Refund Policy

1. Overview

At Freshslice Pizza, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions under which we offer refunds for orders placed through our website, mobile-responsive platform, or directly at our locations.

We understand that issues can occasionally arise, and we strive to address them promptly and fairly. Our goal is to make the refund process as smooth and transparent as possible while maintaining the high-quality standards our customers expect.

2. Eligibility for Refunds

We consider refund requests under the following circumstances:

2.1 Quality Issues

You may be eligible for a refund if:

• The food received was of substandard quality
• The order was incorrect or incomplete
• Foreign objects were found in the food
• The food was unsafe for consumption

2.2 Delivery Issues

You may be eligible for a refund if:

• Your order was not delivered
• The delivery was excessively late (more than 60 minutes beyond the estimated delivery time)
• The food arrived damaged due to improper handling during delivery
• The order was delivered to the wrong address despite correct information being provided

2.3 Technical Issues

You may be eligible for a refund if:

• Your credit card was charged multiple times for the same order
• You experienced a technical error during checkout that resulted in an unwanted order
• Promotional discounts or coupons were not properly applied despite being valid

2.4 Cancellation

If you wish to cancel your order:

• Cancellations requested within 5 minutes of placing an order will be eligible for a full refund
• Cancellations after 5 minutes but before the order enters preparation may be eligible for a partial refund
• Orders that have already entered preparation generally cannot be canceled or refunded

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us Promptly: Notify us of the issue as soon as possible, preferably within 24 hours of receiving your order.
2. Provide Order Details: Include your order number, date of purchase, and detailed description of the issue.
3. Submit Supporting Evidence: When applicable, provide photos of the issue (e.g., damaged food, incorrect items).
4. Specify Your Preferred Resolution: Let us know if you're seeking a full refund, partial refund, or replacement.

You can submit your refund request through one of the following channels:

• Online Form: Complete the refund request form on our website
• Email: Send your request to [email protected]
• Phone: Call our customer service at +446807650585
• In-Person: Visit the location where you placed your order

3.2 Refund Review Process

Once we receive your refund request:

1. Our customer service team will acknowledge receipt of your request within 24 hours
2. We will review your case and may request additional information if needed
3. We will make a decision regarding your refund within 3-5 business days
4. You will be notified of the outcome via your preferred contact method

3.3 Approved Refunds

If your refund request is approved:

• Refunds will be processed to the original payment method used for the purchase
• Credit card refunds typically take 5-10 business days to appear on your statement, depending on your financial institution
• In some cases, we may offer store credit or a replacement instead of a monetary refund

4. Refund Options

4.1 Full Refunds

Full refunds (100% of the order value) may be issued when:

• The entire order was of unacceptable quality
• The order was never delivered
• Multiple items in the order were incorrect
• The order resulted in a food safety concern

4.2 Partial Refunds

Partial refunds may be issued when:

• Only certain items in the order were problematic
• The order was delivered late but was otherwise acceptable
• Minor errors occurred that did not significantly impact the overall order

4.3 Alternative Resolutions

In some cases, we may offer alternatives to monetary refunds, such as:

• Store credit for a future purchase
• Replacement of the affected items
• Discount coupons for future orders
• Loyalty points added to your account

The type of resolution offered will depend on the specific circumstances of your case and may be influenced by factors such as the severity of the issue and your order history.

5. Exceptions and Limitations

5.1 Time Limitations

Refund requests must be submitted within:

• 24 hours of delivery for quality, incorrect order, or delivery issues
• 48 hours for technical or billing issues
• 7 days for any other concerns

Requests submitted after these timeframes may be reviewed on a case-by-case basis but are not guaranteed.

5.2 Non-Refundable Items and Scenarios

The following are generally not eligible for refunds:

• Personal preference issues (e.g., you didn't enjoy the taste but the food was properly prepared)
• Orders that have been fully consumed
• Delivery delays caused by factors outside our control (severe weather, traffic incidents, etc.)
• Incorrect orders where the error was due to customer mistake during ordering
• Special promotional items marked as "non-refundable"

5.3 Excessive Refund Requests

While we value customer satisfaction, we monitor refund patterns to prevent abuse of our refund policy. Customers with excessive refund requests may:

• Have their refund requests subject to additional scrutiny
• Be offered alternative resolutions instead of monetary refunds
• In extreme cases, be barred from future refunds

We evaluate each customer's refund history on a case-by-case basis.

6. Special Circumstances

6.1 Promotions and Discounts

For orders placed using promotions, discounts, or coupons:

• Refunds will generally be calculated based on the actual amount paid (after discounts)
• One-time use promotional codes cannot be reactivated after a refund
• Refunds for orders using reward points or store credit may be returned in the same form

6.2 Large Orders and Catering

For large orders (over $100) or catering orders:

• 24-hour advance notice is required for cancellations to be eligible for a refund
• A 15% restocking fee may apply to canceled catering orders
• Partial refunds may be offered if only a portion of a large order is affected

6.3 Gift Cards

Our policy for gift cards is as follows:

• Gift cards are non-refundable once purchased
• Lost or stolen gift cards cannot be replaced unless registered
• Damaged gift cards may be replaced upon verification

7. Customer Satisfaction Guarantee

At Freshslice Pizza, we stand behind the quality of our products. If you're not completely satisfied with your order for any reason, we want to make it right. We may offer a solution that goes beyond our standard refund policy as part of our commitment to customer satisfaction.

Our customer satisfaction guarantee reflects our belief that every customer should have a positive experience with Freshslice Pizza. We value your feedback as it helps us improve our products and services.

8. Changes to This Policy

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

9. Contact Information

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

We aim to respond to all inquiries within 24 hours during business days.