Refund Policy

Overview - Our Commitment to You

At Glass nickel pizza, your complete satisfaction is our top priority. We are committed to providing exceptional food quality, outstanding service, and a dining experience that exceeds your expectations. Our comprehensive refund policy is designed to ensure that every customer leaves happy and satisfied.

We understand that occasionally issues may arise with food orders, delivery services, or other aspects of your experience with us. This refund policy outlines our commitment to resolving any concerns promptly and fairly while maintaining the highest standards of customer service.

Refund Eligibility Requirements

To be eligible for a refund, your request must meet the following conditions:

Timeframe for Refund Requests

• Food quality issues must be reported within 2 hours of delivery or pickup
• Delivery-related problems must be reported within 1 hour of scheduled delivery time
• Billing discrepancies must be reported within 48 hours of transaction
• Event catering refund requests must be submitted at least 24 hours before the event

Documentation Requirements

• Valid proof of purchase (receipt, order confirmation, or transaction ID)
• Clear description of the issue or concern
• For food quality issues: photographs of the product when possible
• Contact information for follow-up communication

Product Condition Standards

• Food items must be substantially uneaten (at least 75% remaining)
• Items must be in original packaging or containers
• Temperature-sensitive items must have been stored properly
• No evidence of misuse or contamination by customer

Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and services are non-refundable:

Food Items

• Custom or specialty pizzas that were prepared to customer specifications
• Items that were consumed beyond our return condition standards
• Products that show signs of customer mishandling or improper storage
• Items returned more than 2 hours after delivery/pickup

Services and Fees

• Delivery fees (unless delivery service was not provided)
• Processing fees for online orders
• Gratuity and tips
• Service charges for large orders or events

Special Circumstances

• Gift cards and promotional credits
• Event bookings cancelled less than 24 hours in advance
• Items purchased with promotional discounts exceeding 50%
• Catering orders for events that have already occurred

Step-by-Step Refund Process

Follow these simple steps to request a refund:

1. Contact Us Immediately: Call our customer service line at +7 495 531-09-50 or email [email protected] as soon as you identify an issue with your order.
2. Provide Order Details: Have your receipt, order number, or transaction ID ready. Provide the date and time of your order, items purchased, and payment method used.
3. Describe the Issue: Clearly explain the problem you experienced. Be specific about food quality issues, delivery problems, or any other concerns.
4. Submit Documentation: If requested, provide photographs of food quality issues or any other relevant documentation via email or through our mobile app.
5. Manager Review: A customer service manager will review your request within 2 hours during business hours. They may contact you for additional information if needed.
6. Resolution Approval: Once approved, you'll receive confirmation of your refund amount and expected processing time via email or phone.
7. Refund Processing: Your refund will be processed according to the timeline specified in our refund methods section below.

Refund Methods and Processing Times

We process all approved refunds through your original payment method unless otherwise requested:

Credit and Debit Cards

• Processing time: 3-5 business days
• Refunds appear as credit on your statement
• Full purchase amount including applicable taxes
• Confirmation email sent once processing begins

Cash Payments

• Immediate refund available at restaurant location
• Store credit option for future purchases
• Valid ID required for cash refunds over $25
• Receipt required for all cash refund requests

Online Payment Services

• PayPal, Apple Pay, Google Pay: 1-3 business days
• Venmo and similar services: 2-4 business days
• Bank transfers: 3-7 business days
• Processing may take longer during holidays

Gift Cards and Store Credit

• Instant processing for store credit refunds
• No expiration date on refund credits
• Can be used for future orders or catering
• Transferable to other customers with proper documentation

Exchanges vs. Refunds Policy

We offer both exchanges and refunds depending on your preference and the nature of the issue:

When Exchanges Are Preferred

• Incorrect order items (wrong toppings, size, or style)
• Food temperature issues (cold pizza, warm drinks)
• Minor food quality concerns that can be remedied
• When you want to try a different menu item

Exchange Process

• Contact us within 1 hour of receiving your order
• Return original items when possible
• Receive replacement items at no additional charge
• Priority preparation for exchange orders

When Full Refunds Are Appropriate

• Severe food quality or safety issues
• Complete delivery failure or extreme delays
• Billing errors or overcharges
• When customer no longer wants food items

Damaged or Defective Items Policy

We maintain special policies for items that arrive damaged or are defective:

Immediate Response Protocol

• Do not consume items that appear damaged or contaminated
• Contact us immediately at +7 495 531-09-50
• Preserve items for inspection if possible and safe
• Take photographs for documentation purposes

Types of Damage We Cover

• Food items that arrive cold when they should be hot
• Packaging that is broken, leaking, or compromised
• Pizzas that are burnt, undercooked, or incorrectly prepared
• Items that show signs of contamination or foreign objects
• Beverages that are flat, warm, or have broken seals

Special Damage Procedures

• Automatic full refund for all damaged items
• No requirement to return damaged food for safety reasons
• Replacement order offered at no additional charge
• Investigation of damage cause to prevent future issues
• Follow-up contact to ensure satisfaction

Food Safety Priority

• Your health and safety are our top concerns
• When in doubt, we err on the side of caution
• Full documentation of incidents for quality improvement
• Training updates for staff based on reported issues