1. Introduction
At Pizzaiolo, customer satisfaction is our top priority. We understand that sometimes orders may not meet your expectations. 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. This policy applies to all orders placed through our website, mobile application, by phone, or in person at our locations.
2. Conditions for Refunds
We are committed to delivering high-quality food and excellent service. We will consider issuing a refund in the following situations:
2.1 Quality Issues
- The food delivered was significantly different from what was ordered
- The food was of unacceptable quality (e.g., undercooked, burnt, spoiled)
- Foreign objects were found in the food
- Allergic reactions occurred due to ingredients not disclosed or incorrect information provided
2.2 Delivery Issues
- The order was delivered to the wrong address (provided our records show the correct address was given)
- The order was delivered more than 30 minutes later than the estimated delivery time (unless due to circumstances outside our control, such as severe weather conditions or provided delivery estimates for peak times)
- The order was incomplete or items were missing
- The order was damaged during transit
2.3 Service Issues
- You were charged multiple times for the same order
- You were charged for an order that was never delivered
- You were charged an incorrect amount (higher than the advertised price)
3. How to Request a Refund
If you experience any of the issues outlined above, please follow these steps to request a refund:
3.1 Immediate Reporting
To ensure prompt resolution, please report any issues as soon as possible after receiving your order. For best results, please contact us within 24 hours of order delivery.
3.2 Contact Methods
You can request a refund through the following channels:
- Phone: Call our customer service team at +442719461422 during business hours (9am-10pm daily)
- Email: Send your refund request to [email protected]
- Online Form: Complete the refund request form on our website
- In Person: Visit the Pizzaiolo location where you placed your order
3.3 Information Required
To process your refund request efficiently, please provide the following information:
- Order number or receipt
- Date and time of order
- Description of the issue
- Photos of the problem (if applicable and available)
- Your contact information
- Your preferred refund method
4. Refund Process
4.1 Review Period
Once we receive your refund request, our customer service team will review it within 1-2 business days. We may contact you for additional information if needed to process your request.
4.2 Refund Options
If your refund request is approved, we offer the following options:
- Full Refund: A complete refund of the order amount
- Partial Refund: A refund for specific items that were problematic
- Store Credit: Credit added to your Pizzaiolo account for future orders (often with additional bonus value)
- Replacement: Delivery of replacement items for those that were unsatisfactory
4.3 Refund Method
Refunds will be processed using the original payment method used for the purchase:
- Credit/debit card refunds typically appear on your statement within 5-10 business days, depending on your card issuer
- Digital wallet refunds (e.g., Apple Pay, Google Pay) typically process within 3-5 business days
- Cash refunds are available only for in-store purchases and can be obtained by visiting the original location with your receipt
5. Processing Time
We strive to process all approved refunds promptly:
- Refund requests are typically reviewed within 1-2 business days
- Once approved, refunds are initiated within 1 business day
- The time for the refund to appear in your account depends on your payment provider:
- Credit/debit cards: 5-10 business days
- Digital wallets: 3-5 business days
- Store credit: Immediate
During peak periods or holidays, processing times may be slightly longer.
6. Exceptions and Limitations
6.1 Non-Refundable Situations
Refunds may not be available in the following situations:
- The request is made more than 24 hours after delivery
- The majority of the order has been consumed
- Personal taste preferences (e.g., "too spicy" for an item clearly marked as spicy)
- Delivery delays caused by circumstances beyond our control (severe weather, natural disasters, major traffic incidents)
- Incorrect delivery information provided by the customer
- Special or customized orders that were prepared according to specifications
6.2 Promotional Items and Discounts
For orders that included promotional items or discounts:
- Free or promotional items are not eligible for cash refunds
- For discounted items, refunds will be based on the actual amount paid
- If a refund affects order requirements for applied discounts (e.g., minimum order value), the discount may be recalculated
7. Repeated Refund Requests
We monitor refund patterns to ensure fair use of our policy:
- Customers with an unusually high number of refund requests may be subject to additional review
- In cases of suspected policy abuse, we reserve the right to deny refund requests
- Fraudulent refund claims may result in account suspension and legal action
8. Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes indicates your acceptance of the new policy.
9. Contact Information
If you have any questions about our Refund Policy, please contact our customer service team:
Pizzaiolo Customer Support
Studio 21 Andrew Villages
Rebeccamouth KY10 3RL
Email: [email protected]
Phone: +442719461422
Our customer service team is available 7 days a week from 9am to 10pm EST.
