Refund Policy

Last Updated: August 1, 2024

1. Introduction

At Apache's Pizza, we strive to provide you with the best possible experience and high-quality products. We understand that sometimes issues may arise, and we have established this refund policy to address such situations fairly and transparently.

This policy outlines the circumstances under which we offer refunds, replacements, or credit for orders placed through our website or over the phone. By placing an order with us, you agree to the terms of this refund policy.

2. Quality Guarantee

We are committed to delivering fresh, high-quality food. If you are not completely satisfied with your order due to quality issues, please contact us immediately. We offer the following guarantee:

  • 30-Minute Delivery Guarantee: If your delivery takes longer than 30 minutes from the time your order is confirmed, you may be eligible for a free pizza on your next order. This guarantee may be suspended during adverse weather conditions, major events, or other circumstances beyond our control.
  • Quality Guarantee: If you're not satisfied with the quality of your food, we will replace your order or issue a refund at our discretion.

3. Conditions for Refunds

We may issue refunds or offer replacements in the following circumstances:

3.1 Order Issues

  • Incorrect items delivered (different from what was ordered)
  • Missing items from your order
  • Poor quality food (cold, undercooked, burnt, etc.)
  • Foreign object found in food
  • Food that causes illness (documentation may be required)

3.2 Delivery Issues

  • Excessively late delivery (beyond our stated delivery time estimate without prior notification)
  • Damaged products due to transportation
  • Delivery to wrong address (if the error was on our part)

3.3 Technical Issues

  • Double charging or incorrect charging
  • Website errors that result in incorrect orders being placed

4. How to Request a Refund

If you experience any issues with your order, please follow these steps:

  1. Contact us immediately: Call our customer service at +447333145261 or email us at [email protected].
  2. Provide order details: Have your order number, date, and specific details about the issue ready.
  3. Documentation: When possible, take photos of the issue (for example, if the food arrived damaged or incorrect items were delivered).
  4. Timely notification: Refund requests should be made within 24 hours of receiving your order.

5. Refund Process

Once we receive your refund request, we will review it promptly and take one of the following actions:

  • Replacement: We may offer to remake and deliver your order at no additional cost.
  • Full Refund: If we cannot replace your order or if the issue warrants it, we will refund the full amount to your original payment method.
  • Partial Refund: For orders where only some items were affected, we may issue a partial refund for those specific items.
  • Store Credit: We may offer store credit or vouchers for a future order, especially in cases where delivery time commitments were not met.

Refunds to credit/debit cards typically take 3-5 business days to process, depending on your financial institution.

6. Cancellation Policy

6.1 Order Cancellations

You may cancel your order and receive a full refund under the following conditions:

  • The order is cancelled before it enters the preparation stage (typically within 5 minutes of placing the order)
  • If we inform you of a significant delay in delivery, and you choose to cancel

6.2 How to Cancel

To cancel an order, please call us immediately at +447333145261. Email cancellations may not be processed in time and are not recommended.

6.3 When Cancellation Is Not Possible

Please note that once your order has entered preparation, cancellation and refund are generally not possible, as food items cannot be resold. In such cases, you may still pick up the order or have it delivered as scheduled.

7. Non-Refundable Circumstances

Refunds or replacements may not be offered in the following situations:

  • Personal preference issues (e.g., "I didn't like the taste" when the food was prepared correctly)
  • Incorrect orders due to customer error in the ordering process
  • Delays caused by incorrect delivery information provided by the customer
  • Delays due to circumstances beyond our control (extreme weather, traffic accidents, etc.)
  • Refund requests made more than 24 hours after delivery

8. Special Offers and Promotions

Refunds for orders that used promotions, discounts, or special offers will be handled as follows:

  • If a refund is issued for an order that used a one-time promotional code, the promotional code will not be restored for future use.
  • For "buy one get one free" or similar offers, the value of the free items will not be included in any refund calculation.
  • If store credit is issued as a refund, it may not be combinable with other promotions or discounts.

9. Delivery Fees

Delivery fees are generally non-refundable except in the following circumstances:

  • We failed to deliver your order
  • The delivery was excessively late (more than 60 minutes beyond the estimated time without prior notification)
  • The order was incorrect or of poor quality, resulting in a full refund of the entire order

10. Contact Information

If you have any questions or concerns regarding our refund policy, please contact our customer service:

Email: [email protected]

Phone: +447333145261

Address: Studio 43h Marshall Lodge Lake, Aliceburgh, CV34 4DF, Ireland

11. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after any such changes constitutes your acceptance of the new refund policy.