1. Introduction
At Salvatore Pizza, we strive to provide the highest quality food and service to all our customers. We understand that sometimes things don't go as planned, which is why we have established this Refund Policy to address situations where you may not be completely satisfied with your order.
This Refund Policy applies to all orders placed through our website, mobile app, over the phone, or in person at any of our locations.
2. Quality Guarantee
Salvatore Pizza is committed to providing fresh, high-quality food made with premium ingredients. If you are not satisfied with the quality of your order, please let us know immediately so we can make it right.
Our quality guarantee covers issues such as:
- Food not prepared according to specifications
- Missing items or ingredients
- Incorrect items delivered
- Food quality issues (temperature, freshness, etc.)
3. Refund Eligibility
3.1 Eligible for Refund
You may be eligible for a full or partial refund in the following situations:
- Your order was delivered with incorrect or missing items
- The food quality was below our standards
- Your order was significantly delayed (over 60 minutes beyond the estimated delivery time) without prior notice
- Your order was canceled by Salvatore Pizza for reasons beyond your control (e.g., restaurant closure, system errors)
3.2 Not Eligible for Refund
Refunds may not be issued in the following situations:
- Change of mind after receiving the correct order
- Complaints made more than 24 hours after order delivery or pickup
- Customized orders that were prepared according to specifications
- Minor delays in delivery (less than 30 minutes beyond the estimated delivery time)
- Issues resulting from incorrect information provided by the customer (e.g., wrong delivery address)
- Claims without sufficient evidence or details
4. Refund Process
4.1 How to Request a Refund
If you experience an issue with your order that you believe qualifies for a refund, please follow these steps:
- Contact us as soon as possible, but no later than 24 hours after receiving your order
- Provide your order number or the phone number used to place the order
- Explain the issue in detail
- If possible, provide photos of the affected items
You can request a refund through any of the following channels:
- Phone: +1 (646) 891-8822
- Email: customer@salvatorepizza.com
- Contact form on our website
- In-person at the location where you placed or picked up your order
4.2 Refund Processing Time
Once your refund request is approved, we will process it as follows:
- Credit/Debit Card Payments: Refunds will be processed back to the original payment method within 3-5 business days. Please note that it may take an additional 5-10 business days for the refund to appear on your statement, depending on your financial institution.
- Online Payment Services (PayPal, Venmo, etc.): Refunds will be processed back to the original payment account within 3-5 business days.
- Cash Payments: Refunds for cash payments will be issued as store credit or in cash if you visit the store in person.
- Gift Cards: Refunds for purchases made with gift cards will be issued back to the original gift card or as a new gift card of equivalent value.
5. Refund Options
Depending on the nature and severity of the issue, we may offer one or more of the following remedies:
- Full Refund: A complete refund of the order total, including tax and delivery fees (if applicable)
- Partial Refund: A refund for specific items that did not meet our quality standards
- Replacement: We may offer to remake and deliver/provide the affected items
- Store Credit: A credit to your account for use on future orders
- Discount Coupon: A discount code for a future order
The appropriate remedy will be determined on a case-by-case basis, taking into account the specific circumstances of each situation.
6. Special Circumstances
6.1 Delivery Issues
If your order is significantly delayed (over 60 minutes beyond the estimated delivery time) without prior notification, you may be eligible for a refund of the delivery fee or a partial refund of the order value.
If delivery was attempted but could not be completed due to customer unavailability (no answer at the door, incorrect phone number provided, etc.), no refund will be issued.
6.2 Pre-Orders and Catering
For pre-orders and catering services:
- Cancellations made at least 48 hours before the scheduled delivery/pickup time will receive a full refund
- Cancellations made between 24-48 hours before the scheduled delivery/pickup time will receive a 50% refund
- Cancellations made less than 24 hours before the scheduled delivery/pickup time are not eligible for a refund
Exceptions may be made for emergencies or extenuating circumstances at our discretion.
6.3 Promotional Items and Discounts
Items received as part of a promotion (e.g., "buy one, get one free") or with a significant discount may have limited refund eligibility. In such cases, refunds will be calculated based on the actual amount paid, not the regular price.
7. Customer Satisfaction
Our primary goal is your satisfaction. If you're not completely satisfied with how your refund request was handled, please contact our Customer Service Manager at manager@salvatorepizza.com with the details of your case, and we will review it promptly.
We value your feedback as it helps us improve our products and services. If you have suggestions on how we can better serve you, please share them with us.
8. Policy Modifications
We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes constitutes your acceptance of the new policy.
It is your responsibility to review this policy periodically to stay informed about our refund procedures.
9. Contact Information
If you have any questions about this Refund Policy or would like to request a refund, please contact us at:
Salvatore Pizza
4050 Elouise Junction
New Gustton, BC S5K-9C8
Email: customer@salvatorepizza.com
Phone: +1 (646) 891-8822
Our customer service team is available Monday through Sunday from 10:00 AM to 10:00 PM.
