1. Introduction
At Freshslice Pizza, customer satisfaction is our top priority. We understand that sometimes issues may arise with your order, and we are committed to resolving these issues fairly and efficiently. This Refund Policy outlines the circumstances under which we offer refunds or replacements for orders placed through our website, mobile app, or directly at our restaurant locations.
By placing an order with Freshslice Pizza, you agree to the terms of this Refund Policy. Please read this policy carefully to understand your rights and our responsibilities regarding refunds and replacements.
2. Order Issues and Eligibility for Refunds
2.1 Quality Issues
We take pride in the quality of our food. If you are not satisfied with the quality of your order, you may be eligible for a refund or replacement under the following circumstances:
- The food is undercooked, overcooked, or otherwise not prepared according to our standard procedures
- The food contains foreign objects or contaminants
- The food appears spoiled or unsafe for consumption
- The food tastes significantly different from our standard product
2.2 Order Accuracy Issues
If your order is incorrect, you may be eligible for a refund or replacement for the affected items if:
- You received items different from what you ordered
- Requested toppings or modifications were missed or incorrect
- Items were missing from your order
2.3 Delivery Issues
For delivery orders, you may be eligible for a refund or replacement if:
- Your order arrives more than 60 minutes after the estimated delivery time provided at checkout
- Your food arrives in poor condition due to improper handling during delivery (e.g., pizza is upside down, crushed, or excessively cold)
- Your order was never delivered
2.4 Technical Issues
If you experience technical issues with our website or mobile app that result in:
- Multiple charges for the same order
- Incorrect pricing or total amount charged
- Orders being placed without your authorization
You may be eligible for a refund of the affected amount.
3. Refund Process
3.1 Timeframe for Reporting Issues
To be eligible for a refund or replacement, you must report the issue:
- For delivery or takeout orders: Within 2 hours of receiving your order
- For dine-in orders: Before leaving the restaurant
- For billing or technical issues: Within 7 days of the transaction date
3.2 How to Request a Refund
You can request a refund or replacement through the following channels:
- By Phone: Call the restaurant location that prepared your order or our customer service line at +44 898 271 2854
- In Person: Visit the restaurant location where you placed or received your order
- Online: Submit a request through the "Contact Us" form on our website or through our mobile app
- By Email: Send your request to [email protected]
3.3 Information Required
When requesting a refund or replacement, please provide the following information:
- Order number or receipt
- Date and time of purchase
- Location where the order was placed
- Description of the issue
- Photos of the affected food items (if applicable and available)
- Your contact information
- Your preferred resolution (refund or replacement)
3.4 Review Process
Once we receive your request, we will:
- Acknowledge receipt of your request within 24 hours
- Review the details of your order and the reported issue
- May contact you for additional information if needed
- Make a determination regarding your refund or replacement request
- Notify you of our decision and process any approved refunds or arrange replacements
We strive to resolve all refund requests within 3-5 business days.
4. Refund Methods and Timing
4.1 Refund Methods
Refunds will be issued using the original payment method used for the order:
- Credit/Debit Card: Refunds will be credited back to the original card used for the purchase
- Online Payment Services: Refunds for payments made through services like PayPal will be credited back to your account with that service
- Cash Payments: For orders paid in cash, you may need to visit the restaurant location to receive your refund in cash, or we may offer store credit
- Gift Cards: Refunds for purchases made with gift cards will be issued as store credit or as a new gift card
4.2 Timing of Refunds
Once a refund is approved:
- Credit/Debit Card refunds typically appear on your statement within 5-10 business days, depending on your card issuer's policies
- Online Payment Service refunds usually process within 3-5 business days
- Cash refunds or store credit are provided immediately when processed in person
Please note that while we process refunds promptly, the timing of when the refund appears in your account is subject to your financial institution's procedures and processing times.
4.3 Partial Refunds
In some cases, we may issue partial refunds if only part of your order was affected by issues. The refund amount will be proportional to the value of the affected items, including applicable taxes on those items.
5. Replacements
5.1 Replacement Options
Instead of a refund, you may opt for a replacement for the affected items. Replacements may be provided in the following ways:
- Immediate Redelivery: For delivery orders, we may arrange for the correct or replacement items to be delivered to you
- Pickup Replacement: You may pick up replacement items at the restaurant location
- Future Order Credit: We may add a credit for the affected items to your account for use on a future order
- Promotional Offers: In some cases, we may offer additional compensatory items or discounts in addition to replacing the affected items
5.2 Delivery Fees for Replacements
If we offer to redeliver replacement items:
- No additional delivery fee will be charged if the issue was our error or responsibility
- If the redelivery is required due to customer error (such as providing an incorrect address), a delivery fee may apply
6. Exceptions and Limitations
6.1 Non-Refundable Circumstances
Refunds or replacements may not be available in the following situations:
- Customer changed their mind about the order after it was prepared or delivered
- Issues reported outside the specified timeframes in Section 3.1
- Personal taste preferences (e.g., you simply didn't enjoy the pizza) when the product was prepared correctly according to our standards
- Damage or quality issues resulting from customer handling after delivery (e.g., reheating improperly, storing incorrectly)
- Unavailability of specific ingredients that were communicated to you before your order was confirmed
- Delivery delays caused by factors outside our control (severe weather, road closures, incorrect address provided by customer)
6.2 Special Promotions and Discounts
Orders placed using special promotions, discounts, or coupon codes may be subject to additional refund restrictions as specified in the terms of that promotion.
6.3 Excessive Refund Requests
We reserve the right to refuse refund requests from customers with a history of excessive refund claims. This determination will be made at our sole discretion based on a review of the customer's order and refund history.
7. Gift Cards and Store Credit
7.1 Gift Card Purchases
Gift card purchases are generally non-refundable except in the following circumstances:
- The gift card was not activated properly
- The gift card was defective or damaged upon receipt
- The gift card was purchased as part of a fraudulent transaction
7.2 Store Credit
Store credit issued as a resolution for order issues:
- Cannot be converted to cash
- Is typically valid for 90 days from the date of issuance
- May be used for any menu items at participating Freshslice Pizza locations
- Is non-transferable
8. Customer Satisfaction Guarantee
Beyond our standard refund policy, Freshslice Pizza offers a Customer Satisfaction Guarantee. If you are not completely satisfied with your Freshslice Pizza experience for any reason, please let us know, and we will make every reasonable effort to make it right.
Our goal is to ensure that every customer has a positive experience with Freshslice Pizza, and we value your feedback as an opportunity to improve our products and services.
9. Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting the updated policy on our website with the "Last Updated" date revised accordingly. We encourage you to review this policy periodically.
10. Contact Information
If you have any questions or concerns about our Refund Policy, please contact our Customer Service team:
Freshslice Pizza Customer Service
Studio 00 Thomas Glens
North Harleyfort, M20 1BT
Canada
Email: [email protected]
Phone: +44 898 271 2854
Hours of Operation: Monday-Friday, 9:00 AM - 10:00 PM EST
