Refund Policy
Our Commitment to Customer Satisfaction
At Apache Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service to every customer. If you are not completely satisfied with your order, we want to make it right.
Effective Date: January 1, 2025
Last Updated: January 1, 2025
This refund policy applies to all orders placed through our website, mobile app, phone, or in-person at our Dublin location.
Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Timeframe Requirements
- Immediate Issues: Report quality or preparation issues within 30 minutes of receiving your order
- Delivery Problems: Contact us within 2 hours if your order was not delivered or delivered incorrectly
- Order Cancellations: Cancel your order before preparation begins (typically within 10 minutes of placing the order)
Required Documentation
- Order confirmation number or receipt
- Photo evidence for quality or preparation issues
- Contact information for follow-up
- Description of the issue experienced
Valid Reasons for Refunds
| Issue Type | Description | Refund Amount |
|---|---|---|
| Quality Issues | Cold food, incorrect preparation, poor quality ingredients | Full refund or replacement |
| Wrong Order | Received different items than ordered | Full refund or correct order |
| Missing Items | Part of your order was not delivered | Refund for missing items |
| Delivery Failure | Order never arrived or significantly delayed | Full refund including delivery fees |
| Order Cancellation | Customer cancels before preparation begins | Full refund (processing fees may apply) |
Non-Refundable Items
The following items and circumstances are not eligible for refunds:
- Change of Mind: Orders cannot be refunded simply because you changed your mind after placing the order
- Taste Preference: Refunds are not available if you simply don't like the taste of the food (unless it's a quality issue)
- Dietary Restrictions: Orders containing ingredients you cannot eat due to allergies or dietary restrictions (if not specified during ordering)
- Late Reports: Issues reported after the timeframes specified in our eligibility section
- Promotional Items: Free items received through promotions or special offers
- Gift Cards: Digital or physical gift cards are non-refundable once purchased
- Special Orders: Custom or special occasion orders that have been prepared to your specifications
- Partially Consumed Orders: Orders that have been substantially consumed before reporting an issue
Important Note: If you have food allergies or dietary restrictions, please inform us when placing your order. We cannot provide refunds for orders that contain ingredients you cannot consume if this information was not provided during ordering.
How to Request a Refund
Follow these simple steps to request a refund for your Apache Pizza order:
Required Information
When contacting us for a refund, please have the following information ready:
- Your full name and contact information
- Order confirmation number or receipt
- Date and time of your order
- Detailed description of the issue
- Photos (if applicable for quality issues)
- Preferred refund method (if different from original payment)
Refund Processing Methods
We process refunds using the following methods based on your original payment:
Credit/Debit Card Refunds
- Refunds are processed back to your original payment card
- Processing time: 3-5 business days
- You will receive an email confirmation when the refund is initiated
- Contact your bank if you don't see the refund after 7 business days
Cash Payment Refunds
- Cash refunds are available for in-store pickup orders
- Visit our location at 4 Nassau St, Dublin with your receipt
- Refunds processed immediately during business hours
- ID verification required for refunds over €50
Digital Payment Refunds
- PayPal, Apple Pay, Google Pay refunds processed to original account
- Processing time: 1-3 business days
- Third-party payment processors may have additional processing time
Processing Times: While we initiate refunds immediately upon approval, the time it takes for the refund to appear in your account depends on your payment provider. Bank transfers typically take 3-5 business days, while digital wallets are usually faster.
Exchanges vs Refunds
We offer both refunds and exchanges depending on the situation and your preference:
When We Offer Exchanges
- Wrong Order: We'll provide the correct order at no additional charge
- Quality Issues: Fresh replacement of the same items prepared correctly
- Missing Items: Delivery of missing items or store credit for future orders
- Preference: If you prefer a replacement over a refund, we're happy to accommodate
Exchange Process
- Exchanges are processed immediately upon approval
- No additional delivery charges for exchange orders
- Same-day exchange delivery when possible
- Priority preparation for exchange orders
Store Credit Option
As an alternative to refunds, we offer store credit with the following benefits:
- 10% bonus credit (€11 credit for €10 refund)
- No expiration date on store credit
- Can be used for any menu items or delivery orders
- Transferable to other customers if desired
Damaged or Defective Items
We take special care to ensure all food is prepared and delivered in perfect condition. However, if you receive damaged or defective items:
Immediate Action Required
- Do not consume damaged or potentially unsafe food
- Take photos of the damaged items and packaging
- Contact us immediately at +353 1 670 3865
- Preserve the items for potential inspection if requested
Our Response
- Immediate Replacement: Fresh order prepared and delivered priority
- Full Refund: Complete refund including delivery charges
- Investigation: We investigate the cause to prevent future occurrences
- Follow-up: Our manager will personally follow up on quality issues
Safety Concerns
Food Safety Priority: If you have any concerns about food safety or notice anything unusual about your order, stop consuming the food immediately and contact us. Your health and safety are our top priorities, and we will address any safety concerns with the utmost urgency.
Contact Our Refund Support Team
Our dedicated customer service team is ready to help you with any refund requests or concerns. We're committed to resolving issues quickly and fairly.
Get Help with Your Refund
Multiple ways to reach our support team for fast assistance
Support Hours
| Day | Phone Support | Email Response | In-Store |
|---|---|---|---|
| Monday - Friday | 9:00 AM - 10:00 PM | Within 2 hours | 11:00 AM - 9:00 PM |
| Saturday - Sunday | 10:00 AM - 10:00 PM | Within 4 hours | 12:00 PM - 9:00 PM |
| Holidays | 12:00 PM - 8:00 PM | Within 24 hours | Check holiday hours |
Emergency Issues: For urgent food safety concerns or severe service issues, call our emergency line at +353 1 670 3865. A manager will be available to assist you immediately during business hours.
Policy Updates and Changes
We may update this refund policy from time to time to reflect changes in our services or legal requirements. Any changes will be:
- Posted on our website with the updated effective date
- Communicated to customers via email if material changes occur
- Applied to orders placed after the effective date of changes
- Made available for review at our Dublin location
Your continued use of our services after any policy changes constitutes acceptance of the updated terms.