Refund and Return Policy

Last updated: January 1, 2025

1. Overview

At Pizza73, we are committed to providing high-quality products and excellent customer service. This Refund and Return Policy outlines the circumstances under which refunds, returns, or replacements may be provided for orders placed through our website (pizza73-a.com).

Please read this policy carefully. By placing an order with us, you agree to the terms outlined in this policy, as well as our Terms of Service.

2. Order Cancellation

2.1 Cancellation Window

You may cancel your order within 5 minutes of placing it without any penalty or charges. After 5 minutes, your order enters our preparation process and cancellation may not be possible.

2.2 How to Cancel

To cancel an order, please contact us immediately:

2.3 Cancellation After 5 Minutes

If you request cancellation after the 5-minute window, we will attempt to accommodate your request, but cancellation is not guaranteed. If cancellation is possible, a partial refund may be provided, minus any costs incurred for preparation.

3. Refund Eligibility

3.1 Qualifying Circumstances for Refunds

Refunds may be provided in the following circumstances:

  • Order Cancellation: Orders cancelled within 5 minutes of placement
  • Wrong Order: You received items different from what you ordered
  • Quality Issues: Food is spoiled, contaminated, or significantly below expected quality
  • Missing Items: Items from your order are missing upon delivery
  • Late Delivery: Delivery is significantly delayed beyond the estimated time (more than 60 minutes late) through no fault of the customer
  • Delivery Failure: We are unable to complete delivery due to our error
  • Allergy Concerns: Order contains allergens not disclosed or requested to be excluded

3.2 Non-Refundable Circumstances

Refunds will NOT be provided for:

  • Change of mind after the 5-minute cancellation window
  • Food that has been consumed (unless there is a quality or safety issue)
  • Late delivery due to customer-provided incorrect address or unavailability
  • Customer refusal to accept delivery without valid reason
  • Orders cancelled after preparation has begun (unless quality issue)
  • Dislike of taste or flavor (subjective preferences)
  • Orders placed more than 30 days ago

4. Refund Process

4.1 How to Request a Refund

To request a refund, please contact us within 24 hours of receiving your order:

Please provide:

  • Your order number
  • Reason for refund request
  • Photos (if applicable, e.g., quality issues, wrong items)
  • Your contact information

4.2 Refund Review Process

We will review your refund request within 2 business days and respond to you via email or phone. We may request additional information or photos to process your request.

4.3 Refund Approval

If your refund is approved:

  • We will process the refund to your original payment method
  • Refunds typically appear in your account within 5-10 business days
  • Processing time may vary depending on your bank or payment provider
  • You will receive a confirmation email once the refund is processed

5. Partial Refunds

In some cases, we may provide a partial refund:

  • If only part of your order has an issue
  • If you cancel after the 5-minute window but before preparation is complete
  • If delivery is delayed but eventually completed

The partial refund amount will be calculated based on the specific circumstances and items affected.

6. Replacement Orders

Instead of a refund, we may offer to replace incorrect or defective items:

  • We will deliver replacement items at no additional cost
  • Replacement delivery will be scheduled as soon as possible
  • You may choose between a replacement or refund

7. Delivery Fee Refunds

Delivery fees are refundable in the following circumstances:

  • Order is cancelled within 5 minutes
  • We are unable to complete delivery due to our error
  • Order is significantly delayed (more than 60 minutes) through our fault

Delivery fees are NOT refundable if:

  • You provide an incorrect address
  • You are unavailable to receive delivery
  • You refuse delivery without valid reason

8. Consumer Protection Rights (Quebec)

If you are a consumer in Quebec, you have certain rights under the Consumer Protection Act (Quebec), including:

  • Right to cancel certain contracts within specified timeframes
  • Right to receive goods as described
  • Right to fair treatment and non-discrimination

This policy does not limit your statutory consumer rights. If you believe your consumer rights have been violated, you may contact:

Office de la protection du consommateur
400 Jean-Lesage Boulevard, Suite 450
Quebec City, QC G1K 8W1
Phone: 1-888-672-2556
Website: www.opc.gouv.qc.ca

9. Chargebacks and Disputes

If you initiate a chargeback or dispute with your payment provider, we will work with you and your payment provider to resolve the issue. However, we encourage you to contact us first so we can address your concerns directly.

Filing a chargeback without first contacting us may result in your account being suspended or terminated.

10. Gift Cards and Promotional Credits

Gift cards and promotional credits are non-refundable unless required by law. Unused gift card balances do not expire.

11. Processing Time

Refund processing times:

  • Review Time: 2 business days
  • Processing Time: 1-3 business days after approval
  • Bank Processing: 5-10 business days to appear in your account

Total time from request to refund appearing in your account: typically 8-15 business days.

12. Currency

All refunds are processed in Canadian dollars (CAD) to your original payment method. If you paid in a different currency, the refund amount will be converted at the current exchange rate, which may differ from the original transaction rate.

13. Contact Information

For refund requests or questions about this policy, please contact us:

Pizza73 Customer Service
5401 Bd des Galeries
Québec, QC G2K 1N4
Canada
Phone: +1 (416) 515-1930
Email: support@pizza73-a.com
Hours: Monday - Sunday, 11:00 AM - 10:00 PM EST

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be notified by posting the updated policy on this page with a new "Last updated" date. Your continued use of our Service after changes become effective constitutes acceptance of the updated policy.

15. Questions

If you have questions about this Refund Policy, please contact us using the information provided above. We are committed to resolving any issues fairly and promptly.

Last updated: January 1, 2025