Refund Policy

At Apache Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service. If for any reason you are not completely satisfied with your order, we offer a comprehensive refund policy to ensure your concerns are addressed promptly and fairly.

This refund policy applies to all orders placed through our website, mobile app, telephone, or in-store purchases. Please read the following terms carefully to understand your rights and our obligations regarding refunds and exchanges.

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup for food items, and within 30 days for gift cards or merchandise.
• Proof of Purchase: You must provide a valid order number, receipt, or confirmation email as proof of purchase.
• Valid Reason: Refunds are granted for issues such as:
  • Incorrect order received
  • Food quality issues (cold, overcooked, undercooked)
  • Missing items from your order
  • Damaged or spoiled food upon delivery
  • Allergic reaction due to undisclosed ingredients
  • Delivery delays exceeding 60 minutes beyond estimated time
• Order Condition: For food items, at least 50% of the order must remain uneaten to qualify for a full refund.
• Documentation: Photos may be required for quality-related issues to process your refund request.

The following items and situations are not eligible for refunds:

1. Change of Mind: Orders cancelled due to change of preference after preparation has begun.
2. Custom Orders: Specially customized pizzas or items made to specific dietary requirements (unless there was an error in preparation).
3. Promotional Items: Free items received through promotions or loyalty programs.
4. Delivery Issues Beyond Our Control:
   • Incorrect delivery address provided by customer
   • Customer unavailable at delivery time
   • Access issues to delivery location
   • Weather-related delays
5. Partially Consumed Orders: Items that have been more than 50% consumed (unless for food safety reasons).
6. Third-Party Delivery: Issues arising from third-party delivery service delays or handling (though we will assist in resolution).
7. Gift Cards: Used or partially used gift cards (unused gift cards may be refunded within 30 days).

To request a refund, please follow these steps:

1. Contact Us Immediately:
   • Call us at +353 1 617 0999
   • Email us at [email protected]
   • Use our website contact form
   • Visit our store location
2. Provide Order Details:
   • Order number or receipt
   • Date and time of order
   • Contact information used for the order
   • Detailed description of the issue
3. Documentation: If applicable, provide photos of the issue (damaged food, incorrect items, etc.).
4. Investigation: Our customer service team will investigate your claim and may contact you for additional information.
5. Resolution: We will notify you of our decision within 24 hours and proceed with the refund if approved.

Approved refunds will be processed using the following methods and timeframes:

Refund to Original Payment Method

• Credit/Debit Cards: 3-5 business days
• PayPal: 1-2 business days
• Bank Transfer: 5-7 business days
• Cash Payments: Immediate refund available in-store or 3-5 days via bank transfer

Alternative Refund Methods

• Store Credit: Immediate credit to your account for future orders
• Gift Card: Digital gift card sent via email within 24 hours
• Cash Refund: Available for in-store purchases when original payment was cash

Note: Refund processing times may vary depending on your bank or payment provider. Refunds will appear as "Apache Pizza Refund" on your statement.

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality food you deserve:

Food Item Exchanges

• Incorrect Orders: Free replacement of the correct item
• Quality Issues: Fresh preparation of the same item or substitute of equal value
• Temperature Issues: Re-heating or fresh preparation as appropriate

Gift Card Exchanges

• Gift cards can be exchanged for different denominations
• Physical gift cards can be converted to digital format
• No additional fees for exchanges

Exchange Process

1. Contact our customer service team
2. Describe the issue and preferred resolution
3. We will arrange for exchange or replacement
4. New items will be prepared fresh and delivered/available for pickup

We take special care to ensure all food items are properly prepared and safely delivered. However, if you receive damaged or defective items:

Immediate Actions

• Do Not Consume: If food appears spoiled, damaged, or unsafe, do not consume it
• Take Photos: Document the condition of the items
• Contact Us Immediately: Call +353 1 617 0999 for immediate assistance
• Preserve Evidence: Keep the damaged items for inspection if requested

Our Response

• Immediate Replacement: Fresh items prepared and delivered at no charge
• Full Refund: Complete refund of the order value
• Delivery Credit: Compensation for delivery charges and inconvenience
• Investigation: We will investigate the cause to prevent future occurrences

Safety Concerns

If you experience any food safety issues or allergic reactions:

• Seek medical attention if necessary
• Contact us immediately with details
• We will work with health authorities as required
• Full compensation and medical expense coverage will be considered

For refund requests, exchanges, or any concerns about your order, please contact us using any of the following methods:

What to Include in Your Refund Request

• Order number or receipt
• Date and time of order
• Description of the problem
• Photos (if applicable)
• Preferred resolution method
• Contact information for follow-up

Last Updated: January 2025

Note: This refund policy is subject to change without notice. Please check this page regularly for updates. For questions about this policy, please contact our customer service team.