Refund Policy

1. Overview

At toppers pizza, customer satisfaction is our highest priority. We are committed to providing exceptional food and service experiences. This Refund Policy outlines the conditions and procedures for requesting refunds on purchases made at our establishment.

We understand that occasionally circumstances may arise where a refund is necessary, and we strive to handle all such requests fairly and promptly while maintaining the quality and safety standards that our customers expect.

2. Eligibility for Refunds

Refunds may be granted under the following conditions:

2.1 Timeframe Requirements

• Dine-in orders: Refund requests must be made during your visit or within 24 hours of purchase
• Takeout orders: Refund requests must be made within 2 hours of pickup
• Delivery orders: Refund requests must be made within 1 hour of delivery
• Catering orders: Refund requests must be made at least 48 hours before the scheduled event

2.2 Product Condition Requirements

• Food items must be substantially untouched (less than 25% consumed)
• Items must be returned in their original packaging when applicable
• Beverages must be unopened or less than 10% consumed
• Special dietary items require immediate notification of issues

2.3 Proof of Purchase

• Original receipt or order confirmation number
• Valid identification for credit card refunds
• Order details including date, time, and items purchased

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Customized Orders: Pizzas and items made to specific customer specifications
• Consumed Items: Food or beverages that have been substantially consumed (more than 50%)
• Special Promotions: Items purchased during limited-time offers or with coupons
• Gift Cards: Gift cards cannot be refunded for cash (subject to local laws)
• Late Cancellations: Catering orders cancelled less than 24 hours before service
• Change of Mind: Refunds based solely on personal preference after consumption has begun
• Third-Party Delivery: Orders placed through third-party delivery apps (subject to their policies)

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

Contact our customer service team as soon as possible using one of the methods listed in Section 8.

Step 2: Provide Required Information

• Your full name and contact information
• Order number or receipt details
• Date and time of purchase
• Specific items you wish to return
• Reason for the refund request
• Photos of the items (if applicable)

Step 3: Return Items (If Required)

For dine-in customers, speak with the manager on duty. For takeout and delivery, you may be asked to return items to the store or arrange for inspection.

Step 4: Refund Processing

Once your request is approved, refunds will be processed according to the timelines outlined in Section 5.

5. Refund Methods and Timeframes

5.1 Refund Methods

• Credit Card: Refunds issued to the original credit card used for purchase
• Cash: Cash refunds for orders paid in cash (requires valid ID)
• Store Credit: Store credit may be offered as an alternative (expires in 12 months)
• Bank Transfer: For large catering orders, bank transfer may be arranged

5.2 Processing Timeframes

• Cash Refunds: Immediate (during business hours)
• Credit Card Refunds: 3-5 business days
• Debit Card Refunds: 5-7 business days
• Store Credit: Immediate

6. Exchanges vs. Refunds

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

6.1 Exchange Options

• Item Replacement: Replace incorrect or unsatisfactory items with correct alternatives
• Menu Substitution: Choose different items of equal or lesser value
• Store Credit: Credit toward future purchases (recommended for special dietary issues)
• Redelivery: Free redelivery of corrected orders within service area

6.2 Exchange Benefits

• Faster resolution than refund processing
• Opportunity to try alternative menu items
• Maintains your dining experience with us
• Available for items that don't qualify for cash refunds

7. Damaged or Defective Items

Special provisions apply to damaged, defective, or incorrectly prepared items:

7.1 Immediate Replacement

• Incorrect orders receive immediate replacement at no charge
• Cold food that should be hot will be remade immediately
• Missing items from orders will be provided free of charge
• Food safety issues receive immediate attention and full refund

7.2 Quality Issues

• Overcooked or undercooked items will be replaced
• Items not meeting our quality standards receive full refund
• Allergic reaction risks result in immediate refund and incident documentation
• Foreign objects in food trigger full refund and investigation

7.3 Delivery Issues

• Damaged packaging during delivery qualifies for replacement
• Significantly delayed delivery may qualify for partial or full refund
• Wrong delivery address (our error) receives full refund

8. Contact Information for Refund Requests

To request a refund or discuss concerns about your order, contact us using any of the following methods:

Additional Support Options

• In-Store: Speak directly with a manager at any toppers pizza location
• Online: Submit a refund request through our contact form
• Social Media: Message us on Facebook or Instagram for quick responses
• Email: Send detailed refund requests to [email protected]

9. Policy Updates and Legal Information

Effective Date: This Refund Policy is effective as of January 1, 2025.

Policy Updates: toppers pizza reserves the right to update this Refund Policy at any time. Changes will be posted on our website and take effect immediately upon posting. Continued use of our services constitutes acceptance of any changes.

Local Laws: This policy complies with all applicable local, state, and federal consumer protection laws. Where local laws provide greater consumer protections, those laws take precedence.

Dispute Resolution: Any disputes regarding refunds will be handled through our customer service process first. Unresolved issues may be subject to mediation or arbitration as outlined in our Terms of Service.