Refund Policy

1. Our Commitment to Satisfaction

At Pizza Depot, customer satisfaction is our top priority. We are committed to ensuring that every order meets our high-quality standards and your expectations. We understand that sometimes issues may arise, and we have established this refund policy to address such situations fairly and efficiently.

If you are not completely satisfied with your order, we want to make it right. This policy outlines the conditions and procedures for refunds, replacements, and credits for orders placed through our website, mobile app, or by phone.

2. Refund Eligibility Conditions

We will consider refunds or replacements in the following circumstances:

2.1 Quality Issues

• Food that does not meet our quality standards
• Incorrect items or missing items from your order
• Foreign objects found in food
• Food that is unsafe for consumption

2.2 Delivery Issues

• Excessive delivery delays (more than 30 minutes beyond the estimated delivery time without prior notification)
• Orders that arrive in poor condition due to improper handling during delivery
• Orders that were never delivered but were marked as delivered in our system

2.3 Service Issues

• Double charges or incorrect pricing
• Technical errors during the ordering process that resulted in an incorrect order

2.4 Time Limit for Refund Requests

To be eligible for a refund, you must notify us of the issue:

• For quality or delivery issues: within 24 hours of receiving your order
• For billing or technical issues: within 7 days of the charge

3. Refund Processing Timeframes

We are committed to processing all refund requests in a timely manner:

3.1 Review Period

All refund requests will be reviewed within 24-48 hours of submission. Our customer service team may contact you for additional information during this period.

3.2 Approval and Processing

Once a refund is approved:

• Credit/Debit Card Refunds: The refund will be processed to your original payment method within 1-2 business days. Please note that it may take an additional 3-10 business days for the refund to appear on your statement, depending on your financial institution.
• Digital Payment Services (PayPal, Apple Pay, etc.): Refunds will be processed within 1-2 business days and typically appear in your account within 3-5 business days.
• Pizza Depot Account Credits: Account credits will be applied immediately upon approval and will be available for use on your next order.

3.3 Replacement Orders

If you choose a replacement order instead of a refund, we will expedite the delivery of your replacement items, typically within 45-60 minutes, depending on your location and the time of day.

4. How to Request a Refund

To request a refund or report an issue with your order, please follow these steps:

4.1 Online Orders

1. Log in to your Pizza Depot account
2. Navigate to "Order History"
3. Select the order in question
4. Click on "Report an Issue" or "Request Refund"
5. Complete the form with details about the issue
6. Submit your request

4.2 Phone or In-Person Orders

For orders placed by phone or in-person, please contact our customer service team:

• Call our customer service line at +442027198420
• Email us at [email protected] with your order details
• Contact the specific location where you placed your order

4.3 Information Required

To help us process your refund request efficiently, please provide the following information:

• Order number or receipt
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable and available)
• Your preferred resolution (refund, replacement, or credit)

5. Refund Exceptions and Limitations

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

5.1 Non-Refundable Items

• Special promotional offers marked as non-refundable
• Gift cards (except where required by law)
• Delivery fees for orders that were successfully delivered (except in cases of excessive delay)

5.2 Customized Orders

For highly customized orders, refunds may be limited if the customization was correctly applied as requested but simply did not meet your taste preferences.

5.3 External Factors

We may not provide full refunds for delivery delays caused by:

• Severe weather conditions
• Natural disasters
• Traffic accidents or road closures
• Incorrect delivery address provided by the customer

However, we will always work to find a fair resolution in these situations, such as partial credits or discounts on future orders.

5.4 Repeated Claims

We reserve the right to investigate and potentially decline refund requests from accounts with a pattern of excessive or suspicious refund claims.

6. Contact Information for Refund Inquiries

If you have any questions about our refund policy or need assistance with a specific refund request, please contact our customer service team:

We aim to respond to all inquiries within 24 hours and resolve issues as quickly as possible.

7. Policy Updates

This refund policy may be updated from time to time to reflect changes in our business practices or legal requirements. The most current version will always be posted on our website with the effective date clearly indicated.

We encourage you to review this policy periodically to stay informed about our refund procedures.