Refund Policy

Our commitment to your satisfaction

Refund Policy

At Apachs Pizza, customer satisfaction is our top priority. We understand that sometimes things don't go as planned, which is why we have established this Refund Policy to outline the procedures for refunds, cancellations, and addressing any issues with your order.

1. Customer Satisfaction Guarantee

We stand behind the quality of our products and service. If you are not completely satisfied with your order for any reason, please let us know and we will make it right. Our goal is to ensure every customer has an excellent experience with Apachs Pizza.

2. Order Issues & Refunds

2.1 Incorrect or Missing Items

If your order arrives with incorrect or missing items:

  • Contact us within 30 minutes of delivery by calling the store that fulfilled your order or our customer service line at +447105647216.
  • Provide your order number, details of the issue, and a description of what was incorrect or missing.
  • We may offer to deliver the correct or missing items, provide a credit for future orders, or issue a partial or full refund, depending on the circumstances.

2.2 Quality Concerns

If you have concerns about the quality of your order (such as food not being fresh, undercooked, overcooked, or otherwise not meeting our standards):

  • Contact us within 30 minutes of delivery.
  • Provide specific details about the quality issue.
  • Where possible, include photographs of the affected items to help us address the issue properly.
  • We may offer to replace the affected items, provide a credit for future orders, or issue a partial or full refund, depending on the circumstances.

2.3 Delivery Issues

If your order is significantly delayed (more than 30 minutes beyond the estimated delivery time) or if there are other delivery-related issues:

  • Contact us as soon as you notice the delay.
  • We may offer compensation such as a discount on your current order, a credit for future orders, or a partial refund, depending on the length and cause of the delay.

2.4 Allergic Reactions or Food Safety Issues

If you experience an allergic reaction or have concerns about food safety:

  • Seek medical attention if necessary.
  • Contact us as soon as possible with details of the issue.
  • We take food safety extremely seriously and will thoroughly investigate any such claims.
  • Refunds or compensation will be handled on a case-by-case basis.

3. Cancellation Policy

3.1 Cancellation Before Preparation

If you need to cancel your order before it enters the preparation stage:

  • Contact us immediately after placing your order.
  • If we confirm that your order has not yet entered preparation, we will cancel it and process a full refund to your original payment method.

3.2 Cancellation During Preparation or After Dispatch

Once your order has entered the preparation stage or has been dispatched:

  • Cancellations may not be possible as food preparation has begun or the food is en route.
  • In such cases, you will be charged for the order.
  • However, we understand that emergencies happen, and we will evaluate special circumstances on a case-by-case basis.

4. Refund Processing

4.1 Refund Methods

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

  • Credit/Debit Card: Refunds will be issued back to the card used for purchase.
  • Digital Wallets (Apple Pay, Google Pay): Refunds will be processed back to the original payment source.
  • Cash Payments (for in-store pickups): Refunds may be issued in cash or as a credit to your account for future orders, as preferred.

4.2 Refund Timing

We aim to process all refund requests within 3 business days of approval. However, the time it takes for the refund to appear in your account depends on your payment provider:

  • Credit/Debit Card: Typically 5-10 business days
  • Digital Wallets: Typically 1-5 business days

4.3 Refund Confirmation

Once your refund has been processed, we will send you an email confirmation with the refund details. If you have not received your refund after the expected time frame, please contact our customer service team.

5. Store Credits

In some cases, we may offer store credits instead of a refund, especially for minor issues or as a goodwill gesture. Store credits:

  • Will be added to your account for use on future orders
  • Are typically valid for 6 months from the date of issue
  • Cannot be exchanged for cash
  • May have specific terms of use which will be communicated when the credit is issued

6. Exceptions

While we strive to provide refunds when appropriate, certain circumstances may not qualify for a refund:

  • Requests made more than 24 hours after delivery
  • Issues resulting from incorrect delivery information provided by the customer
  • Normal variations in handmade food products (slight differences in appearance from images shown)
  • Personal taste preferences when the product is otherwise prepared correctly
  • Self-collected orders that have been checked and accepted by the customer at the time of collection

7. How to Request a Refund

To request a refund, you can:

  • Call the store that fulfilled your order directly
  • Call our customer service line at +447105647216
  • Email us at [email protected] with your order details and reason for refund
  • Use the "Contact Us" form on our website
  • Visit one of our stores in person (please bring your receipt or order confirmation)

When making a refund request, please include:

  • Your name and contact information
  • Order number or reference
  • Date and time of order
  • Details of the issue
  • Photos of the affected products (if applicable)
  • Your preferred resolution (replacement, refund, or store credit)

8. Fraudulent Claims

Apachs Pizza reserves the right to refuse refunds if we suspect fraudulent or abusive behavior. Repeated refund requests from the same customer may be flagged for review and may require additional verification.

9. Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date. You are advised to review this policy periodically for any changes.

10. Contact Us

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

  • By email: [email protected]
  • By phone: +447105647216
  • By mail: 4 Grace Vista East, Sophiaport WA3 3UR, Ireland

Last Updated: April 12, 2024