Refund Policy

1. Refund Conditions

We strive to provide the highest quality products and services, but we understand that there may be instances where a refund is warranted. We will consider providing a refund or compensation in the following situations:

1.1 Product Quality Issues

If you receive a product that is:

• Not prepared according to your order specifications (wrong toppings, size, etc.)
• Of substandard quality (undercooked, burnt, or otherwise not meeting our quality standards)
• Contaminated or unsafe for consumption

1.2 Delivery Issues

We may provide a refund or compensation if:

• Your order is excessively late (more than 30 minutes beyond the estimated delivery time)
• Your order is incomplete (missing items that you were charged for)
• Your order is damaged during delivery
• Your order was never delivered despite being marked as delivered in our system

1.3 Service Issues

We value good customer service and may provide compensation if you experience:

• Rude or unprofessional behavior from our staff
• Significant errors in billing
• Technical issues with our ordering system that result in problems with your order

1.4 Pre-Charged Orders

For orders that are pre-charged (paid online or via the app) but not yet prepared:

• Cancellations made within 5 minutes of placing the order will be eligible for a full refund
• Cancellations made after your order has entered the preparation phase may not be eligible for a refund, as we have already committed resources to your order

2. Refund Process

To request a refund or compensation, please follow these steps:

2.1 Reporting Issues

Please report any issues with your order as soon as possible, ideally within 24 hours of receiving your order. You can report issues by:

• Calling the store that prepared your order directly
• Using the "Report an Issue" feature in our mobile app
• Contacting our customer service team at [email protected] or +44 279 146 8037
• Visiting the store in person (for pickup orders)

2.2 Required Information

When reporting an issue, please provide the following information to help us process your request efficiently:

• Order number or reference
• Date and time of order
• Store location (for pickup orders) or delivery address
• Description of the issue
• Photos of the product issues (if applicable and available)
• Your contact information

2.3 Review Process

Once we receive your refund request:

• Our customer service team will review your request and may contact you for additional information if needed
• We will investigate the issue, which may include reviewing order records, delivery tracking information, or consulting with store staff
• We will make a determination regarding your refund or compensation based on our findings and in accordance with this policy
• We will communicate our decision to you, typically within 2-3 business days

3. Refund Options

Depending on the circumstances and your preference, we may offer one or more of the following forms of compensation:

3.1 Monetary Refunds

Monetary refunds will be processed using the same payment method used for the original purchase:

• Credit/debit card refunds typically appear in your account within 3-5 business days, though some banks may take longer to process the refund
• PayPal refunds are usually processed within 1-2 business days
• Cash refunds are available only for in-store cash purchases and must be collected from the same store

We may offer a full or partial refund, depending on the nature and extent of the issue.

3.2 Store Credit

In some cases, we may offer store credit in the form of a digital voucher that can be used for future purchases. Store credit may be offered:

• At a higher value than the monetary refund amount
• When a monetary refund is not possible due to technical limitations
• As an alternative option that you can choose instead of a monetary refund

Store credits are typically valid for 3 months from the date of issue.

3.3 Replacement

In some cases, we may offer to remake and redeliver your order or specific items from your order. This option is typically available when:

• The issue is reported immediately after delivery
• The store has the capacity to prepare and deliver a replacement quickly
• You prefer a replacement over a refund

4. Refund Processing Time

Once a refund has been approved, the processing time depends on your payment method:

• Credit/Debit Card Refunds: We will process the refund within 1-2 business days. However, it may take an additional 3-5 business days (or longer, depending on your bank) for the refund to appear in your account.
• PayPal Refunds: These are typically processed within 1-2 business days.
• Store Credit/Vouchers: These are typically issued within 24 hours of approval and sent to your email address or mobile number.
• Cash Refunds: Available for collection immediately upon approval if you visit the store in person.

5. Exceptions and Limitations

5.1 Non-Refundable Situations

Please note that refunds may not be available in the following situations:

• Issues reported more than 24 hours after receiving the order
• Customer dissatisfaction with a correctly prepared item due to personal taste preferences
• Issues resulting from incorrect information provided by the customer (wrong delivery address, incorrect order specifications)
• Delivery delays caused by factors beyond our control (severe weather, traffic incidents, incorrect address)
• Cancellations of orders that have already been prepared or are in the delivery process
• Items that have been partially or fully consumed, unless there is a quality or safety issue

5.2 Promotional Items and Discounts

For orders that include promotional items, discounts, or special offers:

• Free or promotional items may not be eligible for monetary refunds
• For discounted items, refunds will be based on the actual amount paid, not the original price
• If a qualifying item for a promotion is returned/refunded, the promotional benefit may be forfeited or adjusted in the refund calculation

5.3 Third-Party Delivery Services

If you ordered through a third-party delivery service (e.g., Deliveroo, Uber Eats, Just Eat):

• Refund requests should be submitted through the platform you used to place the order
• The third-party platform's refund policy may apply instead of or in addition to our policy
• We will cooperate with the delivery platform to resolve your issue, but the refund process and timing may differ

6. Repeated Refund Requests

We take customer satisfaction seriously and strive to address legitimate concerns. However, we also monitor for patterns of abuse in our refund system. If we identify unusual patterns such as:

• Frequent refund requests from the same customer
• Multiple similar complaints that cannot be verified
• Other patterns suggesting potential misuse of our refund policy

We reserve the right to:

• Request additional verification or evidence before processing refunds
• Limit the types of compensation offered
• In extreme cases, decline future orders or refund requests

Our goal is to maintain a fair refund system that addresses genuine customer issues while preventing misuse.

7. Gift Cards and Vouchers

For purchases made using gift cards or vouchers:

• Refunds for orders paid with gift cards will be issued as store credit
• Gift cards themselves are non-refundable once purchased
• Expired gift cards or vouchers cannot be refunded or extended except where required by law

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.

We encourage you to review this policy periodically to stay informed about our refund practices.

9. Contact Us

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

Our customer service team is available during business hours to assist you with any concerns or questions regarding refunds or our products and services.

10. Customer Satisfaction Guarantee

At Freshslice Pizza, we stand behind the quality of our products. If you're not completely satisfied with your experience, we want to know about it and make it right. Your feedback helps us improve our service for all customers.

Thank you for choosing Freshslice Pizza. We value your business and are committed to providing you with the best possible pizza experience.