Refund Policy

1. Satisfaction Guarantee

1.1 We stand behind the quality of our products. If you are not satisfied with your order for any reason, please let us know so we can make it right.

1.2 Our 30-Minute Delivery Guarantee: If your delivery takes longer than 30 minutes from the time your order is confirmed, you may be eligible for a voucher for your next order or a partial refund. This guarantee does not apply during extreme weather conditions, public holidays, major events, or if incorrect delivery information is provided.

2. Conditions for Refunds

We offer refunds or replacements in the following situations:

2.1 Product Quality Issues

• If your pizza or other food items are not properly cooked
• If ingredients are missing or incorrect based on your order
• If there are foreign objects in the food
• If the food is unfit for consumption

2.2 Order Accuracy Issues

• If you receive the wrong item(s)
• If your special instructions were not followed (where reasonable and confirmed at the time of order)
• If your order is incomplete (missing items that were paid for)

2.3 Delivery Issues

• If your delivery is significantly late (beyond our 30-minute guarantee) without prior notification
• If your order arrives damaged due to improper handling during delivery
• If your order is delivered to the wrong address by our driver (despite correct address being provided)

3. How to Request a Refund

If you experience any issues with your order, please:

3.1 Contact Us Promptly

For the fastest resolution, please contact us as soon as possible after receiving your order. Ideally, refund requests should be made within 2 hours of receiving your order for food quality issues.

3.2 Provide Order Details

When contacting us, please provide:

• Your order number
• Date and time of order
• Details of the issue(s) experienced
• Photos of the affected product(s), if applicable and possible

3.3 Contact Methods

You can request a refund through the following channels:

• Phone: Call our customer service team at +44 259 973 4885
• Email: Send details to [email protected]
• In-App/Website: Use the "Help" or "Support" section in our app or website
• Store Visit: Visit the store from which your order was placed

4. Refund Process

4.1 Assessment

Upon receiving your refund request, we will assess the details of your claim. In some cases, we may request additional information or evidence to support your claim.

4.2 Resolutions Offered

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

• Full Refund: Refund of the total order amount
• Partial Refund: Refund for specific items that were problematic
• Replacement: A new order sent to you at no additional cost
• Store Credit: Credit applied to your account for a future purchase
• Discount Voucher: A voucher code for a discount on your next order

4.3 Refund Method

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

• Credit/Debit Card: Refunded to the same card
• Online Payment Services: Refunded to the same account
• Cash Payments: Refunded either as store credit or through other arrangements as agreed

4.4 Refund Timing

We will process approved refund requests within 3-5 business days. However, the time it takes for the refund to appear in your account depends on your payment provider or bank, and may take an additional 5-10 business days.

5. Exceptions and Limitations

5.1 Non-Refundable Circumstances

Refunds may not be issued in the following situations:

• Personal preference or change of mind about your order
• Issues reported more than 24 hours after order delivery
• Incorrect orders due to customer error in ordering
• Delivery delays caused by incorrect delivery information provided by the customer
• Delivery delays caused by extreme weather conditions, public holidays, or major events (though we'll always try to notify you in advance in these cases)
• Minor deviations in appearance of products from their display images
• Issues with promotional items or free products

5.2 Gift Cards and Promotional Vouchers

• Gift cards and promotional vouchers cannot be exchanged for cash or refunded except where required by law.
• Gift cards and promotional vouchers remain valid until their stated expiration date.
• Lost or stolen gift cards cannot be replaced.

5.3 Third-Party Delivery Services

If you ordered through a third-party delivery service (e.g., UberEats, DoorDash, etc.), different refund policies may apply. Please contact the delivery service directly for issues related to delivery. For product quality issues, you may still contact us directly.

6. Repeated Refund Requests

While we strive to ensure customer satisfaction, we reserve the right to investigate patterns of frequent refund requests from the same customer. In cases where we identify potential abuse of our refund policy, we may:

• Request additional verification before processing refunds
• Limit the types of resolutions offered
• In extreme cases, decline to process further refund requests

7. Modification of Refund Policy

7.1 We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a new effective date.

7.2 Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

8. Consumer Rights

8.1 This Refund Policy does not affect your statutory rights as a consumer under Australian Consumer Law.

8.2 If you believe that we have not met our obligations under Australian Consumer Law, please contact us to discuss your concerns.

9. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our Customer Service team:

We value your feedback and are committed to resolving any issues in a fair and timely manner.