Refund Policy

1. Our Satisfaction Guarantee

At Pizzaiolo, we take pride in delivering high-quality food and excellent service. Your satisfaction is our top priority, and we stand behind the quality of our products. If you're not completely satisfied with your order, we want to make it right.

This Refund Policy outlines the conditions under which we provide refunds, credits, or replacements for orders placed through our website, mobile application, or by phone.

2. Conditions for Refunds

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

2.1 Quality Issues

• If your order is significantly different from what was described on our menu
• If the food quality is below our standards (e.g., undercooked, burnt, or contains foreign objects)
• If items are missing from your order

2.2 Delivery Issues

• If your order arrives more than 15 minutes after the estimated delivery time (except in cases of severe weather, traffic accidents, or other circumstances beyond our control)
• If your order is damaged during delivery
• If your order was never delivered

2.3 Technical Issues

• If you were charged multiple times for the same order
• If you experience a technical error during the ordering process that results in an incorrect order

3. Refund Process

3.1 How to Request a Refund

To request a refund, please contact us within 24 hours of receiving your order through one of the following methods:

• Phone: Call our customer service at +449266120161
• Email: Send details of your order and issue to [email protected]
• Online Form: Complete the refund request form on our website
• In-Store: Visit the location where you placed your order

3.2 Required Information

When requesting a refund, please provide the following information:

• Order number or confirmation code
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable and available)
• Your preferred resolution (refund, store credit, or replacement)

3.3 Review Process

Our customer service team will review your refund request and may contact you for additional information if needed. We strive to resolve all refund requests within 2-3 business days.

4. Refund Methods and Timeframes

4.1 Refund Methods

Depending on the circumstances, we may offer:

• Full Refund: A complete refund to your original payment method
• Partial Refund: A refund for specific items that did not meet expectations
• Store Credit: Credit added to your account for future orders
• Replacement: A new delivery of the same order or specific items

4.2 Processing Timeframes

Once a refund is approved:

• Credit/Debit Card Refunds: 3-10 business days to appear on your statement (depending on your card issuer)
• Store Credits: Added to your account within 24 hours
• Replacements: Scheduled at your convenience, typically within the same day if reported promptly

Please note that while we process refunds promptly, the timing of when funds appear in your account is controlled by your payment provider and may vary.

5. Exceptions and Limitations

Refunds may not be available in the following situations:

• Requests made more than 24 hours after the order was delivered
• Personal taste preferences (e.g., "I didn't like it" without a specific quality issue)
• Self-inflicted damage to products after delivery
• Issues arising from incorrect delivery information provided by the customer
• Delivery delays caused by severe weather, natural disasters, or other circumstances beyond our control
• Special promotional items marked as "non-refundable"

For orders placed through third-party delivery platforms (e.g., UberEats, DoorDash), refund requests must be made directly through the platform used to place the order, as they have their own refund policies.

6. Gift Cards and Promotional Credits

• Gift cards and promotional credits are non-refundable and cannot be exchanged for cash
• Expired promotional credits cannot be reinstated
• Lost or stolen gift cards may be replaced with proof of purchase

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically for any updates.

8. Contact Us

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