Refund Policy

At Apache Pizza, we are committed to delivering the highest quality food and customer experience. We understand that sometimes things do not go as planned, and we want to make sure you are treated fairly in every situation. This Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, and complaints related to orders placed through our website apchepiza.com or any other official Apache Pizza ordering channel.

This policy is governed by the laws of Ireland, including the Sale of Goods and Supply of Services Act 1980, the Consumer Rights Act 2022, and applicable EU consumer protection regulations. Please read this document carefully before placing an order.

1. Our Commitment to Quality

Apache Pizza takes great pride in preparing fresh, hot, and delicious food for every customer. Every order is prepared to order and dispatched promptly to ensure freshness and quality upon delivery or collection. However, if your experience does not meet our standards, we are here to help and make it right.

2. Eligibility for Refunds

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

• Your order was not delivered or collected within a reasonable time and no update was provided.
• You received the wrong items that were not what you ordered.
• The food delivered was significantly different from what was described on the menu.
• The food was of unacceptable quality — for example, it was cold, burnt, undercooked, or contaminated.
• You were charged an incorrect amount or charged more than once for the same order.
• Your order was cancelled by Apache Pizza due to operational reasons (e.g., ingredients unavailability or store closure).
• You have a proven allergic reaction caused by an ingredient that was not disclosed in the menu description.

3. Timeframes for Refund Requests

We understand the urgency involved with food orders. The following timeframes apply when submitting a refund request:

Requests submitted outside the above timeframes will be reviewed on a case-by-case basis. Apache Pizza reserves the right to decline refund requests that are submitted unreasonably late without a valid explanation.

4. Non-Refundable Items and Situations

Certain situations do not qualify for a refund. These include, but are not limited to:

• Orders where the customer provided an incorrect delivery address, resulting in failed or delayed delivery.
• Orders that were consumed in full before a complaint was raised.
• Dissatisfaction based solely on personal taste preferences, rather than a quality or accuracy issue.
• Promotional or voucher-based orders where the discount has already been applied.
• Requests submitted beyond the applicable timeframes without reasonable justification.
• Orders where the customer was unavailable at the delivery address and the order was subsequently discarded.
• Customised or special orders made to your specific dietary preferences that were fulfilled correctly but not to your liking.
• Delivery charges, where the food itself was delivered correctly and in satisfactory condition.

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

To ensure your refund request is processed efficiently, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue with your order. You can contact us by email at [email protected] or through the contact form on our website at apchepiza.com.
2. Step 2 — Provide Order Details: Include the following information in your refund request:
   • Your full name and contact details
   • Your order number or reference number
   • Date and time of the order
   • Description of the issue experienced
   • Photographs of the food or packaging (if the issue is quality-related)
3. Step 3 — Review and Assessment: Our customer service team will review your request within 1–2 business days. We may contact you for additional information if needed.
4. Step 4 — Resolution Offered: Once reviewed, we will notify you of our decision. If your refund is approved, we will process it according to the timelines outlined in Section 6 below. If additional information is required, we will reach out to you directly.
5. Step 5 — Confirmation: Once the refund is processed, you will receive a confirmation email to your registered email address.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your payment method. Please refer to the table below:

Please note that processing times may vary depending on your bank or financial institution. Apache Pizza is not responsible for any delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. This applies when:

• Only a portion of your order was incorrect, missing, or of substandard quality.
• The overall order was delivered correctly, but one or more items were unsatisfactory.
• A discount, voucher, or promotional offer was applied to the original order.
• Delivery was delayed but the food was ultimately delivered and accepted.
• The customer consumed part of the order before identifying an issue.

The partial refund amount will be calculated based on the value of the affected items only, proportional to the total order value. Our customer service team will communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, we are generally unable to offer exchanges for delivered or collected orders. However, in certain circumstances — such as where the wrong item was delivered — we will endeavour to prepare and deliver a replacement order where operationally possible.

Replacement orders are subject to availability and operating hours. If we are unable to provide a suitable replacement within a reasonable timeframe, a full refund for the affected items will be issued instead.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy carefully:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund. Contact us immediately at [email protected] or call your local Apache Pizza store directly.
• During preparation: Once food preparation has commenced, we may be unable to cancel the order. A refund may not be available at this stage unless exceptional circumstances apply.
• After dispatch: Once an order has been dispatched for delivery or is ready for collection, cancellations are generally not accepted. In such cases, you may contact us, and we will review the situation on a case-by-case basis.

9.2 Apache Pizza-Initiated Cancellations

In rare circumstances, Apache Pizza may need to cancel your order due to reasons beyond our control, including but not limited to:

• Unexpected store closure or operational issues
• Unavailability of key ingredients
• Technical errors in the ordering system
• Extreme weather conditions affecting delivery

In the event of a cancellation initiated by Apache Pizza, you will receive a full refund to your original payment method within 5–7 business days. You will be notified by email or phone as soon as possible.

9.3 Consumer Rights — 14-Day Cooling-Off Period

Under EU consumer protection law and Irish consumer legislation, including the Consumer Rights Act 2022, a 14-day cooling-off period applies to certain distance contracts. However, please note that this right does not apply to contracts for the supply of goods that deteriorate rapidly or expire quickly, which includes freshly prepared food items. Therefore, the standard 14-day right of withdrawal does not apply to food orders placed with Apache Pizza once preparation has commenced.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or our response to your complaint, you have the following options available to you:

10.1 Internal Escalation

You may escalate your complaint by contacting our management team directly at [email protected] with the subject line "Escalated Complaint — [Your Order Number]". A senior member of our team will review your case and respond within 3–5 business days.

10.2 Alternative Dispute Resolution (ADR)

If our internal resolution process does not resolve your complaint to your satisfaction, you may seek assistance through an approved Alternative Dispute Resolution (ADR) provider. Under the European Union (Alternative Dispute Resolution for Consumer Disputes) Regulations 2015, consumers in Ireland have access to ADR services for disputes with traders.

10.3 Competition and Consumer Protection Commission (CCPC)

As an Irish consumer, you have the right to contact the Competition and Consumer Protection Commission (CCPC), which provides information and guidance on your rights:

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

10.4 EU Online Dispute Resolution Platform

If you are based in the EU and your dispute relates to an online purchase, you may also use the EU Online Dispute Resolution (ODR) platform, accessible at: https://ec.europa.eu/consumers/odr.

10.5 Small Claims Court

You also have the right to pursue your claim through the Small Claims Court in Ireland, which handles consumer disputes involving amounts up to €2,000. This is a low-cost and straightforward process. More information is available through the Courts Service of Ireland at www.courts.ie.

11. Fraudulent Claims

Apache Pizza takes fraudulent refund claims seriously. Any customer found to be abusing our refund policy — for example, by repeatedly making false quality complaints or claiming non-delivery when items were received — may have their account suspended or permanently banned from our ordering platform. We reserve the right to take legal action in cases of deliberate fraud.

12. Changes to This Policy

Apache Pizza reserves the right to update or amend this Refund Policy at any time. Any changes will be reflected on our website at apchepiza.com with the updated effective date. Continued use of our services following any changes constitutes acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Us

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to get in touch with our customer service team using the details below: