Refund Policy

1. Conditions for Refunds

We strive to provide the highest quality food and service. However, we understand that sometimes you may need to request a refund. We will consider refunds or replacements in the following circumstances:

1.1 Quality Issues

If you receive a product that does not meet our quality standards, such as:

• Undercooked or overcooked food
• Foreign objects in the food
• Spoiled or expired ingredients
• Food that significantly deviates from our standard preparation

1.2 Order Errors

If your order contains errors, such as:

• Missing items
• Incorrect items
• Wrong toppings or ingredients

1.3 Delivery Issues

If there are significant problems with your delivery, such as:

• Excessive delay beyond our quoted delivery timeframe (typically 45+ minutes beyond the estimated delivery time, subject to weather and traffic conditions)
• Food arriving at an unacceptable temperature due to delivery delays
• Damaged food due to improper handling during delivery

1.4 Technical Issues

If you experience technical issues with our online ordering system that result in:

• Duplicate charges
• Orders not being received by our system despite payment being processed
• Incorrect pricing or application of discounts

2. Refund Process

To request a refund or replacement, please follow these steps:

2.1 In-Store Purchases

1. Return to the Freshslice Pizza location where you made your purchase
2. Bring your receipt or proof of purchase
3. Explain the issue to our staff
4. Our manager will assess the situation and determine the appropriate resolution

2.2 Online or Delivery Orders

1. Contact our customer service team as soon as possible after receiving your order
2. Provide your order number, date of purchase, and details of the issue
3. If possible, take photos of the issue (for quality or damage claims)
4. Our customer service team will review your request and determine the appropriate resolution

2.3 Contact Methods

You can contact our customer service team through the following methods:

• Phone: 1-800-FRESHSLICE (available during business hours)
• Email: [email protected]
• Contact form on our website: Contact Us
• Through the chat function on our mobile-responsive website

For the fastest resolution, please contact us within 24 hours of receiving your order.

3. Refund Timeframe

3.1 Request Timeframe

To be eligible for a refund or replacement, you must submit your request:

• For delivery or takeout orders: within 24 hours of receiving your order
• For in-store dining: before leaving the restaurant or within 1 hour of purchase
• For technical issues or duplicate charges: within 7 days of the transaction

3.2 Processing Timeframe

Once your refund request is approved:

• Credit card refunds typically take 3-5 business days to appear on your statement, depending on your financial institution
• Debit card refunds typically take 1-3 business days
• Cash refunds are processed immediately for in-store purchases
• Store credit or replacement items can be provided immediately upon approval

4. Refund Methods

Refunds will generally be processed using the original payment method:

• Credit card purchases will be refunded to the same credit card
• Debit card purchases will be refunded to the same debit card
• Cash purchases will be refunded in cash (for in-store purchases) or by alternate method as agreed upon for delivery orders
• Online payments through third-party services (e.g., PayPal) will be refunded through the same service

In some cases, we may offer:

• Store credit or gift cards
• Replacement of the affected items
• Discount on future purchases

The refund method may depend on the nature of the issue, the time elapsed since purchase, and other factors at the discretion of Freshslice Pizza management.

5. Order Cancellation

5.1 Cancellation by Customer

If you need to cancel your order:

• For online orders: You may cancel through our online system before the order enters the preparation stage
• For phone orders: You may cancel by calling the restaurant immediately after placing your order

Once an order enters the preparation stage, cancellation and refund are at the discretion of the restaurant manager.

5.2 Cancellation by Freshslice Pizza

We reserve the right to cancel orders due to:

• Technical or system errors
• Ingredient shortages or quality concerns
• Inability to deliver (severe weather, unsafe conditions, etc.)
• Suspected fraudulent activity

In these cases, we will notify you as soon as possible and provide a full refund using your original payment method.

6. Exceptions to the Refund Policy

Refunds or replacements may not be available in the following situations:

• Personal taste preferences (e.g., you ordered a menu item but simply didn't enjoy it)
• Changes of mind after receiving a correctly prepared order
• Claims made after the specified timeframe without reasonable explanation
• Customized orders that were prepared according to your specifications
• Minor discrepancies that do not affect the overall quality or safety of the food
• Issues arising from third-party delivery services not directly affiliated with Freshslice Pizza
• Promotional items, free items, or items purchased with promotional discounts (these may be subject to different terms)

In all cases, the final decision regarding refunds or replacements is at the discretion of Freshslice Pizza management, who will evaluate each situation fairly and in accordance with our commitment to customer satisfaction.

7. Gift Cards and Promotional Credits

7.1 Gift Cards

Freshslice Pizza gift cards are subject to the following refund terms:

• Gift cards cannot be redeemed for cash unless required by law
• Unused gift cards may be refunded within 14 days of purchase with original receipt
• Lost or stolen gift cards cannot be refunded or replaced
• Gift cards have no expiration date and no fees

7.2 Promotional Credits and Discounts

Credits issued as part of a promotion, loyalty program, or as compensation for a previous issue:

• Cannot be converted to cash
• May have expiration dates as specified in the promotion
• Cannot be transferred to another customer
• May have specific redemption conditions that will be communicated at the time of issuance

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a new "Last Updated" date. We encourage you to review this policy whenever you place an order with Freshslice Pizza.

The policy in effect at the time of your purchase will apply to that transaction. Significant changes to our Refund Policy will be communicated through our website and/or email notifications to registered customers.

9. Contact Information

If you have questions about our Refund Policy or need assistance with a refund request, please contact us at:

We value your feedback and are committed to resolving any issues promptly and fairly.