1. Introduction
At Salvatore Pizza, we take great pride in providing high-quality food and excellent service. We understand that sometimes issues may arise, and we are committed to addressing them fairly and efficiently. This Refund Policy outlines the conditions under which we offer refunds for our products and services.
By placing an order with Salvatore Pizza, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.
2. Conditions for Refunds
We are happy to provide a refund or replacement in the following situations:
2.1 Quality Issues
- Wrong Order: If you receive items that you did not order or if items from your order are missing.
- Product Quality: If the food quality does not meet our standards (e.g., undercooked, overcooked, or contains foreign objects).
- Food Safety: If you experience any food safety issues with our products.
2.2 Delivery Issues
- Excessive Delay: If your delivery arrives more than 30 minutes after the estimated delivery time provided at checkout (unless we have communicated about delays due to circumstances beyond our control, such as severe weather or unexpected traffic conditions).
- Damaged Order: If your order arrives in a damaged condition that affects the quality or safety of the food.
2.3 Other Circumstances
- Technical Errors: If you were charged multiple times for the same order due to a technical error.
- Canceled Orders: If we cannot fulfill your order and need to cancel it.
3. Refund Process
3.1 How to Request a Refund
To request a refund, please contact us through one of the following methods:
- Phone: Call our customer service at +444020909271
- Email: Send your refund request to [email protected]
- In-Person: Speak with a manager at any of our restaurant locations
- Online Form: Complete the refund request form on our website
3.2 Information Required
When requesting a refund, please provide the following information to help us process your request promptly:
- Order number or receipt
- Date and time of the order
- Description of the issue
- Preferred resolution (refund, replacement, or store credit)
- Photos of the issue (if applicable and available)
3.3 Time Frame for Requests
To be eligible for a refund, you must contact us within the following time frames:
- Delivery Orders: Within 2 hours of receiving your order
- Pickup Orders: Before leaving the restaurant or within 30 minutes of pickup, whichever is sooner
- Catering Orders: Within 1 hour of delivery or pickup
- Technical/Billing Issues: Within 14 days of the charge appearing on your statement
4. Refund Options
Depending on the circumstances, we may offer one of the following forms of resolution:
4.1 Monetary Refunds
- Full Refund: A complete refund of the purchase price if the entire order was unsatisfactory or could not be delivered.
- Partial Refund: A refund for specific items that did not meet our quality standards.
4.2 Alternative Resolutions
- Replacement: We may offer to remake and deliver a replacement for the affected items.
- Store Credit: We may issue store credit that can be used for future purchases at Salvatore Pizza.
- Discount: We may provide a discount on your next order.
The type of resolution offered will depend on the nature of the issue and may be determined at our discretion. However, we will always strive to resolve the situation in a manner that ensures your satisfaction.
5. Refund Processing Time
5.1 Review Period
We will review and respond to all refund requests within 2 business days. In most cases, we aim to resolve straightforward issues immediately during your initial contact.
5.2 Payment Processing Times
Once a refund is approved, the time it takes for the refund to appear in your account depends on your payment method:
- Credit/Debit Cards: Refunds typically appear in your account within 5-10 business days, depending on your card issuer's policies.
- Digital Wallets (Apple Pay, Google Pay, etc.): Refunds typically appear within 3-5 business days.
- Cash Payments: Refunds for cash payments must be collected in person at the restaurant location where the purchase was made. Please bring your receipt.
Please note that we have no control over the processing time once the refund has been issued from our end. If you do not see the refund in your account after the expected processing time, please contact your financial institution before reaching out to us again.
6. Exceptions and Limitations
6.1 Non-Refundable Items
The following situations are generally not eligible for refunds:
- Personal taste preferences when the food was prepared according to the menu description (e.g., finding a dish too spicy when it is indicated as spicy on the menu)
- Orders that have been consumed more than 50% (except in cases of food safety issues)
- Special orders or customized items that were prepared according to your specifications
- Promotional items or complimentary products
- Delivery fees if the delivery was completed (even if there were issues with the food items)
6.2 External Factors
We may not be able to provide refunds in the following circumstances:
- Delivery delays caused by factors beyond our control (severe weather, traffic accidents, natural disasters)
- Incorrect delivery address provided by the customer
- Customer unavailable to receive the order after multiple delivery attempts
6.3 Gift Cards and Promotional Credits
- Gift cards are non-refundable and cannot be exchanged for cash.
- Promotional credits or discounts have no cash value and cannot be refunded.
7. Catering and Large Orders
For catering orders and large orders (over $200), special conditions apply:
- Catering orders require 24 hours notice for cancellation to be eligible for a full refund.
- Cancellations made less than 24 hours before the scheduled delivery or pickup time may be subject to a 50% cancellation fee.
- Quality issues must be reported within 1 hour of delivery or pickup.
For specific details regarding catering refunds, please refer to your catering agreement or contact our catering department directly.
8. Customer Satisfaction Guarantee
At Salvatore Pizza, your satisfaction is our priority. If you are not completely satisfied with your experience, we want to know about it so we can make it right. Even in cases where a formal refund may not be applicable under this policy, we will work with you to ensure you have a positive experience with us.
We reserve the right to review each situation on a case-by-case basis and may, at our discretion, offer alternative solutions to ensure customer satisfaction.
9. 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 with an updated "Last updated" date. It is your responsibility to review this policy periodically for changes. Your continued use of our services after the posting of changes constitutes your acceptance of such changes.
10. Contact Information
If you have any questions or concerns about our Refund Policy, please contact our customer service team:
We aim to respond to all inquiries within 24 hours.
