Refund Policy - Freshslice Pizza

At Freshslice Pizza, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions under which we will provide refunds, replacements, or store credits for orders placed through our website, mobile application, or directly at our restaurant locations.

1. Order Satisfaction Guarantee

We take pride in serving quality food and providing excellent customer service. If you are not completely satisfied with your order, please contact us immediately so we can make it right.

To qualify for our Satisfaction Guarantee, you must notify us within 60 minutes of receiving your order or before consuming more than 25% of the food item(s) in question, whichever comes first.

2. Refund Eligibility

You may be eligible for a refund, replacement, or store credit under the following circumstances:

2.1 Quality Issues

Food arrives cold when it should be hot
Order contains undercooked or overcooked items
Food quality does not meet our standards
Foreign objects found in food

2.2 Order Accuracy Issues

Missing items from your order
Incorrect items or toppings
Allergen concerns (ingredients included that were specifically requested to be excluded)

2.3 Delivery Issues

Significant delivery delay (more than 30 minutes beyond estimated delivery time)
Order damaged during delivery
Order delivered to wrong address (when correct address was provided)

2.4 Technical or System Issues

Duplicate charges for the same order
Technical errors resulting in incorrect pricing
System errors causing order processing problems

3. Refund Process

3.1 How to Request a Refund

To request a refund, please use one of the following methods:

Phone: Call our customer service team at +445254871907
Email: Send details of your concern to [email protected]
In-Person: Visit the restaurant location where you placed your order
Mobile App: Use the "Report a Problem" feature in our mobile application
Website: Submit a complaint through the Contact Us form on our website

3.2 Information Required

When requesting a refund, please provide the following information:

Order number or receipt
Date and time of purchase
Restaurant location (for in-store purchases) or delivery address
Description of the issue
Photos of the issue (if applicable and available)
Your preferred resolution (refund, replacement, or store credit)

3.3 Review Process

Once we receive your refund request, we will:

Acknowledge receipt of your request within 24 hours
Review the details of your order and the reported issue
Contact you if additional information is needed
Make a determination regarding your refund request
Process approved refunds or provide alternative solutions

3.4 Refund Timeframe

If your refund is approved:

Credit/debit card refunds typically appear on your statement within 5-10 business days, depending on your financial institution
Digital wallet refunds (Apple Pay, Google Pay, PayPal) are typically processed within 3-5 business days
Store credits or replacement items can be issued immediately

4. Refund Options

Depending on the circumstances, we may offer one of the following solutions:

4.1 Full Refund

A full refund to your original payment method for the entire order amount, including taxes and delivery fees (if applicable), when there are significant issues affecting the entire order.

4.2 Partial Refund

A partial refund for specific items that did not meet expectations, while the remainder of the order was satisfactory.

4.3 Replacement

A replacement of the specific items or entire order, delivered to you as quickly as possible.

4.4 Store Credit

Store credit for the full or partial amount of your order, which can be used toward future purchases at any Freshslice Pizza location.

The form of refund offered may depend on the specific circumstances, order history, and nature of the issue. We reserve the right to determine the most appropriate solution on a case-by-case basis.

5. Exceptions and Limitations

5.1 Non-Refundable Items

The following are generally not eligible for refunds:

Promotional items marked as non-refundable
Orders where more than 25% of the food has been consumed
Gift cards (except where required by law)
Special orders or custom items made to your specifications

5.2 Time Limitations

Refund requests must be submitted within:

60 minutes of receiving your delivery order
60 minutes of pickup time for takeout orders
Before leaving the restaurant for dine-in orders
24 hours for billing errors or duplicate charges

5.3 Repeated Refund Requests

We reserve the right to decline refund requests from customers who have established a pattern of excessive complaints or refund requests. We monitor refund activity to identify potential misuse of our refund policy.

6. Special Circumstances

6.1 Promotional Offers and Discounts

For orders placed using promotional codes or discounts:

Refunds will be based on the actual amount paid after discounts
One-time use promotional codes cannot be reactivated or transferred once used
Refunds for BOGO (buy one get one) or similar offers will be prorated based on the effective price paid per item

6.2 Third-Party Delivery Services

If you ordered Freshslice Pizza through a third-party delivery service (such as DoorDash, Uber Eats, or Skip the Dishes):

Refund requests for delivery issues should be directed to the delivery service provider
Refund requests for food quality or accuracy should be directed to Freshslice Pizza
Processing times for refunds may be longer due to the involvement of the third-party platform

6.3 Catering Orders

Catering orders are subject to the following additional terms:

Cancellations must be made at least 24 hours in advance for a full refund
Cancellations made less than 24 hours in advance may be eligible for a 50% refund
Quality or accuracy issues must be reported within 2 hours of delivery or pickup

7. Customer Feedback

We value your feedback, even when it's critical. Your comments help us improve our products and services. In addition to addressing your immediate concern, we use customer feedback to:

Identify training opportunities for our staff
Improve our food preparation processes
Enhance our delivery systems
Update our menu offerings

We appreciate your taking the time to let us know when we haven't met your expectations.

8. Policy Changes

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

9. Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us at:

Freshslice Pizza
5 Abbie Road North
Jayden, BT5 5ED
Canada
Email: [email protected]
Phone: +445254871907

10. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable laws. If there is a conflict between this policy and applicable consumer protection laws, the consumer protection laws will prevail.