Refund Policy

Our Commitment to Your Satisfaction

Introduction

At Pizzaiolo, we are committed to ensuring your complete satisfaction with our products and services. This Refund Policy outlines the conditions under which we offer refunds, replacements, or credits for orders placed through our website or by phone.

Please read this policy carefully to understand our procedures and your options if you are not completely satisfied with your purchase.

Last updated: July 30, 2024

Customer Satisfaction Guarantee

Your satisfaction is our top priority. If you are not completely satisfied with your order, we want to make it right. Our quality guarantee states:

"Not satisfied? We'll remake your order or give you a full refund."

This guarantee reflects our commitment to providing high-quality food and excellent service.

Eligibility for Refunds or Replacements

You may be eligible for a refund, replacement, or credit in the following situations:

1. Quality Issues

If your order does not meet our quality standards, such as:

  • The food is cold upon delivery (when it should be hot)
  • The food is undercooked or overcooked
  • The order contains incorrect items or is missing items
  • The food does not match the description on our menu
  • There are foreign objects in the food

2. Delivery Issues

If there are problems with the delivery of your order, such as:

  • Excessive delivery delay (more than 30 minutes beyond the estimated delivery time)
  • Damaged food due to improper handling during delivery
  • Order never delivered despite being charged

3. Technical Issues

If you experience technical issues with our website or payment processing that result in:

  • Multiple charges for the same order
  • Incorrect amount charged
  • Order not being processed despite payment being taken

Refund Process

How to Request a Refund

If you are not satisfied with your order and wish to request a refund, replacement, or credit, please contact us as soon as possible through one of the following methods:

  • Phone: Call our customer service at +1 (334) 407-9133
  • Email: Send details to [email protected]
  • Contact Form: Use the contact form on our website

To help us process your request efficiently, please provide:

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

Timeframe for Refund Requests

For the most efficient service, please report any issues:

  • Quality and Delivery Issues: Within 2 hours of receiving your order
  • Technical Issues: Within 24 hours of the order being placed

While we may still consider requests made after these timeframes, immediate reporting helps us better verify and address the issue.

Refund Options

Depending on the situation and your preference, we offer the following resolution options:

  • Replacement: We'll remake and deliver your order as soon as possible
  • Full Refund: The full order amount will be refunded to your original payment method
  • Partial Refund: A refund for specific items that did not meet expectations
  • Store Credit: Credit to your account for use on future orders, sometimes with additional bonus value

Refund Processing Time

Once we approve your refund request, the processing time depends on your payment method:

  • Credit/Debit Cards: 5-10 business days (depending on your bank)
  • PayPal: 3-5 business days
  • Store Credit: Immediately applied to your account

Please note that while we process refunds promptly on our end, the timing of when the refund appears in your account is determined by your financial institution.

Order Cancellation Policy

Cancellation Before Preparation

If you need to cancel your order before it has entered the preparation stage:

  • You can cancel through your account on our website
  • You can call our customer service at +1 (334) 407-9133
  • A full refund will be processed

Cancellation During Preparation

If your order has entered the preparation stage:

  • Cancellation may not be possible as food preparation has begun
  • In some cases, a partial refund or store credit may be offered at our discretion

Cancellation After Dispatch

Once your order has been dispatched for delivery:

  • Cancellations are generally not accepted
  • You will be charged the full amount for the order
  • In exceptional circumstances, we may offer store credit at our discretion

Special Promotions and Discount Codes

For orders placed using special promotions, discount codes, or gift cards:

  • Refunds will be issued in accordance with the terms of the promotion
  • In most cases, the discounted amount (what you actually paid) will be refunded
  • One-time use promotion codes cannot be reinstated or reused
  • For orders paid partially with gift cards, the gift card portion will be refunded as store credit

Our "30-Minute Delivery" Promise

We strive to deliver your order within 30 minutes of the estimated delivery time. If your delivery is more than 30 minutes late:

  • You may be eligible for a partial refund or store credit
  • In some cases, your next pizza might be free (specific conditions apply)

Please note: This promise may be voided in circumstances beyond our control, such as extreme weather conditions, major traffic incidents, or incorrect address information provided by the customer.

Non-Refundable Items and Situations

The following items and situations are generally not eligible for refunds:

  • Personal taste preferences when the food is properly prepared (e.g., "too spicy" when ordering a spicy item)
  • Orders that have been consumed (except in cases of food safety issues)
  • Delivery delays due to incorrect address information provided by the customer
  • Refused deliveries without valid reason
  • Delivery fees (except in cases of excessive delay or non-delivery)

Exceptions and Special Considerations

We understand that special circumstances may arise. In the following situations, please contact our customer service team directly to discuss your specific case:

  • Large catering orders
  • Allergic reactions or food safety concerns
  • Repeated issues with orders
  • Any situation not covered by this policy

We will work with you to find an appropriate resolution.

Fraudulent Claims

Pizzaiolo takes fraudulent refund claims seriously. We reserve the right to:

  • Refuse refund requests if we suspect fraudulent activity
  • Block accounts with a pattern of suspicious refund claims
  • Take legal action in cases of proven fraud

Our goal is to maintain a fair policy for all our customers while preventing abuse of our generous refund terms.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated version will be effective as of the date stated at the beginning of this Policy. We encourage you to review this Refund Policy periodically.

Contact Us

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

Pizzaiolo
85503 Pagac Hill Suite 238
New Alene, ON P0P7S6
Canada

Email: [email protected]
Phone: +1 (334) 407-9133

Our customer service team is available to assist you:

Monday - Thursday: 11:00 AM - 10:00 PM
Friday - Saturday: 11:00 AM - 11:00 PM
Sunday: 12:00 PM - 9:00 PM