Refund Policy

1. Overview

At Pizzaiolo, we take pride in providing high-quality food and excellent service. We want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which we offer refunds for our products and services.

By placing an order with Pizzaiolo, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.

2. Conditions for Refunds

We understand that sometimes things don't go as planned. We are committed to addressing any issues with your order promptly and fairly. You may be eligible for a refund in the following situations:

2.1 Late Delivery

If your delivery arrives significantly later than the estimated delivery time provided (more than 30 minutes) and we have not communicated with you about the delay, you may be eligible for a partial or full refund depending on the circumstances.

2.2 Incorrect Order

If you receive items that are different from what you ordered, you may be eligible for a refund or replacement for the incorrect items.

2.3 Quality Issues

If you receive food that does not meet our quality standards (e.g., undercooked, overcooked, contaminated), you may be eligible for a refund or replacement.

2.4 Missing Items

If your order is missing items that you paid for, you may be eligible for a refund for those items or we will send the missing items to you.

2.5 Canceled Orders

If your order is canceled by us for reasons such as the restaurant being closed, items being unavailable, or delivery being impossible due to circumstances beyond our control, you will receive a full refund.

3. Refund Process

3.1 How to Request a Refund

To request a refund, please contact us using one of the following methods:

• Call our customer service at +440550737630
• Email us at [email protected]
• Use the "Contact Us" form on our website
• Visit our restaurant in person at 604 Thompson Alley, North Rebeccaberg, FK2 8DB

Please provide the following information when requesting a refund:

• Your name and contact information
• Order number or reference
• Date and time of the order
• Reason for the refund request
• Description of the issue
• Photos of the issue (if applicable and available)

3.2 Timeframe for Refund Requests

To be eligible for a refund, you must contact us within 24 hours of receiving your order. For orders that were never delivered, please contact us within 24 hours of the expected delivery time.

3.3 Refund Processing Time

Once we approve your refund request, we will process it within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment method and your financial institution:

• Credit/Debit Cards: 5-10 business days
• Bank Transfers: 3-5 business days
• Other payment methods: Varies depending on the provider

4. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card payments will be refunded to the same card.
• Cash payments for in-person orders can be refunded as cash (if you return to the restaurant) or through another method agreed upon with customer service.
• Gift Card or Store Credit purchases will be refunded as Store Credit.

In some cases, we may offer store credit or a replacement instead of a monetary refund, especially for minor issues or when it would provide a faster resolution for you.

5. Exceptions and Non-Refundable Items

While we strive to ensure your satisfaction, the following situations are generally not eligible for refunds:

• Personal taste preferences (e.g., you didn't enjoy the flavor of a correctly prepared item)
• Refund requests made more than 24 hours after delivery
• Partially consumed food items, unless there was a quality or safety issue
• Special orders or custom items, unless there was an error in preparation
• Issues that arise from incorrect information provided by the customer (e.g., wrong delivery address)
• Promotional items, discounts, or free items provided as part of a special offer

However, we evaluate each situation on a case-by-case basis and may make exceptions depending on the circumstances.

6. Alternative Resolutions

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

• Replacement of the affected items
• Store credit for future purchases
• Discount on future orders
• Complementary items with your next order

Our goal is to find the solution that best addresses your specific situation and ensures your continued satisfaction with our services.

7. Delivery Partner Issues

For orders delivered through third-party delivery partners, some issues may be the responsibility of the delivery service rather than Pizzaiolo. However, we will assist you in resolving these issues and coordinate with our delivery partners as needed.

Issues that may involve the delivery partner include:

• Significant delivery delays
• Unprofessional behavior by the delivery person
• Food damage that occurred during transit

8. Gift Cards and Promotional Credits

Gift cards and promotional credits are generally non-refundable and cannot be exchanged for cash unless required by law. Unused gift card balances cannot be returned for cash.

Promotional credits or discounts have no cash value and can only be used for purchases according to their specific terms and conditions.

9. Special Circumstances

We understand that special circumstances may arise that are not explicitly covered by this policy. In such cases, please contact our customer service team, and we will work with you to find a fair resolution.

In the event of widespread service disruptions due to technical issues, severe weather, or other extraordinary circumstances, we may implement temporary modifications to this refund policy, which will be communicated to affected customers.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

11. Contact Us

If you have any questions about our Refund Policy or would like to request a refund, please contact us:

• By phone: +440550737630
• By email: [email protected]
• By mail: 604 Thompson Alley, North Rebeccaberg, FK2 8DB

Our customer service team is available during our business hours:

Monday - Friday: 11:00 - 23:00
Saturday - Sunday: 12:00 - 00:00