1. Our Commitment to Quality
At Pizza73, we are committed to providing our customers with the highest quality food and service. We take pride in every pizza we make and want to ensure your complete satisfaction with your order. If for any reason you're not fully satisfied with your purchase, we're here to help.
This Refund Policy outlines the conditions under which we offer refunds, replacements, or credits for orders placed through our website, mobile application, or by phone.
2. Conditions for Refunds
We understand that sometimes issues may arise with your order. We offer refunds, replacements, or credits under the following circumstances:
2.1 Product Quality Issues
- If your order arrives cold, improperly prepared, or not as described
- If there are missing items or toppings from your order
- If there are quality issues with the food (e.g., burnt, undercooked)
- If there are foreign objects in the food
2.2 Delivery Issues
- If your order is significantly delayed (over 30 minutes past the estimated delivery time) without prior notification
- If your order is delivered to the wrong address (provided the correct address was given during ordering)
- If your order is damaged during delivery
2.3 Incorrect Orders
- If you receive items different from what you ordered
- If the order contains ingredients you specifically requested to be excluded (especially in cases of allergies)
2.4 Website/Application Issues
- If you are charged multiple times for the same order due to a technical error
- If the system confirms your order but it is not processed or delivered
3. How to Request a Refund
If you experience any issues with your order, please follow these steps to request a refund, replacement, or credit:
3.1 Timeframe
To be eligible for a refund, you must contact us within 24 hours of receiving your order. This allows us to address the issue promptly and verify the circumstances.
3.2 Contact Methods
You can request a refund through any of the following channels:
- Phone: Call our customer service at +44 8768 014428 during business hours (10am-10pm, 7 days a week)
- Email: Send details of your issue to refunds@pizza73.ca
- Website: Submit a refund request through the "Contact Us" form on our website
- In-person: Visit the store where you placed or received your order
3.3 Required Information
When requesting a refund, please provide the following information to help us process your request efficiently:
- Order number or confirmation code
- Date and time of the order
- Description of the issue
- Photos of the order (if applicable and available)
- Your preferred resolution (refund, replacement, or credit)
- Contact information (phone number and email)
4. Refund Process
4.1 Review and Verification
Once we receive your refund request, our customer service team will review the details and may contact you for additional information or clarification. In some cases, we may need to verify the issue with the delivery driver or the store that prepared your order.
4.2 Refund Options
Depending on the circumstances and your preference, we may offer one of the following resolutions:
- Full Refund: A complete refund of the purchase price, including taxes and delivery fees (if applicable)
- Partial Refund: A refund for specific items that were problematic or missing
- Replacement: A replacement of the same order or specific items
- Store Credit: Credit applied to your account for future purchases
- Discount Coupon: A coupon code for a discount on a future order
4.3 Processing Time
We strive to process all refund requests within 3-5 business days of approval. Once processed:
- Credit/debit card refunds typically appear on your statement within 5-10 business days, depending on your financial institution
- Store credits or discount coupons will be applied to your account immediately upon approval
- Replacement orders will be scheduled at your convenience
4.4 Notification
You will receive an email confirmation once your refund has been processed, detailing the resolution provided.
5. Limitations and Exceptions
While we aim to ensure your satisfaction, there are certain situations where refunds may be limited or not available:
5.1 Non-Refundable Items or Situations
- Special promotional items marked as "non-refundable"
- Claims made more than 24 hours after receiving the order
- Issues resulting from customer errors in ordering (e.g., selecting the wrong toppings or items)
- Changes of mind about flavor preferences when the order was prepared correctly
- Delivery delays caused by factors beyond our control (severe weather, traffic incidents, incorrect address provided)
- Orders that have been fully or substantially consumed
5.2 Special Circumstances
We evaluate each situation on a case-by-case basis. In some special circumstances not listed above, we may still offer a goodwill adjustment at our discretion.
5.3 Repeated Claims
We monitor refund requests for patterns of abuse. Customers with an unusual history of refund requests may be subject to additional verification procedures or limitations on future refunds.
6. Our Quality Guarantee
Pizza73 stands behind the quality of our products. Our "Pizza73 Promise" guarantees that you will be satisfied with your order, or we'll make it right. This commitment reflects our dedication to providing the best pizza experience possible.
6.1 The Pizza73 Promise
If you're not completely satisfied with your order, we will:
- Replace your order
- Provide a store credit for a future purchase
- Refund your money
The appropriate resolution will be determined based on the specific circumstances and your preference.
7. Cancellation Policy
7.1 Order Cancellation
Due to the nature of our food preparation process, once an order has entered the preparation stage, cancellation may not be possible. However, we understand that circumstances may arise requiring you to cancel your order.
- If you need to cancel an order, please contact us immediately at +44 8768 014428
- Orders can typically be canceled without charge if the preparation has not yet begun
- If food preparation has already started, cancellation may not be possible, or a partial charge may apply
- If delivery has already left our store, cancellation is not possible, and full payment will be required
7.2 Pre-ordered/Scheduled Orders
For pre-ordered or scheduled orders:
- Cancellations made at least 2 hours before the scheduled time will receive a full refund
- Cancellations made less than 2 hours before the scheduled time may be subject to a 20% processing fee
- Large orders (10+ pizzas) or catering orders may have specific cancellation policies that will be communicated at the time of ordering
8. Contact Information
If you have any questions about our Refund Policy or need assistance with a refund request, please contact our Customer Service team:
Customer Service Hours: 10am-10pm, 7 days a week
Phone: +44 8768 014428
Email: refunds@pizza73.ca or info@pizza73.ca
Address:
Pizza73
788 Owen Green
Roxannechester, ST21 6SR
Canada
9. 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. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
10. Legal Rights
This Refund Policy does not affect your statutory rights as a consumer under applicable consumer protection laws. In case of any conflict between this policy and applicable consumer protection laws, the latter shall prevail.
