Refund Policy

1. Overview

At Ledo Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service. This Refund Policy outlines the conditions and procedures for requesting refunds on orders placed through our website, mobile app, or in-store purchases.

We understand that sometimes orders may not meet your expectations, and we strive to resolve any issues promptly and fairly. This policy applies to all food orders, catering services, and related products purchased from Ledo Pizza.

2. Refund Eligibility

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

2.1 Timeframe Requirements

• Food Orders: Refund requests must be made within 24 hours of order delivery or pickup
• Catering Orders: Refund requests must be made within 48 hours of the scheduled event
• Online Orders: Cancellation requests must be made before food preparation begins
• Pre-Orders: Cancellations must be made at least 2 hours before scheduled pickup time

2.2 Valid Reasons for Refunds

• Incorrect order delivered (wrong items, missing items)
• Food quality issues (cold, overcooked, undercooked, or spoiled)
• Food safety concerns or contamination
• Delivery issues beyond customer control
• Restaurant error in order preparation
• Billing discrepancies or duplicate charges

2.3 Proof of Purchase

To process your refund request, you must provide:

• Original receipt or order confirmation number
• Photo evidence of the issue (if applicable)
• Description of the problem encountered
• Contact information for follow-up

3. Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Change of Mind: Orders where customer simply changed their mind
• Taste Preferences: Personal dislike of correctly prepared food
• Partially Consumed Orders: Items that have been substantially consumed (more than 50%)
• Custom Orders: Specially prepared items made to customer specifications
• Promotional Items: Free items received through promotions or coupons
• Gift Cards: Purchased gift cards (subject to state law requirements)
• Late Requests: Refund requests made after the specified timeframe
• Third-Party Delivery: Issues caused by third-party delivery services (refunds handled by delivery provider)
• Customer Unavailability: Failed delivery due to incorrect address or customer unavailability
• Weather-Related Delays: Delays caused by severe weather conditions

4. Refund Process

Follow these steps to request a refund:

1. Contact Customer Service
   Call us at +1 206-283-3313 or email [email protected] within the eligible timeframe. Provide your order number and describe the issue clearly.
2. Provide Documentation
   Submit your receipt, order confirmation, and any photographic evidence of the problem. This helps us process your request quickly.
3. Initial Review
   Our customer service team will review your request within 24 hours and may contact you for additional information if needed.
4. Investigation
   We may conduct an internal investigation, including speaking with store staff and reviewing order details to understand what occurred.
5. Decision Notification
   You will receive notification of our decision via email or phone within 2-3 business days of submitting your request.
6. Refund Processing
   If approved, your refund will be processed according to our refund methods policy outlined below.

5. Refund Methods

5.1 Payment Method Refunds

Refunds will be processed to your original payment method whenever possible:

• Credit Cards: 3-5 business days for refund to appear on statement
• Debit Cards: 3-7 business days depending on your bank
• PayPal: 1-3 business days to PayPal account
• Mobile Payments: 1-3 business days (Apple Pay, Google Pay, etc.)
• Cash Purchases: Cash refund available at store location with receipt

5.2 Alternative Refund Options

In certain circumstances, we may offer alternative compensation:

• Store Credit: Valid for 12 months from issue date
• Replacement Order: New order of equal or lesser value
• Discount Voucher: Percentage off future orders

5.3 Processing Timeframes

Please note that while we initiate refunds promptly, the time for funds to appear in your account depends on your financial institution's processing times. We are not responsible for delays caused by banks or payment processors.

6. Exchanges Policy

Due to the nature of food products, traditional exchanges are not always possible. However, we offer the following alternatives:

6.1 Order Replacement

• Complete order remake for quality issues
• Correction of incorrect orders at no additional charge
• Same-day replacement when possible

6.2 Menu Substitutions

• Alternative menu items of equal value
• Upgrade to premium items with price adjustment
• Customization adjustments for dietary restrictions

6.3 When Exchanges Are Preferred

We may recommend an exchange over a refund when:

• The issue can be quickly resolved with a remake
• You prefer to receive food rather than a refund
• Store credit would be more beneficial for future orders

7. Damaged or Defective Items

7.1 Immediate Reporting

For damaged or defective items, please contact us immediately upon discovery. Do not consume items that appear spoiled, contaminated, or unsafe.

7.2 Documentation Requirements

• Clear photographs of damaged items
• Description of the defect or damage
• Order details and receipt information
• Packaging condition if applicable

7.3 Expedited Processing

Food safety and quality issues receive priority processing:

• Immediate investigation within 4 hours
• Same-day resolution when possible
• Full refund or replacement guaranteed
• Additional compensation for significant inconvenience

7.4 Health and Safety Concerns

If you experience illness or have health concerns related to our food, please:

• Seek medical attention if necessary
• Report the incident to us immediately
• Preserve the food item for potential testing
• Provide medical documentation if seeking compensation

8. Contact Information

For all refund requests and customer service inquiries, please contact us using the information below: