Refund Policy

At Apache Pizza, we are committed to delivering fresh, high-quality food and an outstanding customer experience with every order. We understand that occasionally issues may arise, and this Refund Policy sets out your rights and our obligations clearly and fairly. Please read this policy carefully before placing an order through our website at appache-pizza.com or through any of our other ordering channels.

This policy is governed by Irish consumer protection law, including the Sale of Goods and Supply of Services Act 1980, the Consumer Rights Act 2022, the European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations, and all other applicable legislation in the Republic of Ireland. As a consumer, you have statutory rights that this policy does not seek to limit or exclude.

1. Our Commitment to Quality

Apache Pizza takes great pride in preparing every order to the highest standard. Each pizza, side dish, and beverage is prepared fresh upon ordering. Because our products are perishable food items prepared to order, our refund policy is necessarily shaped by the nature of what we sell. However, we never compromise on your right to receive exactly what you ordered, prepared correctly, and delivered in acceptable condition.

If your order does not meet our quality standards or does not match what you ordered, we encourage you to contact us immediately so that we can put things right as quickly as possible.

2. Eligibility for a Refund

You may be entitled to a full or partial refund in the following circumstances:

• Incorrect Order: You received an item or items that you did not order, or your order was missing one or more items you paid for.
• Unsatisfactory Quality: The food delivered was of unacceptable quality — for example, undercooked, burnt, contaminated, or otherwise not fit for consumption.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time communicated at the point of ordering, to the extent that the food was no longer reasonably fit for consumption upon arrival.
• Non-Delivery: You paid for an order that was never delivered to you.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Allergic Reaction or Dietary Requirement Failure: You clearly specified an allergy or dietary requirement at the time of ordering, and this was not accommodated, resulting in an order that was not safe or suitable for consumption.
• Order Cancellation Prior to Preparation: You cancelled your order within the permitted cancellation window, as outlined in Section 7 of this policy.

Refunds are assessed on a case-by-case basis, and we reserve the right to request supporting evidence such as photographs of the food or a written description of the issue before processing a refund.

3. Timeframes for Refund Requests

Given the perishable nature of food products, it is essential that you report any issue with your order promptly. The following timeframes apply:

We strongly encourage you to contact us as soon as possible after identifying a problem. Requests made outside these timeframes may not be eligible for a refund, though we will always consider each case fairly and in line with your statutory rights under Irish law.

4. Non-Refundable Items and Circumstances

The following situations are generally not eligible for a refund:

• You simply changed your mind about your order after it was prepared or delivered (subject to your statutory rights).
• You ordered the wrong item or wrong size and the order was fulfilled correctly as placed.
• The food quality issue arose as a result of how you stored or handled the food after delivery or collection.
• You requested a specific customisation (e.g., extra toppings, removal of ingredients) and the customisation was applied correctly, but you are not satisfied with the outcome.
• Minor variations in appearance, portion size, or presentation that do not affect the quality or safety of the food.
• Delivery charges are generally non-refundable unless the order was never delivered or the delivery failure was our fault.
• Promotional items, voucher-based orders, or complimentary items provided free of charge may have limited or no refund eligibility.

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

To request a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Get in touch with us as soon as possible after identifying the issue. You can reach us by email at [email protected] or by visiting our website at appache-pizza.com.
2. Step 2 — Provide Your Order Details: When contacting us, please have the following information ready: your order number, the date and time of your order, the delivery or collection address, and the email address used when placing your order.
3. Step 3 — Describe the Issue Clearly: Explain in detail what went wrong with your order. If applicable, provide photographs of the food or any packaging that illustrates the problem. This helps us investigate your complaint quickly and accurately.
4. Step 4 — Our Review: Our customer service team will review your request and supporting evidence. We aim to acknowledge all refund requests within 24 hours and to provide a resolution within 5 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome. If a refund is approved, it will be processed to your original payment method or, where appropriate, issued as a store credit or replacement order at your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to receive your refund will depend on the payment method you used when placing your order:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account is subject to the policies of your bank or payment provider, which are outside our control. If you have not received your refund within the timeframe specified above, please first check with your bank or card provider before contacting us.

