Refund Policy

Last Updated: April 1, 2024

1. Introduction

At Apache Pizza, we are committed to ensuring your satisfaction with every order. This Refund Policy outlines our procedures for refunds, replacements, and resolution of issues with your orders.

We understand that sometimes things don't go as expected, and we want to make it right. This policy explains how we handle situations where you might not be fully satisfied with your order, and what steps you can take to seek resolution.

2. Conditions for Refunds and Replacements

2.1 Valid Reasons for Refund or Replacement

We will consider refund or replacement requests for the following reasons:

  • Incorrect items delivered (different from what was ordered)
  • Missing items from your order
  • Food quality issues (e.g., undercooked, contaminated, or spoiled)
  • Delivery issues (e.g., excessively late delivery beyond our quoted delivery time estimates)
  • Order never delivered despite being marked as delivered

2.2 Timing of Complaints

To be eligible for a refund or replacement:

  • For issues with food quality, incorrect items, or missing items: Contact us within 1 hour of delivery or pickup
  • For delivery issues: Contact us on the same day of the scheduled delivery

Complaints made outside these timeframes may be considered on a case-by-case basis.

2.3 Evidence Requirements

To help us process your refund or replacement request efficiently, we may ask for:

  • Photos or videos showing the issue with your order
  • Your order number or receipt
  • Details about the specific issue

3. Refund and Replacement Process

3.1 How to Request a Refund or Replacement

If you experience an issue with your order, please contact us through one of these methods:

  • Phone: Call our customer service team at +447324874819 (fastest method)
  • Email: Send details to [email protected]
  • Online: Submit a complaint through our Contact form on the Website

3.2 Resolution Options

Depending on the nature of your issue, we may offer:

  • Full refund: Return of the entire payment amount to your original payment method
  • Partial refund: Return of a portion of the payment for specific items that were problematic
  • Replacement: Delivery of replacement items for those that were problematic
  • Store credit: Credit to your account for use on future orders

We will work with you to determine the most appropriate resolution based on the specific circumstances.

3.3 Timeframe for Processing Refunds

If a refund is approved:

  • We will process the refund within 3-5 business days
  • Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your card issuer
  • Store credits will be applied to your account immediately

4. Non-Refundable Situations

Refunds or replacements may not be available in the following situations:

  • Personal taste preferences (e.g., you didn't enjoy the flavor of a particular pizza) that don't indicate a quality issue
  • Complaints made after the specified timeframes without reasonable explanation for the delay
  • Incorrect delivery address provided by the customer
  • Customer unavailable to receive the delivery after multiple attempts to contact
  • Orders where the issue cannot be verified or appears inconsistent with our records
  • Repeated claims that suggest potential abuse of our refund policy

5. Special Order Considerations

5.1 Pre-ordered Items

For orders placed in advance for a specific date and time:

  • Cancellations made more than 24 hours before the scheduled time are eligible for a full refund
  • Cancellations made within 24 hours of the scheduled time may receive a partial refund or store credit
  • Cancellations after food preparation has begun may not be eligible for a refund

5.2 Large Orders

For large orders (typically 10 or more pizzas or €150+):

  • Special cancellation policies may apply and will be communicated at the time of order
  • A non-refundable deposit may be required
  • Changes or cancellations may require advance notice of 24-48 hours

6. Payment Method-Specific Considerations

6.1 Credit/Debit Card Payments

Refunds will be processed to the same credit or debit card used for the original purchase. The time it takes for the refund to appear in your account depends on your card issuer's policies and typically ranges from 5-10 business days.

6.2 PayPal Payments

PayPal refunds are typically processed within 1-3 business days. Once processed, the funds will be returned to your PayPal account.

6.3 Cash Payments

For orders paid in cash:

  • We may require you to visit the store to receive your cash refund
  • Alternatively, we can issue store credit to your account
  • In some cases, we may offer to process a refund to a bank account or credit card of your choice

7. Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a Customer Satisfaction Guarantee. If you're ever not completely satisfied with any aspect of your Apache Pizza experience, please let us know, and we will work to make it right.

Our primary goal is your satisfaction. Even in cases where a refund may not be warranted under the strict terms of this policy, we may still offer a goodwill gesture such as a discount on a future order or a complimentary item with your next purchase.

8. Repeated Refund Requests

We monitor refund patterns to ensure the fair use of our refund policy. If we observe:

  • Frequent refund requests from the same customer
  • Patterns that suggest potential abuse of our refund policy
  • Inconsistencies in the issues reported

We reserve the right to:

  • Request additional verification for future refund claims
  • Limit refund options to replacements or store credit only
  • Decline future orders or refund requests in extreme cases

9. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer. Depending on your location, you may have certain legal rights regarding refunds and product quality that cannot be limited by this policy.

In the European Union and UK, consumers have certain rights under consumer protection laws, including the right to a refund, repair, or replacement if goods are faulty or not as described.

10. 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.

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.

11. Contact Us

If you have any questions about our Refund Policy, please contact us: