Refund Policy

At Apache Pizza, we are committed to providing our customers with high-quality food and excellent service. We understand that occasionally things may not go as expected, and we have established this Refund Policy to ensure that any issues are handled fairly, transparently, and in accordance with Irish consumer protection law, including the Sale of Goods and Supply of Services Act 1980, the Consumer Rights Act 2022, and applicable European Union regulations.

Please read this policy carefully before placing an order. By ordering from us through our website apache-pizzav.com or any other channel, you agree to the terms set out in this Refund Policy.

1. Contact Information

For all refund-related queries, complaints, or requests, please contact us using the details below:

2. Our Commitment to Customer Satisfaction

Apache Pizza takes pride in delivering fresh, hot, and accurately prepared food orders. We want every customer to enjoy their meal. However, we recognise that errors can occur — whether in preparation, delivery, or quality — and we are committed to resolving any such issues promptly.

This policy applies to all orders placed through our website, by telephone, through third-party delivery platforms (where applicable), or in-store. Please note that if you have ordered via a third-party platform, the platform's own refund or dispute process may also apply alongside this policy.

3. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: Part of your order was not delivered or included in your collection bag.
• Poor Quality Food: The food was undercooked, overcooked, or otherwise not fit for consumption due to a preparation error on our part.
• Food Safety Concerns: You found a foreign object in your food or have a reasonable concern about food safety. (Please retain the food and packaging as evidence.)
• Significantly Late Delivery: Your delivery was substantially delayed beyond the estimated delivery time given at the time of ordering, to a degree that rendered the food unacceptable.
• Order Not Received: Your order was never delivered and you did not receive it.
• Duplicate Payment / Overcharge: You were charged more than once for the same order or charged an incorrect amount.
• Technical Error: A technical fault on our website caused an error in your order or payment.

4. Non-Refundable Situations

We are unable to offer refunds in the following circumstances:

• You changed your mind after the order was confirmed and preparation had commenced.
• You provided an incorrect delivery address, and the order was delivered to that address.
• You were unavailable at the delivery address at the time of delivery and did not collect the order.
• Complaints are made more than 24 hours after receiving the order, unless there are exceptional circumstances.
• The complaint relates solely to personal taste preferences (e.g., you did not enjoy the flavour of a correctly prepared item).
• You ordered items containing allergens that were clearly listed on our menu, and your complaint relates to the presence of those allergens.
• Promotional or voucher-based orders where the complaint does not relate to a genuine product or service failure.
• Orders placed through third-party platforms where the issue arose due to the platform's error (in such cases, the third-party platform is responsible).

5. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated, we ask that all refund or complaint requests be submitted as soon as possible. The following timeframes apply:

Requests made outside of these timeframes will be reviewed at our discretion, and we may not be able to guarantee a refund if the claim cannot be adequately verified.

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

To make the refund process as smooth as possible, please follow these steps:

1. Step 1 — Gather Your Information: Have your order number, the date and time of your order, the delivery address or collection details, and a description of the issue ready.
2. Step 2 — Collect Evidence: If applicable, take clear photographs of the incorrect, missing, or poor-quality food. This will help us investigate your claim efficiently. Do not dispose of food involved in a food safety concern.
3. Step 3 — Contact Us: Reach out to our customer service team as soon as possible using one of the following methods:
   • Email: [email protected]
   • Website: apache-pizzav.com
4. Step 4 — Provide Details: Clearly describe the issue and include your order number, any photographs, and the remedy you are seeking (refund, replacement, or store credit).
5. Step 5 — Await Our Response: Our team will review your request and respond within 2 business days. We may contact you for additional information if required.
6. Step 6 — Resolution: Once we have investigated your claim, we will inform you of the outcome and, where a refund is approved, the method and timeframe for processing.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you will depend on your original payment method:

8. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only some items in your order were incorrect, missing, or unsatisfactory — in which case only those items will be refunded.
• The food was partially consumed before the issue was identified, and the issue did not affect the entire order.
• Delivery was delayed but the food was still ultimately received in an acceptable condition.
• A discount, voucher, or promotional credit was applied to the original order — the refund will reflect the actual amount paid.

Partial refund amounts will be communicated clearly to you before processing, and you will have the opportunity to raise any objections.

9. Replacements and Exchange Policy

In many cases, particularly for incorrect or missing items, we may offer to send a replacement order or replacement items rather than a monetary refund. This is often the fastest way to resolve the issue, especially if it is discovered shortly after delivery.

Replacement orders are subject to the following conditions:

• Replacements are offered at our discretion and are subject to availability.
• The replacement must be for the same item(s) originally ordered, unless the item is no longer available, in which case an equivalent item of equal value will be offered.
• Replacements must be requested within 1 hour of receiving the original order in order to be fulfilled on the same day.
• Replacements are not available for complaints related solely to personal taste preferences.

