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 sets out your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at apacheppizza.com or through our in-store services.

This policy is governed by Irish consumer law, including the Sale of Goods and Supply of Services Act 1980, the Consumer Rights Act 2022, and applicable EU consumer protection regulations. As a food service business operating in Ireland, certain conditions specific to perishable goods apply, which are explained in detail below.

1. Our Commitment to Customer Satisfaction

Apache Pizza takes great pride in the quality of our food and service. We strive to ensure that every order is prepared correctly, delivered on time, and meets the standards our customers expect. However, we recognise that mistakes can happen, and we are dedicated to resolving any issues promptly and fairly.

If you are unhappy with any aspect of your order — whether it relates to food quality, incorrect items, missing items, or delivery problems — we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or collection bag.
• Food Quality Issues: The food received was of unsatisfactory quality — for example, it was undercooked, overcooked, contaminated, or otherwise unfit for consumption.
• Significant Delay: Your order was delivered significantly later than the quoted delivery time, to the extent that the food was no longer in an acceptable condition upon arrival.
• Order Not Received: Your order was confirmed and paid for but was never delivered to your address without reasonable explanation.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Allergen Issue: Your food contained an allergen you clearly specified in your order that should have been excluded, resulting in a health concern.

To be eligible for a refund, you must notify Apache Pizza within the timeframes specified in Section 3 below. Refund requests submitted after these timeframes may not be accepted, except where required by applicable Irish consumer law.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be made promptly. The following timeframes apply:

We strongly recommend contacting us as soon as you notice a problem. Delays in reporting reduce our ability to investigate effectively and may affect the outcome of your request.

4. Non-Refundable Items and Situations

Refunds will not be issued in the following circumstances:

• You simply changed your mind after placing and receiving a correctly fulfilled order. Under Irish and EU consumer law, the 14-day cooling-off period for digital and distance contracts does not apply to perishable food goods once they have been prepared and/or delivered.
• The food was consumed in full or in large part before a complaint was raised, making it impossible to assess the alleged issue.
• The issue arose because of incorrect information provided by the customer at the time of ordering (e.g., wrong delivery address, failure to specify allergens).
• The complaint is based solely on personal taste preferences rather than a genuine quality defect.
• Promotional items, free items, or items provided as part of a discount offer are not eligible for cash refunds (store credit may be offered at our discretion).
• Orders cancelled after preparation has commenced — see Section 7 (Cancellation Policy) for further details.
• Delivery charges where the delivery was successfully completed to the correct address.

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

To request a refund from Apache Pizza, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as possible after identifying the issue. You can contact us by:
   • Email: [email protected]
   • Website: apacheppizza.com
   • In person at your local Apache Pizza store
2. Step 2 — Provide Your Order Details: Include your full name, order number (found in your confirmation email or receipt), the date and time of your order, and the delivery address or store location.
3. Step 3 — Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — describe which items were affected, what was wrong with them, and how the issue impacted your experience.
4. Step 4 — Provide Supporting Evidence (where possible): Where feasible, attach photographs of the food, the packaging, or the incorrect items. Visual evidence helps us investigate quickly and reach a fair resolution.
5. Step 5 — Await Our Response: Our customer service team will review your request and respond within 2 business days. We may contact you to ask for additional information if required.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will process your refund or alternative remedy (such as a replacement order or store credit) within the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds apply in the following situations:

• Only one or a few items from a larger order were affected by a quality issue or were missing — in this case, a refund will be issued only for the value of those specific items.
• The order was partially consumed before the issue was identified — a proportional refund may be applied at our discretion.
• A discount, voucher, or promotional code was applied to the original order — the refund will reflect the actual amount paid for the affected items after the discount.
• Delivery charges are generally non-refundable unless the entire order was undelivered or substantially incorrect.

All partial refund decisions are made on a case-by-case basis, and we will always communicate our reasoning clearly to the customer.

