Refund Policy

Introduction

At Toronto Pizza Express, we strive to provide you with the best possible pizza delivery experience. We understand that sometimes issues arise, and you may need to request a refund. This Refund Policy outlines the conditions and procedures for obtaining refunds for orders placed through our website or via phone.

Our policy aims to be fair and transparent while ensuring that we maintain the high quality of our products and services. Please read this policy carefully to understand when and how refunds are processed.

Refund Eligibility

We want you to be completely satisfied with your Toronto Pizza Express experience. You may be eligible for a refund in the following situations:

Quality Issues

• Your order arrived significantly damaged (e.g., crushed box, spilled toppings)
• Your pizza was not properly cooked (e.g., undercooked dough, burnt beyond edibility)
• Your order contained ingredients that were clearly spoiled or inedible
• You received incorrect items that differed substantially from what you ordered

Delivery Issues

• Your order was not delivered within a reasonable timeframe (over 90 minutes from order confirmation without prior notice of delay)
• Your order was delivered to the wrong address due to our error (not customer-provided incorrect information)
• Your order was incomplete (missing items that you were charged for)

Technical Issues

• You were charged multiple times for the same order
• You experienced a technical error on our website that resulted in an unintended order or payment

Please note that personal taste preferences (e.g., "I didn't like the flavor") generally do not qualify for refunds unless the product deviates substantially from its description or standard preparation.

Refund Process

How to Request a Refund

If you believe you are eligible for a refund, please follow these steps:

1. Contact Us Promptly: Notify us of the issue as soon as possible, preferably within 2 hours of receiving your order or noticing the problem.
2. Provide Order Details: Have your order number, date of purchase, and payment method ready.
3. Explain the Issue: Clearly describe what went wrong with your order.
4. Submit Evidence (if possible): Photos of quality issues help us assess the situation more accurately.

You can request a refund through the following channels:

• Phone: Call our customer service at +446146388227
• Email: Send details to refunds@torontopizzaexpress.ca
• Contact Form: Submit a request through the Contact page on our website

Refund Review

Once we receive your refund request, we will:

1. Acknowledge receipt of your request within 24 hours
2. Review your order details and the reported issue
3. May request additional information or evidence if needed
4. Make a determination regarding your refund eligibility
5. Communicate our decision to you

Processing Timeframes

If your refund is approved:

• Credit/Debit Card Payments: Refunds will be processed within 3-5 business days, though it may take 5-10 business days to appear on your statement depending on your financial institution.
• Digital Wallet Payments (PayPal, Apple Pay, etc.): Refunds typically process within 1-3 business days.
• Cash Payments: For orders paid in cash, we will issue a credit to your account or arrange for a cash refund to be provided during your next delivery.

Refund Options

Depending on the circumstances, we may offer one or more of the following remedies:

• Full Refund: Complete reimbursement of your order total, including delivery fees and taxes.
• Partial Refund: Reimbursement for specific items that were problematic while keeping charges for satisfactory items.
• Store Credit: A credit to your Toronto Pizza Express account that can be used for future orders.
• Replacement: A new delivery of the correct or properly prepared items without additional charge.

The appropriate remedy will be determined based on the specific circumstances of your case, the severity of the issue, and your preference when possible.

Exceptions and Limitations

Non-Refundable Situations

Refunds generally will not be issued in the following situations:

• Requests made more than 24 hours after the order was delivered
• Issues resulting from incorrect delivery information provided by the customer
• Customer refusal of an otherwise correct order upon delivery
• Minor deviations in appearance from menu photos that do not affect quality or edibility
• Personal taste preferences when the product matches its description
• Orders that have been more than 50% consumed
• Special circumstances beyond our control (extreme weather, road closures, etc.) that were communicated to you

Special Orders and Promotions

Custom orders, catering services, and special promotional items may have different refund policies, which will be communicated at the time of order.

Repeated Refund Requests

We monitor refund patterns for potential abuse. Customers with excessive refund requests may require additional verification for future refunds or may have refund privileges limited. This policy exists to protect our ability to serve all customers fairly.

Cancellation Policy

We understand that plans change, and you may need to cancel an order. Our cancellation policy is as follows:

Cancellation Timeframes

• Immediate Full Refund: Cancellations made within 5 minutes of placing an order.
• Full Refund: Cancellations made before your order enters preparation (typically 5-15 minutes after ordering, depending on volume).
• Partial Refund: Cancellations made after preparation has begun but before delivery dispatch may receive a partial refund, excluding preparation costs.
• No Refund: Cancellations made after your order has been dispatched for delivery are generally not eligible for refund as the food has been prepared and resources allocated for delivery.

How to Cancel an Order

To cancel an order, please call our customer service line at +446146388227 as soon as possible. Online cancellation is not available once an order is submitted, as our preparation process begins quickly.

Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a Customer Satisfaction Guarantee. If you're not completely satisfied with your experience for any reason, please let us know. While we may not always be able to offer a monetary refund for issues outside our refund eligibility criteria, we value your feedback and want to make things right.

In cases where a monetary refund is not applicable, we may offer:

• Discount coupons for future orders
• Complimentary side items or desserts with your next order
• Entry into our customer feedback program with rewards for your input

Our goal is your satisfaction and continued enjoyment of Toronto Pizza Express products.

Contact Information for Refund Inquiries

For any questions about our refund policy or to check the status of a refund request, please contact our customer service team:

Phone: +446146388227 (Available daily from 11:00 AM to 11:00 PM)
Email: refunds@torontopizzaexpress.ca
Address: Toronto Pizza Express
Flat 29c Davis Loop
Gavinborough, BD23 1UY

We aim to respond to all refund inquiries within 24 hours during our regular business hours.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, industry standards, or legal requirements. The updated version will be effective as of the "Last Updated" date at the top of this policy. We encourage you to review this policy periodically to stay informed about our refund procedures.

Significant changes to this policy will be communicated through notices on our website or via email to registered customers.

Relationship to Other Policies

This Refund Policy is part of our broader Terms and Conditions. By placing an order with Toronto Pizza Express, you agree to the terms outlined in this policy. This policy should be read in conjunction with our Privacy Policy and Terms of Service, which provide additional information about your rights and obligations when using our services.