Our Commitment to Customer Satisfaction
At Imo's Pizza, we are committed to providing our customers with high-quality products and exceptional service. We take pride in preparing and delivering delicious food made with fresh ingredients. However, we understand that occasionally issues may arise. This Refund Policy outlines the circumstances under which we offer refunds, store credits, or replacements for orders placed through our website, mobile application, or by phone.
Your satisfaction is our priority, and we aim to resolve any issues in a fair and timely manner. If you have any questions about this policy, please don't hesitate to contact our customer service team.
Eligible Refund Scenarios
We may provide a full or partial refund, store credit, or replacement in the following situations:
1. Order Quality Issues
- Incorrect Items: If you received items that differ from what you ordered, we will offer a refund for the incorrect items or replace them with the correct items.
- Missing Items: If items are missing from your order, we will refund the cost of the missing items or arrange for them to be delivered to you.
- Food Quality: If you're not satisfied with the quality of the food (e.g., cold, improperly prepared, or containing foreign objects), we will offer a refund or replacement.
2. Delivery Issues
- Late Delivery: If your delivery is significantly delayed beyond the estimated delivery time (more than 30 minutes) due to reasons within our control, you may be eligible for a partial or full refund.
- Non-Delivery: If your order is not delivered and our records confirm the order was placed and paid for, you will receive a full refund.
3. Technical or System Errors
- Double Charging: If you were charged multiple times for the same order due to a system error, the duplicate charges will be refunded.
- Website/App Errors: If a technical error on our website or app resulted in an incorrect order or charge, we will provide a refund or correction.
4. Allergic Reactions
If you experience an allergic reaction to an ingredient in our food that was not properly disclosed in our menu or that you specifically requested to be excluded from your order, please contact us immediately and seek medical attention if necessary. We will investigate the incident and may offer a refund or compensation based on the circumstances.
Refund Request Process
To request a refund, please follow these steps:
- Contact Us Promptly: Notify us of the issue as soon as possible, preferably within 24 hours of receiving your order. You can contact us through:
- Phone: +44 1558 974551
- Email: [email protected]
- The "Contact Us" form on our website
- In-person at the location where you placed your order (for pickup orders)
- Provide Order Information: Include your order number, date and time of purchase, and a detailed description of the issue you experienced.
- Documentation: If possible, provide photos of the order if there are quality or accuracy issues.
- Review: Our customer service team will review your request and may contact you for additional information if needed.
- Resolution: We will inform you of our decision regarding your refund request within 3 business days.
Refund Methods and Timing
Refund Methods
Refunds will generally be processed using the original payment method:
- Credit/Debit Card Payments: Refunded to the card used for the purchase
- Digital Wallet Payments (e.g., Apple Pay, Google Pay): Refunded to the digital wallet account
- Store Credits or Gift Cards: Refunded as store credit
- Cash Payments (for in-store pickup orders): Refunded in cash if returned to the same store, or via another method if requested
Refund Timing
Once approved, refunds are typically processed as follows:
- We will initiate the refund within 3 business days of approving your request
- Credit/debit card refunds may take an additional 5-10 business days to appear on your statement, depending on your financial institution
- Digital wallet refunds generally process within 1-3 business days
- Store credits are usually applied to your account immediately
Non-Refundable Scenarios
We may not provide refunds in the following situations:
- Personal Preference: If you simply didn't like the taste of the food but there was no quality issue
- Customer Errors: If you provided incorrect delivery information or order details
- Late Pickup: If you failed to pick up your order within a reasonable time after it was ready
- Late Notification: If you notify us of an issue more than 24 hours after receiving your order (except in extraordinary circumstances)
- Third-Party Delivery Services: Issues related to third-party delivery services not directly affiliated with Imo's Pizza (although we may assist you in contacting the delivery service)
However, we evaluate each situation on a case-by-case basis and may make exceptions at our discretion.
Promotional Items and Discounts
For orders that included promotional items, discounts, or special offers:
- If a refund is issued for an order that qualified for a promotional discount, the refund amount will reflect the actual amount paid after the discount was applied
- Free or promotional items that were part of a special offer may not be eligible for cash refunds but may be replaced if defective or incorrect
- If a refund makes the remaining order ineligible for a previously applied discount, the refund amount may be adjusted accordingly
Exceptions and Special Circumstances
We understand that unique situations may arise that aren't specifically covered by this policy. In such cases, please contact our customer service team, and we will work with you to find a fair resolution.
Exceptions may be made in cases of:
- Severe weather or natural disasters affecting delivery
- Medical emergencies
- Significant special occasions that were disrupted
For large catering orders or special events, specific refund terms may be outlined in your catering agreement, which would supersede this general policy.
Repeat Refund Requests
While we strive to provide excellent service with every order, we monitor refund requests to ensure our refund policy is not being misused. If we notice a pattern of frequent refund requests from the same customer, we may:
- Contact you to discuss any recurring issues and how we can better serve you
- Require additional verification for future refund requests
- Limit refund options to store credit or replacement items only
- In extreme cases, reserve the right to decline future orders
Gift Cards and Store Credit
Our policy for gift cards and store credit is as follows:
- Gift cards and store credits are non-refundable for cash except where required by law
- Gift cards and store credits do not expire
- Lost or stolen gift cards may be replaced with proof of purchase
- Store credit may be issued as an alternative to monetary refunds at our discretion or at your request
Modifications 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. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
Contact Us
If you have any questions about this Refund Policy or would like to request a refund, please contact us at:
We appreciate your business and are committed to ensuring your satisfaction with our products and services.
