Refund Policy

At Apache Pizza, we are committed to delivering high-quality food and an excellent customer experience. We understand that occasionally issues may arise with your order, and we want to ensure that any concerns are resolved fairly and efficiently. This Refund Policy outlines your rights and our obligations in relation to refunds, cancellations, and disputes, in accordance with Irish consumer law, including the Sale of Goods and Supply of Services Act 1980, the Consumer Rights Act 2022, and applicable European Union consumer protection regulations.

Please read this policy carefully before placing an order through our website apachi-ie.com or via any other ordering channel we operate.

1. Our Commitment to You

Apache Pizza takes pride in the quality of our food and service. Every order is prepared fresh to your specification. However, we recognise that mistakes can happen. If your order does not meet the standard you expected, we encourage you to contact us as soon as possible so we can make things right.

This policy applies to all orders placed through our website, mobile app, telephone, or in-store, and covers delivery orders, collection orders, and in-store dining where applicable.

2. Eligibility for a Refund

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

• Your order was not delivered within a reasonable timeframe and you were not informed of a significant delay.
• Your order arrived with missing items that were paid for but not received.
• The food you received was of unsatisfactory quality — for example, it was burnt, undercooked, or otherwise unfit for consumption.
• You received the wrong items that do not match your order confirmation.
• The food contained an allergen that you specifically requested be excluded and this was confirmed at the time of ordering.
• Your order was cancelled by Apache Pizza due to operational issues, stock unavailability, or technical errors.
• A duplicate charge was applied to your payment method in error.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and processed, we ask that you contact us within the following timeframes:

Requests submitted outside these timeframes may still be considered at our discretion, but we cannot guarantee a full investigation will be possible after a significant delay.

4. Non-Refundable Items and Circumstances

Certain situations do not qualify for a refund. These include:

• Orders where the customer has simply changed their mind after the food has been prepared or dispatched.
• Orders where the customer provided an incorrect delivery address and the food could not be delivered.
• Orders where the customer was unavailable to accept delivery after multiple contact attempts, resulting in the food being returned or disposed of.
• Promotional or discounted items where the terms of the promotion explicitly exclude refunds.
• Delivery charges where the food itself was delivered successfully and meets quality standards.
• Complaints about food preferences or taste where the food was prepared correctly according to the order.
• Orders where the customer consumed the majority of the food before raising a complaint, unless a genuine food safety concern is identified.

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

Follow these steps to submit a refund request:

1. Step 1 — Contact Us Promptly
   Get in touch with our customer care team as soon as possible after identifying the issue. You can reach us by:
   • Email: [email protected]
   • Website: apachi-ie.com
2. Step 2 — Provide Your Order Details
   Please have the following information ready when you contact us:
   • Your full name
   • Order reference number (found in your confirmation email or receipt)
   • Date and time of the order
   • Delivery address or collection branch
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence
   Where applicable, please provide photographs or screenshots that support your complaint. This is particularly important for claims relating to food quality, wrong items, or missing items. Clear images help us investigate your case more effectively and resolve it quickly.
4. Step 4 — Await Investigation
   Once we receive your request, our team will review the details and may contact you for additional information. We aim to acknowledge all refund requests within 24 hours (excluding weekends and public holidays) and to provide a resolution within 3–5 working days.
5. Step 5 — Resolution Confirmed
   Once a decision has been reached, we will notify you by email. If a refund is approved, we will process it promptly using the method outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will vary depending on the payment method used at the time of purchase:

Please be aware that Apache Pizza does not control the processing times of third-party financial institutions. If your refund has not appeared within the stated timeframe, we recommend contacting your bank or payment provider directly. You are also welcome to contact us if you have concerns.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. This may apply when:

• Only some items in your order were missing, incorrect, or of unsatisfactory quality.
• The majority of your order was received in good condition and only a minor element did not meet the required standard.
• A discount voucher or promotional code was applied to the order, reducing the actual amount paid for specific items.
• The issue reported relates to a single item in a larger multi-item order.

In cases where a partial refund is offered, we will clearly explain the calculation and the items or amounts included. You have the right to accept or dispute the partial refund offer, and our dispute resolution process (Section 10) remains available to you.

8. Exchange and Replacement Policy

In many cases where an issue is identified with an order, we may offer to send a replacement item or a replacement order rather than processing a monetary refund. This option is available under the following conditions:

• The original order was delivered to the correct address and the replacement can be dispatched promptly.
• The issue was caused by an error on our part (wrong item, missing item, quality issue).
• The customer is available to receive a replacement delivery within a reasonable time on the same day.

You are not obligated to accept a replacement if you would prefer a monetary refund. Under the Consumer Rights Act 2022, you are entitled to choose between repair/replacement and a refund where goods or services do not conform to the contract. We will always aim to accommodate your preference.

Where a replacement is accepted and subsequently delivered in satisfactory condition, no further monetary refund will be due for the items replaced.

9. Cancellation Policy

Because our food is freshly prepared immediately after an order is placed, our ability to cancel orders is limited once preparation has begun. The following terms apply:

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order, please contact us immediately after placing it. If the cancellation request is received before our kitchen has begun preparing your food, we will cancel the order and issue a full refund. Given the speed of our preparation process, this window is typically very short — usually 5 minutes or less from the time the order is confirmed.

9.2 Cancellation After Preparation Has Begun

Once preparation of your order has commenced, we are unable to accept a cancellation request and a refund will not be issued on the basis of a change of mind. If there is a specific reason for your cancellation request related to an error on our part (for example, an item you ordered is no longer available), we will work with you to find a suitable resolution, which may include a full refund or alternative replacement.

9.3 Cancellation Due to Unforeseen Circumstances

In rare situations, Apache Pizza may need to cancel an order due to circumstances beyond our control, including but not limited to: severe weather conditions, power outages, staffing emergencies, or supply chain disruptions. In such cases, we will notify you as quickly as possible and issue a full refund of the amount paid. We apologise in advance for any inconvenience caused in such situations.

10. Dispute Resolution

We aim to resolve all refund and complaint queries amicably and efficiently at the first point of contact. However, if you are not satisfied with the outcome of your refund request, the following escalation process is available to you:

10.1 Internal Escalation

If you feel your initial complaint has not been resolved to your satisfaction, you may request that your case be escalated to a senior member of our customer service team. Please clearly state that you are requesting an escalation when you contact us. We will review your case independently and provide a final internal decision within 7 working days.

10.2 External Dispute Resolution

If you remain dissatisfied after our internal resolution process, you have the right to seek assistance from the following bodies:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance to consumers in Ireland about their rights. Visit www.ccpc.ie for further information.
• European Online Dispute Resolution (ODR) Platform: If your order was placed online, you may use the EU ODR platform at ec.europa.eu/consumers/odr to submit a complaint.
• Small Claims Court: For disputes involving amounts up to €2,000, you may make a claim through the Small Claims procedure in Ireland without the need for a solicitor. More information is available at www.courts.ie.

10.3 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of Ireland. Any disputes that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the Irish courts.

11. Allergen Refund Disclaimer

Apache Pizza takes allergen information very seriously. All allergen information is available on our menu and website. It is the responsibility of the customer to review allergen information prior to placing an order and to clearly communicate any dietary requirements at the time of ordering.

If you experience an allergic reaction or adverse health event that you believe is linked to food consumed from Apache Pizza, we urge you to seek medical attention immediately and to contact us as soon as possible. We will cooperate fully with any investigation and will process any related refund claim with urgency and sensitivity.

12. Policy Updates

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

13. Contact Us

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please do not hesitate to contact our customer care team using the details below: