Refund Policy

At Glass Nickel Pizza, customer satisfaction is our top priority. We are committed to providing exceptional food quality and service excellence. This refund policy outlines our procedures and conditions for processing refund requests to ensure transparency and fairness in all customer transactions.

This policy applies to all orders placed through our website, mobile app, phone orders, and in-person purchases at our restaurant locations. All refund requests are subject to verification and approval based on the terms outlined below.

To qualify for a refund, your request must meet the following specific criteria:

Timeframe Requirements

• Food Quality Issues: Must be reported within 2 hours of delivery or pickup
• Incorrect Orders: Must be reported within 1 hour of delivery or pickup
• Delivery Issues: Must be reported within 30 minutes of scheduled delivery time
• General Concerns: Must be reported within 24 hours of order completion

Product Condition Standards

• Food items must be substantially uneaten (less than 25% consumed)
• Original packaging and containers must be retained
• Photographic evidence may be required for quality-related claims
• Temperature-sensitive items must be maintained at proper storage conditions

Proof of Purchase Documentation

• Valid order confirmation number or receipt
• Payment method verification (credit card last 4 digits or cash receipt)
• Customer contact information matching the original order
• Delivery address or pickup location confirmation

The following items and services are not eligible for refunds under normal circumstances:

Food Items

• Custom or specialty pizzas that were prepared according to customer specifications
• Partially consumed items (more than 25% eaten)
• Items returned more than 2 hours after delivery/pickup without valid quality concerns
• Special dietary items (gluten-free, vegan) unless preparation errors occurred

Services and Add-ons

• Delivery fees for completed deliveries
• Service charges and gratuities
• Third-party delivery platform fees
• Catering deposits after event completion

Promotional Items

• Free items received as part of promotions or loyalty programs
• Discounted items purchased with coupons or special offers
• Gift card purchases (subject to separate gift card terms)

Follow these detailed steps to submit a refund request:

Approved refunds are processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days for funds to appear in your account
• Online Payment Services: 2-3 business days (PayPal, Apple Pay, Google Pay)
• Cash Payments: Immediate cash refund or store credit issued at restaurant location
• Gift Cards: Refunded as store credit or new gift card of equivalent value

Processing Timeframes

• Refund approval notification: Within 3 business days
• Refund processing initiation: Within 24 hours of approval
• Bank/payment processor clearing time: 2-7 business days (varies by institution)
• International payments may require additional processing time

In certain situations, we may offer product exchanges as an alternative to monetary refunds:

Exchange Eligibility

• Incorrect order items can be exchanged for the correct items at no additional cost
• Items with minor quality issues may be exchanged for fresh replacements
• Size or preparation mistakes can be corrected through exchange
• Exchanges must be requested within the same timeframe as refunds

Exchange Process

• Contact our customer service team to arrange the exchange
• Return original items in their original condition and packaging
• Replacement items will be prepared fresh and delivered/made available for pickup
• No additional charges apply for legitimate exchange requests

Exchange vs. Refund Decision Factors

• Customer preference and convenience
• Nature and severity of the original issue
• Availability of replacement items
• Time constraints and operational considerations

We maintain special procedures for handling damaged or defective food items:

Definition of Damaged/Defective Items

• Food items that arrived cold when they should be hot
• Pizzas with burned crusts or undercooked centers
• Items with missing ingredients or incorrect toppings
• Food items contaminated with foreign objects
• Spoiled or expired ingredients detected in prepared food
• Packaging damage that compromised food safety or quality

Immediate Action Protocol

• Stop consuming the item immediately and preserve it for inspection
• Take photographs of the issue for documentation purposes
• Contact our customer service team within 30 minutes of discovery
• Provide detailed description of the defect or damage observed

Resolution Priority

• Health and Safety Issues: Immediate full refund plus investigation
• Quality Defects: Replacement item plus partial credit or full refund
• Preparation Errors: Corrected item prepared fresh at no charge
• Cosmetic Issues: Discount credit or replacement based on impact

Our dedicated customer service team is ready to assist with all refund inquiries and concerns:

Information to Provide When Contacting Support

• Full name and contact information used for the order
• Order confirmation number or receipt details
• Date and time of order placement and delivery/pickup
• Detailed description of the issue or concern
• Photos or documentation of the problem (if applicable)
• Preferred resolution method (refund, exchange, credit)

Emergency Food Safety Concerns

For urgent health and safety issues related to food consumption, contact us immediately at +76 614 839 1764. Our management team is available 24/7 for serious food safety emergencies and will coordinate with appropriate authorities when necessary.

Last Updated: January 2026

Glass Nickel Pizza reserves the right to update this refund policy at any time. Customers will be notified of significant changes via email and website announcements. This policy is effective for all orders placed after the last update date.