Refund Policy

1. Overview

At Apache Pizza, we are committed to providing high-quality food and excellent customer service. This Refund Policy outlines our procedures for handling refunds, returns, and complaints regarding orders placed through our website, mobile app, or phone.

Apache Pizza (Company Registration No: 18821214) operates from 3/52 Goodwin Roads West, Elianmouth, NT 2442, Ireland. This policy applies to all orders placed within Ireland.

Due to the nature of our food products, we have specific policies regarding refunds and returns. Please read this policy carefully before placing an order.

2. No Returns on Food Products

For health, safety, and hygiene reasons, we do not accept returns of food products once they have been delivered or collected. Food items cannot be resold or reused once they leave our premises, and accepting returns would violate food safety regulations.

This no-return policy applies to all circumstances, including:

• Change of mind after ordering
• Ordering incorrect items
• Not liking the taste or quality (unless defective)
• Ordering too much food
• Providing wrong delivery address

Please review your order carefully before confirming and submitting payment.

3. Eligibility for Refunds

While we do not accept returns, we may provide refunds or replacements in the following circumstances:

3.1 Incorrect Orders

If we deliver the wrong items or your order is missing items, you are eligible for a refund or replacement. This includes:

• Receiving different pizza toppings than ordered
• Wrong pizza size delivered
• Missing items from your order
• Receiving someone else's order entirely

3.2 Defective or Poor Quality Products

If your food arrives in unsatisfactory condition, you may be eligible for a refund or replacement. Examples include:

• Pizza arrives cold or lukewarm (below acceptable temperature)
• Food is burnt, undercooked, or improperly prepared
• Packaging is damaged causing food contamination
• Food contains foreign objects or contaminants
• Food appears spoiled or has an off smell/taste

3.3 Delivery Issues

Refunds may be provided if delivery issues occur, including:

• Order never arrives despite confirmation
• Excessive delivery delay (beyond reasonable timeframes)
• Order delivered to wrong address due to our error
• Delivery personnel unable to complete delivery due to our fault

3.4 Payment and Billing Errors

If you are incorrectly charged or experience payment processing errors, you are entitled to a refund. This includes:

• Being charged multiple times for one order
• Charged incorrect amount (higher than displayed price)
• Promotional discounts not applied correctly
• Unauthorized charges on your payment method

4. Non-Refundable Circumstances

We cannot provide refunds in the following situations:

• Customer provides incorrect delivery address or contact information
• Customer is unavailable to receive delivery after reasonable attempts to contact
• Customer changes mind after order is prepared or dispatched
• Delivery delays caused by weather, traffic, or other circumstances beyond our control
• Minor variations in pizza appearance from promotional images
• Subjective complaints about taste (when food is prepared correctly)
• Customer fails to report issues within required timeframe
• Allergic reactions when allergen information was not disclosed by customer
• Order cancellation after food preparation has begun

5. How to Request a Refund

If you believe you are eligible for a refund based on the circumstances outlined above, please follow these steps:

Step 1: Contact Us Immediately

Report the issue as soon as possible, preferably while the food is still present and before consumption. Contact us through:

• Phone: +377606044461 (available during operating hours: 11:00 - 23:00)
• Email: [email protected]
• Website: Contact form at apachipiza.com/contact.html

Step 2: Provide Required Information

When reporting an issue, please provide:

• Order number or confirmation reference
• Date and time of order
• Detailed description of the problem
• Clear photographs showing the issue (if applicable)
• Your contact information (name, phone number, email)
• Preferred resolution (refund or replacement)

Step 3: Keep Evidence

Do not dispose of the food or packaging until we have assessed your complaint. Photographic evidence is often required to process refund requests. We may need to verify the issue before approving a refund.

Step 4: Await Review

Our customer service team will review your request and respond within 24-48 hours. We may contact you for additional information or clarification.

6. Timeframe for Reporting Issues

To be eligible for a refund or replacement, you must report any issues within the following timeframes:

• Quality Issues: Within 1 hour of delivery
• Missing Items: Within 2 hours of delivery
• Incorrect Orders: Within 24 hours of delivery
• Billing Errors: Within 7 days of the transaction
• Non-Delivery: Within 24 hours of expected delivery time

Claims reported after these timeframes may not be eligible for refund or replacement.

7. Refund Methods

If your refund request is approved, we will process the refund using one of the following methods:

7.1 Original Payment Method

For card payments, refunds will be issued to the original payment card used for the purchase. Processing times vary by financial institution but typically take 3-10 business days to appear in your account.

7.2 Store Credit

We may offer store credit as an alternative to monetary refunds. Store credit can be used for future orders and does not expire. This option provides flexibility and ensures you can enjoy Apache Pizza when convenient for you.

7.3 Cash Refund

For orders paid by cash on delivery, cash refunds may be provided by our delivery personnel on subsequent deliveries or by arrangement at our location.

8. Replacement Orders

In many cases, we prefer to send a replacement order rather than issue a refund. Replacement orders demonstrate our commitment to customer satisfaction and ensure you receive the meal you originally wanted.

Replacement order conditions:

• Prepared immediately upon approval of your complaint
• Delivered at no additional charge
• May include complimentary items as an apology for the inconvenience
• Subject to availability and operating hours

If you prefer a replacement rather than a refund, please indicate this when reporting your issue.

9. Partial Refunds

In some situations, partial refunds may be appropriate rather than full refunds. Partial refunds apply when:

• Only part of your order is affected by the issue
• Some items are satisfactory while others are not
• Minor quality issues affect only portion of the order
• One item is missing from a larger order

Partial refund amounts will be calculated based on the value of affected items and the severity of the issue.

10. Promotional Orders and Discount Refunds

If your order was placed using a promotional code or discount:

• Refunds will be for the amount actually paid, not the original price
• Used promotional codes may not be reinstated for future use
• Replacement orders may be provided at the promotional price
• Store credit issued will reflect the discounted amount paid

11. Excessive Refund Requests

While we value customer satisfaction, we monitor refund request patterns to prevent abuse of our refund policy. Customers who make excessive or suspicious refund requests may:

• Have future refund requests subject to additional verification
• Be required to provide more extensive evidence for claims
• Have their accounts flagged for review
• Face account suspension or termination
• Be declined future orders at our discretion

We reserve the right to refuse refunds if we believe requests are fraudulent or abusive.

12. Consumer Rights

This Refund Policy does not affect your statutory rights under Irish and EU consumer protection law. Under the Sale of Goods and Supply of Services Act 1980 and Consumer Rights Act, you are entitled to:

• Goods that are of merchantable quality
• Goods that are fit for their intended purpose
• Goods that match their description
• Services provided with reasonable care and skill

If we fail to meet these legal obligations, you may be entitled to remedies beyond what is stated in this policy.

13. Dispute Resolution

If you are dissatisfied with our response to your refund request:

Step 1: Contact Management

Request to speak with a manager or supervisor who can review your case with fresh perspective and potentially authorize different resolution.

Step 2: Formal Written Complaint

Submit a formal written complaint via email detailing your issue, previous communication, and desired resolution. We will escalate to senior management for review.

Step 3: Alternative Dispute Resolution

If internal resolution is not satisfactory, you may pursue alternative dispute resolution through:

• European Consumer Centre Ireland (ECC Ireland)
• Competition and Consumer Protection Commission (CCPC)
• Small Claims Court (for claims under €2,000)

14. Food Safety Concerns

If you experience food poisoning or have serious food safety concerns related to our products:

• Seek medical attention if symptoms are severe
• Contact us immediately to report the incident
• Preserve any remaining food as evidence
• Report to the Food Safety Authority of Ireland (FSAI) if appropriate

We take food safety extremely seriously and will investigate all reports thoroughly. Confirmed food safety issues will result in immediate refunds and corrective action.

15. Refund Processing Times

Once a refund is approved:

• Card Refunds: Processed within 1-3 business days; may take 3-10 business days to appear in your account depending on your bank
• Store Credit: Applied to your account immediately
• Cash Refunds: Arranged within 3-5 business days
• Replacement Orders: Prepared and dispatched immediately if within operating hours, or scheduled for next available time

16. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after changes are posted constitutes acceptance of the modified policy. We recommend reviewing this policy periodically.

17. Contact Information

For refund requests, questions, or concerns about this policy, please contact us:

18. Our Commitment to Quality

At Apache Pizza, customer satisfaction is our top priority. While this Refund Policy outlines formal procedures, we always strive to resolve issues fairly and generously. Our goal is not just to process refunds when things go wrong, but to deliver exceptional pizza and service that makes refunds unnecessary.

We continuously improve our processes based on customer feedback and are grateful when customers bring issues to our attention, allowing us to maintain the high standards that define Apache Pizza.

Thank you for choosing Apache Pizza. We appreciate your business and are committed to earning your satisfaction with every order.