Refund Policy

Last Updated: May 15, 2024

At PIZZAPIZZA, our goal is to provide you with the highest quality food and dining experience. We understand that sometimes issues may arise, and we are committed to addressing them fairly and promptly.

This Refund Policy outlines our procedures for refunds, replacements, and handling customer dissatisfaction with our products and services.

1. In-Restaurant Dining

If you are dining in our restaurant and are not satisfied with your meal or service, we encourage you to inform your server or a manager immediately so we can address the issue while you are still at the restaurant.

1.1 Food Quality or Preparation Issues

If your food is not prepared according to your order specifications, is of unsatisfactory quality, or does not meet our standards:

• We will gladly replace the item at no additional cost
• If a replacement is not desired, we will remove the item from your bill
• In cases of serious quality issues affecting your entire meal, we may provide a full refund or offer a complimentary future dining experience

1.2 Service Issues

If you experience unsatisfactory service:

• Please bring this to the attention of a manager so we can address it immediately
• Depending on the nature and severity of the service issue, we may offer a partial refund, complimentary items, or a discount on a future visit

2. Takeout and Delivery Orders

2.1 Incorrect or Missing Items

If your takeout or delivery order is incorrect or missing items:

• Please contact us within 1 hour of receiving your order
• We will arrange for the correct or missing item to be delivered to you as soon as possible
• Alternatively, we can issue a credit or refund for the incorrect or missing items

2.2 Food Quality Issues

If you are not satisfied with the quality of your takeout or delivery order:

• Please contact us within 1 hour of receiving your order
• Take photos of the issue when possible to help us improve our processes
• We may arrange for a replacement, issue a refund, or offer credit for a future order

2.3 Late Delivery

For delivery orders that arrive significantly later than the estimated delivery time:

• If delivery is more than 30 minutes past our quoted delivery time, you may be eligible for a partial refund or credit toward a future order
• If delivery is extremely delayed (over 60 minutes past the quoted time) without communication, you may be eligible for a full refund

3. Online Orders

For orders placed through our website or mobile app:

• If you are charged for an order but do not receive an order confirmation, please contact us immediately
• In the event of a technical issue that results in a duplicate charge, we will refund the duplicate amount as soon as we confirm the error
• Refunds for online orders will be processed back to the original payment method

4. Pre-Paid Events and Catering

4.1 Cancellation by Customer

For pre-paid catering orders or private events:

• Cancellations made 7 or more days prior to the event date: Full refund minus a 10% administrative fee
• Cancellations made 3-6 days prior to the event date: 50% refund
• Cancellations made less than 3 days prior to the event date: No refund

4.2 Modifications

For modifications to pre-paid catering orders:

• Increases in order size are subject to availability
• Decreases in order size follow the same schedule as cancellations

4.3 Cancellation by PIZZAPIZZA

In the rare event that we must cancel a catering order or event due to unforeseen circumstances:

• We will provide a full refund of all amounts paid
• When possible, we will offer to reschedule the event

5. Gift Cards

Gift cards issued by PIZZAPIZZA:

• Cannot be redeemed for cash unless required by law
• Cannot be returned for a refund once purchased
• Have no expiration date and are not subject to fees
• If a gift card is purchased but not received, we will replace it after verification

7. Refund Processing

If a refund is approved:

• Credit card refunds will be processed within 3-5 business days, though it may take your financial institution longer to reflect the refund in your account
• Cash refunds for in-restaurant purchases will be provided immediately
• Store credit or gift cards may be issued immediately

We will notify you once your refund has been processed.

8. Exceptions

While we strive to ensure customer satisfaction, some limitations to our refund policy apply:

• Refund requests made more than 24 hours after purchase may be declined or limited to store credit
• Customized orders that were prepared as requested may not be eligible for a full refund
• Promotional items or complimentary products are not eligible for refunds
• We reserve the right to limit or refuse refunds to customers who have established a pattern of excessive complaints or refund requests

9. Our Commitment to Satisfaction

At PIZZAPIZZA, we stand behind the quality of our products and services. Our goal is to ensure that every customer has an exceptional experience. If you are not satisfied for any reason, we want to hear from you and make it right.

We review all feedback seriously and use it to continuously improve our offerings and service.

11. 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 of this policy.

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.