Refund Policy

1. Refund Policy Overview

At Freshslice Pizza, customer satisfaction is our top priority. We understand that sometimes orders may not meet your expectations. This Refund Policy outlines the terms and conditions for refunds and replacements for orders placed through our website, mobile app, or in-store.

We strive to ensure that every pizza we serve is fresh, delicious, and exactly as you ordered it. If for any reason you're not completely satisfied with your purchase, we want to make it right.

2. Eligibility for Refunds

You may be eligible for a refund or replacement in the following situations:

2.1 Quality Issues

• The food was not prepared according to your specifications (e.g., wrong toppings, wrong crust type)
• The food quality was below our standards (e.g., undercooked, overcooked, spoiled ingredients)
• Foreign objects were found in the food

2.2 Delivery Issues

• Your order was not delivered within the estimated delivery time plus a reasonable grace period (typically 15-30 minutes)
• Your order was incomplete (missing items)
• Your order was damaged during delivery

2.3 Technical Issues

• You were charged multiple times for the same order
• You were charged for items you didn't receive
• A technical error occurred during the ordering process that resulted in an incorrect order

To be eligible for a refund, you must report the issue within the timeframes specified in the "Refund Request Process" section below.

3. Refund Request Process

If you experience any issues with your order that qualify for a refund under this policy, please follow these steps:

3.1 For Delivery Orders

1. Immediate Issues: For issues that are apparent upon delivery (missing items, wrong order, damaged food, etc.), please contact us immediately by:
   • Calling the store that prepared your order (phone number provided on your receipt)
   • Calling our customer service line at +444141891404
   • Using the "Report an Issue" feature in our mobile app
2. Time Limit: For delivery orders, please report any issues within 30 minutes of receiving your order to ensure prompt resolution.

3.2 For Pickup Orders

1. Check Your Order: We recommend checking your order before leaving the store to ensure it's correct and complete.
2. Immediate Issues: If you discover an issue with your order while still at the store, please notify a staff member immediately.
3. Later Issues: If you discover an issue after leaving the store, please contact us as soon as possible using the contact methods listed above.
4. Time Limit: For pickup orders, please report any issues within 30 minutes of picking up your order.

3.3 For Online Payment Issues

1. If you've been charged incorrectly or multiple times for an order, please contact our customer service department at +444141891404 or email [email protected].
2. Please provide your order number, date of purchase, and a description of the payment issue.
3. Time Limit: Payment issues should be reported within 14 days of the transaction date.

When reporting an issue, please be prepared to provide the following information:

• Your order number or phone number associated with the order
• Date and time of order
• Description of the issue
• Photos of the issue (if applicable and available)

4. Refund Processing Time

Our team is committed to processing refund requests promptly. Here's what you can expect after submitting a refund request:

4.1 Review Period

Our customer service team will review your refund request within 1-2 business days. We may contact you for additional information if needed to process your request.

4.2 Refund Methods and Timing

Once your refund is approved, the processing time depends on your original payment method:

• Credit/Debit Card Payments: Refunds will be issued to the original card used for the purchase. The funds may take 5-10 business days to appear in your account, depending on your card issuer's policies.
• Digital Wallet Payments (Apple Pay, Google Pay, etc.): Refunds will be processed back to the original payment method and typically appear within 3-5 business days.
• In-Store Cash Payments: For orders paid with cash in-store, refunds will be issued in the form of a store credit or cash refund if you return to the store with your receipt.

4.3 Refund Confirmation

You will receive an email confirmation once your refund has been processed. This email will include details about the refund amount and method.

5. Refund Alternatives

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

5.1 Replacement Order

If your order has quality or accuracy issues, we may offer to prepare a replacement order and deliver it to you as quickly as possible. This is often the fastest way to resolve quality issues.

5.2 Store Credit

We may offer store credit equal to the value of your order (or the affected items) that can be used for future purchases. In some cases, we may add additional credit as a goodwill gesture.

5.3 Partial Refunds

If only a portion of your order was affected (e.g., one incorrect item in a larger order), we may issue a partial refund for the affected items only.

You have the right to accept or decline these alternative solutions. If you decline, we will proceed with processing a standard refund according to the terms outlined in this policy.

6. Exclusions and Limitations

While we strive to ensure customer satisfaction, there are some situations where refunds may be limited or not available:

6.1 Non-Refundable Items and Situations

• Consumable items that have been partially or fully consumed, unless they had quality issues
• Orders reported after the specified time limits without reasonable explanation
• Issues resulting from customer errors during the ordering process (e.g., selecting the wrong items or delivery address)
• Promotional items, free items, or discounted items (except when there are quality issues)
• Delivery delays caused by factors outside our control (severe weather, road closures, incorrect address provided by customer)

6.2 Special Circumstances

We recognize that exceptional circumstances may arise. In such cases, refund decisions will be made at the discretion of our management team, who will consider all relevant factors to reach a fair resolution.

6.3 Abuse Prevention

To maintain the integrity of our refund policy, we monitor refund patterns and reserve the right to refuse refunds to customers who appear to be abusing our policy. This includes, but is not limited to, customers who repeatedly request refunds without valid reasons.

7. Contact Information for Refund Inquiries

If you have any questions or concerns about our refund policy or a specific refund request, please contact us through one of the following methods:

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM EST. We aim to respond to all inquiries within 1-2 business days.