Refund Policy

Last Updated: May 8, 2026

1. Introduction

At Apache Pizza, we are committed to delivering high-quality food and an excellent customer experience. We understand that occasionally things may not go as expected, and we want to ensure that any concerns are handled fairly, promptly, and in accordance with Irish consumer protection law.

This Refund Policy is governed by the Consumer Rights Act 2022, the Sale of Goods and Supply of Services Act 1980, and all applicable Irish and European Union consumer protection regulations. Our policy ensures that your statutory rights as a consumer are fully respected at all times.

For any questions regarding this policy, please contact us directly at [email protected] or visit apachispizza.com.

2. Eligibility Conditions for Refunds

Apache Pizza will consider refund requests where one or more of the following conditions are met:

• Your order was incorrect — you received items different from what you ordered.
• Your order was incomplete — one or more items you paid for were missing from your delivery or collection order.
• The food was of unsatisfactory quality — including being undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Your order was significantly delayed beyond the estimated delivery time communicated at the point of order, resulting in food that is unacceptable upon receipt.
• You were charged incorrectly — a duplicate charge, incorrect price, or technical error occurred during payment processing.
• Your order was cancelled by Apache Pizza due to operational reasons before preparation commenced.
• You received a damaged or tampered order that was unsafe for consumption.

Refund eligibility will be assessed on a case-by-case basis. Apache Pizza reserves the right to request reasonable evidence (such as photographs) to support a refund claim before processing.

3. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Orders where the customer has changed their mind after the food has been prepared or dispatched.
• Complaints relating to personal taste preferences rather than food quality or safety issues.
• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Situations where the customer was unavailable at the delivery address at the time of attempted delivery, without prior notice to Apache Pizza.
• Refund requests made after the applicable timeframe as outlined in Section 4 of this policy.
• Orders that have been partially or fully consumed prior to a complaint being raised, unless the quality issue could only have been discovered upon consumption.
• Promotional, discounted, or voucher-based orders where the discount or voucher has already been applied, except in cases of food quality or safety issues.
• Delivery charges where the food itself was delivered correctly and was of satisfactory quality.

4. Timeframes for Refund Requests

To ensure that all refund requests can be properly investigated, Apache Pizza requires that complaints and refund requests are submitted within the following timeframes:

Requests submitted outside these timeframes may be considered at the discretion of Apache Pizza management but cannot be guaranteed. We strongly encourage customers to report any issues as soon as possible to facilitate a swift resolution.

5. How to Request a Refund — Step-by-Step Process

To request a refund, please follow the steps outlined below:

1. Contact Us Promptly: Reach out to Apache Pizza as soon as you identify an issue with your order. You can contact us via email at [email protected] or through the contact form on apachispizza.com.
2. Provide Your Order Details: Include your full name, the email address used at the time of ordering, your order number or reference, the date and time of your order, and the specific issue you experienced.
3. Submit Supporting Evidence: Where applicable, please provide photographic evidence of the issue (e.g., incorrect items, damaged packaging, food quality concerns). This helps us investigate and resolve your complaint more efficiently.
4. Acknowledgement: Once we receive your refund request, you will receive an acknowledgement email within 1 business day confirming that your complaint is being reviewed.
5. Investigation: Our customer service team will review your complaint, examine the order details, and where necessary, liaise with the relevant store. This process typically takes 1–3 business days.
6. Decision: You will be notified of our decision via email. If a refund is approved, we will confirm the refund amount and the method by which it will be processed.
7. Refund Issued: Approved refunds will be processed within the timeframes outlined in Section 6 of this policy, depending on your original payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Apache Pizza, please allow the following timeframes for the refund to appear:

Please be aware that while Apache Pizza will process approved refunds promptly, the time for funds to appear in your account may vary depending on your financial institution. Apache Pizza is not responsible for any delays caused by third-party payment processors or banks once the refund has been initiated on our end.

