Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

This Refund Policy explains the circumstances under which refunds, replacements, or credits may be issued, and the procedures for requesting them. This policy applies to all orders placed through our website, mobile application, telephone, or in person at Apache Pizza locations.

By placing an order with Apache Pizza, you acknowledge that you have read, understood, and agree to this Refund Policy.

1. Our Satisfaction Guarantee

We stand behind the quality of our pizzas and other products. If you are not satisfied with any aspect of your order, please let us know within 24 hours of delivery or collection, and we will do our best to resolve the issue.

We may offer one or more of the following remedies:

• Full Refund: Return of the full purchase price
• Partial Refund: Return of a portion of the purchase price proportionate to the issue
• Replacement Order: A new order prepared and delivered at no additional cost
• Credit/Voucher: Credit toward a future order

The remedy provided will depend on the nature of the issue and will be determined at our discretion after investigation.

2. Grounds for Refund or Replacement

2.1 Quality Issues

You may be eligible for a refund or replacement if your order has quality issues, including:

• Food Quality: Pizza or other items are burnt, undercooked, or otherwise improperly prepared
• Temperature: Food arrives cold or at an inappropriate temperature
• Freshness: Ingredients are not fresh or appear spoiled
• Presentation: Food is damaged, crushed, or improperly packaged
• Taste: Food does not meet our usual quality standards

2.2 Incorrect Orders

You are eligible for a refund or replacement if:

• You received the wrong items
• Items are missing from your order
• Your order includes incorrect toppings or ingredients
• You received someone else's order
• Special instructions (such as allergen requirements) were not followed

2.3 Delivery Issues

You may be eligible for a refund or compensation if:

• Your order was not delivered within a reasonable timeframe without prior notification
• Your order was delivered to the wrong address due to our error
• Your order was never delivered
• Delivery was significantly delayed beyond the estimated time, affecting food quality

2.4 Service Issues

In cases of poor service, such as unprofessional behavior from delivery staff or customer service representatives, we may offer compensation in the form of a discount or credit toward a future order.

3. Circumstances Where Refunds Are Not Provided

We reserve the right to decline refund requests in the following circumstances:

3.1 Customer Preference

• You simply changed your mind after ordering
• You ordered the wrong item due to your own error
• You don't like the taste of a correctly prepared item (subjective taste preference)
• You ordered more food than you needed

3.2 Incorrect Information Provided

• Delivery was unsuccessful due to incorrect address information you provided
• You were unavailable to receive delivery at the address provided
• You failed to respond to delivery attempts or communication from our delivery staff

3.3 Consumed Orders

• You ate most or all of the food before reporting an issue
• You cannot provide evidence of the quality issue (e.g., photos)

3.4 Late Reporting

• You report the issue more than 24 hours after delivery or collection
• You fail to provide reasonable evidence supporting your claim

3.5 Abuse or Fraud

• We have reason to believe the refund request is fraudulent
• You have a history of excessive refund requests
• You tampered with the food after delivery

4. How to Request a Refund

If you need to request a refund or replacement, please follow these steps:

Step 1: Contact Us Promptly

Contact us as soon as possible after discovering the issue, and no later than 24 hours after delivery or collection:

• Phone: +6744684778 (fastest response)
• Email: [email protected]
• Website: Submit a request through our contact form

Step 2: Provide Order Information

When contacting us, please provide:

• Your order number
• Date and time of order
• Detailed description of the issue
• Photos of the problem (if applicable and possible)
• Your contact information

Step 3: Keep the Order

Please retain the food and packaging until we have had a chance to investigate your claim. In some cases, we may arrange for collection of the order to verify the issue.

Step 4: Investigation

We will investigate your claim, which may include:

• Reviewing your order details and preparation records
• Examining photos you provide
• Speaking with the staff who prepared and delivered your order
• Reviewing our quality control procedures

Step 5: Resolution

We will inform you of our decision within 2-3 business days of receiving your complaint. If your refund or replacement is approved, we will process it promptly according to the timelines outlined below.

5. Refund Processing Times

Once a refund is approved, processing times vary depending on the payment method:

Payment Method	Processing Time	Additional Information
Credit Card	5-10 business days	Refund appears on your card statement
Debit Card	5-10 business days	Refund appears in your bank account
Cash Payment	Immediate - 3 business days	Cash refund at location or bank transfer
Online Payment Service	3-7 business days	Refund to your payment service account

Important Notes:

• Refund processing times begin after our investigation is complete and the refund is approved
• Bank processing times may add additional days before you see the refund in your account
• If you don't receive your refund within the specified timeframe, please contact your bank or payment provider first, then contact us if the issue persists

6. Partial Refunds

In some cases, we may offer a partial refund rather than a full refund. This typically occurs when:

• Only part of your order was affected by the issue
• The issue was minor and did not significantly impact the overall order
• You consumed a substantial portion of the order before reporting the issue
• The quality issue was with a side item or drink rather than the main pizza

The amount of a partial refund will be determined based on:

• The proportion of the order affected
• The severity of the issue
• The impact on your overall experience
• The cost of the affected items

7. Replacement Orders

In many cases, we prefer to provide a replacement order rather than a refund. This allows us to demonstrate our commitment to quality and give you the Apache Pizza experience you expected.

7.1 When Replacements Are Offered

• Incorrect items were delivered
• Items were missing from your order
• Food quality issues that can be corrected with proper preparation
• You prefer a replacement over a refund

7.2 Replacement Process

When we offer a replacement order:

• We will prepare a fresh order with extra attention to quality
• Delivery will be prioritized at no additional charge
• You may be asked to return the original order or dispose of it
• The replacement will typically be delivered within 30-45 minutes

7.3 Declining Replacements

If you prefer not to receive a replacement order (for example, due to time constraints), we will issue an appropriate refund or credit instead.

8. Store Credit and Vouchers

As an alternative to refunds, we may offer store credit or vouchers that can be used toward future orders.

8.1 Credit Amount

Store credit may be equal to or greater than the value of the affected order, depending on the circumstances and severity of the issue.

8.2 Credit Terms

• Validity: Store credit is typically valid for 6-12 months from the date of issue
• Usage: Can be used for any menu items at any Apache Pizza location
• Transfer: Store credit is non-transferable and cannot be exchanged for cash
• Expiration: We will send reminders before credit expires, but expired credit cannot be restored

8.3 Using Your Credit

To use store credit:

• Provide your credit code when placing your order
• Credit will be applied to your order total
• Any remaining balance after your order will be retained as credit
• You can check your credit balance by contacting customer service

9. Promotional Orders and Discounts

9.1 Orders with Discounts

If you used a discount code or received a promotional price:

• Refunds will be for the amount you actually paid, not the regular price
• The discount or promotional code may not be reusable if a refund is issued
• Replacement orders will honor the same promotional pricing when possible

9.2 Free Items and Promotions

Items received for free as part of a promotion are not eligible for individual refund, but quality issues with free items may affect the resolution offered for the overall order.

10. Special Circumstances

10.1 Allergic Reactions

If you experience an allergic reaction despite informing us of your allergies:

• Seek immediate medical attention if necessary
• Contact us as soon as possible to report the incident
• We will conduct a thorough investigation of our preparation processes
• A full refund will be provided, along with coverage of reasonable related expenses upon provision of documentation

Please note that we prepare food in kitchens where allergens are present, and cross-contamination is always a possibility despite our best efforts.

10.2 Food Poisoning Claims

If you believe you became ill from consuming our food:

• Seek appropriate medical attention
• Preserve any remaining food and packaging
• Contact us immediately with details of the incident
• Provide medical documentation if available
• We will investigate thoroughly and cooperate with health authorities if required

10.3 Events Beyond Our Control

In cases of extreme weather, natural disasters, or other circumstances beyond our control that affect delivery:

• We will attempt to contact you if significant delays are expected
• You may cancel your order for a full refund if delivery cannot be completed
• If food quality is compromised due to extended delay, a refund or replacement will be offered

11. Abuse Prevention

While we strive to accommodate all legitimate refund requests, we must protect our business from fraudulent or abusive behavior.

11.1 Monitoring

We monitor refund requests for patterns that may indicate abuse, including:

• Excessive frequency of refund requests
• Similar complaints across multiple orders
• Requests that lack supporting evidence
• Inconsistencies in reported issues

11.2 Account Restrictions

If we determine that refund requests are fraudulent or abusive, we reserve the right to:

• Deny current and future refund requests
• Require additional evidence for future claims
• Suspend or terminate your account
• Refuse to accept future orders
• Take legal action if appropriate

11.3 Appeals

If you believe we have incorrectly denied a refund request or restricted your account, you may appeal by contacting our customer service management team with detailed information supporting your position.

12. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under Irish and European Union law. You may have additional rights beyond those described in this policy.

12.1 Consumer Protection

Under consumer protection legislation, you are entitled to:

• Goods that are of merchantable quality
• Goods that are fit for their intended purpose
• Goods that match their description
• Protection against unfair terms and practices

12.2 Dispute Resolution

If you are not satisfied with how we have handled your refund request, you may:

• Request escalation to our management team
• Contact the Competition and Consumer Protection Commission (CCPC) in Ireland
• Use alternative dispute resolution services
• Seek legal advice regarding your rights

13. Changes to This Policy

Apache Pizza reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will indicate the "Last Updated" date at the top of this policy.

We encourage you to review this policy periodically. Your continued use of our services after changes indicates acceptance of the updated policy.

14. Contact Us

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

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© 2025 Apache Pizza. All rights reserved.
This Refund Policy is effective as of January 1, 2025.
We appreciate your business and are committed to your satisfaction.