1. Our Commitment to Customer Satisfaction
At Apache Pizza, your satisfaction is our top priority. We are committed to delivering hot, fresh, delicious pizzas that exceed your expectations every time. If your order doesn't meet our high standards, we will make it right.
This Refund Policy explains when and how refunds, replacements, or credits are issued. By placing an order with Apache Pizza (Company Registration: 98513318), located at 4 Moshe Dip, Kirlintown, NSW 3460, Ireland, you agree to the terms outlined in this policy.
2. 100% Satisfaction Guarantee
We stand behind the quality of our food and service. If you are not completely satisfied with your order for any valid reason, we will:
- Replace your order with a fresh, correctly prepared meal
- Issue a full or partial refund to your original payment method
- Provide account credit for future orders
The remedy provided will depend on the specific circumstances and will be determined at our discretion in consultation with you.
3. Valid Reasons for Refunds
Refunds or replacements will be provided in the following situations:
3.1 Incorrect Orders
- Wrong pizza delivered (different toppings, size, or style than ordered)
- Missing items from your order
- Incorrect side dishes or beverages
- Wrong address delivery (our error)
3.2 Quality Issues
- Pizza arrived cold or lukewarm
- Food is burnt, undercooked, or improperly prepared
- Pizza is damaged, crushed, or spilled during delivery
- Ingredients are stale, spoiled, or not fresh
- Foreign objects or contaminants found in food
3.3 Delivery Problems
- Order never arrived (after reasonable wait time)
- Significant delay beyond quoted delivery time (60+ minutes late)
- Delivery to wrong address due to our error
- Driver unable to locate address due to system error
3.4 System and Payment Errors
- Duplicate charges for the same order
- Incorrect amount charged
- Order cancelled by us but payment processed
- Technical errors preventing order fulfillment
4. Refund Request Process
4.1 Contact Us Immediately
If you experience any issues with your order, contact us as soon as possible:
- Phone: +2484715248 (preferred for urgent issues)
- Email: [email protected]
- Website: Contact form at apachiplza.com/contact.html
4.2 Time Limits for Refund Requests
- Food Quality Issues: Report within 30 minutes of delivery
- Incorrect Orders: Report within 1 hour of delivery
- Non-Delivery: Report within 2 hours of order placement
- Payment Errors: Report within 48 hours of transaction
Requests made after these time frames may not be eligible for refunds, though we will review each case individually.
4.3 Information Required
To process your refund request efficiently, please provide:
- Order number or receipt
- Name and delivery address
- Phone number used for order
- Detailed description of the issue
- Photos of the problem (for quality issues)
- Date and time of order
4.4 Investigation
We will:
- Review your order details in our system
- Verify delivery status with our driver
- Examine photos if provided
- Check quality control records
- Contact you for clarification if needed
Most refund requests are resolved within 24 hours. Complex cases may take up to 3-5 business days.
5. Refund Methods
5.1 Original Payment Method
Refunds are typically processed to your original payment method:
- Credit/Debit Cards: 5-10 business days depending on your bank
- Digital Wallets: 3-7 business days
- Cash on Delivery: Bank transfer or account credit
5.2 Account Credit
We may offer account credit as an alternative to payment refunds. Credits:
- Are applied immediately to your Apache Pizza account
- Can be used for future orders
- May include bonus credit as a goodwill gesture
- Do not expire
- Are non-transferable
5.3 Replacement Orders
For many issues, we prefer to replace your order immediately with:
- Correctly prepared food
- Fresh, hot pizza delivered priority
- Additional items as compensation
- No additional charge
6. Partial Refunds
In some situations, partial refunds are more appropriate than full refunds:
6.1 Minor Issues
- One item missing from multi-item order
- Minor topping errors (less than requested but still edible)
- Slight delay but food still acceptable quality
- Packaging damage without food impact
6.2 Partial Refund Amounts
Partial refunds typically range from 10% to 75% of order value depending on issue severity. We aim to be fair and reasonable in all circumstances.
7. When Refunds Are Not Provided
Refunds will not be issued in the following situations:
7.1 Subjective Preferences
- You simply didn't like the taste (when food is correctly prepared)
- You changed your mind after ordering
- You ordered the wrong item by mistake
- You have dietary preferences we couldn't have known about
7.2 Customer Responsibility Issues
- Wrong delivery address provided by customer
- Customer not available to receive delivery
- Customer didn't respond to driver contact attempts
- Access codes or delivery instructions not provided
- Unsafe delivery conditions at customer location
7.3 Outside Our Control
- Extreme weather delays clearly communicated in advance
- Force majeure events (natural disasters, emergencies)
- Third-party payment processor failures
- Delivery delays due to incorrect address information
7.4 Abuse of Refund Policy
- Repeated refund requests suggesting pattern of abuse
- False claims or fraudulent refund requests
- Orders consumed before reporting issues
- Requests made significantly after stated time limits
We reserve the right to decline refund requests and suspend accounts that abuse this policy.
