Refund Policy

1. Overview

At Glass Nickel Pizza, we are committed to delivering exceptional food and service to every customer. Our refund policy reflects our dedication to customer satisfaction while maintaining fair business practices.

This policy applies to all orders placed through our restaurant, online ordering system, third-party delivery platforms, and catering services. We reserve the right to modify this policy at any time, and changes will be effective immediately upon posting.

2. Eligibility for Refunds

Refund requests must meet specific criteria to be considered eligible:

Timeframe Requirements

• Refund requests must be made within 24 hours of order pickup or delivery
• For catering orders, requests must be made within 2 hours of scheduled delivery time
• Online order cancellations must be requested within 5 minutes of order placement

Proof of Purchase

• Valid receipt or order confirmation number required
• Credit card or payment method verification may be requested
• Customer contact information must match order details

Valid Refund Conditions

• Food quality issues (undercooked, overcooked, or spoiled items)
• Incorrect order received (wrong items, missing ingredients, or allergenic ingredients included)
• Delivery issues beyond customer control (significantly delayed orders over 60 minutes late)
• Restaurant error in order preparation or processing

3. Non-Refundable Items and Services

The following items and situations are not eligible for refunds:

• Orders that have been fully or partially consumed
• Custom pizza orders with special toppings or modifications
• Change of mind or preference after order completion
• Delivery delays due to weather conditions or circumstances beyond our control
• Orders canceled after food preparation has begun (after 5 minutes of placement)
• Gift cards and promotional items
• Third-party delivery fees (fees must be disputed with delivery service)
• Orders placed using promotional codes or discounts (store credit may be offered instead)
• Catering orders canceled less than 24 hours before scheduled delivery

4. Refund Process

To request a refund, please follow these steps:

1. Contact Us Immediately
   Call us at +1 860-567-0043 or email [email protected] with your order details and the reason for your refund request.
2. Provide Required Information
   Have your order confirmation number, receipt, and contact information ready. Describe the issue clearly and provide photos if applicable.
3. Manager Review
   A manager will review your request within 2 hours during business hours. We may ask additional questions or request additional documentation.
4. Resolution Decision
   You will be notified of our decision via phone or email. If approved, we will process your refund or offer an alternative solution.
5. Refund Processing
   Approved refunds will be processed within 1-3 business days. You will receive confirmation once the refund has been initiated.

5. Refund Methods and Timeframes

Refunds will be processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days for refund to appear on statement
• Cash Payments: Immediate refund available in-store or mailed check within 7 days
• Online Payments: 1-3 business days processing time
• Gift Cards: Refunded as store credit or new gift card

Alternative Refund Options

• Store credit for future orders (no expiration date)
• Replacement order of equal or lesser value
• Partial refund for portion of order affected by issue

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

Exchange Options

• Immediate Replacement: For incorrect orders, we can prepare a replacement order right away
• Future Order Credit: Store credit for the full order value, usable on any future purchase
• Upgraded Replacement: Enhanced version of your original order at no additional cost
• Different Menu Item: Exchange for a different item of equal or lesser value

Exchange Benefits

• Faster resolution than refund processing
• Ensures you receive the quality meal you expected
• No waiting for payment processing
• Opportunity to try other menu items

7. Damaged or Defective Items

Special procedures apply for orders that arrive damaged or with quality issues:

Immediate Action Required

• Do not consume any damaged or spoiled food items
• Take photos of the damaged items and packaging
• Contact us immediately at +1 860-567-0043
• Keep all packaging and non-consumed portions for inspection if required

Resolution Options

• Full Refund: Complete refund for damaged or inedible items
• Immediate Replacement: New order prepared and delivered at no charge
• Partial Refund: Refund for affected items only if order partially salvageable
• Compensation: Additional credit for inconvenience caused

8. Contact Information for Refund Requests