Every slice tells a story of passion and tradition

Last Updated: May 1, 2024

At Artisan Pizza, we strive to provide the highest quality food and service. We understand that sometimes things don't go as planned, and we want to make sure that our refund process is clear and fair. This Refund Policy outlines the conditions under which we provide refunds and the procedures for requesting them.

1. General Refund Policy

We are committed to ensuring your satisfaction with our products and services. If you are not completely satisfied with your purchase, we are here to help. Please review the specific scenarios below to understand our refund policy for different situations.

2. Conditions for Refunds

2.1 Food Quality Issues

We take great pride in the quality of our food. If you find that your order is:

  • Not prepared according to our quality standards
  • Incorrect or missing items
  • Contains foreign objects or contaminants
  • Not properly cooked or prepared

We will offer a full refund or replacement of the affected items, at your choice.

2.2 Delivery Issues

For delivery orders, we will consider refunds in the following situations:

  • Excessively late delivery (more than 45 minutes beyond the estimated delivery time)
  • Food arrived at an unacceptable temperature (cold when it should be hot)
  • Damaged food due to poor handling during delivery
  • Delivery to incorrect address (if the error was on our part)

In these cases, we may offer a full or partial refund, depending on the severity of the issue, or replacement of the affected items.

2.3 Service Issues

For dine-in customers, refunds may be provided for service-related issues such as:

  • Excessive wait times (beyond reasonable expectations)
  • Unprofessional or discourteous service
  • Unsanitary conditions or food safety concerns

These situations will be evaluated on a case-by-case basis by our management team.

2.4 Cancelled Orders

Refund eligibility for cancelled orders depends on the stage of the order:

  • Before preparation: Full refund if cancelled before we begin preparing your order
  • During preparation: Partial refund may be offered at our discretion
  • After preparation/during delivery: Refunds are generally not available once the order has been prepared or is out for delivery

2.5 Online Ordering System Issues

If you experience technical issues with our online ordering system that result in:

  • Duplicate charges
  • Incorrect pricing
  • System errors preventing order completion after payment

We will provide a full refund of the affected amount.

3. Refund Request Procedure

3.1 Timeframe for Requests

To be eligible for a refund, please contact us within:

  • Food quality/delivery issues: Within 24 hours of receiving your order
  • Service issues (dine-in): Before leaving the restaurant or within 24 hours
  • Online ordering/payment issues: Within 7 days of the transaction

3.2 How to Submit a Refund Request

You can request a refund through one of the following methods:

  1. Phone: Call us at +44 820 416 5117 during our operating hours
  2. Email: Send details of your order and the issue to [email protected]
  3. In-Person: Speak with a manager at our restaurant location
  4. Contact Form: Submit a refund request through the contact form on our website

3.3 Information Required

When requesting a refund, please provide the following information:

  • Order number or receipt
  • Date and time of purchase
  • Details of the items in question
  • Description of the issue
  • Photos of the issue (if applicable and available)
  • Your preferred refund method

4. Refund Processing

4.1 Refund Methods

Refunds will typically be processed using the original payment method:

  • Credit/Debit Card: Refunded to the same card used for purchase
  • Online Payment Services: Refunded to the same account
  • Cash Payments: May be refunded in cash (in-person) or through another method as agreed

In some cases, we may offer store credit or a gift card as an alternative refund method, particularly for partial refunds or as compensation for service issues.

4.2 Refund Timeframe

Once approved, refunds will be processed as follows:

  • Card Refunds: Initiated within 1-2 business days, though it may take 5-10 business days to appear on your statement, depending on your financial institution
  • Online Payment Services: Typically processed within 1-3 business days
  • Cash/In-Person Refunds: Provided immediately when processed in-store

4.3 Notification of Refund

We will notify you by email when your refund has been processed, including the amount refunded and the expected timeframe for it to appear in your account.

5. Exceptions and Special Circumstances

5.1 Special Orders and Catering

Custom catering orders and large pre-orders have special refund conditions:

  • Cancellations must be made at least 24 hours in advance for a full refund
  • Cancellations with less than 24 hours' notice may be subject to a 50% cancellation fee
  • Quality issues will be handled on a case-by-case basis

5.2 Promotional Items and Discounts

For items purchased with special promotions, discounts, or vouchers:

  • Refunds will be based on the actual amount paid
  • Free items or promotional offers are generally not eligible for cash refunds
  • Coupon or discount values will not be refunded in cash

5.3 Gift Cards

Gift cards and digital gift certificates:

  • Are non-refundable once purchased
  • Cannot be exchanged for cash unless required by law
  • Have no expiration date and can be used for any future purchase

6. Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a satisfaction guarantee: if you're not happy with your meal for any reason, please let us know while you're still in the restaurant or upon delivery, and we'll do our best to make it right immediately—whether that means remaking your food, offering an alternative item, or providing a refund.

7. Fraudulent Claims

While we value our customers and strive to resolve all legitimate issues, we reserve the right to refuse refunds if we detect a pattern of excessive refund requests or have reasonable evidence that a claim is fraudulent. We may also restrict future orders or require prepayment in cases where we identify abuse of our refund policy.

8. 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. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

9. Contact Us

If you have any questions about our Refund Policy, please contact us at:

Artisan Pizza

6 Freddie Loop, Port Sophiafurt, ST16 3AP

Email: [email protected]

Phone: +44 820 416 5117

Thank you for choosing Artisan Pizza. We value your business and are committed to ensuring your satisfaction with every order.

Have Questions About Our Policies?

Our team is here to help ensure your experience with us is exceptional