less than 6 hours before delivery are not eligible for a refund

6.2 Promotional Items and Discounts

For orders that include promotional items or discounts:

• Refunds will be calculated based on the actual amount paid, not the original price
• Free promotional items are not eligible for a cash refund
• If a refunded item affects eligibility for a discount that was applied to the order, the discount amount may be adjusted in the refund calculation

7. Contact Information

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

Email: [email protected]
Phone: +447077292683
Customer Service Hours: 10:00 AM - 11:00 PM, 7 days a week

We are committed to resolving any issues promptly and ensuring your satisfaction with our products and services.