Refund Policy

1. Introduction

At Salvatore Pizza, customer satisfaction is our top priority. We strive to ensure that every pizza we deliver meets our high standards for quality, taste, and presentation. We understand, however, that there may be instances where our service does not meet your expectations. This Refund Policy outlines the conditions under which we offer refunds or replacements for orders placed through our website, mobile application, or by phone.

By placing an order with Salvatore Pizza, you agree to the terms of this Refund Policy.

2. Conditions for Refunds or Replacements

We may provide a refund or replacement in the following circumstances:

2.1 Order Quality Issues

• Incorrect Items: If you receive items that differ from what you ordered.
• Missing Items: If any items are missing from your order.
• Quality Concerns: If the food quality is significantly below our standards (e.g., undercooked, burnt, or spoiled).
• Foreign Objects: If any foreign object is found in the food.

2.2 Delivery Issues

• Excessive Delay: If your delivery is significantly delayed beyond our estimated delivery time without prior notification (typically more than 30 minutes beyond the quoted time).
• Cold Food: If hot items arrive cold due to delivery issues on our part.
• Damaged During Transit: If your order is severely damaged during delivery (e.g., pizza upside down in the box).

2.3 Technical or System Errors

• Double Charging: If you were charged multiple times for the same order.
• Processing Errors: If your order was processed incorrectly due to a system error on our website or app.
• Canceled Orders: If your order was canceled but you were still charged.

3. How to Request a Refund or Replacement

If you experience any of the issues mentioned above, please follow these steps to request a refund or replacement:

3.1 Timeframe for Reporting Issues

To be eligible for a refund or replacement, you must report the issue:

• For quality or delivery issues: Within 2 hours of receiving your order
• For technical or billing errors: Within 7 days of the transaction

3.2 Contact Methods

You can report issues and request refunds through any of the following channels:

• Phone: Call our customer service at +1 (442) 949-3781
• Email: Send details to support@salvatorepizza.com
• Online Form: Complete the refund request form on our website
• In-App: Use the "Report an Issue" feature in our mobile app

3.3 Information to Provide

When reporting an issue, please provide the following information to help us process your request efficiently:

• Order number or confirmation code
• Date and time of order
• Delivery address (if applicable)
• Description of the issue
• Photos of the order (if relevant and available)
• Your preferred resolution (refund or replacement)

4. Refund Process and Timeframe

4.1 Review Process

Once we receive your refund request, our customer service team will:

• Acknowledge receipt of your request within 24 hours
• Review the details of your order and the reported issue
• Contact you for additional information if necessary
• Make a determination regarding your refund or replacement request

4.2 Types of Resolutions

Depending on the nature and severity of the issue, we may offer:

• Full Refund: A complete refund of your order amount
• Partial Refund: A refund for specific items that were problematic
• Replacement: A replacement of the affected items
• Store Credit: Credit added to your account for future orders
• Promotional Offer: Discount codes or free items on your next order

4.3 Refund Method

Refunds will be processed to the original payment method used for the order:

• Credit/Debit Card: Refunded to the same card used for purchase
• PayPal/Digital Wallets: Refunded to the same account
• Cash Orders: Refunded via store credit or as determined by our customer service team

4.4 Refund Timeframe

Once approved, refunds are typically processed within the following timeframes:

• Our processing time: 1-2 business days
• Credit/debit card refunds: 3-10 business days to appear on your statement (depending on your financial institution)
• PayPal/digital wallet refunds: 1-3 business days
• Store credits: Applied immediately to your account

5. Limitations and Exceptions

5.1 Non-Refundable Situations

Refunds or replacements may not be provided in the following circumstances:

• Personal taste preferences when the item was prepared according to specifications
• Minor deviations in appearance that do not affect quality or taste
• Issues reported outside the specified timeframes
• Customer errors in placing orders (though we will try to accommodate reasonable requests)
• Delivery delays caused by factors beyond our control (severe weather, traffic accidents, incorrect address provided)
• Claims without sufficient information to verify the issue

5.2 Special Offers and Promotions

Orders placed using promotional codes, discounts, or special offers may be subject to different refund terms, which will be specified in the terms of the promotion.

5.3 Excessive Refund Requests

We reserve the right to investigate accounts with a pattern of frequent refund requests. In cases where we determine that refund requests are being abused, we may:

• Decline future refund requests
• Limit or suspend account privileges
• Require additional verification for future orders

6. Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a Customer Satisfaction Guarantee. If you are not completely satisfied with your order for any reason, please let us know, and we will work with you to make it right. This may include offering store credit, a discount on your next order, or other accommodations at our discretion, even in situations not explicitly covered by our refund policy.

Our goal is to ensure every customer has a positive experience with Salvatore Pizza.

7. Large Orders and Catering

For large orders (typically 10 or more pizzas) and catering services, the following additional terms apply:

• Cancellations must be made at least 24 hours in advance for a full refund
• Cancellations made between 24 and 12 hours in advance will receive a 50% refund
• Cancellations made less than 12 hours in advance are not eligible for a refund
• Quality issues must be reported within 1 hour of delivery or pickup

8. Contact Information for Refund Assistance

If you have questions about our Refund Policy or need help with a specific refund request, please contact our customer service team:

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

The "Last Updated" date at the top of this policy will indicate when it was most recently revised.

10. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable laws. In the event of any conflict between this policy and applicable consumer protection laws, the applicable laws will prevail.