Refund Policy

Last Updated: May 15, 2024

1. Our Commitment to Customer Satisfaction

At Pizza Depot, we are committed to providing high-quality food and excellent service. We understand that sometimes things don't go as planned, and we want to make it right when that happens. This Refund Policy outlines the conditions under which we offer refunds, replacements, or credits for orders that don't meet our standards or your expectations.

We value your business and strive to ensure your complete satisfaction with every order. If you're not happy with your Pizza Depot experience, we want to hear from you so we can address your concerns and improve our service.

2. Conditions for Refunds

We may provide refunds, replacements, or credits in the following situations:

2.1 Food Quality Issues

  • Food that is significantly undercooked or overcooked
  • Missing ingredients that were specified in the menu description
  • Foreign objects found in the food
  • Food that is spoiled or otherwise inedible

2.2 Order Accuracy Issues

  • Items missing from your order
  • Receiving incorrect items that differ from what was ordered
  • Special instructions or modifications not properly implemented

2.3 Delivery Issues

  • Excessive delivery delays (more than 60 minutes beyond the estimated delivery time without prior notice)
  • Damaged items due to improper handling during delivery
  • Delivery to an incorrect address by our delivery personnel, despite correct address information provided

2.4 Technical Issues

  • Double charges or other payment processing errors
  • Website or app errors that result in incorrect orders

3. Refund Request Process

To request a refund, please follow these steps:

3.1 Timeframe for Reporting Issues

All issues must be reported within the following timeframes to be eligible for a refund:

  • Food quality or order accuracy issues: Within 2 hours of receiving your order
  • Delivery issues: Same day as the delivery was scheduled
  • Technical or billing issues: Within 7 days of the transaction

3.2 How to Report an Issue

You can report an issue in one of the following ways:

  • Phone: Call our customer service at +446171219658
  • Email: Send details of your issue to [email protected]
  • Online Form: Complete the refund request form on our website
  • In-Person: Visit the store where your order was placed (for pickup orders)

3.3 Information Required

Please provide the following information when requesting a refund:

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

4. Refund Processing

4.1 Assessment Process

Upon receiving your refund request, we will:

  • Acknowledge receipt of your request within 24 hours
  • Investigate the issue by reviewing order details, delivery records, and any other relevant information
  • Contact you for additional information if needed
  • Make a determination regarding your refund request

4.2 Types of Resolutions

Depending on the nature and severity of the issue, we may offer one of the following resolutions:

  • Full Refund: A complete refund of the order amount
  • Partial Refund: A refund for specific items that had issues
  • Replacement: A replacement of the affected items
  • Store Credit: Credit applied to your account for future orders
  • Discount Coupon: A coupon code for a discount on a future order

4.3 Refund Method

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

  • Credit/Debit Card: Refunded to the original card
  • Digital Wallet: Refunded to the original digital wallet account
  • Cash Orders: Refunded in the form of store credit or by check
  • Gift Card or Store Credit: Refunded as store credit

4.4 Refund Timeline

We aim to process all refund requests within the following timeframes:

  • Decision on refund request: Within 48 hours of receiving all necessary information
  • Processing of approved refunds: 1-3 business days
  • Appearance of refund in your account: 3-10 business days, depending on your financial institution

5. Exceptions and Limitations

5.1 Non-Refundable Situations

Refunds may not be provided in the following situations:

  • Personal taste preferences when the food was prepared correctly according to the menu description
  • Orders that have been consumed more than 50% before reporting an issue
  • Issues reported outside the specified timeframes
  • Delivery delays caused by factors beyond our control (severe weather, traffic accidents, etc.)
  • Incorrect delivery address provided by the customer
  • Special order items that were prepared according to specifications

5.2 Repeated Refund Requests

We reserve the right to investigate accounts with a pattern of frequent refund requests. In cases where we suspect abuse of our refund policy, we may:

  • Request additional documentation or evidence before processing refunds
  • Limit refund options to replacements or store credit only
  • Decline refund requests
  • Suspend or terminate accounts in cases of proven fraud or policy abuse

5.3 Special Promotions and Discounted Items

Items purchased with promotional discounts, coupons, or special offers may be subject to different refund terms as specified in the promotion terms and conditions. In general, the refundable amount will be the actual amount paid after discounts.

6. Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a Customer Satisfaction Guarantee. If you're not completely satisfied with your order for any reason, please let us know within 30 minutes of receiving your order, and we'll work with you to make it right. This may include offering a replacement, a store credit for a future order, or another appropriate resolution.

Our goal is to ensure that every customer has a positive experience with Pizza Depot, and we're committed to addressing any concerns promptly and fairly.

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

The date at the top of this policy indicates when it was last updated.

8. Contact Information

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

Pizza Depot Customer Service

6 Lucy Hill, Foxbury DN2 5AU

Email: [email protected]

Phone: +446171219658

Hours: Monday-Sunday, 10:00 AM - 11:00 PM EST

We aim to respond to all inquiries within 24 hours during business days.