8. Exchange Policy

Where a refund is not the most appropriate remedy, Apache Pizza may offer a replacement or exchange as an alternative. This applies particularly in cases where:

• An incorrect item was delivered and the correct item can be prepared and dispatched promptly.
• A missing item can be sent out on a follow-up delivery within a reasonable timeframe.
• A food quality issue can be addressed by preparing a fresh replacement.

Where an exchange or replacement is offered, we will always confirm the arrangement with the customer before proceeding. You are not obligated to accept an exchange in lieu of a refund if you would prefer a monetary refund and you meet the eligibility criteria set out in this policy.

Replacement orders are subject to availability and operating hours. If a replacement cannot be facilitated within a reasonable time, a refund will be processed instead.

9. Cancellation Policy

Apache Pizza prepares food orders promptly upon receipt. As a result, our ability to cancel an order depends on the stage of preparation at the time the cancellation request is received.

9.1 Orders Not Yet Prepared

If you contact us to cancel your order before preparation has commenced, we will cancel your order and issue a full refund. Please contact us immediately at [email protected] or by calling your local Apache Pizza store directly.

9.2 Orders Currently Being Prepared

Once food preparation has begun, we are generally unable to cancel the order, as the ingredients have already been used and the food is being made specifically for your order. In this case, no refund will typically be issued for a change-of-mind cancellation.

9.3 Orders Already Dispatched for Delivery

Orders that have already been dispatched for delivery cannot be cancelled. If you are not available at the delivery address, our driver will follow standard procedures, and the order will be considered fulfilled. No refund will be issued in these circumstances unless the food was subsequently found to be defective or incorrect.

9.4 Technical or System Errors

If your order was placed due to a confirmed technical error on our website or app (e.g., a duplicate order was created), please contact us immediately. We will investigate and issue a full refund for any duplicate charges confirmed to be the result of a system error.

10. Dispute Resolution Process

We are committed to resolving all complaints and refund disputes in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund request, the following escalation process is available to you:

10.1 Internal Escalation

If your initial complaint has not been resolved to your satisfaction, you may request that your case be escalated to a senior member of our customer service team. Please clearly state in your follow-up communication that you wish to escalate your complaint, and provide any additional information or evidence you believe is relevant.

10.2 Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint internally within a reasonable timeframe, you may have the right to refer the matter to an Alternative Dispute Resolution (ADR) body. In Ireland, consumers can seek assistance from:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance on consumer rights in Ireland. Visit www.ccpc.ie for further information.
• European Online Dispute Resolution (ODR) Platform: If you placed your order online, you may also use the EU ODR platform at ec.europa.eu/consumers/odr.
• Small Claims Court: For disputes involving amounts up to €2,000, the Small Claims procedure in Ireland offers a low-cost, straightforward resolution process. More information is available at www.courts.ie.

10.3 Legal Rights

Nothing in this Refund Policy limits or affects your statutory rights as a consumer under Irish and EU law, including your rights under the Consumer Rights Act 2022 and the Sale of Goods and Supply of Services Act 1980. If you believe your statutory rights have been breached, you are entitled to seek independent legal advice.

11. Allergen and Food Safety Complaints

Following a food safety or allergen incident, please also report the matter to us as soon as possible at [email protected]. We take all allergen and food safety complaints extremely seriously and will investigate thoroughly in accordance with our food safety procedures and Irish food safety legislation, including the Food Safety Authority of Ireland (FSAI) guidelines.

You also have the right to report food safety concerns directly to the Food Safety Authority of Ireland at www.fsai.ie or by calling their advice line.

12. 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 apacheppizza.com with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after changes have been posted constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions about this Refund Policy, wish to submit a refund request, or need to speak to our customer service team, please contact us using the details below:

We aim to respond to all refund-related enquiries within 2 business days. For urgent matters, including allergen incidents or food safety concerns, please contact your local Apache Pizza store directly or email us immediately.