1. Customer Satisfaction Guarantee
At Salvatore's Pizza, we're committed to ensuring your complete satisfaction with our products and services. If you're not entirely satisfied with your order, we want to make it right.
Our policy is built on trust and aims to provide a fair and straightforward process for addressing any issues you may experience.
2. Eligibility for Refunds
We offer refunds, replacements, or store credit in the following situations:
2.1 Quality Issues
- Food that is not prepared according to our quality standards
- Orders that are missing items
- Orders with incorrect items
- Temperature issues (food arrives cold when it should be hot)
- Foreign objects found in food
2.2 Delivery Issues
- Delivery takes significantly longer than the estimated time (over 30 minutes)
- Order is damaged during delivery
- Order is delivered to the wrong address by our delivery personnel
2.3 Service Issues
- Unsatisfactory customer service experience
- Technical issues with our online ordering system resulting in errors
- Double charging or incorrect charging for your order
3. Refund Process
To request a refund or replacement, please follow these steps:
3.1 Timeframe for Requests
For the best service, please notify us of any issues as soon as possible:
- For quality or delivery issues: Within 2 hours of receiving your order
- For billing discrepancies: Within 7 days of the transaction
3.2 How to Submit a Request
You can request a refund through the following methods:
- Phone: Call us at +44 684 295 6821 (fastest method)
- Email: Send details to [email protected]
- Online Form: Complete the refund request form on our website
- In-Person: Visit our restaurant location with your receipt
3.3 Information Required
Please provide the following information when making a refund request:
- Order number or receipt
- Date and time of order
- Description of the issue
- Photos of the problem (if applicable)
- Your contact information
- Your preferred resolution (refund, replacement, or store credit)
4. Types of Remedies
Based on the nature of your issue, we may offer one of the following remedies:
4.1 Full Refund
A complete refund of your order amount will be processed to your original payment method.
4.2 Partial Refund
A partial refund may be issued if only part of your order was affected.
4.3 Replacement
We may offer to prepare and deliver a replacement order at no additional cost.
4.4 Store Credit
A credit to your account for use on future orders, sometimes with additional value added as a goodwill gesture.
5. Refund Processing Time
We aim to process all refund requests promptly:
- Decision: We will review and decide on your refund request within 24-48 hours
- Credit/Debit Card Refunds: 3-5 business days to appear in your account
- PayPal Refunds: 1-2 business days
- Store Credit: Immediately applied to your account
Please note that while we process refunds quickly, the time it takes for the funds to appear in your account depends on your financial institution.
6. Exceptions and Limitations
While we strive to accommodate all reasonable refund requests, there are some situations where refunds may be limited or not available:
6.1 Non-Refundable Situations
- Personal taste preferences when the food was prepared correctly
- Orders placed incorrectly by the customer
- Issues reported outside the specified timeframe
- Delivery delays caused by incorrect address information provided by the customer
- Force majeure events (extreme weather, natural disasters, etc.)
- Special promotional items marked as "non-refundable"
6.2 Special Circumstances
In cases of repeated refund requests from the same customer, we reserve the right to investigate further before processing additional refunds.
7. Special Orders and Catering
For catering orders and large special orders, the following refund conditions apply:
- Cancellation more than 48 hours before scheduled time: Full refund
- Cancellation 24-48 hours before scheduled time: 75% refund
- Cancellation 12-24 hours before scheduled time: 50% refund
- Cancellation less than 12 hours before scheduled time: No refund
For quality issues with catering orders, please contact us immediately, and we will address the situation on a case-by-case basis.
8. Gift Cards and Promotional Credits
- Gift cards are non-refundable but have no expiration date
- Promotional credits or discounts cannot be converted to cash refunds
- If a refund is issued for an order that used a promotional code, the refund will be for the actual amount paid
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. Your continued use of our services following the posting of revised policy means you accept and agree to the changes.
10. Contact Information
If you have any questions about our Refund Policy or would like to request a refund, please contact us at:
