Refund Policy

Last Updated: November 15, 2023

At Pizzaiolo, we strive to provide the highest quality food and service. We understand that sometimes issues may arise, and we are committed to addressing them promptly and fairly. This Refund Policy outlines the circumstances under which we provide refunds for orders placed through our website, mobile app, or in our restaurant locations.

1. Order Satisfaction Guarantee

We stand behind the quality of our products. If you are not completely satisfied with your order for any reason, please let us know immediately, and we will work to make it right.

2. Eligible Refund Situations

We may issue full or partial refunds in the following situations:

2.1 Order Errors

• Incorrect items delivered or prepared
• Missing items from your order
• Orders that do not match the description on our menu

2.2 Quality Issues

• Food that is not up to our quality standards
• Food that appears to be spoiled or contaminated
• Foreign objects found in food

2.3 Delivery Issues

• Excessive delivery delays (more than 30 minutes beyond the estimated delivery time)
• Orders that arrive in poor condition due to delivery handling
• Orders that were never delivered

2.4 Technical Issues

• Multiple charges for the same order
• System errors resulting in incorrect pricing
• Website or app malfunctions that affect your order

3. Refund Process

3.1 Notification Timeframe

To be eligible for a refund, you must notify us of the issue:

• For delivery orders: Within 1 hour of the delivery time
• For pickup or dine-in orders: Before leaving the restaurant or within 30 minutes of receiving your order
• For catering orders: Within 2 hours of the delivery or pickup time

3.2 How to Request a Refund

You can request a refund through the following channels:

• Phone: Call the restaurant location that prepared your order directly at the number provided on your receipt
• Email: Send details of your order and the issue to [email protected]
• In-Person: Speak with a manager at the restaurant location
• Online: Submit a refund request through the "Contact Us" form on our website

3.3 Information Required

When requesting a refund, please be prepared to provide:

• Order number or receipt
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable and available)
• Your contact information

3.4 Verification Process

We may need to verify the details of your claim before issuing a refund. This process typically takes 1-3 business days.

4. Refund Options

Depending on the situation and your preference, we may offer one or more of the following remedies:

Type of Refund	Description	Processing Time
Full Refund	Complete reimbursement of the order amount, including taxes and delivery fees	3-10 business days, depending on your payment method
Partial Refund	Reimbursement for specific items that were problematic	3-10 business days, depending on your payment method
Store Credit	Credit applied to your account for future orders	Immediate
Replacement	Preparation and delivery of replacement items	Based on current delivery times
Discount Coupon	Special discount code for future orders	Immediate

5. Refund Method

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

• Credit/Debit Card: Refunded to the same card used for the purchase
• PayPal: Refunded to your PayPal account
• Gift Card: Refunded as store credit
• Cash: Refunded in cash (for in-store purchases) or as store credit

Please note that it may take 3-10 business days for the refund to appear on your account, depending on your financial institution.

6. Non-Refundable Situations

Refunds may not be available in the following circumstances:

• Customer simply changed their mind about the order (though we may still offer store credit at our discretion)
• Notification of issues beyond the timeframes specified in section 3.1
• Complaints about a food item's taste when prepared according to our standard recipe and the item description was accurate
• Delivery delays caused by factors beyond our control (severe weather, traffic accidents, incorrect address provided)
• Issues with orders placed more than 14 days ago

7. Large Orders and Catering

For catering orders and large orders (over $200), special refund conditions may apply:

• Cancellations made less than 24 hours before the scheduled delivery/pickup time may be subject to a 50% cancellation fee
• Quality or accuracy issues must be reported within 2 hours of delivery or pickup
• Partial refunds may be offered for specific items rather than the entire order

8. Gift Cards and Promotional Offers

8.1 Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.

8.2 Promotional Discounts

If you used a promotional discount on your order, the refund will be adjusted to reflect the actual amount paid.

9. Exceptions

We understand that special circumstances may arise. Pizzaiolo reserves the right to make exceptions to this policy at our discretion. Please contact our customer service team to discuss your specific situation.

10. Changes to This Policy

We may update our Refund Policy from time to time. Changes will take effect immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

11. Contact Us

If you have questions or concerns about our Refund Policy, please contact us at:

Pizzaiolo
53 Samantha Spur
Campbellfort, SE26 6JG
Canada
Email: [email protected]
Phone: +445232174720