Refund Policy

Last Updated: May 15, 2024

At Pizza Pizza Delivery, customer satisfaction is our top priority. We understand that sometimes issues arise with orders, and we are committed to resolving these matters fairly and efficiently. This Refund Policy outlines the conditions under which we offer refunds, replacements, or credits for our products and services.

1. Order Issues Eligible for Refunds or Replacements

We may provide a refund, replacement, or credit in the following situations:

• Incorrect Order: If you received items different from what you ordered
• Missing Items: If items are missing from your order
• Quality Issues: If the food quality does not meet our standards (e.g., undercooked, burnt, or otherwise not prepared properly)
• Delivery Issues: If your order arrives more than 15 minutes after the estimated delivery time (in areas where we guarantee delivery times)
• Food Safety Concerns: If you have any food safety concerns with your order
• Damaged Items: If items are damaged during delivery

2. How to Request a Refund

To request a refund or report an issue with your order, please follow these steps:

1. Contact Us Promptly: Contact our customer service team as soon as possible after receiving your order. Refund requests should be made within 24 hours of receiving your order.
2. Provide Order Details: Be prepared to provide your order number, delivery address, and a detailed description of the issue.
3. Submit Evidence (if applicable): In some cases, we may ask for photos of the order to help us understand the issue.

You can contact our customer service team through any of the following methods:

• Phone: +1 (251) 635-8553 (Available 7 days a week, 10 AM - 11 PM)
• Email: support@pizzapizzadelivery.ca
• Website: Through the contact form on our Contact Us page

3. Refund Process and Timing

Once we receive your refund request, we will:

1. Review Your Request: Our customer service team will review your request and may contact you for additional information if needed.
2. Determine Resolution: Based on the issue, we will offer one of the following resolutions:
   • Full refund to your original payment method
   • Partial refund for affected items
   • Replacement of the order or affected items
   • Store credit for a future purchase
3. Process the Refund: If a refund is approved, we will process it as follows:
   • Credit/Debit Card Payments: Refunds will be processed back to the original payment method within 3-5 business days, though it may take additional time to appear on your statement depending on your financial institution.
   • Digital Wallet Payments (e.g., Apple Pay, Google Pay): Refunds will be processed back to the original payment method within 3-5 business days.
   • Gift Card or Store Credit Payments: Refunds will be issued as store credit within 1-2 business days.

4. Non-Refundable Items and Situations

Please note that refunds may not be available in the following situations:

• Requests made more than 24 hours after receiving the order
• Personal taste preferences (if the food was prepared correctly according to the order specifications)
• Delivery delays due to severe weather conditions, natural disasters, or other circumstances beyond our control (we will notify customers in these situations)
• Incorrect delivery information provided by the customer
• Cases where the customer cannot be reached for delivery (e.g., not answering the door or phone)

5. Promotional Items and Discounts

For orders that included promotional items, discounts, or special offers:

• If a refund is issued for the entire order, the value of any promotions or discounts will be deducted from the refund amount.
• If a refund is issued for specific items, the refund will be calculated based on the actual price paid for those items after any applicable discounts.
• Free items provided as part of a promotion are not eligible for cash refunds.

6. Cancellation Policy

Order cancellations are subject to the following conditions:

• Before Preparation: Orders may be canceled for a full refund if the cancellation request is received before the restaurant begins preparing your order.
• During Preparation: Once your order has entered the preparation phase, cancellations may be subject to a partial refund or store credit.
• After Dispatch: Orders that have been dispatched for delivery generally cannot be canceled and are not eligible for a refund unless there are extenuating circumstances.

7. Repeat Refund Requests

While we strive to ensure customer satisfaction, we monitor refund patterns to maintain the integrity of our refund policy. In cases of excessive or suspicious refund requests, we reserve the right to:

• Request additional verification
• Limit future refunds to store credit only
• Decline refund requests

8. Special Circumstance Refunds

We understand that unique situations may arise. For special circumstances not covered by this policy, please contact our customer service team, and we will evaluate your request on a case-by-case basis.

9. 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. We encourage customers to review this policy periodically.

10. Contact Us

This Refund Policy was last updated on May 15, 2024.