Refund Policy

1. Introduction

At Pizza 73, customer satisfaction is our top priority. We understand that sometimes issues arise with orders, and we are committed to addressing these situations fairly and promptly. This Refund Policy outlines the circumstances under which we provide refunds, the process for requesting a refund, and other important information regarding our refund procedures.

By placing an order with Pizza 73, you agree to the terms of this Refund Policy. This policy applies to all orders placed through our website, mobile application, by phone, or in person at our locations.

2. Refund Eligibility

We may provide a refund or other appropriate remedy in the following situations:

2.1 Quality Issues

• Food quality does not meet our standards
• Order is missing items that were paid for
• Order contains incorrect items
• Food temperature is not satisfactory (cold upon delivery when it should be hot)

2.2 Delivery Issues

• Order not delivered (lost by delivery driver)
• Excessive delivery delay (beyond our quoted delivery time estimate by more than 30 minutes)
• Damaged products due to improper handling during delivery

2.3 Technical or System Errors

• Double charging or other payment processing errors
• System errors resulting in order processing issues

To be eligible for a refund, you must report the issue within 24 hours of receiving your order or attempted delivery.

3. Refund Options

Depending on the circumstances, we may offer one or more of the following remedies:

• Full Refund: Return of the entire payment amount to your original payment method
• Partial Refund: Return of a portion of the payment amount (e.g., for specific items that were problematic)
• Replacement: Delivery of a new order to replace the problematic items
• Store Credit: Credit added to your Pizza 73 account for use on future orders
• Discount Coupon: A coupon code for a discount on a future order

The type of remedy offered will depend on the nature and severity of the issue, as determined by our customer service team.

4. How to Request a Refund

To request a refund or other remedy, please follow these steps:

4.1 Contact Methods

• Phone: Call our Customer Service at +44 344 535 4015
• Email: Send details to [email protected]
• Website: Submit a refund request through the "Contact Us" form on our website
• Mobile App: Report an issue with your order through the "Order History" section of our mobile app
• In-Person: Visit the Pizza 73 location where you placed your order

4.2 Information Required

When requesting a refund, please provide the following information:

• Order number or confirmation code
• Date and time of order
• Location or delivery address
• Description of the issue
• Photos of the problem (if applicable and available)
• Your preferred remedy (refund, replacement, etc.)
• Contact information

The more information you provide, the faster we can process your request.

5. Refund Processing Times

We strive to process all refund requests promptly:

• We will acknowledge your refund request within 24 hours of receipt
• Most refund decisions are made within 1-3 business days
• Once approved, refunds to credit cards typically take 3-5 business days to appear on your statement, depending on your financial institution
• Refunds to debit cards may take 5-10 business days to process
• Store credits and discount coupons are typically issued immediately upon approval
• Replacement orders are typically dispatched within 60 minutes of approval

6. Exceptions and Limitations

While we strive to ensure customer satisfaction, there are certain situations where refunds may not be available:

• Requests made more than 24 hours after order delivery or attempted delivery
• Issues resulting from customer errors in ordering (e.g., selecting incorrect toppings or address)
• Subjective taste preferences when the product meets our quality standards
• Minor delays in delivery time (less than 30 minutes beyond estimated delivery time)
• Delivery issues caused by incorrect or incomplete address information provided by the customer
• Issues with orders placed during extreme weather conditions when delivery warnings were in place
• Promotional items, free items, or items purchased with rewards points may be subject to different refund terms

Each refund request is evaluated on a case-by-case basis, and we reserve the right to make the final decision regarding refund eligibility and the type of remedy offered.

7. Special Promotions and Discounted Items

Orders placed using special promotions, discounts, or coupons are subject to the following additional terms:

• For BOGO (Buy One Get One) offers or similar promotions, refunds will be calculated based on the actual amount paid, not the regular price of the items
• Promotional free items are not eligible for cash refunds but may be replaced if defective
• When a partial refund is issued for an order that used a discount code, the refund will be calculated proportionally based on the discounted price

8. Large Orders and Catering

For large orders (typically orders over $100) and catering orders, special refund terms may apply:

• Catering orders must be reported within 2 hours of delivery to be eligible for refunds or replacements
• Pre-ordered catering that is canceled less than 24 hours before the scheduled delivery time may be subject to a cancellation fee
• For large orders, we may send a representative to verify reported issues before processing significant refunds

9. Repeated Refund Requests

While we value our customers and strive to make every experience positive, we monitor refund patterns to ensure the fair use of our refund policy:

• Accounts with an unusual pattern of refund requests may be flagged for review
• We reserve the right to limit or decline refunds to customers who abuse our refund policy
• In cases of suspected fraudulent refund requests, we may suspend or terminate the customer's account

10. Our Quality Guarantee

Pizza 73 stands behind the quality of our products. If you're not satisfied with your order for any reason, we want to make it right. Our goal is to ensure every customer has an excellent experience with Pizza 73.

11. Changes to This Policy

We may update this Refund Policy from time to time. The most current version will always be posted on our website with the effective date listed at the top. We encourage you to review this policy periodically to stay informed about our refund procedures.

12. Contact Information

If you have any questions about our Refund Policy, please contact our Customer Service team: