Refund Policy - Imo's Pizza

1. Introduction

At Imo's Pizza, we take pride in providing high-quality food and excellent service. We understand that sometimes issues may arise with your order. This Refund Policy outlines the circumstances under which we provide refunds, store credits, or replacements for orders placed through our website at imospizza.com, our mobile application, or by phone.

Our goal is to ensure your complete satisfaction with every order. If you're not satisfied with your order for any reason, please let us know as soon as possible so we can make it right.

2. Order Issues

2.1 Quality Issues

If you receive food that does not meet our quality standards (e.g., undercooked, overcooked, cold upon delivery when it should be hot), please contact us within 30 minutes of receiving your order. We may offer a replacement, store credit, or refund depending on the circumstances.

2.2 Incorrect Orders

If your order is incorrect (e.g., wrong toppings, missing items, wrong items), please contact us within 30 minutes of receiving your order. We will verify the original order details and may offer a replacement, store credit, or refund for the affected items.

2.3 Late Delivery

While we strive to deliver all orders within the estimated delivery time provided at checkout, occasionally delays may occur due to factors beyond our control (e.g., extreme weather, traffic conditions). If your delivery is significantly delayed (more than 30 minutes beyond the estimated time), please contact us. We may offer a partial refund or store credit as compensation.

2.4 Damaged Orders

If your order arrives damaged (e.g., pizza toppings shifted to one side, spilled beverages), please contact us within 30 minutes of receiving your order, preferably with a photo of the damaged item. We will provide a replacement, store credit, or refund based on the extent of the damage.

3. How to Request a Refund

To request a refund, replacement, or store credit, please contact us using one of the following methods:

Phone: Call us at +448372487332
Email: Send an email to [email protected]
Online: Submit a request through the "Contact Us" form on our website
In-Person: Visit the location where you placed your order

Please include the following information in your request:

Order number or confirmation code
Date and time of the order
Description of the issue
Photos of the affected items (if applicable)
Your preferred solution (refund, replacement, or store credit)

4. Refund Processing

4.1 Refund Methods

Refunds will be processed using the original payment method used for the order:

Credit/Debit Card: Refunds will be issued to the original card used for the purchase.
PayPal/Digital Wallets: Refunds will be processed to the original PayPal account or digital wallet.
Cash: For orders paid with cash, refunds may be issued as store credit or cash refund if you visit the store in person.

4.2 Refund Timing

Once approved, refunds are typically processed within 1-3 business days. However, it may take 5-10 business days for the refund to appear in your account, depending on your financial institution's policies.

4.3 Partial Refunds

In some cases, we may issue partial refunds if only part of your order was affected. The refund amount will be based on the price of the affected items.

5. Store Credits

In some situations, we may offer store credits instead of refunds. Store credits:

Can be used for future orders at any Imo's Pizza location
Are typically valid for 90 days from the date of issue
Cannot be converted to cash
May be issued as a digital code or added to your account if you have one

6. Non-Refundable Items and Situations

The following situations generally do not qualify for refunds:

Personal taste preferences (e.g., you didn't like the flavor combination you ordered)
Orders reported more than 24 hours after delivery or pickup
Orders that have been more than 50% consumed
Special orders or custom items specifically prepared at your request
Delivery fees, unless the delivery was significantly late or not completed
Orders where evidence of the issue cannot be verified

However, we evaluate each situation on a case-by-case basis and strive to resolve all customer concerns fairly.

7. Canceled Orders

7.1 Customer Cancellations

If you need to cancel an order, please contact us as soon as possible:

Orders canceled before preparation begins may be eligible for a full refund.
Orders canceled after preparation has begun but before delivery or pickup may be eligible for a partial refund or store credit.
Orders that have already been delivered or picked up cannot be canceled.

7.2 Restaurant Cancellations

In rare cases, we may need to cancel an order due to circumstances beyond our control (e.g., technical issues, ingredient shortages, extreme weather). If we cancel your order, you will receive a full refund to your original payment method.

8. Special Promotions and Discounts

Refunds for orders placed using special promotions, discounts, or coupons will be handled as follows:

The refund amount will be based on the actual amount paid after applying any discounts or promotions.
One-time use promotional codes that have been applied to a refunded order generally cannot be reused.
For Buy One Get One (BOGO) or similar offers, if only one item is being refunded, the refund will be calculated based on the proportional value of the items.

9. Customer Satisfaction Guarantee

We stand behind the quality of our products. If you're not completely satisfied with your order for any reason, please let us know, and we'll do our best to make it right. Our goal is to ensure that every customer has a positive experience with Imo's Pizza.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes.

11. Contact Us

If you have any questions about this Refund Policy, please contact us at:

Imo's Pizza
Flat 72z Gray Manors
East Ashleychester, L2 2TX
United States

Email: [email protected]
Phone: +448372487332