Refund Policy

At Apache Pizza, we are committed to delivering high-quality food and an excellent customer experience. We understand that issues can occasionally arise with orders, and this Refund Policy outlines your rights and our procedures in relation to refunds, cancellations, and disputes. This policy complies with the Consumer Rights Act 2022 (Ireland), the Sale of Goods and Supply of Services Act 1980, and applicable European Union consumer protection regulations.

Please read this policy carefully before placing an order through our website at apacpizza.com or through any of our store locations. By placing an order with Apache Pizza, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

Apache Pizza takes pride in preparing fresh, high-quality food for every customer. Every order is prepared to our strict internal quality standards. However, we recognise that mistakes can happen, and where an issue is attributable to us, we will work promptly and fairly to resolve the matter to your satisfaction.

Because our products are perishable food items prepared fresh upon order, our refund policy reflects the nature of these goods while still protecting your rights as a consumer under Irish and EU law.

2. Eligibility for a Refund

You may be eligible for a full or partial refund in the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong toppings, wrong size, wrong product).
• Missing Items: Part of your order was missing upon delivery or collection.
• Food Quality Issues: The food delivered or collected was of unsatisfactory quality, was undercooked, overcooked, or otherwise not fit for consumption.
• Food Safety Concerns: You have reason to believe the food posed a health or safety risk (e.g., a foreign object was found in the food).
• Significant Delivery Delay: Your delivery was significantly delayed beyond the estimated delivery time provided at the time of ordering, and the food arrived in an unsatisfactory condition as a result.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your delivery order was confirmed and charged but never arrived.

Refund eligibility is assessed on a case-by-case basis. Apache Pizza reserves the right to request supporting evidence (such as photographs) before processing a refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the timeframes outlined below:

4. Non-Refundable Items and Circumstances

Refunds will not be issued in the following circumstances:

• You simply changed your mind after the order was prepared or dispatched.
• You ordered the wrong item(s) due to your own error and the order was prepared correctly as submitted.
• The food was consumed entirely before a complaint was raised.
• You provided an incorrect delivery address and the order was delivered to that address.
• You were unavailable to receive your delivery after multiple contact attempts were made by our driver.
• Dissatisfaction based on personal taste preferences, where the food was correctly prepared.
• Promotional, discounted, or voucher-based items (unless the item itself is defective or missing).
• Delivery fees, where the delivery was completed as expected.

5. How to Request a Refund – Step-by-Step

If you believe you are entitled to a refund, please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your payment method:

Please note that while Apache Pizza processes refunds promptly, the actual time for funds to appear in your account is subject to your bank or payment provider's processing times, which are outside of our control.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. This may apply when:

• Only certain items from your order were missing, incorrect, or of unsatisfactory quality.
• Part of the order was consumed before the issue was identified.
• A complimentary item or promotional discount was already applied to the order.
• The issue affects only a portion of the overall order, and the remaining items were satisfactory.

The amount of a partial refund will be calculated based on the proportionate value of the affected item(s) within your order. Apache Pizza will communicate clearly what amount is being refunded and the reason for any partial refund determination.

8. Replacement and Exchange Policy

In many cases, rather than issuing a monetary refund, Apache Pizza may offer to replace the item(s) in question. A replacement will be offered where:

• The incorrect item was delivered and the correct item can be freshly prepared and delivered or collected within a reasonable timeframe.
• An item was significantly damaged in transit and a fresh replacement is the most appropriate remedy.
• The customer requests a replacement rather than a refund.

Replacements are subject to availability. If a direct replacement is not possible (for example, due to an item being temporarily unavailable), we will offer an equivalent alternative or a full refund for that item.

Exchanges of one menu item for another of a different type or price point are not standard practice but may be considered at the discretion of the store manager in exceptional circumstances.

9. Cancellation Policy

Because our food is prepared fresh and promptly upon ordering, our ability to cancel orders is limited once preparation has commenced.

9.1 Cancellations Before Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing it and before preparation has begun. To cancel, please contact the store directly by phone as soon as possible, as email cancellation requests may not be reviewed in time. If the cancellation is successful, you will receive a full refund to your original payment method.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, we are generally unable to cancel it. In such circumstances, a refund will not typically be issued unless there is a demonstrable error on our part.

9.3 Cancellations Due to Circumstances Beyond Our Control

In the event that Apache Pizza must cancel your order due to circumstances beyond our control — including but not limited to severe weather conditions, technical failures, ingredient shortages, or store closures — you will be notified as promptly as possible and a full refund will be issued to your original payment method within the timeframes outlined in Section 6.

10. Store Credit as an Alternative

As an alternative to a monetary refund, Apache Pizza may offer store credit (in the form of a voucher or credit applied to your online account) in the equivalent value of the refund amount. Store credit:

• Is valid for use on future orders placed through apacpizza.com or in-store.
• Has a validity period of 12 months from the date of issue.
• Cannot be exchanged for cash.
• Is non-transferable.

You may decline store credit and request a monetary refund instead. Apache Pizza will always honour your right to a monetary refund where a refund is legitimately due.

11. Dispute Resolution Process

If you are unhappy with the outcome of your refund request, you have the following options for further resolution:

11.1 Internal Escalation

In the first instance, please request that your complaint be escalated to a senior member of our customer care team or store management. You can do this by replying to your initial email correspondence or by contacting us at [email protected] and indicating that you wish to escalate your complaint.

11.2 Competition and Consumer Protection Commission (CCPC)

If your complaint remains unresolved after engaging with Apache Pizza, you have the right to contact the Competition and Consumer Protection Commission (CCPC), the statutory body in Ireland responsible for enforcing consumer protection law:

• Website: www.ccpc.ie
• Phone: 01 402 5555

11.3 European Online Dispute Resolution (ODR) Platform

For online purchases, you also have the right to use the European Commission's Online Dispute Resolution (ODR) platform, which facilitates the resolution of disputes between consumers and online traders across the EU:

• ODR Platform: ec.europa.eu/consumers/odr

11.4 Small Claims Court

If the matter cannot be resolved through the above channels, you have the right to bring a claim through the Irish Small Claims Court for disputes involving amounts up to €2,000. This is a straightforward and cost-effective process available to consumers.

12. Your Consumer Rights Under Irish Law

Nothing in this Refund Policy limits or affects your statutory rights as a consumer under Irish and EU law, including:

• Consumer Rights Act 2022 (Ireland): Provides that goods and services must be of satisfactory quality, fit for purpose, and as described.
• Sale of Goods and Supply of Services Act 1980: Entitles consumers to remedies including repair, replacement, or refund where goods are defective.
• EU Consumer Rights Directive (2011/83/EU): Provides overarching consumer protection standards across the European Union.

Your statutory rights always take precedence over this policy, and Apache Pizza will never attempt to limit or override those rights.

13. Contact Information for Refund Requests

To submit a refund request or for any queries related to this policy, please contact us using the details below:

We aim to respond to all refund enquiries within 2 business days. For urgent matters, particularly those relating to food safety, please contact your nearest Apache Pizza store directly by phone.

14. Changes to This Policy

Apache Pizza reserves the right to update or amend this Refund Policy at any time. Any changes will be published on our website at apacpizza.com with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.