Refund Policy

1. Introduction

At Pizzaville, customer satisfaction is our top priority. We understand that sometimes issues may arise with your order. This Refund Policy outlines the circumstances under which we offer refunds, exchanges, or credits, and the process for requesting them.

This policy applies to all orders placed through our website, mobile application, by phone, or in person at any Pizzaville location across Canada.

We reserve the right to modify this policy at any time. Any changes will be effective immediately upon posting the updated policy on our website.

2. Satisfaction Guarantee

Pizzaville stands behind the quality of our products. If you are not completely satisfied with your order for any reason, please let us know and we will do our best to make it right.

Our satisfaction guarantee covers issues such as:

• Incorrect items delivered or missing items
• Quality issues with food (e.g., undercooked, overcooked, or otherwise not meeting our standards)
• Delivery problems (e.g., excessive delay, damaged during delivery)
• Food safety concerns

We take all customer concerns seriously and will address them promptly and fairly.

3. Eligibility for Refunds

Full Refunds

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

• Your order was never delivered
• The order received was completely incorrect (i.e., not what you ordered)
• The food was unsafe to consume
• The order was canceled by Pizzaville due to inability to fulfill it

Partial Refunds

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

• Part of your order was missing or incorrect
• There were quality issues with some items in your order
• The delivery was significantly delayed (more than 30 minutes beyond the estimated delivery time) due to reasons within our control

Alternative Remedies

In some cases, we may offer alternatives to a monetary refund, such as:

• Replacement of the affected items
• Store credit or a discount on a future order
• Complimentary items with your next order

The appropriate remedy will be determined based on the specific circumstances and your preference.

4. Refund Request Timeframe

To be eligible for a refund, you must notify us of your concerns within the following timeframes:

• For delivery orders: Within 2 hours of the delivery time
• For pickup orders: Within 30 minutes of pickup
• For catering orders: Within 2 hours of delivery or pickup

For food safety concerns, please contact us immediately.

We strongly recommend checking your order for accuracy and quality as soon as you receive it.

5. How to Request a Refund

If you experience an issue with your order, please follow these steps to request a refund:

For Online Orders

1. Log in to your Pizzaville account
2. Navigate to your order history
3. Select the order in question
4. Click on "Report an Issue" or "Request Refund"
5. Complete the form with details about your concern
6. Submit your request

For Phone Orders or In-Person Assistance

1. Call the Pizzaville location that prepared your order
2. Provide your order number (found on your receipt or confirmation email)
3. Explain the issue to the manager or team member

For Additional Support

If you need further assistance, you can contact our Customer Service team:

• Phone: +443130061995 (Monday-Friday: 9am-8pm, Saturday-Sunday: 10am-6pm)
• Email: [email protected]
• Contact form: Available on our Contact page

Please be prepared to provide the following information:

• Order number
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable and available)
• Your contact information

6. Refund Processing

Review Process

All refund requests are subject to review. We may contact you for additional information to help us assess your request. In some cases, we may need to investigate the circumstances of your order, which could include reviewing delivery timestamps, speaking with the store team, or examining quality control records.

Processing Time

Once approved, refunds are processed as follows:

• Credit card payments: Refunded to the original credit card within 5-10 business days
• Debit card payments: Refunded to the original debit card within 5-10 business days
• Online payment services (e.g., PayPal): Refunded to the original account within 5-10 business days
• Cash payments: Refunded as store credit or by another method agreed upon with the customer

Please note that while we process refunds promptly, the timing of when the refund appears in your account depends on your financial institution's processing times.

Confirmation

Once your refund has been processed, you will receive a confirmation email with the details of the refund, including the amount and method of refund.

7. Exceptions and Limitations

While we strive to ensure customer satisfaction, there are certain circumstances where refunds may be limited or not available:

Non-Refundable Situations

• Customer preference issues (e.g., you ordered a pizza but later decided you wanted a different type)
• Customized orders that were prepared according to your specifications
• Issues reported outside the specified timeframes
• Delivery delays caused by factors beyond our control (e.g., severe weather, road closures, incorrect address provided)
• Claims without sufficient evidence or information to verify the issue

Promotional Items and Discounts

Refunds for orders placed using promotions, discounts, or coupons will be adjusted to reflect the actual amount paid. Free items obtained through promotions are not eligible for cash refunds.

Delivery Fees

Delivery fees may be refunded if:

• The order was never delivered
• The delivery was significantly delayed due to reasons within our control
• The order quality issues were severe enough to render the entire order unsatisfactory

Delivery fees are not refundable when the food items are refunded but were successfully delivered.

8. Special Circumstances

Catering Orders

Catering orders are subject to specific terms:

• Cancellations made at least 24 hours before the scheduled delivery or pickup time may receive a full refund
• Cancellations made less than 24 hours before the scheduled time may be subject to a 50% cancellation fee
• Quality or accuracy issues must be reported within 2 hours of delivery or pickup

Pre-Ordered Items

For orders placed in advance:

• Cancellations made at least 2 hours before the scheduled time will receive a full refund
• Cancellations made less than 2 hours before the scheduled time may not be eligible for a refund as food preparation may have already begun

Third-Party Delivery Services

If you ordered Pizzaville through a third-party delivery service (e.g., UberEats, DoorDash):

• Refund requests should be submitted through the third-party platform first
• If you experience difficulties, you may contact us directly, and we will coordinate with the delivery service

9. Repeated Refund Requests

While we value customer satisfaction, we monitor refund patterns to ensure the fair use of our policy. Accounts with an unusual history of refund requests may be subject to additional review or limitations.

In cases of suspected abuse of our refund policy, we reserve the right to:

• Decline future refund requests
• Require additional verification for refunds
• Limit or suspend ordering privileges

We implement these measures to maintain the integrity of our refund system and ensure it remains available for all customers with legitimate concerns.

10. Contact Information

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

We appreciate your business and strive to resolve any issues promptly and fairly.