Refund Policy

Last Updated: June 18, 2026

1. Introduction

At Apache Pizza, we are committed to delivering high-quality food and an excellent customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been designed to ensure that your concerns are handled fairly, promptly, and in accordance with your rights under Irish consumer law, including the Sale of Goods and Supply of Services Act 1980, the Consumer Protection Act 2007, and applicable European Union consumer protection regulations.

This policy outlines the circumstances under which refunds may be granted, how to submit a refund request, and the timeframes you can expect for resolution. We encourage you to contact us as soon as possible if you are dissatisfied with your order.

2. 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, or wrong product entirely).
• Missing Items: One or more items from your order were not delivered or included in your collection order.
• Poor Quality Food: The food received was of an unacceptable quality — for example, it was undercooked, burnt, contained foreign objects, or was otherwise unfit for consumption.
• Order Not Delivered: Your delivery order was not received within a reasonable timeframe and was confirmed as undelivered by our team.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Allergen Issue: Your order contained an allergen that was not declared and which you had specifically requested to be excluded at the time of ordering.

Refund eligibility will be assessed on a case-by-case basis. Apache Pizza reserves the right to request supporting evidence (such as photographs of the food or packaging) when processing a refund claim.

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:

Refund requests submitted outside these timeframes may be more difficult to investigate and may result in a reduced likelihood of a refund being approved. However, Apache Pizza will always aim to handle complaints reasonably and in accordance with your statutory rights.

4. Non-Refundable Items and Circumstances

While we strive to resolve all customer concerns, there are certain situations where refunds will not be issued:

• Change of Mind: Refunds will not be provided if you simply change your mind after placing an order, as food items are perishable goods prepared specifically to your order.
• Order Already Collected or Consumed: If you have collected your order and consumed a significant portion of it before raising a complaint, a refund may not be approved unless there is a clear quality or safety concern.
• Incorrect Address Provided: If a delivery could not be completed because an incorrect delivery address was submitted by the customer, a refund will not be issued for the delivery charge.
• Customisation Errors by the Customer: If you selected incorrect toppings, sizes, or extras during the ordering process, Apache Pizza is not responsible for those errors.
• Promotional or Voucher Orders: Orders placed using promotional vouchers, discount codes, or deal offers may have limited refund eligibility depending on the specific terms of the promotion.
• Delayed Delivery Due to Exceptional Circumstances: Delays caused by severe weather conditions, traffic incidents, or other circumstances beyond our reasonable control will not automatically qualify for a refund.

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

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

1. Step 1 — Contact Us Promptly:
   Get in touch with Apache Pizza as soon as you identify an issue with your order. You can reach us by email at [email protected] or by visiting apchipizza.com and using our contact form.
2. Step 2 — Provide Your Order Details:
   When contacting us, please have the following information ready:
   • Your full name
   • Your order number or reference number
   • The date and time of your order
   • Your delivery address or the store location (for collection orders)
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence (if applicable):
   Where possible, please provide photographic evidence of the issue — for example, a photo of the incorrect item, the missing item, or the quality concern. This helps us investigate your complaint more efficiently.
4. Step 4 — Review and Assessment:
   Our customer care team will review your complaint and all submitted evidence. We aim to acknowledge all refund requests within 1 business day and provide a resolution within 3–5 business days.
5. Step 5 — Resolution:
   If your refund request is approved, we will process the refund using the method outlined in Section 6 of this policy. You will be notified by email once the refund has been processed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive the funds will depend on your original payment method:

Please note that processing times may vary depending on your bank or payment provider. Apache Pizza is not responsible for any additional delays caused by third-party financial institutions. If you have not received your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following situations:

• Only some items in your order were missing or incorrect, while the rest of the order was delivered as expected.
• The quality concern related to only part of your order.
• You have already consumed a portion of the order before identifying the issue.
• The refund request relates to a delivery charge only, rather than the food items themselves.
• A promotional discount was applied to the original order, and the refund value is adjusted to reflect the actual amount paid for the specific item(s) in question.

The amount of any partial refund will be communicated to you clearly before processing. If you disagree with the partial refund offered, you may refer your complaint to our dispute resolution process outlined in Section 10.

8. Exchange Policy

In circumstances where a refund may not be the most appropriate resolution, Apache Pizza may offer an exchange or replacement instead. This may include:

• Replacement Meal: If your original order was incorrect or of poor quality, we may offer to prepare and deliver a replacement at no additional charge, subject to availability and the location of the relevant store.
• Store Credit / Voucher: In lieu of a monetary refund, we may offer store credit or a voucher of equivalent value to be used on a future order.
• Complementary Items: In cases where the issue is minor, we may offer complimentary items on your next order as a gesture of goodwill.

Any exchange or replacement offer is made at the discretion of Apache Pizza and does not affect your statutory rights as a consumer under Irish law.

9. Cancellation Policy

Due to the perishable and time-sensitive nature of freshly prepared food, our cancellation policy is as follows:

9.1 Cancellation Before Order Preparation Begins

If you wish to cancel your order and the preparation of your food has not yet commenced, you may be entitled to a full refund. To cancel an order before preparation begins, you must contact us immediately by telephone or through the website. Please note that food preparation typically begins within minutes of an order being placed, so early contact is essential.

9.2 Cancellation After Order Preparation Has Begun

Once your order has entered the preparation stage, cancellations may not be accepted as the food is being freshly prepared specifically for you. In such cases, a refund will not be issued unless there is a fault with the order as described in Section 2 of this policy.

9.3 Online Order Cancellation

If you placed your order through apchipizza.com and wish to cancel, please contact us immediately at [email protected]. We will make every effort to accommodate your cancellation request if the order has not yet been prepared or dispatched for delivery.

10. Dispute Resolution Process

Apache Pizza is committed to resolving all complaints fairly and efficiently. If you are not satisfied with the outcome of your refund request, you have the following options:

10.1 Internal Escalation

If you are unhappy with the initial response from our customer care team, you may request that your complaint be escalated to a senior member of our management team. Please make this request in writing to [email protected], clearly stating that you wish to escalate your complaint and including your original complaint reference number.

10.2 Alternative Dispute Resolution (ADR)

If your complaint remains unresolved after going through our internal escalation process, you have the right to seek Alternative Dispute Resolution (ADR). Ireland provides access to several ADR bodies and schemes, including:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance on consumer rights in Ireland. You can contact the CCPC at www.ccpc.ie.
• European Online Dispute Resolution (ODR) Platform: For online purchases, EU consumers may use the European Commission's ODR platform at ec.europa.eu/consumers/odr.
• Small Claims Court: You may also pursue your complaint through the Irish Small Claims Court for claims up to €2,000. More information is available at www.courts.ie.

10.3 Your Statutory Rights

Nothing in this Refund Policy limits or affects your statutory rights as a consumer under Irish or EU law. If your statutory rights provide for a remedy that differs from this policy, your statutory rights will take precedence.

11. Allergen and Food Safety Complaints

We take all allergen and food safety complaints extremely seriously. If you believe you have experienced an adverse reaction due to an undeclared allergen in your food, please:

• Seek appropriate medical attention immediately if required.
• Contact us as soon as possible at [email protected] with full details of your order and the nature of the reaction.
• Retain any remaining food and packaging, as this may be needed for investigation purposes.

Allergen-related complaints will be treated as a priority and will be escalated to our food safety team immediately. In serious cases, we may also be required to notify the Food Safety Authority of Ireland (FSAI) in accordance with our legal obligations under the Food Safety Authority of Ireland Act 1998 and EU food safety regulations.

12. Policy Amendments

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

13. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the details below: