Refund Policy

1. Introduction

At Blaze Pizza, customer satisfaction is our top priority. We strive to ensure that every pizza we deliver meets our high standards for quality and service. However, we understand that sometimes things don't go as planned. This Refund Policy outlines the conditions under which we offer refunds and how to request them.

2. Refund Eligibility

We are committed to providing quality products and excellent service. You may be eligible for a refund under the following circumstances:

2.1 Order Quality Issues

• Incorrect Order: If you receive an order that doesn't match what you ordered (wrong pizza, missing items, or incorrect toppings)
• Food Quality: If the quality of the food you received is substandard (cold, burnt, undercooked, or otherwise not up to our standards)
• Foreign Objects: If you find any foreign object in your food

2.2 Delivery Issues

• Excessive Delay: If your delivery is significantly delayed beyond our estimated delivery time (typically more than 30 minutes past the estimated delivery time), without prior notification
• Damaged During Delivery: If your order is damaged during the delivery process
• Undelivered Order: If your order was never delivered despite being marked as delivered in our system

2.3 Technical Issues

• Double Charging: If you were charged multiple times for the same order
• System Errors: If a technical error resulted in problems with your order or payment

3. Refund Options

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

3.1 Full Refund

A complete refund of the purchase price, including taxes and delivery fees, returned to your original payment method.

3.2 Partial Refund

A refund for specific items that were problematic, missing, or incorrect.

3.3 Store Credit

Credit applied to your Blaze Pizza account that can be used for future orders. In some cases, we may offer additional credit as a goodwill gesture.

3.4 Replacement

We may offer to remake and deliver your order at no additional cost, depending on the circumstances and your location.

4. How to Request a Refund

If you experience an issue with your order that qualifies for a refund, please follow these steps to request one:

4.1 Timeframe

Refund requests should be submitted within 24 hours of receiving your order or experiencing the issue. This allows us to investigate while the incident is still recent.

4.2 Required Information

When requesting a refund, please be prepared to provide:

• Your order number
• Date and time of order
• Specific details about the issue
• Photos of the issue (if applicable and available)
• Your contact information

4.3 Contact Methods

You can request a refund through any of the following channels:

5. Refund Processing Time

Once your refund request has been approved, please be aware of the following processing times:

5.1 Initial Review

We aim to review all refund requests within 24-48 hours of submission.

5.2 Credit Card Refunds

Refunds to credit or debit cards typically take 3-10 business days to appear on your statement, depending on your financial institution's policies. While we process refunds immediately upon approval, your bank may take additional time to reflect the refund in your account.

5.3 Store Credits

Store credits are usually applied to your account immediately after approval.

5.4 Other Payment Methods

For refunds to other payment methods, such as PayPal or digital wallets, processing times vary based on the specific service provider's policies.

6. Exceptions and Limitations

6.1 Non-Refundable Situations

Refunds may not be available in the following situations:

• Personal taste preferences (if the order was prepared correctly according to your specifications)
• Issues reported more than 24 hours after delivery
• Orders that have been consumed entirely or mostly (except in cases of food safety issues)
• Refund requests without sufficient information to verify the claim
• Excessive or repeated refund requests from the same customer that suggest potential abuse of our policy

6.2 Special Promotions and Discounts

Orders placed using special promotions, discounts, or rewards may be subject to different refund terms, which will be specified in the terms and conditions of those offers.

6.3 Third-Party Delivery Services

If you ordered Blaze Pizza through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), refund requests must be submitted through that platform according to their policies. While we will work with these services to resolve issues, the refund process is subject to their terms and conditions.

7. Special Cases

7.1 Large Orders

For catering or large orders (typically 10 or more pizzas), please contact us as soon as possible if there are any issues. Special arrangements may be made based on the specific circumstances.

7.2 Seasonal or Limited-Time Offers

For seasonal items or limited-time offers that are no longer available, we may not be able to offer a replacement. In such cases, a refund or store credit will be provided.

7.3 Gift Cards

Purchased gift cards are generally non-refundable. However, if there are issues with gift card activation or usage, please contact our customer service team for assistance.

8. Customer Satisfaction Guarantee

Beyond our standard refund policy, we offer a Customer Satisfaction Guarantee. If you're not completely satisfied with your Blaze Pizza experience for any reason, please let us know, and we'll work to make it right. Our goal is to ensure every customer leaves happy, whether that's through a refund, replacement, or other solution.

9. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage customers to review this policy periodically for updates.

10. Contact Us

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us through one of the following methods:

Our customer service team is available 7 days a week from 10:00 AM to 10:00 PM EST.