Overview

At Apache pizza, we are committed to providing you with exceptional food and service. Your satisfaction is our top priority, and we want every dining experience to exceed your expectations. This refund policy outlines the circumstances under which we provide refunds and exchanges, ensuring transparency and fairness for all our customers.

Our Commitment

We stand behind the quality of our food and service. If you are not completely satisfied with your order, we are here to make it right. Our goal is to resolve any issues quickly and fairly while maintaining the highest standards of food safety and quality.

Last Updated: January 1, 2025

Effective Date: This policy applies to all orders placed on or after this date.

Refund Eligibility

To be eligible for a refund, your request must meet the following criteria:

Time Frame Requirements

Dine-in orders: Issues must be reported within 15 minutes of receiving your food
Delivery orders: Issues must be reported within 30 minutes of delivery
Pickup orders: Issues must be reported within 15 minutes of pickup
Catering orders: Issues must be reported within 2 hours of the scheduled delivery/pickup time

Valid Reasons for Refunds

Food quality issues (cold, burnt, or incorrectly prepared items)
Wrong order delivered or served
Missing items from your order
Food safety concerns or contamination
Significant delivery delays (over 60 minutes past estimated time)
Restaurant error or system malfunction

Proof of Purchase

You must provide one of the following:

Original receipt or order confirmation
Order number from our online system
Credit card or payment confirmation
Email confirmation for online orders

Non-Refundable Items

The following items and situations are not eligible for refunds:

Partially consumed food: Items that have been substantially eaten (more than 25%)
Personal preference: Items you simply did not enjoy due to taste preferences
Special dietary requirements: Items that don't meet undisclosed dietary restrictions
Custom orders: Specially modified items prepared to your specific requests
Late reports: Issues reported outside the specified time frames
Third-party delivery fees: Fees charged by external delivery services
Promotional items: Free items received as part of promotions or offers
Gift cards: Gift card purchases are final and non-refundable
Event cancellations: Orders cancelled less than 24 hours before scheduled catering events

Important Note

Items that have been tampered with, dropped, or damaged by the customer after delivery/pickup are not eligible for refunds. We prioritize food safety and cannot accept returns of food items that may have been compromised.

Refund Request Process

Follow these simple steps to request a refund:

Contact Us Immediately

As soon as you identify an issue with your order, contact us via:

Phone: +353 1 607 4003
Email: [email protected]
In-person at our restaurant location

Provide Order Details

Have the following information ready:

Order number or receipt
Date and time of order
Description of the issue
Photos if applicable (missing/wrong items)

Issue Assessment

Our team will:

Review your order details
Verify the issue reported
Determine the appropriate resolution
Provide you with options for resolution

Resolution Implementation

Based on our assessment, we will:

Process your refund if eligible
Offer a replacement order if preferred
Provide store credit for future orders
Send confirmation of the resolution method

Refund Processing Methods

Refund to Original Payment Method

Refunds are processed back to your original payment method whenever possible:

Credit/Debit Cards: 3-5 business days
Cash payments: Immediate cash refund in-store
Online payments: 5-7 business days
Bank transfers: 3-5 business days

Processing Timeframes

Standard Refunds

Same-day issues: 24-48 hours
Next-day reports: 2-3 business days
Complex cases: Up to 7 business days

Special Circumstances

Bank holidays: Additional 1-2 days
International cards: 7-10 business days
Disputed charges: 10-14 business days

Refund Notifications

You will receive email confirmation when your refund has been processed. Please check with your bank or card issuer if you don't see the credit within the expected timeframe.

Exchanges vs. Refunds

In many cases, we prefer to offer exchanges or replacements rather than refunds to ensure you receive the quality meal you ordered.

When We Offer Exchanges

Wrong order: We'll prepare your correct order immediately
Quality issues: Fresh replacement of the problematic item
Missing items: Immediate preparation and delivery of missing items
Temperature issues: Re-preparation of items to proper serving temperature

Exchange Benefits

Faster resolution than refund processing
You still receive your desired meal
No waiting for payment processing
Maintains your dining schedule

Store Credit Options

As an alternative to refunds, we may offer store credit that provides additional value:

Credit amount: 110% of the original order value
Validity: 12 months from issue date
Usage: Can be applied to any future order
Transferability: Can be gifted to friends or family

Damaged or Defective Items

We take food safety and quality seriously. Special policies apply to damaged or defective items:

Immediate Action Items

For the following issues, contact us immediately for priority handling:

Food contamination: Foreign objects in food
Spoiled ingredients: Signs of spoilage or off-putting odors
Packaging damage: Torn, leaking, or compromised packaging
Temperature violations: Cold food served hot or vice versa
Allergenic cross-contamination: Presence of undeclared allergens

Special Handling Process

Stop Consumption

Immediately stop eating and preserve the item for inspection if safe to do so.

Document the Issue

Take clear photos of the problem and keep all packaging materials.

Contact Emergency Line

For food safety concerns, call our priority line for immediate assistance.

Full Investigation

We conduct a thorough investigation and provide full refund plus additional compensation when appropriate.

Your Safety Matters

If you experience any adverse reaction after consuming our food, seek medical attention immediately and contact us as soon as possible. We will work with you to understand what happened and prevent future occurrences.

Refund Policy