Refund Policy

1. Overview

At toppers pizza, customer satisfaction is our highest priority. We are committed to providing exceptional food and service quality to every customer. This refund policy outlines the terms and conditions under which refunds may be issued for our products and services.

This policy applies to all orders placed through our restaurant, website, mobile app, third-party delivery platforms, catering services, and franchise locations. By placing an order with toppers pizza, you acknowledge that you have read and agree to the terms of this refund policy.

2. Refund Eligibility

Refunds may be issued under the following conditions:

2.1 Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant or within 2 hours of order completion
• Takeout orders: Refund requests must be made within 2 hours of order pickup
• Delivery orders: Refund requests must be made within 2 hours of delivery confirmation
• Catering orders: Refund requests must be made within 4 hours of scheduled delivery/pickup
• Pre-orders: Cancellation requests must be made at least 2 hours before scheduled pickup/delivery time

2.2 Valid Reasons for Refunds

• Incorrect order received (wrong items, missing items, wrong size/specifications)
• Food quality issues (undercooked, overcooked, spoiled, or not fresh)
• Food safety concerns (foreign objects, contamination, allergen cross-contamination)
• Order not delivered within promised timeframe (delays exceeding 30 minutes beyond estimated time)
• Duplicate charges or billing errors
• Restaurant-initiated cancellation due to ingredient unavailability or operational issues

2.3 Proof of Purchase Requirements

To process a refund, customers must provide:

• Original receipt or order confirmation number
• Photo evidence of the issue (when applicable)
• Contact information for follow-up
• Details of the specific problem encountered

3. Non-Refundable Items and Circumstances

Refunds will not be issued for the following:

3.1 Consumed Items

• Food items that have been fully consumed
• Beverages that have been opened and consumed
• Items consumed beyond 50% of the total quantity

3.2 Personal Preference

• Dislike of taste, texture, or flavor (when food meets quality standards)
• Change of mind after order placement and preparation has begun
• Dietary restrictions not communicated at time of ordering
• Allergic reactions due to failure to inform staff of allergies

3.3 External Circumstances

• Delivery delays caused by weather conditions, traffic, or other external factors beyond our control
• Customer unavailability during delivery attempts
• Incorrect address provided by customer
• Orders affected by natural disasters, emergencies, or force majeure events

3.4 Promotional and Discounted Items

• Items purchased with promotional codes or coupons (unless quality issue exists)
• Free items received as part of promotions
• Loyalty program redemptions

4. Refund Process

Follow these steps to request a refund:

4.1 Required Information

When contacting us for a refund, please have the following information ready:

• Full name and contact information
• Order number or receipt number
• Date and time of order
• Items affected by the issue
• Detailed description of the problem
• Photos of the issue (when applicable)
• Preferred resolution (refund, replacement, credit)

4.2 Investigation Process

Our customer service team will:

• Verify order details and payment information
• Review photo evidence and customer feedback
• Consult with kitchen staff or delivery partners when necessary
• Determine the appropriate resolution based on our policy guidelines
• Communicate the decision and reasoning to the customer

5. Refund Methods and Processing Times

Refunds will be processed using the following methods and timeframes:

5.1 Payment Method Returns

• Credit/Debit Cards: 3-5 business days after approval
• Cash Payments: Immediate cash refund or store credit
• Gift Cards: Credit returned to original gift card within 24 hours
• Mobile Payment Apps: 1-3 business days after approval
• Third-Party Platforms: Processed through the original platform (may take 5-7 business days)

5.2 Alternative Refund Methods

In some cases, we may offer alternative compensation:

• Store Credit: Equivalent value credit for future orders (no expiration date)
• Loyalty Points: Points credited to customer loyalty account
• Promotional Credits: Discounts for future orders

5.3 Partial Refunds

Partial refunds may be issued for:

• Orders with multiple items where only some items have issues
• Delivery fee refunds for late deliveries
• Tax adjustments for cancelled items
• Tip adjustments for service issues

6. Exchange Policy

In addition to refunds, we offer exchanges as an alternative resolution:

6.1 When Exchanges Are Available

• Incorrect items received
• Wrong size or specifications
• Customer preference for different menu item of equal or lesser value
• Dietary accommodation requests

6.2 Exchange Process

• Contact our customer service team with your exchange request
• Return the original item (if applicable and safe to do so)
• Receive replacement item at no additional charge
• Pay any price difference for upgraded items

6.3 Exchange Limitations

• Exchanges must be requested within the same timeframes as refunds
• Replacement items must be of equal or greater availability
• Some custom or specialty items may not be available for immediate exchange
• Exchanges may require additional preparation time

7. Damaged or Defective Items Policy

Special provisions apply to damaged or defective food items:

7.1 Definition of Damaged/Defective Items

• Food that is spoiled, moldy, or past expiration
• Items contaminated with foreign objects
• Food that poses health or safety risks
• Packaging that is damaged and has compromised food safety
• Temperature-sensitive items delivered outside safe temperature ranges

7.2 Immediate Actions

• Stop consumption immediately
• Preserve the item and packaging for inspection
• Take photos for documentation
• Contact our customer service team immediately
• Seek medical attention if health concerns arise

7.3 Enhanced Resolution for Safety Issues

• Immediate full refund processing
• Free replacement meal of customer's choice
• Store credit for future orders
• Investigation and follow-up on food safety protocols
• Compensation for any medical expenses (case-by-case basis)

Policy Updates and Changes

toppers pizza reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. Customers are encouraged to review this policy periodically for updates.

This policy is governed by the laws of Colorado, United States, and any disputes will be resolved in accordance with local jurisdiction requirements.