Refund Policy

Last Updated: June 15, 2024

At PizzaPizza, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the terms and conditions regarding refunds, credits, and order cancellations. By placing an order with PizzaPizza, you agree to the terms of this Refund Policy.

1. Customer Satisfaction Guarantee

We take pride in the quality of our food and service. If you are not satisfied with your order for any reason, please contact us immediately so we can make it right. We may offer a replacement, store credit, or refund depending on the circumstances.

2. Order Cancellation

2.1 Cancellation Before Preparation

If you wish to cancel your order before it has been prepared:

• Contact our customer service team immediately at +1 520-838-0534
• Full refunds will be provided for orders cancelled before preparation has begun
• The cancellation request must be received within 5 minutes of placing the order

2.2 Cancellation During Preparation

Once your order has entered the preparation phase:

• Cancellations may be subject to a partial refund or store credit
• A restocking fee of up to 50% may apply depending on the preparation stage
• Specialty or custom orders may not be eligible for cancellation once preparation has begun

2.3 Cancellation After Dispatch

Once your order has been dispatched for delivery or is ready for pickup:

• Orders cannot be cancelled for a refund
• Exceptions may be made on a case-by-case basis at the discretion of management

3. Valid Reasons for Refunds

We will process refunds for the following reasons:

3.1 Quality Issues

• Incorrect items delivered (different from what was ordered)
• Missing items from your order
• Food quality issues (undercooked, overcooked, spoiled, or contaminated)
• Foreign objects found in food

3.2 Delivery Issues

• Significant delay in delivery (more than 30 minutes beyond the estimated delivery time) without prior notification
• Order delivered to wrong address by our delivery personnel
• Order damaged during transit

3.3 Service Issues

• Double charging or incorrect billing
• System errors resulting in duplicate orders

4. Refund Process

4.1 How to Request a Refund

To request a refund, please:

1. Contact our customer service team at +1 520-838-0534 or email info@pizzplizza.org
2. Provide your order number, date of purchase, and reason for the refund request
3. Include photos of the issue when applicable (for quality or damage claims)
4. Submit your request within 24 hours of receiving your order

4.2 Refund Methods

Approved refunds will be processed using the original payment method:

• Credit/debit card refunds: 3-5 business days to process
• Digital payment methods (e.g., PayPal): 1-3 business days to process
• Cash payments: Store credit or replacement may be offered

4.3 Partial Refunds

In some cases, we may offer partial refunds when:

• Only part of the order was affected by quality or delivery issues
• The order was partially consumed before the issue was reported
• The order was cancelled during preparation

5. Store Credit

In lieu of a monetary refund, we may offer store credit in the following situations:

• Minor quality issues that did not significantly impact the order
• Late delivery (less than 30 minutes beyond the estimated time)
• Customer preference for store credit over refund
• Orders paid for with cash or gift cards

Store credit will be issued to your PizzaPizza account and is valid for 3 months from the date of issue.

6. Non-Refundable Items and Situations

The following items and situations are generally not eligible for refunds:

• Personal taste preferences when the product meets quality standards
• Orders consumed more than 50% before reporting an issue
• Claims reported more than 24 hours after delivery
• Promotional items or free products
• Delivery fees if the order was successfully delivered
• Special offers marked as non-refundable
• Orders where delivery was delayed due to incorrect address provided by customer
• Force majeure circumstances (severe weather, natural disasters, etc.) that affect delivery

7. Delivery Fees

Delivery fees may be refunded in the following situations:

• Order was never delivered
• Significant delivery delay (more than 30 minutes beyond estimated time) caused by our error
• Order delivered to incorrect address by our delivery personnel

Delivery fees are non-refundable when:

• The order was successfully delivered within a reasonable timeframe
• Delays were caused by factors outside our control (traffic, weather, etc.)
• Customer provided incorrect address information
• Customer was unavailable to receive the order at the specified address

8. Gift Cards and Promotional Codes

Gift cards and promotional codes are subject to the following refund terms:

• Unused gift cards may be refunded within 14 days of purchase with proof of purchase
• Used (partially or fully) gift cards are non-refundable
• Promotional codes and discounts are non-refundable once applied to an order
• Expired gift cards or promotional codes cannot be refunded or extended

9. Loyalty Points and Rewards

For orders involving loyalty points or rewards:

• Points used for an order will be returned to your account if a full refund is processed
• Points will be proportionally returned for partial refunds
• Points earned from a refunded purchase will be deducted from your account

10. Excessive Refund Requests

We reserve the right to investigate and limit refunds when:

• A customer has a pattern of frequent refund requests
• We detect suspicious activity or potential abuse of our refund policy
• Refund requests appear to violate our Terms and Conditions

PizzaPizza may, at its sole discretion, limit or refuse refund requests from customers with a history of excessive claims.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy. We encourage you to review this policy periodically.