Refund Policy

1. Refund Policy Overview

We strive to ensure every order meets our high-quality standards and your expectations. However, if you're not completely satisfied with your order, we want to make it right. Our refund policy is designed to be fair to our customers while also protecting our business from fraud and abuse.

Refunds may be issued in the following cases:

• Incorrect items delivered
• Missing items from your order
• Quality issues with food or beverages
• Significantly late delivery (exceeding our estimated delivery time by more than 45 minutes)
• Order cancellations (subject to the conditions outlined below)

Refunds are typically issued to the original payment method used for the purchase. Depending on your payment provider, it may take 3-10 business days for the refund to appear in your account.

2. Conditions for Refunds

2.1 Quality Issues

If you experience quality issues with your order, such as:

• Food not meeting our quality standards
• Foreign objects in food
• Undercooked or improperly prepared items
• Food that appears or tastes spoiled

You may be eligible for a full or partial refund. To qualify for a refund due to quality issues:

• Contact us within 2 hours of receiving your order
• Provide details about the issue, including which items were affected
• If possible, provide photos of the affected items (this helps us improve our quality control)

2.2 Incorrect or Missing Items

If your order is missing items that you paid for or contains incorrect items:

• Contact us within 2 hours of receiving your order
• Specify which items are missing or incorrect
• Provide your order number or receipt

We will either:

• Deliver the missing/correct items as soon as possible (for delivery orders)
• Have the missing/correct items ready for pickup (for pickup orders)
• Issue a refund for the missing/incorrect items if you prefer not to receive a replacement

2.3 Late Delivery

If your delivery order is significantly delayed (exceeding our estimated delivery time by more than 45 minutes):

• You may be eligible for a full or partial refund
• Refund amounts will be determined based on the extent of the delay and other factors
• Delivery fee will typically be refunded in full for significantly delayed orders

Please note that delivery times are estimates and may be affected by factors outside our control, such as extreme weather conditions, traffic, or high order volumes. In such cases, our customer service team will work with you to find a fair resolution.

3. Order Cancellation Policy

3.1 Cancellation Timeframe

You may cancel your order and receive a full refund under the following conditions:

• Online/App Orders: Cancellations must be made within 5 minutes of placing your order or before your order status changes to "Preparation," whichever comes first
• Phone Orders: Cancellations must be made before the restaurant begins preparing your order

3.2 How to Cancel an Order

To cancel an order:

• Online/App Orders: Log into your account, go to "Order History," select the current order, and click "Cancel Order" if the option is available
• All Orders: Call the Pizza Depot location where you placed your order directly

3.3 Late Cancellations

For cancellation requests made after the timeframes specified above:

• Full refunds are generally not available once food preparation has begun
• Partial refunds may be considered on a case-by-case basis
• If your order has not yet been delivered, you may still be able to cancel, but a preparation fee may be charged

4. Refund Processing Time

4.1 Refund Methods

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

• Credit/Debit Cards: 3-10 business days to appear in your account (depending on your bank)
• Digital Wallets (Apple Pay, Google Pay): 1-5 business days
• Gift Cards: 1-3 business days to be restored to your gift card balance
• Cash Orders: Refunded in-store or by credit to your Pizza Depot account

4.2 Alternative Compensation

In some cases, we may offer alternative compensation instead of a monetary refund:

• Store credit for future orders
• Loyalty points added to your account
• Free menu items on your next order
• Discount vouchers

You are not obligated to accept alternative compensation and may request a standard refund instead.

5. How to Request a Refund

To request a refund for an order, please follow these steps:

5.1 Contact Methods

1. Restaurant Direct Contact (Recommended for Fastest Resolution):
   • Call the Pizza Depot location where you placed your order
   • Explain the issue to the manager on duty
   • Have your order number or receipt ready
2. Customer Service:
   • Call our customer service line: +445318301571
   • Email us at: [email protected]
   • Submit a refund request form on our website
3. Mobile App:
   • Open your Pizza Depot app
   • Go to "Order History"
   • Select the order in question
   • Tap "Report a Problem" and follow the prompts

5.2 Information Required

When requesting a refund, please provide the following information:

• Order number or receipt
• Date and time of order
• Location where you placed your order
• Details of the issue (quality problems, missing items, etc.)
• Photos of the issue (if applicable)
• Your contact information

5.3 Response Time

We strive to respond to all refund requests within:

• Immediate resolution for in-person or phone requests when possible
• 24 hours for email or form submissions
• 48 hours for complex cases that require investigation

6. Exceptions and Special Circumstances

6.1 Promotional Items and Discounts

Special conditions apply to promotional items, discounts, and special offers:

• Items received for free as part of a promotion are not eligible for cash refunds
• For discounted items, refunds will be based on the amount actually paid
• If a refund would impact your eligibility for a promotion or discount that was applied to your order, the entire order may need to be recalculated

6.2 Catering Orders

Catering orders have special refund conditions:

• Cancellations must be made at least 24 hours before the scheduled delivery/pickup time for a full refund
• Cancellations made between 24 and 12 hours before the scheduled time may receive a 50% refund
• Cancellations made less than 12 hours before the scheduled time are generally not eligible for refunds
• Exceptions may be made for emergency situations at our discretion

6.3 Third-Party Delivery Platforms

For orders placed through third-party delivery platforms (e.g., UberEats, DoorDash, SkipTheDishes):

• Refund requests must be submitted through the platform where you placed your order
• Refund policies may vary based on the platform's terms and conditions
• While we will cooperate with third-party investigations, the final refund decision is typically determined by the delivery platform

7. No-Questions-Asked Satisfaction Guarantee

For Pizza Depot Loyalty Program members, we offer a "No-Questions-Asked Satisfaction Guarantee" for up to two orders per calendar year:

• If you're not completely satisfied with your order for any reason, we'll refund your money or replace your order
• This guarantee applies even if you've consumed a portion of the food
• To use this guarantee, you must contact us within 24 hours of receiving your order
• Limited to two uses per loyalty account per calendar year

This guarantee reflects our commitment to customer satisfaction and our confidence in our products. It is offered at our discretion and may be modified or discontinued at any time.

8. Contact Information

If you have questions about our Refund Policy or need assistance with a refund request, please contact us:

9. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

The "Last Updated" date at the top of this page indicates when this policy was last revised.