At Pizzaiolo, we take pride in providing you with the highest quality artisan pizza and exceptional service. Your satisfaction is our top priority. We understand that sometimes issues arise, and we are committed to addressing them promptly and fairly.
This Refund Policy outlines the conditions under which we offer refunds, store credits, or replacements for orders placed through our website, mobile app, or in-store purchases.
We may provide refunds, store credits, or replacements in the following situations:
If you are not satisfied with the quality of your food, including:
If your order is incorrect, including:
If there are problems with your delivery, including:
If you experience technical problems that affect your order, including:
Depending on the circumstances, we may offer one of the following remedies:
A full refund to your original payment method for the entire order amount, including any delivery fees.
A refund for specific items that did not meet expectations or were missing from your order.
A credit to your Pizzaiolo account for use on future orders, sometimes with additional bonus value.
A replacement of the affected items, delivered to you as soon as possible.
Note: The type of remedy offered will depend on the specific circumstances, the severity of the issue, and your preference when available. Our customer service team will work with you to find the most appropriate solution.
To be eligible for a refund or other remedy, you should report the issue:
Within 24 hours of receiving your order
Same day as the scheduled delivery
Within 7 days of the transaction
Note: While we recommend reporting issues as soon as possible, we understand that this may not always be feasible. We will consider requests made outside these timeframes on a case-by-case basis.
You can request a refund through any of the following methods:
Visit any Pizzaiolo location with your receipt or order confirmation, and speak with a manager.
When requesting a refund, please provide:
Once your refund is approved, the processing time depends on your payment method:
We will process the refund within 1-2 business days. However, it may take an additional 3-10 business days for the refund to appear on your statement, depending on your card issuer's policies.
Typically processed within 1-3 business days.
Applied to your account immediately upon approval.
Refunded to the original gift card or issued as a new gift card within 1-2 business days.
Note: During high-volume periods or in cases requiring additional investigation, processing times may be longer. We'll keep you informed of any delays.
The following situations are generally not eligible for refunds:
Note: While these situations are generally not eligible for refunds, we evaluate each case individually and may still offer a solution as a gesture of goodwill.
For catering orders or large orders (over $200):
For orders placed more than 24 hours in advance:
When a refund is issued:
For orders using promotional codes or discounts:
At Pizzaiolo, we stand behind our products with our Customer Satisfaction Guarantee:
Our Promise: If you're not completely satisfied with your Pizzaiolo experience, we'll make it right.
This may include refunding your purchase, replacing your order, or offering store credit, depending on the situation.
We evaluate each situation individually and strive to find the solution that best addresses your concerns while maintaining the integrity of our business.
We may update this Refund Policy from time to time. The updated version will be indicated by an updated "Last Updated" date and the updated version will be effective as soon as it is posted.
We encourage you to review this Refund Policy periodically to stay informed about our refund terms.
If you have any questions about our Refund Policy, please contact our Customer Service team:
Customer Service Department
Pizzaiolo
543 Laura Ridge
Tylerfort, DD3 8ES
Canada
Email: [email protected]
Phone: +44 662 588 9416
Hours: 9:00 AM - 10:00 PM, 7 days a week