Refund Policy

Last Updated: June 10, 2024

1. Our Commitment to Customer Satisfaction

At Pizzaville, we are committed to ensuring our customers' complete satisfaction with every order. We take pride in the quality of our products and services. If you are not fully satisfied with your purchase, we offer a straightforward refund policy as outlined below.

2. Conditions for Refunds

We understand that sometimes things don't go as planned. You may be eligible for a refund if:

  • Your order arrives significantly late (more than 30 minutes beyond the estimated delivery time)
  • Your order is incorrect or incomplete
  • The quality of the food does not meet our standards
  • There are missing items from your order
  • The food is damaged during delivery
  • You experience an allergic reaction due to incorrect ingredient information

2.1 Proof of Purchase

To process a refund, we require proof of purchase. This can be in the form of:

  • Order confirmation email
  • Order number
  • Receipt
  • Account order history

3. Refund Processing Timeframes

We strive to process all refund requests promptly. Here's what you can expect:

  • Initial Review: We will review your refund request within 24-48 hours of receipt
  • Decision: Once reviewed, we will notify you of our decision via email
  • Processing Time: If approved, refunds will be processed within 3-5 business days
  • Financial Institution Processing: After we process your refund, your financial institution may require additional time (typically 5-10 business days) for the funds to appear in your account

3.1 Refund Methods

Refunds will be issued using the same method of payment used for the original purchase:

  • Credit/debit card refunds will be credited back to the original card
  • PayPal payments will be refunded to your PayPal account
  • Gift card purchases will be refunded to a new gift card or store credit

4. 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 your order number and details about the issue
  3. Include any relevant photos if applicable (for issues related to food quality or damage)
  4. Specify whether you are requesting a full or partial refund

You can submit your refund request through the following channels:

  • Phone: +440861372084 (during business hours)
  • Email: [email protected]
  • Contact Form: Available on our Contact page
  • In-person: Visit any Pizzaville location with your receipt

5. Exceptions to Our Refund Policy

While we strive to accommodate all reasonable refund requests, there are some situations where refunds may not be issued:

  • Refund requests made more than 24 hours after the order was delivered
  • Issues resulting from incorrect delivery information provided by the customer
  • Subjective dissatisfaction with food that meets our quality standards
  • Changes of mind about the order after it has been prepared
  • Special promotional offers, discount items, or items marked as "final sale"
  • Orders with evidence of significant consumption (more than 25% of the food has been eaten)

5.1 Alternative Resolutions

In cases where a full refund is not applicable, we may offer alternative solutions:

  • Partial refund
  • Store credit or gift card
  • Replacement of the affected item on your next order
  • Discount on future purchases

6. Special Circumstances

6.1 Pre-ordered Items

For pre-ordered items or catering orders, cancellation must be made at least 24 hours in advance to be eligible for a full refund. Cancellations made less than 24 hours in advance may be subject to a 25% cancellation fee.

6.2 Online Orders

For online orders, you may cancel your order for a full refund if it has not yet been prepared. Once an order has entered the preparation phase, cancellation may result in partial refunds or store credit.

7. Contact Information for Refund Inquiries

If you have questions about our refund policy or the status of your refund request, please contact us at:

Pizzaville Customer Service
54 Wood Extensions East
Dan, PO21 3JR
Canada

Email: [email protected]
Phone: +440861372084
Hours: Monday-Friday, 9:00 AM - 9:00 PM EST

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.