Refund Policy

At Pizza73, we strive to provide the highest quality products and services to ensure your complete satisfaction. We understand that sometimes issues may arise, and this Refund Policy outlines the procedures for refunds, replacements, and credits for orders placed through our website (pizza73blog.com), mobile application, or by phone.

1. General Refund Principles

We want you to be completely satisfied with your Pizza73 experience. If you are not satisfied with your order for any reason, please contact us as soon as possible so we can make it right. Our general principles regarding refunds are:

• Customer satisfaction is our priority
• We address issues promptly and fairly
• We offer solutions based on the specific circumstances of each situation
• We require timely notification of issues to process refund requests

2. Reasons for Refunds

We may provide refunds, replacements, or store credits in the following situations:

2.1 Order Quality Issues

• Food quality does not meet our standards
• Order prepared incorrectly (wrong toppings, ingredients, etc.)
• Food temperature issues (delivered cold when it should be hot)
• Foreign objects found in food

2.2 Delivery Issues

• Significant delivery delay (exceeding our estimated delivery time by more than 30 minutes)
• Damaged items during delivery
• Incomplete order (missing items)
• Delivery to incorrect address by our driver

2.3 System or Service Errors

• Technical issues with our ordering system resulting in duplicate charges
• Order never received by the restaurant
• Pricing errors or incorrect charges

3. Refund Process

3.1 How to Request a Refund

If you experience any issues with your order, please follow these steps to request a refund:

1. Contact Us Promptly: Notify us about the issue as soon as possible, preferably within 24 hours of receiving your order
2. Provide Order Details: Include your order number, date and time of order, and details of the issue
3. Submit Evidence (if applicable): Photos of problematic items can help us address your concerns more effectively

You can request a refund through the following channels:

• Phone: Call our customer service at +442638579943
• Email: Send details to [email protected]
• Mobile App: Use the "Order Issues" feature in our mobile application
• Website: Submit a refund request through our Contact Us page

3.2 Review Process

Once we receive your refund request, our customer service team will:

1. Review your order details and the reported issue
2. Investigate the circumstances (which may include contacting the restaurant or delivery personnel)
3. Determine the appropriate resolution based on our findings
4. Communicate the decision to you within 1-2 business days

3.3 Refund Methods

If a refund is approved, we will process it using the same payment method you used for the original purchase:

• Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days, depending on your card issuer
• Digital Wallets (Apple Pay, Google Pay): Refunds are usually processed within 3-5 business days
• Gift Cards: Refunds will be issued back to the gift card or as store credit

4. Refund Options

Depending on the circumstances, we may offer one of the following solutions:

4.1 Full Refund

A complete refund of the order total may be provided in cases where:

• The entire order is significantly below our quality standards
• The order was never delivered
• Multiple serious issues affected the order

4.2 Partial Refund

A partial refund may be issued when:

• Only specific items in the order were problematic
• Delivery was significantly delayed but food was acceptable
• Minor quality issues affected the order

4.3 Replacement

In some cases, we may offer to remake and redeliver your order instead of providing a refund, particularly if:

• You prefer to receive the food rather than a refund
• The issue can be promptly corrected
• The restaurant is still open and able to prepare a replacement

4.4 Store Credit

We may issue store credit in the form of a promo code or account credit that can be applied to future orders. This is often provided:

• As compensation for minor inconveniences
• In addition to partial refunds
• When you prefer credit for future orders rather than a refund

5. Exceptions and Limitations

5.1 Timeframe for Refund Requests

To be eligible for a refund, you must notify us of any issues:

• For food quality or order accuracy issues: within 24 hours of receiving your order
• For delivery issues: on the same day of the delivery
• For billing discrepancies: within 30 days of the charge

5.2 Non-Refundable Situations

Refunds may not be available in the following circumstances:

• Personal taste preferences (when the food was prepared correctly)
• Self-created errors in ordering (incorrect address, wrong items selected)
• Delays caused by factors beyond our control (severe weather, traffic accidents, etc.)
• Cancelled orders that have already been prepared
• Issues reported outside our specified timeframe

5.3 Special Promotions and Discounts

Orders placed using promotional codes, discounts, or special offers may be subject to different refund terms:

• Free items obtained through promotions may not be eligible for cash refunds
• Promotional discounts may not be included in the refunded amount
• Orders paid for with reward points may be refunded as store credit or points

6. Excessive Refund Requests

While we are committed to customer satisfaction, we monitor refund patterns to ensure fair use of our refund policy. If we identify an unusual pattern of refund requests from a single customer, we reserve the right to:

• Investigate the circumstances more thoroughly
• Request additional evidence of the reported issues
• Limit future refund eligibility
• Restrict account privileges in cases of suspected abuse

7. Additional Information

7.1 Delivery Fees

Our policy regarding delivery fees in refund situations is as follows:

• If an order is never delivered, the delivery fee will be refunded
• If an order is delivered but has quality issues, the delivery fee may not be refunded as the delivery service was still provided
• If delivery was significantly delayed due to our error, the delivery fee may be refunded

7.2 Tips

Tips provided to delivery drivers are generally not refundable as they go directly to the driver. However, in cases where delivery was not completed or there were serious delivery issues, we may consider refunding tips on a case-by-case basis.

7.3 Processing Time

While we strive to process refunds promptly, please be aware of the following timeframes:

• Decision on refund eligibility: 1-2 business days
• Processing time after approval: 1-3 business days
• Appearance on your statement or account: 5-10 business days (varies by payment method and financial institution)

8. Gift Cards and Store Credit

8.1 Gift Card Purchases

Gift card purchases are generally non-refundable except in the following circumstances:

• Technical error during gift card activation
• Gift card not received by recipient (for digital gift cards)
• Incorrect amount loaded on the gift card

8.2 Store Credit Expiration

Store credits issued as part of our refund process:

• Are typically valid for 90 days from the date of issuance
• Cannot be exchanged for cash
• Can only be used for future pizza73blog.com orders
• May have specific terms and conditions that will be communicated at the time of issuance

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.

10. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

Pizza73 Customer Service
6 Craig Harbours
Kingberg, IP19 0NS
Canada
Email: [email protected]
Phone: +442638579943
Hours: 10:00 AM - 10:00 PM, 7 days a week

Last Updated: May 15, 2023