Refund Policy

1. Introduction

At Pizza73, customer satisfaction is our priority. We understand that sometimes issues may arise with your order, and we are committed to resolving these fairly and efficiently. This Refund Policy outlines the circumstances under which we offer refunds or replacements for orders placed through our website, mobile application, by phone, or in-store.

Please read this policy carefully before placing an order with us. By placing an order, you agree to be bound by the terms of this Refund Policy.

2. Conditions for Refunds

We strive to ensure that all products we deliver meet our high quality standards. However, we recognize that occasionally you may have a valid reason to request a refund. We may offer a full or partial refund, or product replacement, in the following circumstances:

2.1 Quality Issues

If the food or drink products you receive:

• Are not of an acceptable standard (e.g., undercooked, burnt, or contaminated)
• Contain ingredients that were specifically requested to be excluded (e.g., allergens that you notified us about)
• Are significantly different from what was described or pictured on our menu

2.2 Delivery Issues

If there are problems with your delivery, such as:

• Missing items from your order
• Incorrect items delivered
• Excessive delivery delay (over 30 minutes beyond the estimated delivery time, excluding circumstances beyond our control such as severe weather or traffic conditions)
• Food delivered in a condition that makes it unsuitable for consumption (e.g., cold food that should be hot)

2.3 Technical Issues

If you experience technical issues with our ordering system that result in:

• Multiple charges for the same order
• Incorrect pricing or promotional discounts not being applied as advertised
• Orders being placed but not received by our system, resulting in no food being prepared or delivered

3. Refund Request Procedure

If you encounter any issues with your order that qualify for a refund under this policy, please follow these steps:

3.1 Timeframe for Requests

Refund requests should be submitted as soon as possible, preferably within:

• 1 hour of receiving your delivery order
• 30 minutes of collecting your pickup order
• 24 hours for billing or technical issues

We may consider requests made after these timeframes on a case-by-case basis.

3.2 How to Submit a Refund Request

You can request a refund through the following channels:

• Phone: Call our customer service at +44 3432 398280
• Email: Send details of your order and the issue to [email protected]
• In-Store: Visit the location where you placed your order and speak with a manager
• Online: Use the "Contact Us" form on our website or in our mobile app

3.3 Information Required

When submitting a refund request, please provide the following information:

• Order number or receipt
• Date and time of order
• Location from which you ordered (for multiple location chains)
• Description of the issue
• Photos of the product (if applicable and available)
• Your contact information

4. Refund Processing

4.1 Assessment Process

Upon receiving your refund request, we will:

• Review the details of your order
• Investigate the issue reported
• Contact you for additional information if necessary
• Make a decision regarding your refund request

We aim to resolve all refund requests fairly and promptly.

4.2 Types of Resolutions

Depending on the nature and severity of the issue, we may offer:

• Full Refund: Return of the entire order amount to your original payment method
• Partial Refund: Return of a portion of the order amount for specific affected items
• Replacement: Redelivery of the correct or replacement items
• Store Credit: Credit added to your account for use on future orders
• Promotional Voucher: Discount or free item on a future order

The type of resolution offered will be at the discretion of Pizza73 management, taking into account the specific circumstances of each case.

4.3 Timeframe for Processing

We aim to process all refund requests within:

• 24-48 hours for the decision on whether a refund will be provided
• 3-5 business days for the refund to be processed to your original payment method (timing may vary depending on your payment provider)

5. Exceptions and Limitations

5.1 Non-Refundable Situations

Refunds may not be available in the following circumstances:

• Personal preference or change of mind about an accurately delivered order
• Orders that have been consumed in full or substantial part
• Claims made outside of the specified timeframes without reasonable justification
• Issues resulting from incorrect information provided by the customer (e.g., wrong delivery address)
• Minor deviations in appearance from menu images that do not affect quality or taste
• Delivery delays caused by factors beyond our control (e.g., extreme weather conditions, traffic accidents, incorrect contact information)

5.2 Special Promotions and Discounts

Orders placed using promotional codes, vouchers, or special offers may be subject to additional terms and conditions regarding refunds. These will be specified in the terms of the specific promotion.

5.3 Gift Cards and Store Credit

Purchases made using gift cards or store credit will be refunded as store credit rather than cash, regardless of the original payment method of the gift card.

6. Payment Method Specific Policies

6.1 Credit/Debit Card Refunds

Refunds to credit or debit cards will be processed back to the original card used for purchase. The time it takes for the refund to appear in your account depends on your card issuer's policies, typically 3-10 business days.

6.2 Cash Refunds

For orders paid in cash, refunds will be processed:

• In cash if you visit the store in person with your receipt
• As store credit if you cannot visit the store or do not have a receipt

6.3 Third-Party Payment Services

For orders placed and paid through third-party delivery or payment services (e.g., PayPal, food delivery apps), refund policies may be subject to the terms of those services. In such cases, we will work with the third-party service to process your refund according to their procedures.

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. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

8. Contact Information

If you have any questions about this Refund Policy or would like to make a refund request, please contact us at:

Pizza73
Studio 43 Brown Rapid
Carterhaven PE21 8PT
United Kingdom

Email: [email protected]
Phone: +44 3432 398280
Hours: Monday to Sunday, 11:00 - 23:00