1. Customer Satisfaction Guarantee
At Pizzaiolo, we pride ourselves on providing high-quality food and excellent service. Your satisfaction is our priority, and we stand behind the quality of every product we deliver. If you're not completely satisfied with your order, we want to make it right.
Our commitment to you is simple: If your order doesn't meet your expectations, we'll either replace it or refund your money. That's our Pizzaiolo Promise.
2. Refund Eligibility
You may be eligible for a refund or credit in the following situations:
- Quality Issues: If your food arrives in an unsatisfactory condition (e.g., cold, incorrect toppings, damaged during delivery)
- Delivery Issues: If your order is significantly delayed (over 30 minutes beyond our estimated delivery time) without prior notice
- Missing Items: If items are missing from your order
- Order Errors: If you receive incorrect items that don't match your order
- Service Issues: If you experience exceptional problems with customer service
To be eligible for a refund, you must report the issue within a reasonable timeframe, typically within 24 hours of receiving your order.
3. Refund Options
Depending on the circumstances and your preference, we offer the following resolution options:
- Full Refund: A complete refund of your order amount back to your original payment method
- Partial Refund: A refund for specific items that were unsatisfactory
- Store Credit: Credit to your Pizzaiolo account for use on future orders (sometimes with bonus value added)
- Replacement: Delivery of a new order to replace the unsatisfactory items
The appropriate resolution will be determined based on the specific situation, but we'll always work with you to find the best solution.
4. How to Request a Refund
If you're not satisfied with your order, please follow these steps to request a refund:
- Contact Us Promptly: Reach out to us as soon as possible after receiving your order
- Provide Order Details: Be ready to provide your order number, delivery address, and the date and time of your order
- Explain the Issue: Clearly describe what went wrong with your order
- Include Photos (if applicable): If possible, include photos showing any quality issues with your order
You can request a refund through the following channels:
- Phone: Call our customer service at +446747829145
- Email: Send details to [email protected]
- Website: Submit a refund request through the "Contact Us" form on our website
- In-App: If you ordered through our mobile app, you can report an issue directly through the app
5. Refund Processing Time
We strive to process all refund requests promptly. Here's what you can expect:
- Initial Response: We'll acknowledge your request within 24 hours
- Review Period: Most refund requests are reviewed and resolved within 1-3 business days
- Refund Processing: Once approved, refunds will be processed according to the following timeline:
- Credit/Debit Card Refunds: 3-5 business days to appear on your statement (depending on your bank)
- Store Credit: Applied to your account immediately upon approval
- Replacement Orders: Typically delivered within our standard delivery timeframe
For complex cases that require additional investigation, the process may take longer. We'll keep you informed if there are any delays.
6. Exceptions and Limitations
While we aim to provide the best possible customer experience, there are certain situations where refunds may be limited or not available:
- Late Reporting: Issues reported more than 24 hours after delivery
- Customer Error: Incorrect delivery information provided by the customer
- Customized Orders: Special requests that were made and fulfilled according to specifications
- Acts Beyond Our Control: Severe weather conditions, natural disasters, or other events outside our control that affect delivery
- Promotional Items: Free or promotional items may not be eligible for cash refunds
- Repeat Claims: Multiple or frequent refund requests from the same customer may be subject to review
Each situation is evaluated on a case-by-case basis, and we reserve the right to limit or deny refunds if we suspect abuse of our refund policy.
7. Special Circumstances
7.1 Pre-Ordered Items
For pre-ordered items (orders placed more than 24 hours in advance), cancellations with full refunds are available up to 4 hours before the scheduled delivery time. Cancellations made less than 4 hours before delivery may be subject to a partial refund or store credit.
7.2 Catering Orders
Catering orders have specific cancellation and refund policies:
- Cancellations made 48+ hours before the scheduled delivery: Full refund
- Cancellations made 24-48 hours before: 75% refund
- Cancellations made 12-24 hours before: 50% refund
- Cancellations made less than 12 hours before: No refund (except in emergency situations)
7.3 Gift Cards
Gift cards are non-refundable once purchased but have no expiration date and can be used for any future order.
8. Changes to This Policy
We may update our Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date at the top of this policy.
You are advised to review this Refund Policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page.
9. Contact Us
If you have any questions about our Refund Policy, please contact us:
Our customer service team is committed to resolving any issues as quickly and fairly as possible.
