Refund Policy

Last Updated: May 7, 2026

1. Introduction

At Apache Pizza, we are committed to delivering fresh, high-quality food to every customer. We understand that occasionally an order may not meet your expectations, and we want to ensure that any concerns are addressed fairly, promptly, and in accordance with Irish consumer law.

This Refund Policy sets out the circumstances under which refunds, replacements, or credits may be issued, the process for making a refund request, and the timeframes within which such requests must be submitted. Please read this policy carefully before placing an order.

For any questions regarding this policy, you may contact us directly:

2. Our Commitment to Quality

Apache Pizza takes pride in the quality and accuracy of every order we prepare and deliver. All food items are prepared to order using fresh ingredients. While we strive for perfection, we acknowledge that errors can occasionally occur. In such cases, we are fully committed to making things right for our customers.

Your statutory rights under Irish and EU consumer law are not affected by this policy. In particular, under the Consumer Rights Act 2022 and the Sale of Goods and Supply of Services Act 1980, you are entitled to receive goods and services that are of satisfactory quality, fit for purpose, and as described.

3. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your order were missing upon delivery or collection.
• Poor Quality Food: The food received was of unsatisfactory quality — for example, it was undercooked, burnt, spoiled, or otherwise not fit for consumption.
• Significant Delivery Delay: Your delivery was significantly delayed beyond the quoted delivery time, causing the food to be unacceptable in quality upon arrival.
• Allergenic Errors: You informed us of a specific dietary requirement or allergy and received a product that did not comply with that requirement. Please note: In such cases, we treat this as a matter of utmost urgency. Contact us immediately.
• Duplicate Payment: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your order was confirmed and paid for but never delivered to you.

All refund requests are assessed on a case-by-case basis. Apache Pizza reserves the right to verify the claim before issuing a refund or replacement.

4. Non-Refundable Items and Situations

Refunds will not be issued in the following circumstances:

• You simply changed your mind after placing the order and the food has already been prepared.
• You provided an incorrect delivery address and the order was delivered to that address.
• You were unavailable to accept delivery after multiple contact attempts were made by our delivery driver.
• Dissatisfaction based on personal taste preferences that do not constitute a quality issue (e.g., a preference for more seasoning).
• The refund request is made more than 24 hours after the order was delivered or collected.
• Promotional or complimentary items received as part of a deal or discount offer.
• Orders where the issue was caused by incorrect information provided by the customer during the ordering process (e.g., wrong address, incorrect customisation instructions).
• Delivery charges, where the order itself was fulfilled correctly.

5. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted within a strict timeframe:

Requests submitted outside these timeframes may not be eligible for a refund at our discretion, except where required by applicable Irish law.

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

If you believe you are entitled to a refund, please follow the steps below:

1. Step 1 — Contact Us Promptly: Get in touch with Apache Pizza as soon as possible after discovering the issue. You can contact us by email at [email protected] or through the contact form available on apachs-pizza.com.
2. Step 2 — Provide Your Order Details: Include the following information in your communication:
   • Your full name
   • Your order number (found in your confirmation email or receipt)
   • The date and time of your order
   • The delivery address or collection point
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence (if applicable): Where possible, please attach photographs of the food received, any packaging issues, or any other evidence that supports your claim. This will help us to assess your request more quickly.
4. Step 4 — Await Our Response: Our customer service team will review your request and respond within 2 business days. We may contact you for additional information if required.
5. Step 5 — Resolution: Once we have reviewed your claim, we will notify you of the outcome. If a refund, partial refund, replacement, or store credit is approved, we will communicate the details of how and when this will be processed.

7. Refund Processing Times by Payment Method

If a refund is approved, the time it takes for the funds to reach you will depend on your original payment method:

Please note that while we process refunds on our end promptly, the actual time for funds to appear in your account may be subject to your bank's or payment provider's processing times, which are outside our control.

8. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. This may apply where:

• Only certain items in your order were incorrect or missing, and the remainder of your order was delivered satisfactorily.
• The food quality issue affected only part of your order.
• A delivery delay impacted only part of your order's quality.
• There is shared responsibility between Apache Pizza and the customer for the issue (e.g., partially incorrect instructions provided by the customer).

