Refund Policy

Last Updated: January 1, 2023

1. Introduction

At Salvatore Pizza ("we," "our," or "us"), customer satisfaction is our top priority. We strive to provide the highest quality food and service. This Refund Policy outlines the circumstances under which we will provide refunds, credits, or replacements for orders placed through our website salvatorepizza.com (the "Website"), our mobile application, or by phone.

By placing an order with us, you agree to this Refund Policy. We reserve the right to modify this policy at any time, with changes effective upon posting to our Website.

2. Order Accuracy

We take great care to ensure that your order is prepared accurately according to your specifications. However, we understand that mistakes can happen. If you receive an order that is incorrect or incomplete, please contact us immediately using the information provided in the "Contact Us" section below.

To help us resolve the issue efficiently, please have the following information ready:

  • Order number or confirmation code
  • Date and time of order
  • Description of the problem with your order
  • Photos of the order (if applicable)

3. Refund Eligibility

3.1 Quality Issues

We are committed to serving high-quality food. If you are not satisfied with the quality of your order due to issues such as:

  • Food was delivered cold when it should have been hot
  • Ingredients were spoiled or not fresh
  • Foreign objects were found in the food
  • Food was undercooked or overcooked

Please contact us within 30 minutes of receiving your order. We may ask for photographic evidence to help us improve our quality control processes.

3.2 Delivery Issues

If there are issues with your delivery such as:

  • Excessive delay (delivery time exceeded the estimated delivery time by more than 30 minutes)
  • Damaged items due to improper handling during delivery
  • Incomplete order (missing items)
  • Order never arrived

Please contact us as soon as possible, and no later than 24 hours after the scheduled delivery time.

3.3 Order Cancellations

Cancellation requests are subject to the following conditions:

  • Before food preparation: If you need to cancel your order before we begin preparing your food, we will issue a full refund.
  • During food preparation: If your order is already being prepared, we may offer a partial refund or store credit at our discretion.
  • After food preparation or during delivery: Once your order has been prepared or is out for delivery, cancellations are generally not accepted, and refunds are not typically issued.

To cancel an order, please call us immediately at +1 (740) 728-6276.

3.4 Allergic Reactions

While we take precautions regarding allergens, our kitchen handles various ingredients, and cross-contamination is possible. If you experience an allergic reaction to any of our food, please seek medical attention immediately if necessary, and then contact us. Please note that it is the customer's responsibility to inform us of any allergies when placing an order.

3.5 Technical Issues

If you experience technical issues with our Website or mobile application that result in:

  • Duplicate orders being placed
  • Incorrect charges
  • Payment processing errors

Please contact us with details of the issue, including any error messages you received and relevant screenshots if available.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please contact our customer service team using one of the following methods:

Please provide your order details and a clear explanation of the issue you experienced.

4.2 Refund Options

Depending on the circumstances, we may offer one or more of the following remedies:

  • Full refund: The entire order amount will be refunded to your original payment method.
  • Partial refund: A portion of your order will be refunded (e.g., for specific items that were problematic).
  • Store credit: We may issue store credit that can be used for future orders.
  • Replacement: We may offer to remake and deliver your order or specific items at no additional cost.
  • Discount on future orders: In some cases, we may offer a discount code for your next purchase.

The appropriate remedy will be determined based on the specific circumstances of each situation.

4.3 Refund Timeframe

If a refund is approved, the following timeframes generally apply:

  • Credit/Debit Card Payments: Refunds will be processed within 3-5 business days, although it may take 5-10 business days to appear on your statement depending on your financial institution.
  • Digital Wallet Payments (Apple Pay, Google Pay, etc.): Refunds are typically processed within 1-3 business days.
  • Store Credit: Store credit will be issued immediately and will be available for use on your next order.

5. Exceptions and Limitations

While we strive to provide fair resolutions to all customer concerns, there are certain situations where refunds may be limited or not available:

  • Personal taste preferences: Refunds based solely on personal preferences (e.g., "I didn't like the taste") are evaluated on a case-by-case basis and are not guaranteed.
  • Delayed refund requests: Requests made more than 24 hours after delivery may not be eligible for refunds.
  • Repeated refund requests: Customers with a pattern of frequent refund requests may be subject to additional verification or limitations.
  • Self-pickup orders: For orders you pick up yourself, please check your order before leaving our premises. Claims about missing or incorrect items after you have left may be more difficult to verify.
  • Special events and catering: Catering orders and large orders for special events may be subject to different refund terms, which will be specified at the time of ordering.

6. Gift Cards and Promotional Credits

6.1 Gift Cards

Gift cards are non-refundable and cannot be redeemed for cash unless required by law. Lost or stolen gift cards will not be replaced.

6.2 Promotional Credits and Discounts

Promotional credits, discount codes, and other special offers cannot be converted to cash and are subject to the specific terms and conditions provided at the time they are issued.

If a refund is issued for an order where a promotional code or discount was applied, the refund will be adjusted to reflect the actual amount paid.

7. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

Salvatore Pizza
834 Lehner Ferry, New Aileenfurt, NS K8L 1E7
Phone: +1 (740) 728-6276
Email: support@salvatorepizza.com

Our customer service team is available during the following hours:

  • Monday - Thursday: 10:30 AM - 10:30 PM
  • Friday - Saturday: 10:30 AM - 11:30 PM
  • Sunday: 11:30 AM - 9:30 PM