8. Order Cancellations and Refunds
8.1 Customer-Initiated Cancellations
Orders may be cancelled and fully refunded if:
- Cancelled within 5 minutes of order placement
- Preparation has not yet begun
- Payment has been processed
To cancel, call +2484715248 immediately. Refunds for cancelled orders are processed within 5-7 business days.
8.2 Apache Pizza-Initiated Cancellations
We may cancel orders and issue full refunds if:
- We cannot fulfill the order due to ingredient shortages
- Technical issues prevent proper order processing
- Delivery address is outside our service area
- Unsafe conditions prevent delivery
- Payment authorization fails
You will be notified immediately, and refunds are processed within 3-5 business days.
9. Promotional Codes and Discounts
9.1 Refunds with Promotions
When refunding orders placed with promotional codes:
- Refund amount reflects the discounted price actually paid
- One-time use promotional codes are not reinstated
- Account credits may be provided equivalent to pre-discount value
- We may offer replacement codes as goodwill gestures
9.2 Fraudulent Promotion Use
Refunds will be denied for orders where promotional codes were:
- Obtained fraudulently
- Used contrary to stated terms
- Shared inappropriately
- Applied to ineligible orders
10. Delivery Fee Refunds
Delivery fees may be refunded separately from food costs when:
- Delivery was significantly late (60+ minutes beyond estimate)
- Multiple delivery attempts were required due to our error
- Delivery service was particularly poor
- Technical errors caused delivery problems
Delivery fees are not refunded if delays or issues were due to customer error (wrong address, unavailable, etc.).
11. Allergies and Dietary Restrictions
Refunds for allergy or dietary concerns are handled carefully:
11.1 Disclosed Restrictions
If you informed us of allergies or restrictions when ordering and we failed to accommodate:
- Full refund or replacement will be provided
- Detailed investigation will be conducted
- Additional compensation may be offered
11.2 Undisclosed Restrictions
If restrictions were not communicated when ordering:
- We cannot be held responsible
- Refunds are at our discretion
- Goodwill credit may be offered
Please always inform us of allergies and dietary restrictions when ordering. Our menu includes allergen information, but cross-contamination cannot be completely eliminated.
12. Disputed Charges
12.1 Contact Us First
If you see charges on your statement that you don't recognize or believe are incorrect:
- Contact us at +2484715248 or [email protected] first
- Provide transaction details and date
- We will investigate and resolve the issue
12.2 Chargeback Policy
Filing a chargeback with your bank without first contacting us:
- May result in account suspension
- Prevents us from resolving the issue directly
- May incur processing fees we must recover
We encourage direct communication to resolve billing issues quickly and fairly.
13. Refund Processing Times
Typical processing times for approved refunds:
- Account Credit: Immediate
- Debit Cards: 5-7 business days
- Credit Cards: 7-10 business days
- Digital Wallets: 3-5 business days
- Bank Transfers: 3-5 business days
Processing times depend on your financial institution's policies. If you don't receive your refund within the stated timeframe, contact your bank first, then us at [email protected].
14. Compensation Beyond Refunds
In cases of significant service failures, we may offer compensation beyond simple refunds:
- Bonus account credits for future orders
- Free items added to your next order
- Priority delivery status
- Exclusive promotional codes
- Direct contact with management for resolution
These gestures reflect our commitment to restoring your confidence in Apache Pizza.
15. Feedback and Continuous Improvement
Every refund request helps us improve. We:
- Track refund reasons to identify systemic issues
- Provide additional training when patterns emerge
- Adjust processes to prevent recurring problems
- Take customer feedback seriously
Your honest feedback, even when requesting refunds, helps us serve you better in the future.
16. Contact Information for Refund Requests
To request a refund or report an issue with your order:
Apache Pizza
4 Moshe Dip
Kirlintown, NSW 3460
Ireland
Phone: +2484715248 (Available 11:00 AM - 11:00 PM, 7 days/week)
Email: [email protected]
Website: apachiplza.com/contact.html
Response Times
- Phone: Immediate during business hours
- Email: Within 24 hours
- Website Form: Within 24 hours
17. Policy Changes
We may update this Refund Policy to reflect changes in our practices or legal requirements. Updates will be posted on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
18. Legal Rights
This Refund Policy does not affect your statutory rights as a consumer under Irish and EU law. If you believe we have not met our legal obligations, you may contact:
Competition and Consumer Protection Commission
Bloom House, Railway Street
Dublin 1, D01 C576
Ireland
Website: www.ccpc.ie
19. Final Note
At Apache Pizza, we believe in doing the right thing. While this policy outlines formal procedures, our goal is always to resolve issues quickly, fairly, and to your satisfaction. If you ever feel dissatisfied with how a refund request was handled, please ask to speak with a manager or email [email protected].
Thank you for choosing Apache Pizza. We appreciate your business and the opportunity to serve you Ireland's best pizza.