Refund Policy

1. Introduction

At Apache Pizza, customer satisfaction is our top priority. We understand that sometimes there might be issues with your order, and we want to ensure that every experience with us is positive. This Refund Policy outlines the procedures and conditions for refunds and replacements for orders placed through our website, mobile app, or over the phone.

By placing an order with Apache Pizza, you agree to the terms of this Refund Policy. Please read it carefully.

2. Quality Commitment

We take pride in the quality of our products and services. All our pizzas are made fresh to order with premium ingredients. Our commitment to quality includes:

• Using fresh, high-quality ingredients
• Following strict food safety protocols
• Properly training our staff
• Maintaining cleanliness throughout our facilities
• Regular quality checks on all products

If you feel that the quality of your order does not meet our standards, we want to know about it so we can make it right.

3. Refund Eligibility

We will consider providing refunds or replacements in the following circumstances:

3.1 Late Delivery

If your delivery is significantly later than the estimated delivery time provided at checkout (more than 30 minutes late) and we were not able to inform you of the delay in advance, you may be eligible for a full or partial refund.

3.2 Incorrect Order

If you receive an incorrect item, topping, or size that does not match what you ordered, you may be eligible for a replacement or refund.

3.3 Quality Issues

If you are not satisfied with the quality of your order (e.g., undercooked, overcooked, or otherwise not prepared to our usual standards), you may be eligible for a replacement or refund.

3.4 Missing Items

If items are missing from your order, you may be eligible for a refund for those specific items or a replacement delivery.

3.5 Food Safety Concerns

If you have any food safety concerns with your order, please contact us immediately. Such situations will be handled with the highest priority.

4. Refund Request Process

4.1 Time Frame

To be eligible for a refund or replacement, you must contact us within 24 hours of receiving your order.

4.2 How to Request a Refund

You can request a refund in the following ways:

• Phone: Call the store where you placed your order directly. The store phone number is provided on your order confirmation.
• Customer Service: Call our customer service line at +44 875 732 5494.
• Email: Send an email to [email protected] with your order details and reason for the refund request.
• In-Person: Visit the store where you placed your order with your receipt or order confirmation.

4.3 Information Required

When requesting a refund, please provide the following information:

• Order number or reference
• Date and time of order
• Delivery address or pickup location
• Details of the issue
• Photos of the order (if applicable and possible)

4.4 Assessment

Each refund request will be assessed on a case-by-case basis. We may need additional information to process your request, and in some cases, we may need to conduct an internal investigation regarding your order.

5. Refund Options

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

5.1 Full Refund

A complete refund of the order value, including delivery charges if applicable.

5.2 Partial Refund

A refund for the affected items only.

5.3 Replacement

A replacement of the incorrect, missing, or substandard items.

5.4 Store Credit

Store credit or a voucher for future orders.

5.5 Delivery Fee Waiver

Waiving the delivery fee for the current or future orders.

6. Refund Processing

6.1 Approval

Once your refund request is approved, we will inform you of the solution we're offering.

6.2 Payment Method

Refunds will be processed using the same payment method used for the original purchase:

• Credit/Debit Cards: Refunds will be issued to the card used for purchase. Please note that it may take 5-10 business days for the refund to appear on your statement, depending on your card issuer.
• Online Payment Services: Refunds for payments made through services like PayPal will be processed through the same service.
• Cash: For orders paid in cash, refunds may be issued as store credit or by another method as agreed upon.

6.3 Confirmation

You will receive confirmation once your refund has been processed.

7. Non-Refundable Situations

Refunds may not be available in the following situations:

• Requests made more than 24 hours after receiving the order
• Changes in mind or flavor preference after the order has been prepared
• Self-collected orders that have been checked and accepted at the time of pickup
• Orders where the reported issue cannot be verified despite reasonable investigation
• Cases where the customer has consumed a significant portion of the order before reporting an issue (unless there are safety concerns)

8. Special Promotions and Discounts

Orders placed using special promotions, discounts, or vouchers may be subject to additional terms and conditions regarding refunds. These terms will be specified in the promotion details.

9. Cancellation Policy

9.1 Cancellation Window

You may cancel your order without charge if the cancellation is made before your order enters the preparation phase. Once preparation has begun, cancellation may not be possible.

9.2 How to Cancel

To cancel an order, please call the store directly as soon as possible. The store phone number is provided in your order confirmation.

9.3 Refund for Cancelled Orders

If payment has already been processed for an order that is successfully cancelled, a full refund will be issued using the same payment method used for the original purchase. Processing time for refunds may vary depending on your payment provider.

10. Customer Satisfaction Guarantee

We stand behind the quality of our products and are committed to ensuring your satisfaction. If you're not completely satisfied with your Apache Pizza experience for any reason, please let us know so we can make it right.

11. 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 you to review this Refund Policy periodically for any changes.

12. Contact Us

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

Apache Pizza
Flat 32z Isabelle Greens
Russellhaven, M20 1BT
Ireland
Email: [email protected]
Phone: +44 875 732 5494

Our customer service team is available to assist you 7 days a week from 11:00 AM to 11:00 PM.

Thank you for choosing Apache Pizza. We appreciate your business and are committed to providing you with the best possible pizza experience.