Refund Policy

Our Commitment to Satisfaction

At Pizza 73, we take pride in delivering delicious food and excellent customer service. We want every experience with us to be positive, and we stand behind the quality of our products. If for any reason you are not completely satisfied with your order, we are here to make it right.

This Refund Policy outlines the conditions and procedures for refunds on orders placed through our website, mobile app, or by phone. By placing an order with Pizza 73, you agree to the terms of this policy.

Refund Conditions

We will consider refunds under the following circumstances:

• Quality Issues: If there are problems with the quality of the food (such as wrong ingredients, undercooked, burnt, or otherwise not meeting our quality standards).
• Order Errors: If we delivered the wrong items or incomplete orders.
• Late Delivery: If your delivery exceeds our 73-minute delivery guarantee without prior notification.
• Food Safety Concerns: If you have reasonable concerns about the safety of the food.
• Damaged Products: If the products are damaged upon delivery.

All refund requests should be made within 24 hours of receiving your order for us to properly evaluate and address your concerns.

Refund Process

To request a refund, please follow these steps:

1. Contact Us: Call our customer service at +44 874 346 0920 or submit a request through our Contact Form.
2. Provide Information: Please be ready to provide your order number, date of purchase, specific items you're seeking a refund for, and the reason for your request.
3. Documentation: When applicable, please provide photos of the issue to help us better understand and address your concerns.

Once we receive your refund request, our customer service team will review it promptly. We may contact you for additional information or to discuss solutions.

Refund Options

Depending on the circumstances and your preference, we may offer one of the following options:

• Full Refund: A full refund to your original payment method for the entire order.
• Partial Refund: A refund for specific items that did not meet expectations.
• Store Credit: A credit to your Pizza 73 account for future orders.
• Replacement: A replacement of the item on your next order.

The determination of which option is appropriate will be made based on the specific circumstances of each case.

Refund Timeframes

Once a refund has been approved, you can expect the following processing times:

• Credit/Debit Card Refunds: 5-10 business days to appear on your statement, depending on your financial institution.
• Online Payment Services: 1-3 business days.
• Store Credit: Immediately available for use on your next order.

Please note that while we process refunds promptly on our end, the timing of when the refund appears in your account is controlled by your financial institution and is outside our control.

Exceptions to Refund Policy

While we strive to ensure customer satisfaction, there are certain situations where refunds may not be applicable:

• Requests made more than 24 hours after delivery.
• Dissatisfaction with an item based on personal taste, when the item was prepared according to our standard recipe and quality guidelines.
• Orders that have been consumed entirely or substantially.
• Issues resulting from customer-provided incorrect delivery information.
• Delivery delays due to extreme weather conditions, natural disasters, or other circumstances beyond our reasonable control.
• Special order items that were prepared according to specific customer instructions.

However, we evaluate each situation on a case-by-case basis and will work with you to find a fair resolution.

Our 73-Minute Delivery Guarantee

Pizza 73 has a long-standing commitment to timely delivery, as reflected in our name. If your delivery takes longer than 73 minutes from the time your order is confirmed (excluding exceptional circumstances that will be communicated to you), you may be eligible for our delivery guarantee, which may include a full or partial refund, or credit toward a future order.

This guarantee is subject to the following conditions:

• The delay was not caused by incorrect address information provided by the customer.
• The delay was not due to extreme weather conditions, natural disasters, or other circumstances beyond our control.
• The customer must request the guarantee at the time of delivery or within 24 hours.

Cancellation Policy

Due to the nature of our business and the quick preparation of food orders, cancellation options are limited:

• Orders can be cancelled with a full refund only if the preparation has not yet begun.
• Once an order is in preparation, cancellations may be subject to a partial refund or store credit.
• Orders already dispatched for delivery cannot be cancelled and are not eligible for a refund solely on the basis of cancellation.

To cancel an order, please call our customer service immediately at +44 874 346 0920.

Contact Us About Refunds

If you have any questions about our refund policy or need to request a refund, please contact our customer service team:

Our customer service representatives are available:

Monday - Thursday: 10am - 12am
Friday - Saturday: 10am - 2am
Sunday: 10am - 11pm

Policy Changes

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