Refund Policy

Last Updated: January 15, 2025

This Refund Policy explains the circumstances under which refunds, replacements, or credits may be issued for orders placed through Apache Pizza's website apaches-plzza.com or by phone. This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

1. General Refund Principles

1.1 Our Commitment

We strive to ensure every order meets our high standards and your expectations. If there are any issues with your order, we will work with you to find a satisfactory resolution, which may include:

• Full or partial refund
• Replacement order at no additional charge
• Credit toward a future order
• Discount on your current order

1.2 Eligibility for Refunds

Refunds may be issued when:

• Your order was not delivered
• Your order was delivered significantly late without prior notice
• Your order was incorrect or incomplete
• Food quality does not meet our standards
• You received someone else's order
• There was a billing error
• You have a valid complaint about food safety or hygiene

1.3 Refund Processing Time

Once a refund is approved, we will process it within:

• Credit/Debit Card: 5-10 business days (depending on your bank)
• Cash Orders: Refund credit applied immediately to your account for future orders, or processed via bank transfer within 5-7 business days
• Account Credit: Applied immediately to your Apache Pizza account

2. Order Cancellations

2.1 Cancellation by Customer

Before Order Preparation:

You may cancel your order before it enters preparation by contacting us immediately at +353 93 416 439. If the order has not yet been started, we will issue a full refund with no cancellation fee.

During Preparation:

Once preparation has begun, cancellation may not be possible. If you still wish to cancel, we may charge a partial fee to cover the cost of ingredients and preparation already completed. The cancellation fee will not exceed 50% of the order total.

After Order Dispatch:

Once your order has been dispatched for delivery, cancellation is not possible. If you refuse delivery, no refund will be issued. However, you may contact us to discuss alternative arrangements if there are exceptional circumstances.

2.2 Cancellation by Apache Pizza

We reserve the right to cancel your order in the following circumstances:

• Product unavailability
• Delivery address outside our service area
• Unable to process payment
• Extreme weather or unsafe delivery conditions
• Technical errors or pricing mistakes
• Suspected fraudulent activity
• Force majeure events

If we cancel your order, you will receive a full refund within 5-10 business days. We will notify you of the cancellation as soon as possible via phone, email, or SMS.

3. Delivery Issues

3.1 Non-Delivery

If your order was not delivered and you were charged, please contact us immediately. We will investigate and, if confirmed, issue a full refund or send a replacement order at no charge.

Important: Before requesting a refund for non-delivery, please:

• Check with household members or neighbors who may have accepted delivery
• Verify the delivery address you provided was correct
• Check your phone for missed calls from our delivery driver
• Allow a reasonable amount of time beyond the estimated delivery window

3.2 Significant Delays

We estimate delivery times based on current conditions, but delays can occur. If your order is significantly delayed (more than 30 minutes beyond the estimated time), please contact us.

For significant delays, we may offer:

• Discount on your current order (10-25% depending on delay length)
• Credit toward a future order
• Full refund if the delay is excessive and you no longer want the order

Note: Delays caused by incorrect address information, inability to contact you, or your unavailability to receive delivery do not qualify for refunds or compensation.

3.3 Wrong Delivery Address

If you provide an incorrect delivery address, we cannot guarantee redelivery or refund. We may attempt redelivery to the correct address if possible, but additional delivery charges may apply.

If redelivery is not feasible, we will assess each situation individually and may offer partial credit as a goodwill gesture, but we are not obligated to provide a refund for customer errors.

3.4 Failed Delivery Attempts

If our delivery driver attempts delivery but cannot reach you or access your location, and you do not respond to phone calls, we reserve the right to charge for the full order without issuing a refund.

We recommend:

• Providing a contact phone number that you will answer
• Being available at the delivery address during the estimated window
• Providing clear delivery instructions for hard-to-find locations
• Answering calls from unfamiliar numbers during your delivery window

4. Product Quality Issues

4.1 Incorrect Orders

If you receive the wrong items or your order is missing items, please contact us within 30 minutes of delivery. We will:

• Verify the error with your order details
• Send the correct/missing items immediately at no charge, OR
• Issue a refund for the incorrect/missing items

Please have your order number ready when you contact us. We may ask you to provide photos of the incorrect items to help us improve our quality control.

4.2 Food Quality Complaints

If your food does not meet our quality standards (cold, overcooked, undercooked, stale, etc.), please contact us within 30 minutes of delivery.

We will ask questions to understand the issue and may request photos. Depending on the situation, we will:

• Send a replacement order immediately
• Issue a full refund for the affected items
• Provide credit for a future order

4.3 Allergic Reactions or Food Safety

Food safety is our highest priority. If you experience an allergic reaction or have food safety concerns, please contact us immediately and seek medical attention if necessary.

We will:

• Issue an immediate full refund
• Investigate the incident thoroughly
• Take corrective action to prevent recurrence
• Cooperate with health authorities if required

Important: If you have allergies, please notify us when ordering. While we provide allergen information, cross-contamination is possible in our kitchens. Customers with severe allergies should exercise extreme caution.

5. Timeframe for Reporting Issues

To be eligible for a refund or replacement, you must report issues within the following timeframes:

Issue Type	Reporting Timeframe
Non-delivery	Within 2 hours of estimated delivery time
Incorrect or missing items	Within 30 minutes of delivery
Food quality issues	Within 30 minutes of delivery
Cold food	Within 30 minutes of delivery
Billing errors	Within 7 days of charge
Food safety concerns	Immediately (no time limit)

Claims reported outside these timeframes will be reviewed on a case-by-case basis but may not qualify for refunds.

6. Non-Refundable Situations

We cannot issue refunds in the following circumstances:

6.1 Change of Mind

Due to the nature of food products, we cannot accept returns or issue refunds simply because you changed your mind after ordering. Please review your order carefully before confirming.

6.2 Personal Taste Preferences

Refunds will not be issued if you simply don't like the taste of a product that was prepared correctly according to our recipes. Our menu descriptions and ingredient lists are available for review before ordering.

6.3 Delayed Reporting

If you report an issue after the timeframes specified in Section 5, we may not be able to verify the claim and refunds may be denied.

6.4 Customer-Caused Issues

• Incorrect address provided by customer
• Customer unavailable to receive delivery
• Customer did not answer phone during delivery attempt
• Customer refused delivery without valid reason
• Food became cold due to customer delay in accepting delivery

6.5 Consumed Orders

If you have consumed most or all of the order, we cannot verify quality issues and refunds will generally not be issued. Report issues before consuming the product.

6.6 Abuse of Policy

We reserve the right to refuse refunds to customers who repeatedly request refunds without valid cause. This policy is designed to protect honest customers, not to be exploited.

7. Refund Methods

7.1 Original Payment Method

Refunds are typically issued to the original payment method used for the order:

• Credit/Debit Card: Refunded to the card used for payment
• Cash Orders: Applied as account credit or bank transfer

7.2 Account Credit

In some cases, we may offer account credit instead of a refund to the original payment method. Account credit:

• Is applied immediately to your Apache Pizza account
• Can be used toward any future order
• Does not expire
• Cannot be redeemed for cash

7.3 Replacement Orders

For many issues, we prefer to send a replacement order rather than process a refund. Replacements are:

• Sent immediately at no charge
• Prepared with extra care to ensure quality
• Often a better solution for hungry customers who want their meal

You may request a refund instead of a replacement if you prefer.

8. Partial Refunds

In some situations, a partial refund may be appropriate:

8.1 When Partial Refunds Apply

• Only part of your order had issues
• Minor errors that don't warrant a full refund
• Moderate delays (refund of delivery charge)
• Missing side items or extras
• One pizza in a multi-pizza order had quality issues

8.2 Calculating Partial Refunds

Partial refunds are calculated based on:

• The value of affected items
• The severity of the issue
• The impact on your overall experience

We aim to be fair and reasonable, ensuring you only pay for what you actually received and enjoyed.

9. How to Request a Refund

9.1 Contact Methods

To request a refund or report an issue, contact us immediately:

• Phone: +353 93 416 439 (fastest method)
• Email: [email protected]
• Website: Through our contact form at apaches-plzza.com/contact.html

Phone contact is recommended for urgent issues requiring immediate resolution.

9.2 Information to Provide

When requesting a refund, please provide:

• Your order number
• Contact name and phone number
• Delivery address
• Detailed description of the issue
• Photos of the problem (if applicable)
• Approximate delivery time

Providing complete information helps us process your request quickly and efficiently.

9.3 Resolution Process

1. Report the Issue: Contact us using the methods above
2. Verification: We'll verify your order details and the reported issue
3. Resolution Offer: We'll propose a solution (refund, replacement, credit)
4. Processing: Once agreed, we'll process the resolution immediately
5. Confirmation: You'll receive confirmation via email or SMS

Most issues are resolved during the initial contact. Our goal is to address your concern quickly so you can enjoy your meal or receive appropriate compensation.

10. Promotions and Discounts

10.1 Promotional Orders

If your order was placed using a promotion, discount code, or special offer:

• Refunds will be based on the amount actually paid
• Promotional discounts will not be refunded as cash value
• Replacement orders may not include the same promotional pricing

10.2 Vouchers and Gift Cards

Orders paid with vouchers or gift cards:

• Refunds will be issued as account credit or new voucher
• Cannot be refunded as cash unless required by law
• Replacement orders can use the same voucher/gift card

11. Repeated Issues

11.1 Multiple Refund Requests

If you experience repeated issues with your orders, please contact our management team. We want to understand and resolve ongoing problems.

However, customers who repeatedly request refunds without valid cause may:

• Have their accounts reviewed
• Be required to provide additional evidence for refund requests
• Have their refund requests denied
• Have their accounts suspended or terminated

We distinguish between customers with legitimate concerns and those attempting to abuse our customer-friendly policies.

11.2 Improving Service

If we identify patterns of issues with particular locations, products, or delivery areas, we take corrective action including:

• Additional staff training
• Equipment upgrades or replacement
• Process improvements
• Quality control enhancements

12. Disputes

12.1 Disagreement with Decision

If you disagree with a refund decision, you may:

• Request to speak with a manager or supervisor
• Provide additional information or evidence
• Submit a formal complaint in writing

We will review all disputes fairly and respond within 5 business days.

12.2 Escalation Process

1. Initial Contact: Speak with customer service representative
2. Manager Review: Request manager review if unsatisfied
3. Written Complaint: Submit formal complaint to [email protected]
4. Final Review: Management conducts final review and provides decision

12.3 External Resolution

If we cannot resolve your dispute internally, you may seek resolution through:

• Consumer protection agencies in Ireland
• Your credit card company's dispute resolution process
• Small claims court for disputes under the applicable threshold

13. Changes to This Policy

We may update this Refund Policy periodically to reflect changes in our practices or legal requirements. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date.

Continued use of our services after changes constitutes acceptance of the updated policy. For significant changes, we will make reasonable efforts to notify customers via email or website announcement.

14. Contact Information

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