Refund Policy

Overview

At Apache pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service to every customer. This refund policy outlines the terms and conditions under which refunds may be requested and processed.

We understand that occasionally issues may arise with your order, and we strive to resolve all concerns promptly and fairly. Our policy is designed to ensure transparency and fairness while maintaining the quality standards that Apache pizza is known for.

Eligibility for Refunds

Refund requests may be considered under the following conditions:

Time Frame

• Refund requests must be made within 24 hours of order delivery or pickup
• For food quality issues, reports must be made immediately upon receipt
• For missing items, contact us within 2 hours of delivery

Valid Reasons for Refunds

• Order was significantly delayed beyond the estimated delivery time
• Food quality issues (cold, stale, or improperly prepared)
• Missing items from your order
• Incorrect items delivered
• Order cancelled by the restaurant
• Delivery to wrong address due to restaurant error

Proof of Purchase Required

• Order confirmation number or receipt
• Valid contact information for verification
• Photos of the issue (for quality or incorrect order claims)

Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Consumed Food: Items that have been partially or fully consumed
• Customized Orders: Special dietary modifications or custom pizzas (unless incorrectly prepared)
• Delivery Fees: Delivery charges (except when order is cancelled by restaurant)
• Service Charges: Processing fees and service charges
• Personal Preference: Refunds based solely on taste preferences
• Customer Error: Wrong address provided by customer or unavailability during delivery
• Promotional Items: Free items received through promotions or coupons
• Catering Orders: Large catering orders (special terms apply - see catering policy)

Refund Request Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call us at +353 1 671 9049
• Email us at [email protected]
• Visit our location at 23 Anglesea St, Temple Bar, Dublin

Step 2: Provide Required Information

• Order confirmation number
• Contact information used for the order
• Detailed description of the issue
• Photos if applicable (food quality or incorrect items)

Step 3: Investigation

• Our team will review your request within 2 hours during business hours
• We may contact you for additional information
• Photos or evidence may be requested for verification

Step 4: Resolution Decision

• You will receive notification of our decision within 24 hours
• If approved, refund processing will begin immediately
• Alternative solutions (replacement, store credit) may be offered

Refund Methods and Timeframes

Refund to Original Payment Method

• Credit/Debit Cards: 3-5 business days
• PayPal: 2-3 business days
• Bank Transfer: 5-7 business days
• Cash Orders: Immediate refund available at restaurant

Store Credit Option

• Immediate credit to your customer account
• Valid for 12 months from issue date
• Can be used for future orders
• Non-transferable to other customers

Exchanges vs. Refunds

In many cases, we prefer to offer exchanges or replacements rather than monetary refunds:

Replacement Orders

• Immediate replacement for incorrect or defective items
• Fresh preparation of your original order
• Priority delivery for replacement orders
• No additional charges for replacement orders

When Exchanges Are Preferred

• Incorrect items delivered
• Food quality issues
• Missing items from order
• Temperature issues with delivered food

Store Credit Benefits

• Retains full value of your purchase
• Can be applied to any future order
• Often includes additional value for the inconvenience
• No expiration within 12 months

Damaged or Defective Items Policy

Special handling for orders that arrive damaged or defective:

Immediate Action Required

• Do not consume damaged or defective food items
• Take photos of the issue immediately
• Contact us within 30 minutes of delivery
• Keep all packaging and items for potential inspection

What We Consider Damaged/Defective

• Food contamination or foreign objects
• Spoiled or significantly cold food
• Packaging damage causing food contamination
• Burnt or severely overcooked items
• Missing key ingredients from specialty items

Our Response

• Immediate refund for food safety concerns
• Rush replacement order at no charge
• Store credit with additional compensation
• Quality assurance review to prevent future issues