Refund Policy

1. Overview

At Apache Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service. If you are not completely satisfied with your order, we will work with you to resolve any issues promptly and fairly.

This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for orders placed through our website, mobile app, or directly with our restaurant locations.

Our Commitment: We stand behind the quality of our food and service. If your order does not meet your expectations, we encourage you to contact us immediately so we can make it right.

2. Eligibility for Refunds

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

Timeframe Requirements

• Immediate Issues: Problems with food quality, temperature, or missing items must be reported within 2 hours of delivery or pickup
• Service Issues: Delivery delays, incorrect orders, or customer service concerns must be reported within 24 hours of the scheduled delivery time
• Online Ordering Issues: Technical problems with payment processing must be reported within 48 hours of the transaction

Proof of Purchase

• Valid order confirmation number or receipt
• Credit card or payment method verification
• Contact information associated with the order

Valid Reasons for Refunds

• Food received cold or at unsafe temperatures
• Incorrect items received (wrong pizza toppings, size, or products)
• Missing items from your order
• Food quality issues (undercooked, overcooked, or spoiled)
• Delivery significantly delayed beyond promised time
• Delivery to wrong address due to our error
• Double charges or payment processing errors

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Partially Consumed Orders: Food that has been significantly consumed (more than 25% of the order)
• Customer Preference: Orders that do not meet personal taste preferences but were prepared correctly
• Customer Error: Incorrect delivery address provided by customer
• Promotional Items: Free items received through promotions or loyalty programs
• Gift Cards: Purchased gift cards (unless required by law)
• Late Reporting: Issues reported outside the specified timeframes
• Third-Party Delivery: Issues caused by third-party delivery services beyond our control
• Weather-Related Delays: Delivery delays due to severe weather conditions
• Custom Orders: Special dietary modifications that were prepared as requested

Note: In cases where refunds are not applicable, we may offer store credit, replacement items, or other appropriate remedies at our discretion.

4. Refund Process

To request a refund, please follow these steps:

Step 1: Contact Customer Service

• Phone: +353 1 670 3865 (Available daily 9:00 AM - 11:00 PM)
• Email: [email protected]
• Online Form: Complete our refund request form on our website
• In-Person: Visit our restaurant location at 4 Nassau St, Dublin

Step 2: Provide Required Information

• Order confirmation number
• Date and time of order
• Detailed description of the issue
• Photos of the food (if applicable)
• Contact information for follow-up

Step 3: Review and Investigation

• Our customer service team will review your request within 24 hours
• We may contact you for additional information or clarification
• Investigation typically completed within 2-3 business days

Step 4: Resolution

• You will be notified of our decision via email or phone
• Approved refunds are processed immediately
• Alternative resolutions may be offered if refund is not applicable

5. Refund Methods and Timeframes

Original Payment Method

Refunds are processed to the original payment method used for the purchase:

• Credit Cards: 3-5 business days to appear on statement
• Debit Cards: 5-7 business days to appear in account
• Digital Wallets: 1-3 business days (PayPal, Apple Pay, Google Pay)
• Bank Transfers: 5-10 business days

Store Credit Option

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

• Store credit is issued immediately
• Valid for 12 months from date of issue
• Can be used for online or in-store purchases
• Non-transferable and cannot be redeemed for cash

Cash Orders

For orders paid in cash at our restaurant locations:

• Full refund available in cash immediately
• Refunds processed during business hours only
• Valid ID required for refunds over €50

6. Exchanges Policy

In many cases, exchanges may be more appropriate than refunds:

When Exchanges Are Offered

• Incorrect orders can be exchanged for the correct items
• Cold food can be replaced with fresh, hot items
• Quality issues resolved with replacement orders
• Size or topping errors corrected with proper items

Exchange Process

• Contact us immediately upon discovering the issue
• Replacement items prepared with priority
• Original items may need to be returned (if safe to do so)
• No additional charges for exchanges due to our error

Delivery for Exchanges

• Free redelivery for exchanges due to our error
• Expedited preparation and delivery
• Tracking provided for replacement orders

7. Damaged or Defective Items

Special procedures apply for damaged or defective food items:

Immediate Action Required

• Do not consume food that appears spoiled or unsafe
• Take photos of the damaged items
• Contact us immediately at +353 1 670 3865
• Keep all packaging and receipts

Food Safety Concerns

• Full refund guaranteed for any food safety issues
• Immediate investigation initiated
• Replacement order offered if desired
• Follow-up to ensure customer satisfaction

Packaging Damage

• Damaged packaging that affects food quality
• Spilled or contaminated items due to poor packaging
• Missing protective materials for delivery