1. Introduction

At Pizzaiolo, customer satisfaction is our top priority. We understand that sometimes products or services may not meet your expectations. This Refund Policy outlines our procedures for refunds, returns, and order cancellations.

This policy applies to all purchases made through our website, mobile application, and in-store orders. By placing an order with us, you acknowledge that you have read and agree to this Refund Policy.

2. Refund Eligibility

We want you to be completely satisfied with your purchase. We will provide a refund or replacement in the following situations:

2.1 Eligible Circumstances

• Quality Issues: If your food is not of acceptable quality (e.g., cold food, missing ingredients, foreign objects, undercooked, or spoiled).
• Incorrect Order: If you received items different from what you ordered.
• Missing Items: If items listed in your order confirmation are missing from your delivery or pickup order.
• Late Delivery: If your delivery arrives more than 30 minutes beyond the estimated delivery time provided at the time of order, without prior notification of the delay.
• Allergic Reactions: If you experience an allergic reaction despite clearly communicating your allergies before ordering (with proper documentation).
• System Errors: If you were charged multiple times for the same order due to a system error.

2.2 Non-Eligible Circumstances

Refunds will generally not be provided in the following situations:

• Change of mind after food preparation has begun
• Personal taste preferences (unless the product is significantly different from its description)
• Orders placed with incorrect delivery addresses by the customer
• Claims made more than 24 hours after the order was delivered or picked up
• Unauthorized use of your account (please ensure your account credentials are secure)
• Minor delays in delivery (less than 30 minutes) due to circumstances beyond our control (severe weather, traffic conditions, etc.)

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Online Orders:
   • Log in to your account on our website or mobile app
   • Navigate to "Order History"
   • Select the order in question
   • Click on "Report a Problem" or "Request Refund"
   • Complete the refund request form with all relevant details
2. Phone Orders or In-Store Purchases:
   • Call the location where you placed your order
   • Provide your order details (date, time, order number if available)
   • Explain the issue to our staff
3. Alternative Method:
   • Email our customer service at [email protected]
   • Include your order number, date of purchase, and a detailed description of the issue
   • Attach photos if applicable (for quality issues)

3.2 Required Information

When requesting a refund, please provide the following information:

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

4. Refund Processing Time

Once your refund request is approved, the processing time will depend on your payment method:

• Credit/Debit Card Payments: Refunds will be processed to the original payment method within 3-5 business days. However, it may take an additional 5-10 business days for the refund to appear on your statement, depending on your card issuer's policies.
• Digital Wallets (Apple Pay, Google Pay): Refunds will typically be processed within 3-5 business days.
• Cash Payments: For in-store cash purchases, refunds will be provided in cash at the store. You must present your receipt or proof of purchase.
• Gift Cards/Store Credit: Refunds for purchases made with gift cards or store credit will be issued as store credit to your account within 1-2 business days.

Please note that during peak periods or holidays, refund processing may take longer than the estimated timeframes provided above.

5. Order Cancellation

5.1 Cancellation Window

Orders can be cancelled and fully refunded under the following conditions:

• Online/Mobile App Orders: You may cancel your order through our website or mobile app within 5 minutes of placing it, provided the order has not been confirmed by the restaurant.
• Phone Orders: You may cancel by calling the restaurant directly within 5 minutes of placing your order, provided preparation has not begun.

5.2 Late Cancellations

Cancellation requests after the 5-minute window or after the restaurant has confirmed the order may not be eligible for a full refund, as food preparation may have already begun. In such cases:

• We may offer a partial refund, deducting costs for ingredients and preparation already underway.
• Alternatively, we may offer store credit for future purchases.
• For orders that have already been prepared or are in transit, no refund will be provided for cancellations.

6. Alternative Resolutions

In addition to monetary refunds, we may offer the following alternative resolutions depending on the circumstances:

• Replacement: We may offer to replace the incorrect or unsatisfactory item at no additional cost.
• Store Credit: We may issue store credit for use on future orders.
• Discount on Future Orders: We may provide a discount code for your next purchase.
• Complimentary Items: We may add complimentary items to your next order as compensation.

The appropriate resolution will be determined based on the nature and severity of the issue, customer preference, and the frequency of refund requests from the customer.

7. Exceptions and Special Circumstances

7.1 Catering Orders

Catering orders have a different refund policy due to their size and preparation requirements:

• Cancellations made at least 24 hours before the scheduled delivery/pickup time will receive a full refund.
• Cancellations made less than 24 hours but more than 12 hours in advance will receive a 50% refund.
• Cancellations made less than 12 hours in advance are not eligible for a refund.

7.2 Promotional Items and Discounts

For items purchased with a promotion or discount:

• Refunds will be based on the actual amount paid after discounts.
• Free items obtained through promotions are not eligible for cash refunds.
• If a qualifying item for a promotion is returned, the promotional benefit may be forfeited.

7.3 Third-Party Delivery Services

For orders placed through third-party delivery services (e.g., UberEats, DoorDash, Grubhub):

• Refund requests must be made directly through the third-party platform where the order was placed.
• Refund policies may vary based on the third-party's terms and conditions.
• We will cooperate with these platforms to resolve legitimate quality issues.

8. Repeated Refund Requests

While we strive to provide excellent service and products, we monitor refund patterns to prevent abuse of our refund policy:

• Accounts with an unusually high frequency of refund requests may be flagged for review.
• After investigation, we reserve the right to limit future refunds, require additional verification, or refuse service to customers who appear to be abusing our refund policy.
• This is done to ensure fairness and maintain the quality of service for all customers.

9. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us through one of the following methods:

Customer Service:
Email: [email protected]
Phone: +445511650693
Hours: Monday-Friday 9:00 AM - 5:00 PM

Mailing Address:
Pizzaiolo
Flat 64 Dennis Walks
New Duncan W1G 6JQ
United Kingdom

We aim to respond to all inquiries within 24-48 hours during business days.

10. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage customers to review this policy periodically. The "Last Updated" date at the top of this page indicates when this policy was last revised.

Continued use of our services following the posting of changes to this policy will constitute your acceptance of those changes.