Refund Policy

1. Order Satisfaction Guarantee

We take great pride in the quality and freshness of our artisanal pizzas. If you are not completely satisfied with your order for any reason, please contact us immediately. We will do our best to make it right.

Our satisfaction guarantee applies under the following conditions:

• The order was not prepared according to your specifications
• The quality of the food did not meet our standards
• The order was damaged during delivery
• Items were missing from your order
• The order was not delivered within a reasonable time frame (allowing for circumstances beyond our control)

2. Refund Options

Depending on the nature of your concern, we may offer one of the following remedies:

• Full Refund: A complete refund of your order amount to the original payment method
• Partial Refund: A refund for specific items that did not meet your expectations
• Replacement: A replacement of the affected items
• Store Credit: Credit to your PIZZAPIZZA account for future purchases
• Discount: A discount on your next order

The appropriate remedy will be determined based on the specific circumstances and in consultation with you.

3. How to Request a Refund

If you are not satisfied with your order, please follow these steps to request a refund:

1. Contact us promptly: Notify us of your issue within 24 hours of receiving your order
2. Provide order details: Include your order number, date, and specific items in question
3. Describe the issue: Clearly explain why you are dissatisfied
4. Include photos if applicable: Visual evidence helps us better understand the issue

You can contact us through any of the following methods:

• Phone: +1 (724) 468-3285
• Email: refunds@pizapiza.org
• Contact Form: Available on our Contact page

4. Processing Time for Refunds

Once your refund request is approved:

• Credit/Debit Card refunds typically appear on your statement within 5-10 business days, depending on your financial institution
• Store credits are applied to your account immediately
• Replacement orders will be processed as soon as possible

We will notify you via email when your refund has been processed.

5. Order Cancellations

5.1 Before Preparation

Orders can be canceled for a full refund before they enter the preparation phase. To cancel an order, please contact us immediately after placing your order. We will make every effort to process your cancellation request, but please note that our kitchen begins preparing orders promptly after they are received.

5.2 During Preparation or After Dispatch

Once an order has entered the preparation phase or has been dispatched for delivery, cancellation with a full refund is not typically possible. However, we understand that circumstances may arise, and we will assess each situation individually.

6. Special Orders and Catering

For large catering orders or custom/special orders:

• Cancellations made more than 24 hours before the scheduled delivery or pickup time will receive a full refund
• Cancellations made less than 24 hours but more than 12 hours before the scheduled time will receive a 50% refund
• Cancellations made less than 12 hours before the scheduled time will not be eligible for a refund

We may make exceptions to this policy in cases of emergency or extenuating circumstances, assessed on a case-by-case basis.

7. Non-Food Items

For merchandise or non-food items purchased through our Service:

• Unused and unopened items in their original packaging may be returned within 14 days of purchase for a full refund
• Shipping costs for returns are the responsibility of the customer unless the item is defective or was sent in error
• Defective items can be returned for replacement or refund within 30 days of purchase

8. Gift Cards

PIZZAPIZZA gift cards and e-gift certificates:

• Cannot be returned or refunded for cash once purchased
• Have no expiration date and no fees
• Cannot be replaced if lost, stolen, or used without your authorization

9. Exceptions and Limitations

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

• Personal taste preferences when the food was prepared correctly (e.g., deciding you don't like a particular topping)
• Issues reported more than 24 hours after receiving the order
• Orders that have been fully or substantially consumed
• Inability to deliver due to incorrect address information provided by the customer
• Delivery delays caused by factors beyond our control (severe weather, traffic conditions, etc.)

10. Right to Modify the Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

11. Contact Us

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

PIZZAPIZZA
6631 Batz Course Apt. 877
Littleland, QC M6G3N3
Email: refunds@pizapiza.org
Phone: +1 (724) 468-3285

We are committed to resolving any issues in a fair and timely manner. Your satisfaction is our priority, and we appreciate your business.