Refund Policy - Pizza Max

1. Introduction

At Pizza Max, we are committed to ensuring your satisfaction with our products and services. This Refund Policy explains our procedures regarding refunds, cancellations, and compensation for orders placed through our website, mobile app, or by phone.

Please read this policy carefully. By placing orders with Pizza Max, you agree to the terms outlined in this Refund Policy.

2. Order Cancellations

2.1 Cancellation Timeframe

You may cancel your order without charge under the following conditions:

For delivery orders: Within 5 minutes of placing your order
For collection orders: At least 15 minutes before the scheduled collection time

2.2 Cancellation Procedure

To cancel an order, please:

Call our customer service at +446545961104
Use the "Cancel Order" option in your account on our website or app (if available)
Reply to your order confirmation email with "CANCEL" in the subject line

2.3 Orders in Preparation

Once your order has entered the preparation phase, cancellation may not be possible as we begin preparing food immediately to ensure freshness. In such cases, cancellation fees may apply as follows:

Orders in preparation but not yet baked: 50% of the order value
Orders that are already baked or being delivered: Full payment required

3. Refund Eligibility

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

3.1 Product Quality Issues

If you receive food that is:

Incorrect (different from what you ordered)
Missing items that were paid for
Of unsatisfactory quality (e.g., undercooked, burnt, or contaminated)
Delivered in damaged condition

3.2 Delivery Issues

If there are problems with your delivery, such as:

Excessive delay (delivery exceeding 30 minutes from the estimated time without prior notification)
Delivery to the wrong address (when the correct address was provided)
Failure to deliver without notification

3.3 Technical or System Errors

If you experience:

Multiple charges for the same order
Incorrect pricing applied to your order
Technical issues that result in order problems

4. Refund Process

4.1 Reporting Issues

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

For food quality issues: Within 30 minutes of delivery or collection
For missing items: Within 30 minutes of delivery or collection
For delivery issues: On the same day of the scheduled delivery
For technical/payment issues: Within 7 days of the order date

4.2 How to Request a Refund

To request a refund, please:

Contact our customer service team at +446545961104
Email us at [email protected] with your order number and details of the issue
Visit any of our store locations with your receipt and explain the issue

Please provide the following information when requesting a refund:

Order number
Date and time of order
Detailed description of the issue
Photos of the problem (if applicable and available)
Your contact information

4.3 Verification

All refund requests are subject to verification by our customer service team. We may contact you for additional information or evidence to support your request.

5. Refund Options

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

5.1 Full Refund

A complete refund of your order total to your original payment method.

5.2 Partial Refund

A refund for specific items that were problematic or missing.

5.3 Replacement

A replacement of the affected items, delivered to you as soon as possible.

5.4 Store Credit

A credit to your Pizza Max account for use on future orders, which may include additional compensation (e.g., 10-20% extra value).

5.5 Free Items on Next Order

Complementary items added to your next order as compensation.

6. Refund Timeline

If your refund request is approved:

Credit/debit card refunds: 3-5 business days for the amount to appear in your account (depending on your bank's processing time)
Store credits: Applied immediately to your account
Replacement orders: Scheduled as soon as possible, typically within 60 minutes

7. 30-Minute Delivery Guarantee

Pizza Max offers a 30-minute delivery guarantee for eligible orders. If your delivery takes longer than 30 minutes from the time your order is confirmed (as stated in your confirmation email or message), you may be eligible for compensation.

7.1 Eligibility Conditions

The 30-minute guarantee applies when:

Your delivery address is within our standard delivery zones
There are no extreme weather conditions, major traffic incidents, or other force majeure events
The order is placed during regular business hours
The delay is not caused by incorrect address information or customer unavailability

7.2 Compensation

If your delivery is late under eligible conditions, you may receive:

A voucher for a free pizza on your next order
A 50% discount on the order total

To claim this compensation, please contact our customer service team on the day of delivery.

8. Exceptions

Refunds may not be available in the following situations:

Personal taste preferences (when the food is properly prepared according to our standard recipes)
Issues reported outside the specified timeframes
Orders where the customer was unavailable to receive the delivery (after reasonable attempts to contact)
Incorrect orders resulting from customer error in the ordering process
Force majeure events affecting delivery (severe weather, natural disasters, etc.)

9. Gift Cards and Promotional Vouchers

9.1 Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash unless required by law.

9.2 Promotional Vouchers

Promotional vouchers and discount codes have no cash value and cannot be refunded. If an order paid partially with a promotional voucher is refunded, only the actual amount paid will be refunded, and the promotional value may not be reissued.

10. Changes to This Refund 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 revised policy means that you accept and agree to the changes.

11. Contact Us

If you have any questions about this Refund Policy or would like to request a refund, please contact us at:

Pizza Max
5 Jones Pike
Jacksonfort, HD9 6PH
Ireland

Email: [email protected]

Phone: +446545961104