Refund Policy

Customer Satisfaction Commitment

At Apache Pizza, we are committed to providing exceptional food quality and service to all our customers. We understand that occasionally, orders may not meet your expectations, and we want to make things right. This refund policy outlines our procedures for handling refund requests to ensure a fair and transparent process for all parties.

We stand behind the quality of our products and services. If you are not completely satisfied with your Apache Pizza experience, please reach out to us within the timeframes specified below, and we will work with you to resolve any issues promptly and fairly.

Refund Eligibility

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

Timeframe Requirements

• Food Quality Issues: Must be reported within 24 hours of delivery or pickup
• Order Errors: Must be reported within 2 hours of delivery or pickup
• Delivery Issues: Must be reported within 1 hour of expected delivery time
• Catering Orders: Must be reported within 48 hours of event date

Required Documentation

• Order confirmation number or receipt
• Photos of the issue (for quality or preparation concerns)
• Detailed description of the problem
• Contact information for follow-up

Valid Reasons for Refunds

• Incorrect order received
• Food quality issues (undercooked, overcooked, stale)
• Missing items from order
• Delivery to wrong address (when correct address was provided)
• Significant delay beyond quoted delivery time
• Food safety concerns
• Damaged packaging affecting food quality

Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

1. Personal Preference: Orders that don't meet personal taste preferences when prepared correctly as ordered
2. Completed Consumption: Food that has been substantially consumed (more than 50% of the item)
3. Custom Orders: Special dietary modification requests that were fulfilled as requested
4. Late Reporting: Issues reported beyond the specified timeframes
5. Third-Party Delivery Issues: Problems caused by external delivery services beyond our control
6. Customer Location Issues: Delivery problems due to incorrect address provided by customer
7. Promotional Items: Free items received through promotions or discounts
8. Gift Cards: Purchased gift cards (unless required by law)
9. Seasonal Specials: Limited-time offers after the promotion period ends
10. Weather-Related Delays: Delivery delays due to severe weather conditions

Refund Process

Follow these steps to request a refund:

Step 1: Contact Our Support Team

• Call us at +353 86 547 7379 (preferred method for urgent issues)
• Email us at [email protected]
• Visit our contact page to submit an online form
• Visit any Apache Pizza location in person

Step 2: Provide Required Information

• Your name and contact information
• Order number and date of purchase
• Detailed description of the issue
• Photos if applicable (quality or preparation issues)
• Preferred refund method

Step 3: Investigation and Review

• Our team will review your request within 24 hours
• We may contact you for additional information
• Quality issues may require inspection of remaining food
• Resolution decision will be communicated via your preferred contact method

Step 4: Refund Processing

• Approved refunds will be processed within 3-5 business days
• You will receive confirmation once the refund is initiated
• Bank processing times may vary (typically 5-10 business days)

Refund Methods and Timeframes

Payment Method Returns

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Cards: 5-10 business days (depending on bank)
• PayPal: 1-3 business days
• Cash Payments: Immediate cash refund or store credit
• Gift Cards: Refund to new gift card (if original card used)
• Bank Transfer: 3-7 business days

Alternative Refund Options

When original payment method refund is not possible:

• Store Credit: Full value credit for future orders
• Account Credit: Applied to your Apache Pizza customer account
• Check Payment: Mailed within 10-14 business days

Processing Fees

Apache Pizza covers all refund processing fees. You will receive the full amount of your original payment, minus any delivery charges for orders where delivery was successfully completed.

Exchanges vs. Refunds

When We Offer Exchanges

In many cases, we prefer to resolve issues through exchanges rather than refunds:

• Order Errors: Immediate replacement with correct order
• Quality Issues: Fresh replacement of affected items
• Temperature Issues: Hot replacement delivery
• Missing Items: Delivery of missing components

Exchange Process

1. Report the issue immediately via phone or online
2. We'll arrange for replacement order preparation
3. Priority delivery or pickup of corrected order
4. Original order may need to be returned (food safety permitting)

Exchange Benefits

• Faster resolution than refund processing
• Ensures you receive the meal you ordered
• No waiting for bank processing times
• Often includes goodwill additions (extra items, discounts)

Damaged or Defective Items

Immediate Action Required

For damaged or defective food items, please take the following steps immediately:

1. Do not consume any food that appears spoiled, contaminated, or unsafe
2. Photograph the damaged items and packaging
3. Contact us immediately at +353 86 547 7379
4. Preserve the remaining food for inspection if requested
5. Seek medical attention if you have consumed damaged food and feel unwell

Our Response to Damaged Items

• Immediate Refund: Full refund processed within 24 hours
• Replacement Order: Fresh meal prepared and delivered at no charge
• Investigation: Quality control review to prevent future issues
• Follow-up: Check on customer satisfaction after resolution
• Compensation: Additional credit or voucher for inconvenience

Food Safety Commitment

We take food safety seriously and maintain strict quality control standards. Any food safety concerns are treated as our highest priority and will be escalated to management immediately for investigation and corrective action.