The amount of any partial refund will be calculated based on the value of the affected items as listed on your original order receipt, including any applicable discounts applied at the time of purchase.

9. Replacement / Exchange Policy

Where it is practical and feasible, Apache Pizza may offer a replacement order rather than a monetary refund. A replacement will be offered in the following circumstances:

• An incorrect item was delivered and a corrected item can be prepared and delivered within a reasonable timeframe.
• An item was missing from your order and can be delivered separately without significant inconvenience.
• The quality of an item was unsatisfactory and we are able to remake and redeliver the item promptly.

Replacements are offered at our discretion and are subject to availability and geographical delivery limitations. If a replacement is not feasible, a full or partial refund will be offered instead.

We do not operate a traditional exchange policy for food items due to the perishable and hygiene-sensitive nature of our products. However, we will always endeavour to find a fair and satisfactory resolution for every customer.

10. Cancellation Policy

Once an order has been placed and confirmed through our website or ordering platform, our kitchen team begins preparing your food almost immediately. For this reason, our ability to cancel orders is limited once preparation has commenced.

10.1 Cancellation Before Preparation

If you wish to cancel your order, you must contact us as soon as possible after placing it. If the order has not yet entered preparation, we will do our best to cancel it and issue a full refund. To request a cancellation, please contact us immediately at [email protected].

10.2 Cancellation After Preparation Has Begun

Once your order has entered preparation, it may not be possible to cancel it. In such cases, no refund will be issued for cancellations initiated by the customer after preparation has commenced, unless there is a valid quality or fulfilment issue as outlined in Section 3 of this policy.

10.3 Cancellations by Apache Pizza

On rare occasions, Apache Pizza may need to cancel your order. This may occur due to:

• Ingredient unavailability
• Technical issues with our ordering system
• Circumstances beyond our control (force majeure)
• The delivery address being outside our delivery zone

In the event that we cancel your order, you will receive a full refund of any payment made. We will notify you promptly by phone, email, or through the ordering platform.

11. Store Credit and Vouchers

At our discretion, Apache Pizza may offer store credit or vouchers as an alternative to a monetary refund. Store credit:

• Will be applied to your Apache Pizza account and can be used on a future order.
• Has no cash value and cannot be exchanged for money.
• Is valid for a period of 6 months from the date of issue.
• Cannot be combined with other promotional offers unless stated otherwise.

12. Dispute Resolution Process

We hope that all refund and quality concerns can be resolved quickly and amicably through direct communication with our customer service team. However, if you are not satisfied with our response, the following escalation options are available to you:

12.1 Internal Escalation

If you are unhappy with the initial response from our customer service team, you may request that your complaint be escalated to a manager or senior member of staff. Please indicate this clearly in your communication to [email protected].

12.2 External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you have the right to contact the following bodies:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance to Irish consumers on their rights. While the CCPC does not investigate individual consumer complaints directly, they can provide guidance on your options. Visit: www.ccpc.ie
• European Online Dispute Resolution (ODR) Platform: If you made your purchase online, you may submit a complaint through the EU Online Dispute Resolution platform at: ec.europa.eu/consumers/odr
• Small Claims Court: For disputes involving amounts up to €2,000, you may make a claim through the Small Claims procedure in Ireland. More information is available at: www.courts.ie

13. Amendments to This Policy

Apache Pizza reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be published on our website at apachs-pizza.com with an updated effective date. Your continued use of our services after any such changes constitutes your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed of any updates.

14. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of Ireland. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the Irish courts. Applicable legislation includes, but is not limited to:

• Consumer Rights Act 2022 (Ireland)
• Sale of Goods and Supply of Services Act 1980
• European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013
• EU Regulation (EU) 2019/771 on certain aspects concerning contracts for the sale of goods

15. Contact Us

For all refund requests, queries, or complaints, please do not hesitate to get in touch with our customer service team:

This Refund Policy was last reviewed and updated on May 7, 2026. Apache Pizza is committed to fair, transparent, and customer-focused service.