7. Cancellation Policy

Due to the nature of freshly prepared food, your ability to cancel an order is limited once preparation has commenced. The following cancellation terms apply:

7.1 Online and App Orders

If you wish to cancel an order placed online through appache-pizza.com, you must do so within 5 minutes of placing the order and before our kitchen has begun preparing your food. After this window, cancellations may not be possible as your order will already be in preparation.

7.2 Phone Orders

For orders placed by telephone, please call the store directly as soon as possible if you wish to cancel. The store team will advise you whether cancellation is still possible based on the stage of preparation.

7.3 Right of Cancellation Under Distance Selling Regulations

Under the European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations, consumers generally have a 14-day cooling-off period for distance contracts. However, this right does not apply to contracts for the supply of food and perishable goods that are liable to deteriorate or expire rapidly, as permitted under applicable Irish and EU consumer law. This exemption is standard for food delivery businesses.

7.4 Cancelled Orders — Refund Eligibility

If you cancel your order within the permitted window before preparation begins, you will be entitled to a full refund to your original payment method. If your order was cancelled by us due to reasons within our control (e.g., unavailability of ingredients, staffing issues, technical error), you will receive a full refund automatically.

8. Partial Refunds

In some circumstances, a partial refund may be appropriate. This may apply when:

• Only some items in your order were missing or unsatisfactory, while the rest of the order was correct and of acceptable quality.
• A discount, promotional code, or voucher was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• The food quality issue affected only part of the order and you were willing to accept and consume the remaining items.
• A delivery charge was included in the original payment but the delivery itself was completed, with only certain food items being unsatisfactory.

Partial refunds will be calculated fairly based on the value of the affected items relative to the total order value, including any applicable taxes or charges.

9. Exchange Policy

Where possible and appropriate, Apache Pizza may offer a replacement order or specific replacement item instead of a monetary refund. We will always offer you the choice between a refund and a replacement where both options are available. Replacement orders are subject to the same quality standards as the original order.

In cases where a replacement is offered, the new order will be prepared and delivered (or made available for collection) as soon as practicable. If you accept a replacement and are subsequently dissatisfied with it, you retain the right to request a refund for the amount paid.

Exchanges or replacements are not available for orders where the issue arose due to customer error (e.g., ordering the wrong item, providing an incorrect delivery address).

10. Dispute Resolution Process

We hope to resolve all refund and complaint matters directly and amicably with our customers. However, if you are not satisfied with the outcome of your refund request, the following escalation options are available to you:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request that your complaint be escalated to a senior member of our customer service team or management. Please contact us at [email protected] and mark your message clearly as an escalation request, referencing your original complaint or order number.

10.2 Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint internally, you have the right to seek assistance from an independent Alternative Dispute Resolution (ADR) body. Under Irish law and EU regulations, businesses are required to inform consumers of available ADR options. Please refer to the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie for information on your consumer rights and available ADR schemes in Ireland.

10.3 Online Dispute Resolution (ODR)

Consumers in the EU/EEA may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr to resolve disputes relating to online purchases.

10.4 Small Claims Court

If you remain dissatisfied after exhausting the above options, you may pursue your claim through the Small Claims Court in Ireland, which handles consumer disputes up to €2,000. More information is available from the Courts Service of Ireland at www.courts.ie.

11. Your Statutory Rights

Nothing in this Refund Policy is intended to limit or exclude any rights you have as a consumer under Irish law, including but not limited to:

• The Sale of Goods and Supply of Services Act 1980
• The Consumer Rights Act 2022
• The European Communities (Unfair Terms in Consumer Contracts) Regulations 1995
• The Consumer Protection Act 2007

Your statutory rights are in addition to the rights described in this policy, and we will always honour our legal obligations to you as a consumer in Ireland.

12. Changes to This Policy

Apache Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at appache-pizza.com and will be effective from the date of publication. We encourage you to review this policy periodically. Continued use of our services after changes are published constitutes your acceptance of the updated policy.

13. Contact Us

If you have any questions about this Refund Policy, wish to submit a refund request, or need to discuss an issue with your order, please do not hesitate to contact us using the details below. Our customer service team is here to help and will do everything we can to resolve your concern promptly and fairly.

This Refund Policy was last reviewed and updated on June 1, 2026. It applies to all orders placed through appache-pizza.com and other Apache Pizza ordering channels in the Republic of Ireland.