Refund Policy

Customer Satisfaction Commitment

Apache Pizza is dedicated to providing exceptional food quality and customer service. We understand that sometimes things don't meet your expectations, and we're here to make it right. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds or exchanges.

Our team takes every order seriously, using fresh ingredients and traditional preparation methods. However, if you're not completely satisfied with your experience, we encourage you to reach out to us immediately so we can address your concerns.

Our Promise: We will work with you to find a fair and reasonable solution that ensures your satisfaction while maintaining the integrity of our business operations.

Refund Eligibility

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

Timeframe Requirements

Eligible Circumstances

• Incorrect Order: You received items different from what you ordered
• Food Quality Issues: Items that are cold, burnt, undercooked, or otherwise unsatisfactory
• Missing Items: Part of your order was not delivered or provided
• Delivery Problems: Excessive delays beyond our estimated delivery time (over 60 minutes late)
• Food Safety Concerns: Items that appear contaminated or pose health risks
• Allergic Reactions: When we've failed to accommodate documented allergy requirements

Required Documentation

• Original order receipt or confirmation number
• Clear description of the issue
• Photographs of the problem (when applicable)
• Contact information for follow-up

Non-Refundable Items & Services

The following items and circumstances are not eligible for refunds:

• Consumed Food: Items that have been substantially eaten or consumed
• Custom Orders: Specially prepared items with unique modifications or customizations
• Preference Changes: Refunds based on personal taste preferences or changed minds
• Late Requests: Refund requests made after the specified timeframe
• Third-Party Delivery: Issues caused by third-party delivery services beyond our control
• Address Errors: Delivery issues due to incorrect addresses provided by customers
• Promotional Items: Free items included with promotions or special offers
• Gift Cards: Gift cards and promotional credits (unless legally required)
• Catering Deposits: Non-refundable deposits for cancelled catering orders (less than 24 hours notice)

Note: We reserve the right to refuse refund requests that appear fraudulent or abuse our policies.

Refund Request Process

Follow these steps to request a refund:

1. Contact Us Immediately: Call us at +353 1 671 9266 or email [email protected] as soon as you identify the issue
2. Provide Order Details: Have your order number, receipt, and contact information ready
3. Describe the Issue: Clearly explain the problem with your order and why you're requesting a refund
4. Submit Evidence: If applicable, send photos or other documentation to support your claim
5. Await Response: Our team will review your request within 24 hours and contact you with our decision
6. Return Items (if required): In some cases, we may ask you to return uneaten portions for quality assessment
7. Refund Processing: Approved refunds will be processed according to our refund methods timeline

Emergency Contact: For urgent food safety concerns, please contact us immediately at +353 1 671 9266.

Refund Methods & Processing

Approved refunds will be processed using the following methods and timelines:

Refund Methods

• Original Payment Method: Refunds will be issued to the original payment method used for the purchase
• Credit Card: 3-5 business days to appear in your account
• Debit Card: 3-7 business days to appear in your account
• Cash Orders: Cash refunds available immediately at our location
• Store Credit: Immediate credit applied to your customer account (optional)

Processing Timeline

Partial Refunds

In some cases, we may offer partial refunds for:

• Orders with mixed quality issues affecting only some items
• Late deliveries with satisfactory food quality
• Minor preparation issues that don't significantly impact the meal

Exchanges vs. Refunds

In many cases, we prefer to offer exchanges or replacements rather than refunds, as this allows us to ensure your satisfaction while maintaining our service standards.

Exchange Options

• Immediate Replacement: We can prepare and deliver a corrected order at no additional charge
• Store Credit: Credit applied to your account for future orders with added bonus value
• Substitute Items: Alternative menu items of equal or greater value
• Future Order Discount: Significant discounts on your next order

When We Recommend Exchanges

• Incorrect orders that can be quickly corrected
• Temperature issues with otherwise quality food
• Missing items that can be prepared and delivered promptly
• Minor preparation errors

Customer Choice: You always have the right to request a refund instead of an exchange, subject to our refund eligibility requirements.

Damaged or Defective Items

We take special care to ensure all food items meet our quality standards. However, if you receive damaged or defective items, we will address the issue immediately.

Immediate Actions for Defective Items

• Stop Consumption: Do not continue eating if you suspect food safety issues
• Take Photos: Document the condition of the food with clear photographs
• Preserve Evidence: Keep the items and packaging for potential inspection
• Contact Us: Call immediately at +353 1 671 9266

Our Response to Defective Items

• Immediate Replacement: New order prepared and delivered at no charge
• Full Refund: Complete refund of the affected items
• Health Department Notification: If required, we'll report serious food safety issues to relevant authorities
• Follow-up Investigation: We investigate all defective item reports to prevent future occurrences

Food Safety Priority

Your health and safety are our absolute priority. Any food safety concerns will result in:

• Immediate full refund plus compensation
• Investigation of preparation processes
• Staff retraining if necessary
• Process improvements to prevent recurrence

Contact Information for Refund Requests

Best Practices for Contact

• Phone First: For urgent issues, calling provides the fastest resolution
• Email for Documentation: Send photos and detailed descriptions via email
• Reference Numbers: Always include your order number and receipt details
• Clear Communication: Be specific about the issue and your desired resolution

Response Time Commitment

• Phone Calls: Immediate response during business hours
• Email Inquiries: Response within 4 hours during business hours
• Refund Decisions: Communicated within 24 hours
• Emergency Issues: Immediate response 24/7 for food safety concerns