If you prefer a monetary refund over a replacement, you are entitled to request this, and we will assess your request in accordance with the eligibility criteria set out in this policy.

10. Cancellation Policy

Due to the perishable and time-sensitive nature of food products, our ability to accept cancellations is limited once an order has been placed and preparation has commenced.

10.1 Cancellation Before Preparation Begins

If you wish to cancel your order and contact us immediately after placing it — before our kitchen has started preparing it — we will make every reasonable effort to cancel the order and provide a full refund. Please note that this window is typically very short (often less than 5 minutes from order placement) due to the speed at which our kitchen begins processing orders.

10.2 Cancellation After Preparation Has Started

Once your order is in preparation, we are generally unable to accept cancellations or provide a full refund, as food has already been used and preparation work has been undertaken. We may, at our discretion, offer a partial refund or store credit in exceptional circumstances.

10.3 Online Orders and the Consumer Rights Act 2022

Under the Consumer Rights Act 2022 and EU Directive 2011/83/EU on consumer rights, a 14-day cooling-off period typically applies to distance contracts. However, this right does not apply to contracts for the supply of food, beverages, or perishable goods that are consumed quickly, as explicitly exempted under Irish and EU consumer law. Therefore, once your food order has been prepared, the standard cooling-off period does not apply.

11. Dispute Resolution Process

We aim to resolve all refund requests and complaints amicably and efficiently. If you are not satisfied with the outcome of your refund request, you have the following options:

11.1 Internal Escalation

If you feel that your complaint has not been resolved satisfactorily at the initial stage, you may request that your case be escalated to a senior member of our management team. Please make this request in writing to [email protected] with the subject line "Formal Complaint Escalation." We will acknowledge your escalation within 2 business days and provide a final decision within 10 business days.

11.2 External Dispute Resolution

If you remain unsatisfied after exhausting our internal complaints process, you have the right to contact the relevant external bodies in Ireland:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance on consumer rights in Ireland. Website: www.ccpc.ie
• European Online Dispute Resolution (ODR) Platform: If you purchased online, you may use the EU ODR platform at ec.europa.eu/consumers/odr to seek resolution.
• Small Claims Court: You may also pursue your complaint through the Small Claims procedure in Ireland for amounts up to €2,000. Information is available from the Courts Service of Ireland at www.courts.ie.
• Food Safety Authority of Ireland (FSAI): For food safety complaints specifically, you may contact the FSAI at www.fsai.ie.

11.3 Chargebacks

You also have the right to contact your bank or card provider to initiate a chargeback if you believe you have been charged incorrectly or if a legitimate dispute has not been resolved. We ask that you attempt to resolve the matter directly with us first before initiating a chargeback, as this allows us the opportunity to correct any errors promptly.

12. Store Credit and Vouchers

In some cases, rather than a monetary refund, we may offer store credit or a voucher as a resolution. Store credit and vouchers issued by Apache Pizza are subject to the following conditions:

• Store credit and vouchers are valid for 12 months from the date of issue unless otherwise stated.
• They cannot be exchanged for cash.
• They are valid for use on the Apache Pizza website or in-store, as specified at the time of issue.
• They cannot be combined with other promotional offers unless explicitly stated.
• Lost or stolen vouchers will not be replaced.

You always have the right to request a monetary refund over store credit, and we will assess your request in accordance with this policy.

13. Allergen and Special Dietary Requirements

Apache Pizza takes food allergen information very seriously and complies with EU Food Information for Consumers Regulation (EU) No 1169/2011 and Irish food labelling requirements. Allergen information is available on our menu and website.

If you have a food allergy or intolerance and received food containing an allergen that was not declared in your order and not listed on our menu, please contact us immediately. This is treated as a priority matter and may also be subject to reporting to the Food Safety Authority of Ireland.

However, if the allergen was clearly listed on our menu and you ordered the item regardless, we are unable to offer a refund on this basis alone.

14. Amendments to This Policy

Apache Pizza reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website at apache-pizzav.com with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

15. Your Statutory Rights

If you believe your statutory rights have been infringed, we encourage you to contact us in the first instance. If we are unable to resolve the matter, you may contact the Competition and Consumer Protection Commission (CCPC) or seek legal advice.

16. Contact Us

If you have any questions about this Refund Policy, or if you wish to make a refund request, please do not hesitate to contact our customer care team:

This Refund Policy was last reviewed and updated on June 19, 2026. Apache Pizza is committed to fair and transparent customer service in accordance with Irish and EU consumer law.