Refund Policy

1. Overview

At Blackjack pizza, customer satisfaction is our top priority. We stand behind the quality of our food and services. This Refund Policy outlines our commitment to addressing any concerns you may have with your order and the procedures for requesting refunds or exchanges.

2. Eligibility for Refunds

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

Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant
• Takeout orders: Refund requests must be made within 2 hours of pickup
• Delivery orders: Refund requests must be made within 1 hour of delivery
• Catering orders: Refund requests must be made within 24 hours before the scheduled event

Proof of Purchase

• Original receipt or order confirmation
• Valid order number or transaction ID
• Credit card or payment method used for the transaction

Product Condition

• Food items must be substantially unconsumed (less than 25% consumed)
• Items must be returned in their original packaging when applicable
• Clear documentation of quality issues (photos may be requested)

3. Non-Refundable Items and Services

The following items and situations are not eligible for refunds:

• Customized orders: Items specifically prepared to your personal preferences that meet order specifications
• Promotional items: Free items or promotional offers included with purchases
• Digital products: Gift cards, loyalty points, or digital vouchers (unless required by law)
• Consumed items: Food or beverages that have been substantially consumed (more than 50%)
• Late cancellations: Orders cancelled after preparation has begun
• No-show catering: Catering orders where customer fails to receive delivery without prior notice
• Change of mind: Simple changes in preference after order fulfillment
• Events beyond our control: Weather delays, traffic conditions, or third-party delivery service issues

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Us Immediately

• Call us at +1 418-872-4386 during business hours
• Email us at [email protected]
• Speak with a manager if dining in the restaurant
• Contact our delivery driver immediately if there's an issue with delivery

Step 2: Provide Required Information

• Your name and contact information
• Order number or receipt details
• Date and time of order
• Specific reason for the refund request
• Photos of the issue (if applicable)

Step 3: Return Process

• Keep all food items and packaging until instructed otherwise
• Follow any specific return instructions provided by our team
• Allow our staff to inspect items if dining in
• Provide any additional documentation requested

Step 4: Resolution

• We will review your request within 1 business day
• You will be contacted with our decision and next steps
• If approved, refund processing will begin immediately

5. Refund Methods and Timing

Refund Methods

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunded to the original card used for payment
• Cash Payments: Cash refunds provided on-site or store credit
• Digital Payments: Refunded through the original digital payment platform
• Gift Cards: Refunded as store credit or new gift card

Processing Timeframes

• Cash refunds: Immediate (when paying in-store)
• Debit card refunds: 1-3 business days
• Credit card refunds: 3-5 business days
• Digital wallet refunds: 1-5 business days (varies by provider)
• Store credit: Immediate

Note: Processing times may vary depending on your financial institution's policies.

6. Exchange Policy

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

Exchange Options

• Item replacement: Same item prepared fresh
• Menu substitution: Different item of equal or lesser value
• Store credit: Credit for future purchases
• Upgrade compensation: Enhanced version of your order

Exchange Benefits

• Faster resolution than refund processing
• Opportunity to try something new from our menu
• Maintains your dining experience with us
• Often includes additional compensation for the inconvenience

7. Damaged or Defective Items

We have special procedures for handling damaged, defective, or incorrectly prepared items:

Immediate Actions

• Stop consumption: Do not continue eating the affected item
• Preserve evidence: Keep the item and packaging intact
• Document the issue: Take photos if safe to do so
• Contact us immediately: Call or inform staff right away

Our Response

• Immediate replacement: Fresh preparation of the correct item
• Full refund: Complete refund of the affected item(s)
• Additional compensation: Store credit or discount on future orders
• Investigation: Review of preparation processes to prevent recurrence

Quality Guarantee

8. Special Circumstances

Food Allergies and Dietary Restrictions

• Items that contain undisclosed allergens will receive immediate full refunds
• We will cover any reasonable additional costs incurred
• Special priority processing for health and safety related issues

Large Orders and Catering

• Partial refunds available for partially satisfactory large orders
• Advance notice required for catering order cancellations
• Flexible rescheduling options for catering events
• Graduated refund percentages based on notice period

Delivery Issues

• Late deliveries beyond estimated time receive automatic discounts
• Cold or damaged food from delivery issues eligible for full refund
• Incorrect delivery addresses (customer error) may incur redelivery fees
• Weather-related delays handled case-by-case

9. Dispute Resolution

If you are not satisfied with our initial refund decision:

• Escalation: Request to speak with a manager or supervisor
• Review process: We will conduct a thorough review of your case
• Additional documentation: You may be asked to provide additional information
• Final decision: We will provide a final decision within 3 business days
• External resolution: Information about consumer protection agencies if needed

10. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our business practices, legal requirements, or to better serve our customers. Key points about policy updates:

• Notification: Customers will be notified of significant policy changes
• Effective date: Changes take effect 30 days after posting
• Grandfathering: Existing orders are generally governed by the policy in effect at time of purchase
• Access: Current policy always available on our website and in-store

Thank you for choosing Blackjack pizza. We value your business and are committed to ensuring your complete satisfaction with every order.