Refund Policy

Last Updated: July 1, 2024

1. Introduction

At Pizzaiolo Pizza Canada Inc. ("Pizzaiolo", "we", "us", or "our"), customer satisfaction is our top priority. We strive to deliver the highest quality products and services. This Refund Policy outlines when and how you can request refunds for orders placed through our website, mobile application, or by phone.

We understand that sometimes issues may arise, and we are committed to resolving any concerns in a fair and timely manner. This policy applies to all orders placed with Pizzaiolo.

2. Order Cancellation

2.1 Online and Mobile App Orders

Once an order is placed through our website or mobile application, it is immediately sent to our kitchen for preparation. Due to the nature of our products and our commitment to freshness:

  • Orders can be canceled with a full refund within 5 minutes of placing the order.
  • Orders that have entered the preparation phase (after 5 minutes) cannot be canceled for a full refund.
  • If you need to cancel an order after the 5-minute window, please contact our customer service team immediately, and we will assess if the order can be canceled based on its preparation status.

2.2 Phone Orders

For orders placed via phone:

  • Orders can be canceled with a full refund if you call back within 5 minutes of placing the order.
  • After 5 minutes, the same policy applies as for online and mobile app orders.

3. Refund Eligibility

You may be eligible for a refund in the following situations:

3.1 Quality Issues

If you experience any of the following issues with your order, you may be eligible for a full or partial refund:

  • The food quality does not meet our standards
  • The order is significantly different from what was ordered (wrong toppings, wrong items)
  • The food is cold upon delivery (assuming reasonable delivery times)
  • Foreign objects found in food
  • Food that appears or tastes spoiled

3.2 Delivery Issues

Refunds may be issued for the following delivery-related issues:

  • Orders that are delivered more than 30 minutes after the estimated delivery time (in the absence of extraordinary circumstances like severe weather or traffic incidents)
  • Orders that are never delivered
  • Orders that are damaged during delivery
  • Incomplete orders (missing items)

3.3 Technical Issues

If a technical issue on our website or mobile application results in:

  • Duplicate charges
  • Incorrect pricing
  • Order processing errors

You will be eligible for a refund of the affected amount.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team as soon as possible after receiving your order:
  2. Provide the following information:
    • Order number
    • Date and time of order
    • Description of the issue
    • Photos of the affected food items (if applicable)

For the best service, please report any issues within 24 hours of receiving your order.

4.2 Refund Methods

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

  • Credit/debit card refunds typically take 3-5 business days to appear on your statement, depending on your financial institution.
  • Alternative payment methods (such as PayPal) will be refunded according to the respective service's processing times.

In some cases, we may offer store credit or a complimentary item on your next order instead of a monetary refund, subject to your agreement.

4.3 Partial Refunds

In certain situations, we may offer partial refunds:

  • When only specific items in an order were affected
  • When delivery was late but still completed
  • When the issue was minor but still impacted the quality of your experience

The amount of a partial refund will be determined on a case-by-case basis, depending on the nature and extent of the issue.

5. Exceptions and Limitations

While we strive to ensure customer satisfaction, there are some situations in which refunds may not be available:

  • Subjective dissatisfaction with flavor or preparation when the order was prepared as described
  • Changes of mind about an order after the cancellation window has passed
  • Delays in delivery due to factors beyond our control, such as extreme weather conditions, major traffic incidents, or incorrect delivery information provided by the customer
  • Refund requests made more than 3 days after the order was delivered

5.1 Special Orders and Catering

For large orders (8 or more pizzas) and catering services:

  • Cancellations must be made at least 24 hours before the scheduled delivery or pickup time for a full refund.
  • Cancellations made between 6-24 hours before the scheduled time may receive a partial refund of 50%.
  • Cancellations made less than 6 hours before the scheduled time will not be eligible for a refund unless there are extenuating circumstances.

6. Customer Satisfaction Guarantee

At Pizzaiolo, we stand behind the quality of our products. If you're not completely satisfied with your order for any reason, please let us know, and we will work with you to make it right. Our goal is to ensure every customer has a positive experience with Pizzaiolo.

For repeat customers who experience isolated issues, we may offer additional compensations or considerations as part of our commitment to long-term customer satisfaction and loyalty.

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the new terms.

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

8. Contact Us

If you have any questions or concerns about this Refund Policy, please contact our customer service team:

Our customer service team is available during our business hours: Monday through Sunday, 10:00 AM to 10:00 PM.