Refund Policy

1. Overview

At Salvatorees Pizza, we are committed to providing exceptional food and service to our customers. We understand that sometimes issues may arise with your order, and we want to make the refund process as straightforward and fair as possible.

This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting refunds, and the timeframes involved. Our goal is to ensure customer satisfaction while maintaining fair business practices.

2. Refund Eligibility

Refunds may be issued under the following circumstances and conditions:

2.1 Timeframe Requirements

• Delivery Orders: Refund requests must be made within 2 hours of delivery
• Pickup Orders: Refund requests must be made within 1 hour of pickup
• Dine-In Orders: Issues must be reported before leaving the restaurant
• Online Orders: Cancellations must be requested within 5 minutes of placing the order

2.2 Valid Reasons for Refunds

• Incorrect order received (wrong items or missing items)
• Food quality issues (cold, burnt, spoiled, or inedible)
• Late delivery (more than 60 minutes past estimated time)
• Order cancellation by restaurant due to unavailability
• Allergic reaction due to incorrect ingredients
• Damaged packaging resulting in contaminated food

2.3 Proof of Purchase

To be eligible for a refund, customers must provide:

• Original receipt or order confirmation number
• Photo evidence of the issue (if applicable)
• Description of the problem
• Contact information for follow-up

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

3.1 Customer-Related Issues

• Change of mind after order is prepared
• Incorrect address provided by customer
• Customer not available for delivery after multiple attempts
• Dietary preferences not communicated during ordering
• Orders consumed partially before complaint

3.2 Promotional and Special Items

• Free promotional items or complimentary add-ons
• Gift card purchases (unless required by law)
• Special event catering deposits (subject to specific terms)
• Custom orders made to specific customer requirements

3.3 External Factors

• Delays due to extreme weather conditions
• Issues caused by third-party delivery services
• Force majeure events (natural disasters, emergencies)

4. Refund Process

Follow these steps to request a refund:

4.1 Step-by-Step Process

1. Contact Us Immediately: Call +21 694 873 6316 or email [email protected] with your order details
2. Provide Information: Share your order number, description of the issue, and any supporting photos
3. Investigation: Our team will review your request within 2 hours during business hours
4. Resolution Offer: We'll propose a solution (full refund, partial refund, replacement, or store credit)
5. Processing: Once approved, refunds are processed according to our standard timeframes
6. Confirmation: You'll receive email confirmation once the refund is initiated

4.2 Required Information

When contacting us for a refund, please have the following ready:

• Order confirmation number
• Date and time of order
• Payment method used
• Detailed description of the issue
• Photos of the problematic items (if applicable)
• Your contact information

5. Refund Methods and Timeframes

5.1 Refund Methods

Refunds are processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunded to the original card used for payment
• Cash Orders: Cash refund at the restaurant or store credit
• Online Payments: Reversed through the original payment processor
• Gift Cards: Refunded as store credit or new gift card

5.2 Processing Timeframes

• Cash Refunds: Immediate at restaurant location
• Credit/Debit Card Refunds: 3-5 business days
• Online Payment Refunds: 5-10 business days
• Store Credit: Immediate issuance

Note: Actual refund times may vary depending on your bank or payment provider's processing policies.

6. Exchanges Policy

6.1 When Exchanges Are Offered

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

• Incorrect orders can be replaced with correct items
• Quality issues may be resolved with fresh preparation
• Missing items will be provided at no additional charge
• Cold food will be prepared fresh and re-delivered

6.2 Exchange Process

1. Contact our customer service team immediately
2. Describe the issue with your order
3. We'll arrange for a replacement order
4. Return of original items may be required
5. New order will be prioritized for quick delivery/pickup

6.3 Store Credit Option

When immediate replacement isn't possible, we may offer store credit equal to your order value, which can be used for future purchases with no expiration date.

7. Damaged or Defective Items

7.1 Immediate Response

For orders with damaged or defective items, we provide priority handling:

• Full Refund: Available immediately for completely inedible items
• Immediate Replacement: Fresh preparation of affected items
• Delivery Credit: Compensation for delivery fees when applicable
• Future Order Discount: Additional compensation for inconvenience

7.2 Health and Safety Priority

If damaged items pose potential health risks:

• Immediate full refund is provided
• Items should be disposed of safely
• We investigate the cause to prevent future occurrences
• Additional compensation may be offered

7.3 Documentation Required

For damaged items, please provide:

• Clear photos of the damaged product
• Photo of packaging/container if damaged
• Description of how damage was discovered
• Time between delivery and discovery

8. Contact Information for Refund Requests

8.1 Business Hours Response Times

• Phone Calls: Immediate response during business hours
• Email Requests: Response within 2 hours during business hours
• After Hours: Next business day response guaranteed
• Urgent Issues: Emergency line available for food safety concerns

8.2 Online Support

For non-urgent refund requests, you can also:

• Use our website contact form
• Send a direct message on social media
• Visit our restaurant location during operating hours