Refund Policy

Introduction

At Freshslice Pizza, we are committed to ensuring your complete satisfaction with our products and services. We understand that there may be instances where you need to request a refund. This Refund Policy outlines the conditions, procedures, and timeframes for processing refund requests.

This policy applies to all purchases made through our website, mobile application, in-store, or via phone orders. By placing an order with Freshslice Pizza, you acknowledge that you have read, understood, and agree to this Refund Policy.

Conditions for Refunds

We strive to provide high-quality products and excellent service. However, we understand that sometimes issues arise. Refunds may be provided under the following circumstances:

Quality Issues

We may issue refunds when:

• The product received is significantly different from what was ordered
• The product is of unacceptable quality (undercooked, overcooked, or contains foreign objects)
• An item is missing from your order

Delivery Issues

Refunds may be provided if:

• Your order was not delivered
• Your order was delivered to the wrong address (if the address provided was correct)
• Delivery was excessively late (more than 60 minutes beyond the estimated delivery time, without prior notification)

Technical Issues

We may issue refunds for:

• Duplicate charges for the same order
• Technical errors resulting in incorrect pricing or charging
• Website or app failures that led to order processing issues

Allergic Reactions or Food Safety Concerns

In cases of allergic reactions or food safety concerns:

• Please seek medical attention immediately if needed
• Report the incident to us as soon as possible
• We take food safety extremely seriously and will investigate thoroughly

How to Request a Refund

To request a refund, please follow these steps:

For Online Orders

1. Log into your account on our website or mobile app
2. Navigate to "Order History" and locate the relevant order
3. Select "Report an Issue" or "Request Refund"
4. Provide details about the issue and why you're requesting a refund
5. Submit your request

For In-Store or Phone Orders

1. Contact the store where you placed your order directly
2. Provide your order details (date, time, order number if available)
3. Explain the issue you encountered
4. If possible, return to the store with the product and receipt

Customer Service Contact

You can also contact our customer service team to request a refund:

• Phone: +44 7019 948346
• Email: [email protected]
• Contact Form: Available on our Contact page

Required Information

To process your refund request efficiently, please provide:

• Order number or confirmation email
• Date and time of purchase
• Store location (for in-store purchases)
• Description of the issue
• Photos of the product (if applicable and available)
• Your preferred refund method

Timeframe for Refund Requests

To be eligible for a refund, please submit your request within the following timeframes:

For Food Quality Issues

• Within 2 hours of receiving your order

For Delivery Issues

• Within 24 hours of the scheduled delivery time

For Technical or Billing Issues

• Within 7 days of the charge appearing on your account

Requests submitted outside these timeframes will be evaluated on a case-by-case basis, and we cannot guarantee that a refund will be issued.

Refund Processing Time

We strive to process all refund requests promptly. Here's what you can expect:

Review Period

• We will review your refund request within 1-2 business days
• For complex issues, the review may take up to 5 business days
• You will receive an email notification once your request has been reviewed

Refund Processing

• Once approved, refunds to credit/debit cards typically take 3-5 business days to appear in your account
• Refunds to digital wallets (e.g., PayPal) typically take 1-2 business days
• The exact timing depends on your payment provider and financial institution

Alternative Resolutions

In some cases, we may offer alternatives to a monetary refund:

• Store credit or gift cards (often with a bonus amount)
• Replacement of the item
• Discount on future orders

You have the right to decline these alternatives and request a standard refund if you prefer.

Refund Methods

Refunds will typically be issued using your original payment method:

Credit/Debit Card Payments

• Refunded to the same card used for the purchase
• If the original card is expired or canceled, please contact customer service for alternative arrangements

Digital Wallet Payments

• Refunded to the same digital wallet account (PayPal, Apple Pay, etc.)

Cash Payments

• For in-store cash purchases, refunds will typically be provided in cash at the store
• You must present your receipt for cash refunds

Gift Card or Store Credit Purchases

• Refunded as store credit to your account
• If the original gift card is available, the refund may be applied back to the card

Non-Refundable Items and Exceptions

While we aim to provide refunds when justified, certain situations may not qualify for refunds:

Non-Refundable Items

• Promotional items marked as non-refundable
• Custom or special orders that were prepared according to specifications
• Gift cards (except where required by law)

Exceptions

Refunds may not be available in the following situations:

• Simple change of mind or ordering error on the customer's part
• Personal taste preferences (e.g., "too spicy" when the item is accurately described)
• Delivery delays caused by factors outside our control (severe weather, traffic incidents, etc.)
• Incorrect delivery address provided by the customer
• Order modifications requested after preparation has begun

Special Circumstances

Despite the exceptions above, we evaluate each situation individually and may make exceptions based on:

• Customer loyalty and order history
• The specific circumstances of the issue
• Our commitment to customer satisfaction

Partial Refunds

In some cases, we may issue partial refunds:

• When only part of an order is affected by quality or delivery issues
• When a reasonable portion of the food was consumed before a quality issue was discovered
• When delivery was late but still completed

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

• The proportion of the order affected
• The severity of the issue
• Any inconvenience caused

Dispute Resolution

If you are dissatisfied with our decision regarding your refund request:

1. Please contact our Customer Care Manager at [email protected] with the subject line "Refund Appeal"
2. Include your order details, the nature of your complaint, and why you believe our initial decision should be reconsidered
3. A senior manager will review your case and respond within 5 business days

If you are still not satisfied with the resolution, you may have rights under consumer protection laws in your jurisdiction. In such cases, you may:

• Contact your local consumer protection agency
• File a complaint with your payment provider
• Pursue resolution through small claims court or other legal means

We hope that we can resolve any issues directly without the need for third-party intervention.

Fraudulent Refund Requests

We take fraudulent refund requests seriously. Freshslice Pizza reserves the right to:

• Refuse service to individuals who repeatedly submit suspicious refund requests
• Close accounts associated with patterns of potentially fraudulent activity
• Pursue legal action in cases of clear fraud

Indicators of potentially fraudulent refund requests include:

• Multiple similar complaints from the same customer
• Claims that contradict delivery confirmation or store records
• Refusal to provide reasonable evidence of the issue when available

Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last Updated" date. Significant changes may also be announced through our website, mobile app, or via email.

The Refund Policy in effect at the time of your purchase will apply to that transaction. However, we may choose to apply more favorable terms from an updated policy at our discretion.

Contact Information

If you have questions about our Refund Policy or need assistance with a refund request, please contact us:

For urgent refund inquiries related to orders placed within the last 2 hours, please contact the store directly. Store contact information can be found on your order confirmation or on our Locations page.

Satisfaction Guarantee

At Freshslice Pizza, we stand behind the quality of our products. If you're not completely satisfied with your order, please let us know, and we'll make it right.

Our goal is to ensure that every interaction with Freshslice Pizza is a positive one, and we view our refund policy as part of our commitment to providing excellent customer service.

Thank you for choosing Freshslice Pizza. We appreciate your business and welcome your feedback to help us continue improving our products and services.