Refund Policy

1. Introduction

At Freshslice Pizza, customer satisfaction is our top priority. This Refund Policy outlines the procedures and guidelines for refunds and replacements for products ordered through our website, mobile application, or in our restaurant locations.

We are committed to ensuring that you are completely satisfied with your purchase. If for any reason you are not satisfied with your order, please read this policy to understand your options.

2. Order Accuracy

We take great care to ensure that all orders are prepared accurately according to your specifications. However, we understand that mistakes can happen. If you receive an incorrect order or if items are missing from your order, please contact us immediately so we can resolve the issue.

For orders placed online or through our mobile app, please verify that all order details are correct before submitting your order. You are responsible for ensuring that your order is placed correctly, including delivery address, contact information, and order specifications.

3. Refund Eligibility

You may be eligible for a refund or replacement in the following situations:

• Wrong Order: If you receive an item that is different from what you ordered.
• Missing Items: If your order is incomplete or missing items that you ordered and paid for.
• Quality Issues: If the quality of the food is significantly below our standards (e.g., undercooked, overcooked, or contains foreign objects).
• Delivery Issues: If your delivery arrives more than 60 minutes after the estimated delivery time without prior notification, or if the food is cold upon delivery due to excessive delays.
• Canceled Orders: If your order is canceled before preparation has begun.

Please note that refunds or replacements for subjective reasons (e.g., "I didn't like it" or "It wasn't what I expected") will be evaluated on a case-by-case basis and are not guaranteed.

4. Refund Process

4.1 In-Store Purchases

If you are dissatisfied with an in-store purchase, please bring it to the attention of our staff immediately while still at the restaurant. Our staff will assess the issue and provide a replacement or refund as appropriate.

4.2 Delivery Orders

For delivery orders, please follow these steps to request a refund or replacement:

1. Contact us as soon as possible after receiving your order. Refund requests should ideally be made within 30 minutes of delivery.
2. Provide your order number, contact information, and details about the issue.
3. When applicable, provide photos of the affected items to help us assess the issue.
4. Our customer service team will review your request and may contact you for additional information.
5. If your refund request is approved, we will process the refund to your original payment method or offer a replacement, based on your preference.

You can contact our customer service team through the following methods:

• Phone: +44 9284 929692
• Email: [email protected]
• Through our website contact form
• Via the feedback option in our mobile app

4.3 Online Orders for Pickup

For online orders picked up at our restaurants, please check your order before leaving the premises. If there is an issue with your order, notify our staff immediately so we can address it right away.

If you discover an issue after leaving the restaurant, please contact us as soon as possible, ideally within 30 minutes of pickup.

5. Refund Timeframe

We strive to process all refunds promptly. The timeframe for receiving your refund depends on your payment method:

• Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days after processing, depending on your card issuer.
• Digital Wallets (e.g., Apple Pay, Google Pay): Refunds typically appear within 3-5 business days.
• Gift Cards: Refunds to Freshslice Pizza gift cards are typically processed within 1-2 business days.

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account is determined by your payment provider and is beyond our control.

6. Replacement Options

In some cases, we may offer a replacement instead of a refund. Replacement options include:

• Redelivery: We can redeliver the correct items to your address.
• Store Credit: We may offer store credit or a coupon for a future purchase.
• Partial Replacement: If only certain items in your order were unsatisfactory, we may replace just those items.

The availability of these options depends on various factors, including your location, the nature of the issue, and operational considerations.

7. Promotional Items and Discounts

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

• Refunds for promotional items will be based on the actual amount paid, not the regular price.
• If a refund affects the eligibility for a discount or promotion that was applied to the order, the refund amount may be adjusted accordingly.
• Free items or bonus items are not eligible for cash refunds but may be replaced if defective or incorrect.

8. Delivery Fees and Service Charges

Our policy regarding delivery fees and service charges is as follows:

• Delivery fees will be refunded if we fail to deliver your order or if the delivery is excessively late (more than 60 minutes beyond the estimated delivery time without notification).
• Delivery fees may not be refunded if the issue is only with specific items in your order rather than the entire order.
• Service charges and gratuities paid to delivery drivers are generally not refundable unless the delivery was not completed.

9. Exceptions

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

• Requests made more than 24 hours after the order was delivered or picked up.
• Issues resulting from incorrect ordering information provided by the customer (e.g., wrong delivery address, incorrect phone number).
• Subjective dissatisfaction with an item that was prepared according to specifications and meets our quality standards.
• Changes in mind after an order has been prepared.
• External factors beyond our control (e.g., extreme weather conditions affecting delivery times).

These exceptions will be evaluated on a case-by-case basis, and we reserve the right to make the final decision regarding refund eligibility.

10. Gift Cards

Our policy for gift cards is as follows:

• Gift cards are non-refundable and cannot be exchanged for cash.
• Lost or stolen gift cards may be replaced with proof of purchase and the original gift card number.
• Expired gift cards cannot be refunded or extended.
• Digital gift cards that have not been redeemed may be canceled and refunded within 24 hours of purchase if there was an error in the order.

11. Special Events and Catering

For large orders, catering, or special events:

• Orders over $100 require at least 24 hours' notice for cancellation to be eligible for a full refund.
• Cancellations made less than 24 hours before the scheduled pickup or delivery time may be subject to a 50% cancellation fee.
• Custom or special orders that require specific ingredients or preparations may not be eligible for a full refund if canceled.
• Deposits for large catering orders are typically non-refundable but may be applied to future orders within 30 days.

12. Dispute Resolution

If you are not satisfied with the resolution provided by our customer service team, you may escalate your concern to a manager by requesting a callback or by emailing [email protected].

We are committed to resolving all issues fairly and to your satisfaction. In case of any disputes, we will work with you to find a reasonable solution in accordance with our policies and applicable consumer protection laws.

13. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any changes indicates your acceptance of the modified Refund Policy.

14. Contact Information

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

We aim to respond to all inquiries within 24 hours during our regular business hours.