Refund Policy

Overview

At Apache Pizza, we are committed to providing exceptional food quality and customer service. Your satisfaction is our top priority, and we stand behind every product we deliver. This refund policy outlines the terms and conditions under which refunds may be requested and processed for all orders placed through our website, mobile app, or in-store.

This policy applies to all Apache Pizza locations in Ireland and covers online orders, phone orders, walk-in purchases, catering services, and franchise operations. Please read this policy carefully to understand your rights and our procedures.

Refund Eligibility

Refunds may be requested under the following conditions and must meet all specified criteria to be eligible for processing:

Timeframe Requirements

• Food Orders: Refund requests must be submitted within 2 hours of delivery or pickup time
• Catering Orders: Refund requests must be submitted within 24 hours of the scheduled event time
• Gift Cards: Refund requests must be submitted within 48 hours of purchase and before any value is used
• Online Orders: Technical issues or order errors must be reported immediately upon discovery

Product Condition Requirements

• Food must be substantially uneaten (less than 25% consumed)
• Original packaging and receipts must be retained
• Products must be returned in the condition they were received
• Temperature-sensitive items must be handled according to food safety guidelines

Proof of Purchase

• Original receipt or order confirmation number required
• Valid payment method verification may be requested
• Photo evidence may be required for quality-related claims
• Customer contact information must match order details

Non-Refundable Items

The following items and services are not eligible for refunds under any circumstances:

• Consumed Food Items: Orders that have been substantially consumed (more than 25% eaten)
• Custom Orders: Specially customized pizzas or items made to specific customer requirements
• Promotional Items: Free items received as part of promotions or loyalty programs
• Discounted Items: Items purchased using coupons, vouchers, or special promotional pricing
• Perishable Goods: Items that have been outside appropriate storage conditions for extended periods
• Digital Products: Downloaded content, digital receipts, or online-only promotional codes
• Third-Party Services: Delivery fees charged by external delivery partners
• Event Catering: Catering services where food has been served to guests (partial refunds may apply)
• Franchise Fees: Initial franchise fees and ongoing royalty payments
• Used Gift Cards: Gift cards where any portion of the value has been redeemed

Refund Request Process

To request a refund, please follow these step-by-step procedures:

1. Contact Customer Service: Call +353 1 670 3865 or email [email protected] immediately upon discovering the issue. Have your order number and receipt ready.
2. Describe the Issue: Provide detailed information about the problem, including order details, items affected, and the reason for the refund request.
3. Provide Documentation: Submit required documentation including receipt, photos of affected items (if applicable), and order confirmation details.
4. Return Products: If requested, return the products to the original pickup location or arrange for collection. Products must be returned within 24 hours.
5. Review Process: Our customer service team will review your request within 2-4 business hours during operating hours.
6. Decision Notification: You will be contacted via phone or email regarding the decision on your refund request.
7. Refund Processing: If approved, refunds will be processed according to the timelines specified in our refund methods section.

Refund Methods & Timeframes

Approved refunds will be processed using the following methods and timeframes:

Original Payment Method Refunds

• Credit/Debit Cards: 5-10 business days from approval (depending on your bank)
• Digital Wallets: 3-5 business days for PayPal, Apple Pay, Google Pay
• Cash Purchases: Immediate cash refund at point of purchase or within 24 hours
• Gift Cards: Original gift card will be credited within 2 business days

Alternative Refund Options

• Store Credit: Immediate credit applied to customer account for future orders
• Apache Pizza Gift Card: New gift card issued within 24 hours (may include bonus value)
• Account Credit: For registered customers, credit applied to online account balance

Processing Fees

• No processing fees for refunds due to quality issues or our errors
• Customer-initiated returns may be subject to a processing fee of €2.50
• Third-party payment processor fees are non-refundable
• Delivery charges are refunded only if the entire order is refunded

Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

Exchange Options

• Like-for-Like: Direct replacement of the same item with a fresh product
• Alternative Items: Exchange for different menu items of equal or lesser value
• Size Upgrades: Upgrade to larger size with payment of price difference
• Future Orders: Credit towards future orders with bonus value (typically 10-20% extra)

Exchange vs. Refund Priority

• Quality issues: Exchange offered first, refund if exchange not possible
• Wrong orders: Immediate exchange with expedited preparation
• Temperature issues: Fresh preparation at no additional charge
• Dietary restrictions: Alternative menu options or full refund

Damaged or Defective Items Policy

We take special care with orders that arrive damaged or do not meet our quality standards:

Immediate Action Items

• Document the Issue: Take photos of damaged items before handling
• Contact Immediately: Call within 30 minutes of delivery/pickup
• Preserve Evidence: Keep all packaging and damaged items for inspection
• Health & Safety: Do not consume items that appear spoiled or contaminated

Quality Issues Covered

• Incorrect cooking (undercooked, overcooked, burnt items)
• Missing ingredients or toppings as ordered
• Temperature issues (cold food when delivered hot)
• Contamination or foreign objects in food
• Packaging damage causing food safety concerns
• Delivery damage during transportation

Resolution Priority

1. Immediate Replacement: New order prepared and expedited delivery arranged
2. Full Refund Plus Credit: Complete refund plus additional credit for inconvenience
3. Investigation: Quality control review to prevent future occurrences
4. Follow-up: Customer satisfaction follow-up within 24-48 hours

Contact Information for Refunds

Our customer service team is available to assist with all refund requests and inquiries:

Policy Updates: This refund policy is effective as of January 2026 and may be updated periodically. Customers will be notified of significant changes via email or website notification. The most current version of this policy is always available on our website.