Refund Policy

Last Updated: June 1, 2024

At Freshslice Pizza, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines our procedures for returns, refunds, and cancellations related to orders placed through our website freshslicepizza.ca or through our mobile ordering system.

1. Order Cancellations

1.1 Cancellation Time Frame

Due to the nature of our food products and our immediate preparation process upon receiving an order, cancellation options are limited:

Pre-preparation Stage: Orders may be canceled with a full refund if the cancellation is made before our staff begins preparing your food. Typically, this is within the first 2-3 minutes after order confirmation.
During Preparation: Once your order has entered the preparation stage, cancellations may be subject to partial charges based on the preparation progress.
Post-preparation: Orders that have been fully prepared cannot be canceled, as the food items have already been made to your specifications.

1.2 How to Cancel an Order

To cancel an order, please:

Call the specific Freshslice Pizza location where you placed your order immediately
Provide your order number and name
Request a cancellation as quickly as possible

For online orders, you may also be able to cancel through your account on our website if the order is still in the 'Pending' status.

2. Refund Eligibility

2.1 Eligible for Full Refund

You may be eligible for a full refund in the following circumstances:

Your order was not delivered (for delivery orders)
You received incorrect items that do not match your order
The food quality was severely compromised (e.g., undercooked, spoiled, or contaminated)
There was a system error that resulted in a duplicate charge for your order
The order was canceled before preparation began

2.2 Eligible for Partial Refund

You may be eligible for a partial refund in these situations:

Part of your order was missing or incorrect, while other items were correct
The delivery was significantly delayed (over 60 minutes beyond the estimated delivery time) without prior notification
Order cancellation occurred during the preparation stage

2.3 Not Eligible for Refund

Refunds may not be issued in the following cases:

Personal preference or dislike of correctly prepared food
Orders that have been consumed (except in cases of quality or safety issues)
Cancellation requests made after the order has been fully prepared or delivered
Failure to pick up an order at the scheduled time (for pickup orders)
Incorrect delivery address provided by the customer

3. Refund Process

3.1 How to Request a Refund

If you believe you are eligible for a refund, please contact us within 24 hours of receiving your order by:

Calling the Freshslice Pizza location where you placed your order
Emailing our customer service at [email protected] with your order details and reason for the refund request
Using the 'Contact Us' form on our website

3.2 Required Information

When requesting a refund, please provide:

Your order number
Date and time of order
Specific items related to your complaint
Detailed explanation of the issue
Photos of the food items (if applicable and possible)
Your contact information

3.3 Refund Processing Time

Once your refund is approved:

Credit card refunds typically process within 3-5 business days, depending on your financial institution
Debit card refunds typically process within 5-7 business days
Other payment methods may vary in processing time

3.4 Refund Methods

Refunds will be issued to the original payment method used for the purchase. In some cases, we may offer alternatives such as:

Store credit for future purchases
Replacement of the affected items
Discount vouchers for future orders

4. Special Circumstances

4.1 Promotional Items and Discounts

For orders placed using promotional codes, discounts, or as part of special offers:

Refunds will be based on the actual amount paid after discounts
One-time use promotional codes may not be reissued for canceled orders
Free items received as part of a promotion are not eligible for cash refunds

4.2 Third-Party Delivery Services

If you placed your order through a third-party delivery service (e.g., UberEats, DoorDash, etc.):

Refund requests should be directed to the third-party delivery service first
These orders are subject to the refund policy of the delivery service in addition to our policy
We will cooperate with the delivery service to resolve legitimate complaints

4.3 Large Orders and Catering

For large orders (over $100) and catering services:

Cancellations must be made at least 4 hours in advance for a full refund
Cancellations made less than 4 hours in advance may be subject to a 50% cancellation fee
Special orders with custom requests may have different cancellation terms, which will be specified at the time of order

5. Customer Satisfaction Guarantee

At Freshslice Pizza, we stand behind the quality of our products. If you are not completely satisfied with your order due to quality issues, please contact us immediately, and we will work to make it right through one of the following options:

Replacement of the affected items
Store credit for a future purchase
Refund for the affected items

6. 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. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.

7. Contact Us

If you have any questions about our Refund Policy or need to request a refund, please contact us through one of the following methods:

Customer Service Email: [email protected]
Customer Service Phone: +44 5229 300827
Mailing Address: 424 Miller Trace, Owenland LL65 4LN, Canada

For the fastest resolution, please contact the specific Freshslice Pizza location where you placed your order. Location contact information can be found on our website's Contact page.