7. Partial Refunds

In certain circumstances, Apache Pizza may issue a partial refund rather than a full refund. This may apply in the following situations:

• Only some items in an order were incorrect or missing, while the remainder of the order was satisfactory.
• A food quality issue affected part of the order, but not the entire order.
• The customer has consumed a significant portion of the order before raising a complaint, yet a genuine quality issue has been identified.
• A delivery delay occurred but the food was still reasonably acceptable upon receipt.
• A promotional discount was applied to the original order, in which case the refund will reflect the actual amount paid rather than the full listed price.

The amount of any partial refund will be communicated clearly to the customer prior to processing, and the customer will have the opportunity to accept or dispute the proposed partial refund.

8. Exchange Policy

As a food service provider, Apache Pizza is unable to offer direct exchanges in the traditional retail sense due to the perishable and time-sensitive nature of food products. However, where an order has been prepared incorrectly or is found to be of unsatisfactory quality, Apache Pizza may, at its discretion and operational capacity, offer:

• A replacement order dispatched as a priority, subject to store operating hours and availability.
• A store credit equivalent to the value of the affected items, to be used on a future order.
• A full or partial monetary refund as outlined in this policy.

Customers should note that replacement orders are subject to current store capacity and operating hours at the time of the complaint. Apache Pizza will always endeavour to offer the most convenient resolution available.

9. Cancellation Policy

Due to the nature of the food industry and the speed at which orders are prepared, cancellation requests are subject to the following conditions:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you contact Apache Pizza to cancel an order before food preparation has commenced, a full refund will be issued.
• During preparation: Once food preparation has begun, cancellation may not be possible and a refund may not be available. Our customer service team will advise on a case-by-case basis.
• After dispatch: Orders that have already been dispatched for delivery cannot be cancelled. Customers should refer to the general refund conditions outlined in Section 2 if a quality issue arises.

9.2 Apache Pizza-Initiated Cancellations

In exceptional circumstances, Apache Pizza may need to cancel an order due to reasons including but not limited to: ingredient unavailability, store closure, extreme weather conditions, or technical issues. In such cases:

• The customer will be notified as soon as practicable via the contact details provided at the time of ordering.
• A full refund of the order value will be automatically initiated.
• Apache Pizza will endeavour to offer an alternative solution where possible.

10. Dispute Resolution Process

Apache Pizza is committed to resolving all refund and order-related complaints fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following escalation process is available:

1. Step 1 — Internal Review: Submit a formal written complaint to [email protected], clearly marked as a dispute. Our management team will conduct a full review within 5 business days and provide a written response.
2. Step 2 — Management Escalation: If you remain unsatisfied following the initial review, you may request escalation to senior management. This review will be completed within 10 business days.
3. Step 3 — External Dispute Resolution: If your complaint remains unresolved after internal escalation, you have the right to contact the following external bodies:
   
   • Competition and Consumer Protection Commission (CCPC): www.ccpc.ie — the CCPC provides information and guidance on consumer rights in Ireland.
   • European Online Dispute Resolution (ODR) Platform: ec.europa.eu/consumers/odr — for online purchases, EU consumers may use the ODR platform.
   • Small Claims Court: For disputes involving amounts up to €2,000, you may apply to the Small Claims Court through the Courts Service of Ireland at www.courts.ie.

11. Your Statutory Rights

Nothing in this Refund Policy limits or excludes your statutory rights as a consumer under Irish law, including but not limited to:

• The Consumer Rights Act 2022
• The Sale of Goods and Supply of Services Act 1980
• The European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations
• The European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013

Under these regulations, you are entitled to receive food products that are of satisfactory quality, as described, and fit for purpose. Where these standards are not met, you are entitled to an appropriate remedy, which may include a repair, replacement, or refund.

12. Policy Updates

Apache Pizza reserves the right to amend or update this Refund Policy at any time. Any changes will be published on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following the publication of any updates constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you wish to submit a refund request, raise a complaint, or seek clarification on any aspect of this policy, please contact Apache Pizza using the details below: