Refund Policy

1. Introduction

At PIZZAPIZZA, we take pride in providing high-quality artisanal pizzas and exceptional customer service. We understand that sometimes issues may arise, and we are committed to addressing them promptly and fairly. This Refund Policy outlines the terms and conditions for refunds and cancellations related to orders placed through our website a1hospitals.com or by phone.

By placing an order with us, you agree to the terms of this Refund Policy. This policy should be read in conjunction with our Terms and Conditions.

2. Order Cancellations

2.1 Cancellation Window

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

• For delivery orders: Within 5 minutes of placing your order.
• For pickup orders: At least 30 minutes before the scheduled pickup time.

2.2 How to Cancel an Order

To cancel an order, please contact us immediately by:

• Phone: +1 (339) 826-9946
• Email: orders@a1hospitals.com (please include your order number in the subject line)

Please note that for email cancellations, we cannot guarantee immediate processing, so we recommend calling us directly for time-sensitive cancellations.

2.3 Orders in Progress

Once your order has entered the preparation phase, we may not be able to accept cancellations as ingredients have already been allocated and preparation has begun. In such cases, you will be notified that the cancellation cannot be processed, and the order will be completed as requested.

3. Refunds for Cancelled Orders

When a cancellation is accepted within the timeframes specified above, we will process a refund as follows:

• For credit or debit card payments: A full refund will be issued to the original payment method within 3-5 business days, although it may take up to 7-10 business days to appear on your statement depending on your financial institution.
• For gift card payments: The refund will be issued back to the original gift card.
• For cash payments (in-store only): A refund can be collected in person with your receipt.

4. Quality Issues and Incorrect Orders

4.1 Quality Concerns

If you are not satisfied with the quality of your order, please contact us within 30 minutes of receiving your order. Please be prepared to provide:

• Your order number
• A description of the issue
• Photos of the affected items (if possible)

4.2 Incorrect or Incomplete Orders

If your order is incorrect or incomplete, please contact us within 30 minutes of receiving your order. We will need:

• Your order number
• Details of what was incorrect or missing

4.3 Resolution Options

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

• Replacement of the affected items
• Store credit for future orders
• Partial refund for affected items
• Full refund in cases of significant issues

5. Delivery Issues

5.1 Late Deliveries

While we strive to deliver orders within the estimated delivery window, occasional delays may occur due to factors beyond our control (weather, traffic, etc.). If your order is significantly delayed (more than 30 minutes beyond the estimated delivery time), please contact us, and we may offer compensation in the form of store credit or a discount on a future order.

5.2 Failed Deliveries

If we are unable to complete your delivery due to:

• Incorrect address information provided by you
• No one available to receive the order after multiple attempts
• Inaccessible delivery location

We reserve the right to charge a failed delivery fee equivalent to the delivery charge, and no refund will be issued for the order.

6. Special Orders and Catering

For large catering orders or custom requests, the following policy applies:

• Cancellations made at least 24 hours before the scheduled delivery/pickup time will receive a full refund minus a 10% administrative fee.
• Cancellations made less than 24 hours but more than 12 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 12 hours before the scheduled time will not be eligible for a refund.

For special events and large catering orders, a separate agreement with specific cancellation terms may be provided at the time of booking.

7. Promotional Items and Discounts

For orders that include promotional items, free items, or special discounts:

• If you request a refund for a qualifying item that made you eligible for a promotion, the value of the promotional item or discount may be deducted from your refund amount.
• Free items or promotional offers cannot be exchanged for cash or credit.
• Promotional codes and discounts are generally non-refundable and cannot be reapplied to future orders once used.

8. Gift Cards

PIZZAPIZZA gift cards are subject to the following terms:

• Gift cards are non-refundable and cannot be redeemed for cash unless required by law.
• Gift cards do not expire and do not incur any fees.
• If a gift card is lost or stolen, we cannot replace it without proof of purchase and the original gift card number.
• We reserve the right to refuse transactions that we reasonably believe may be fraudulent.

9. Exceptions

We reserve the right to handle refund requests on a case-by-case basis and may make exceptions to this policy at our discretion. Repeated refund requests from the same customer may be subject to additional review.

In cases of extreme circumstances beyond our control (such as natural disasters, power outages, etc.), modified refund policies may apply, and we will communicate these changes as needed.

10. How to Request a Refund

To request a refund, please contact our customer service team by:

• Phone: +1 (339) 826-9946
• Email: refunds@a1hospitals.com
• In-person: Visit the location where you placed your order with your receipt

Please provide the following information when requesting a refund:

• Your order number
• Date and time of the order
• Description of the issue
• Your preferred resolution

We strive to process all refund requests within 3 business days. Once approved, refunds may take up to 7-10 business days to appear in your account, depending on your financial institution.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund terms.

The date at the top of this policy indicates when it was last updated.

12. Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us at:

PIZZAPIZZA
977 Gusikowski River Apt. 069
Dellabury, NB H9G5G3
Canada

Email: refunds@a1hospitals.com
Phone: +1 (339) 826-9946