Refund Policy

1. Overview

At Apache Pizza, customer satisfaction is our highest priority. We are committed to providing exceptional food quality and service to all our customers across Ireland. This refund policy outlines the terms and conditions under which refunds may be requested and processed.

This policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases. By placing an order with Apache Pizza, you acknowledge that you have read, understood, and agree to be bound by this refund policy.

2. Refund Eligibility

Refunds may be requested under the following conditions:

Time Limitations

• Refund requests must be made within 24 hours of order delivery or pickup
• For quality issues, contact us immediately upon receiving your order
• Late delivery complaints must be reported within 2 hours of scheduled delivery time

Required Documentation

• Original order confirmation number or receipt
• Photographic evidence for quality-related issues (when applicable)
• Detailed description of the problem or concern
• Contact information for follow-up communication

Valid Reasons for Refund

• Order not delivered or significantly delayed (beyond 60 minutes)
• Incorrect items received that differ from your order
• Food quality issues (cold, burnt, or improperly prepared items)
• Missing items from your order
• Food safety concerns or contamination
• Delivery to wrong address (Apache Pizza error only)

3. Non-Refundable Items and Circumstances

The following items and situations are not eligible for refunds:

Excluded Items

• Gift cards and promotional vouchers (non-transferable and non-refundable)
• Special event catering orders (requires 48-hour notice for cancellation)
• Custom or personalized pizza orders that were prepared according to specifications
• Promotional items received as part of special offers

Customer-Related Issues

• Change of mind after order has been prepared or dispatched
• Incorrect delivery address provided by customer
• Customer unavailable for delivery after multiple attempts
• Orders cancelled after preparation has begun
• Allergic reactions when allergen information was clearly provided
• Personal taste preferences (unless there is a preparation error)

External Circumstances

• Delays caused by extreme weather conditions or natural disasters
• Delivery restrictions due to road closures or safety concerns
• Force majeure events beyond Apache Pizza's control

4. Refund Request Process

Follow these steps to request a refund:

5. Refund Methods and Timeframes

Payment Method Returns

Refunds are typically processed using the original payment method:

• Credit/Debit Cards: 3-5 business days (may take up to 10 days depending on your bank)
• Cash Payments: Immediate cash refund at store or via bank transfer within 1-2 business days
• Online Banking: 1-3 business days
• Digital Wallets: 1-5 business days depending on provider

Store Credit Option

Customers may choose to receive store credit instead of a monetary refund:

• Store credit is issued immediately as a digital voucher
• Valid for 12 months from issue date
• Can be used for any menu items or services
• Non-transferable but can be used across multiple orders

6. Exchanges Policy

When Exchanges Are Available

We offer exchanges in the following situations:

• Incorrect pizza toppings or size delivered
• Missing items from your order
• Food quality issues where customer prefers replacement
• Dietary restriction errors (wrong crust type, cheese, etc.)

Exchange Process

• Contact us immediately when you discover the issue
• Keep the original items until replacement is arranged
• Replacement orders receive priority preparation and delivery
• No additional charges for exchanges due to Apache Pizza errors

Exchange vs Refund

In many cases, we can offer both options. Exchanges are often faster for immediate satisfaction, while refunds provide monetary compensation. Our customer service team will discuss the best option for your specific situation.

7. Damaged or Defective Items

Immediate Action Required

For damaged or defective food items:

• Do not consume the affected items
• Contact us immediately at +353 21 477 2209
• Take photos of the issue if safe to do so
• Preserve the items for potential inspection

Types of Damage/Defects

• Physical Damage: Crushed boxes, spilled contents, contamination
• Temperature Issues: Cold food that should be hot, melted items
• Preparation Defects: Burnt, undercooked, or incorrectly made items
• Packaging Problems: Leaking containers, missing lids or utensils

Our Response

• Full refund or immediate replacement at no charge
• Investigation to prevent future occurrences
• Potential additional compensation for significant inconvenience
• Follow-up to ensure satisfaction with resolution

8. Contact Information for Refund Requests

Important Notes

• This refund policy is subject to change with 30 days notice posted on our website
• Refunds are processed according to Irish consumer protection laws
• Apache Pizza reserves the right to refuse refunds for fraudulent or abusive requests
• For disputes not resolved through our customer service, contact the Competition and Consumer Protection Commission
• This policy supplements but does not replace your statutory consumer rights

By placing an order with Apache Pizza, you acknowledge that you have read and agree to this refund policy. We appreciate your business and are committed to ensuring your complete satisfaction with our products and services.