Refund Policy

1. Conditions for Refunds

1.1 Quality Issues

We will issue a full or partial refund if:

• The food quality does not meet our standards
• The order is incorrect (wrong items or missing items)
• The food is not properly cooked or prepared
• Foreign objects are found in the food
• The food caused illness or allergic reaction (with medical documentation)

1.2 Delivery Issues

We will issue a full or partial refund if:

• The delivery is excessively late (more than 60 minutes beyond the estimated delivery time)
• The food arrives in poor condition due to mishandling during delivery
• The delivery was never completed despite being marked as delivered

1.3 System or Technical Issues

We will issue a full refund if:

• Your order was charged multiple times due to a system error
• A technical issue prevented the order from being processed correctly
• The website or app displayed incorrect pricing or information that affected your order

2. Refund Process

2.1 How to Request a Refund

To request a refund, you may:

• Contact our customer service team at +44 869 096 1181
• Email us at [email protected]
• Use the "Contact Us" form on our website
• Visit one of our store locations in person

2.2 Information Required

When requesting a refund, please provide:

• Your order number or receipt
• Date and time of order
• Description of the issue
• Photos of the issue (if applicable)
• Your preferred contact method

2.3 Timeframe for Refund Requests

Refund requests should be submitted within:

• Same day: For issues with food quality, incorrect orders, or delivery problems
• Within 48 hours: For illness claims or other delayed issues
• Within 7 days: For billing errors or technical issues

Requests made outside these timeframes will be evaluated on a case-by-case basis.

3. Refund Processing Times

3.1 Review Period

Once we receive your refund request, we will review it within 1-2 business days. Our customer service team may contact you for additional information if needed.

3.2 Refund Method

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

• Credit/Debit Card: 3-5 business days to appear on your statement
• PayPal/Digital Wallets: 1-2 business days
• Gift Cards: Immediate refund to the original gift card
• Cash payments: Store credit or replacement order

3.3 Confirmation

You will receive an email confirmation once your refund has been processed.

4. Alternative Resolutions

4.1 Store Credit

In some cases, we may offer store credit instead of a monetary refund. Store credits do not expire and can be used for future orders.

4.2 Replacement Orders

For quality or delivery issues, we may offer to replace your order instead of providing a refund. Replacement orders will be prioritized and delivered as soon as possible.

4.3 Partial Refunds

If only part of your order was affected by an issue, we may issue a partial refund for those specific items.

5. Non-Refundable Situations

Refunds may not be issued in the following circumstances:

• Personal taste preferences (not liking a particular topping or flavor)
• Canceled orders after food preparation has begun
• Customer errors in ordering (selecting the wrong items, providing incorrect delivery information)
• Failure to pick up an order within the designated timeframe
• Refund requests made outside our specified timeframes without reasonable explanation
• Situations where there is evidence of fraud or abuse of our refund policy

However, we will evaluate each situation individually and strive to find a fair resolution.

6. Special Orders and Catering

For catering orders or special large orders, the following additional policies apply:

• Cancellations must be made at least 24 hours before the scheduled delivery or pickup time
• Deposits for catering orders are non-refundable if canceled less than 24 hours before the event
• Customized orders may be subject to a restocking fee of 15% if canceled after preparation has begun

7. Promotional Items and Discounts

For orders that include promotional items or discounts:

• Free items received as part of a promotion are not eligible for cash refunds
• If a refund is issued for items that qualified you for a discount, the discount amount may be deducted from the refund
• Promotional codes cannot be reused if an order is refunded

8. Dispute Resolution

If you are not satisfied with the resolution of your refund request, you may:

• Request to speak with a manager or supervisor
• Contact our corporate customer relations team at [email protected]
• Pursue resolution through your payment provider's dispute process

We are committed to resolving all issues fairly and to your satisfaction.

9. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a new "Last Updated" date. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

10. Contact Information

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

Pizzaiolo Customer Service
61 Mitchell Station
New Adrian WN3 6DQ
[email protected]
+44 869 096 1181