Refund Policy

1. Overview

At Glass nickel pizza, we are committed to your complete satisfaction. We understand that sometimes a product or service may not meet your expectations, and we want to make the refund process as straightforward as possible.

This refund policy outlines the terms and conditions under which refunds will be processed for purchases made at our restaurant, through our online ordering system, or via delivery services. By making a purchase, you acknowledge that you have read, understood, and agree to be bound by this refund policy.

We strive to provide high-quality food and exceptional service. If you experience any issues with your order, we encourage you to contact us immediately so we can address your concerns promptly and fairly.

2. Eligibility for Refunds

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

• Timeframe: Refund requests must be made within 24 hours of purchase for dine-in orders, and within 2 hours for delivery or takeout orders.
• Proof of Purchase: You must provide a valid receipt, order confirmation, or transaction reference number.
• Product Condition: Food items must be substantially unconsumed (at least 75% remaining) to qualify for a full refund.
• Valid Reason: Refunds are granted for quality issues, incorrect orders, food safety concerns, or service problems beyond reasonable expectations.
• Original Payment Method: Refunds will be processed to the original payment method used for the purchase.
• Documentation: For quality or safety concerns, photographic evidence may be required to process the refund.

Special consideration will be given to customers with food allergies or dietary restrictions if their specific requirements were not met despite clear communication at the time of ordering.

3. Non-Refundable Items

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

• Gift Cards and Vouchers: All gift cards, promotional vouchers, and discount coupons are non-refundable.
• Consumed Food: Orders that have been substantially consumed (less than 25% remaining) are not eligible for refunds.
• Special Events: Catering orders, party packages, and special event bookings may have different refund policies outlined in separate agreements.
• Third-Party Services: Delivery fees charged by third-party delivery services are subject to their individual refund policies.
• Promotional Items: Free items received through promotions, discounts, or loyalty programs cannot be refunded individually.
• Custom Orders: Specially customized pizzas or dishes made to specific customer requirements may not be refundable unless there was an error in preparation.
• Change of Mind: Refunds will not be provided for customers who simply change their mind about their order after it has been prepared.

4. Refund Process

To request a refund, please follow these steps:

Step 1: Contact Us Immediately

• Call our restaurant directly at +1 860-567-0043
• Email us at [email protected] with your order details
• Speak with a manager if dining in

Step 2: Provide Required Information

• Order number or receipt number
• Date and time of purchase
• Detailed description of the issue
• Photos if applicable (quality or safety concerns)

Step 3: Review and Assessment

• Our team will review your refund request within 2 hours
• We may ask additional questions or request more information
• A manager will assess the situation and determine the appropriate resolution

Step 4: Resolution

• If approved, we will process your refund or offer an alternative solution
• You will receive confirmation of the refund processing
• Tracking information will be provided for your refund status

5. Refund Methods and Timeframes

Approved refunds will be processed according to the following schedule:

Credit/Debit Cards

• Processing time: 3-5 business days
• Refund appears on your statement within 1-2 billing cycles
• Refunded to the original card used for payment

Cash Payments

• Immediate refund available during restaurant hours
• Must return to the original location with receipt
• Valid ID required for cash refunds over $50

Digital Payments (PayPal, Apple Pay, etc.)

• Processing time: 1-3 business days
• Refunded to the original digital wallet or account
• You will receive notification from the payment provider

Store Credit

• Available immediately as an alternative to cash refunds
• Valid for 12 months from issue date
• Can be used for future purchases at any Glass nickel pizza location

6. Exchanges

We offer exchanges as an alternative to refunds in the following situations:

• Incorrect Orders: If you received the wrong item, we will replace it with your correct order at no additional charge.
• Quality Issues: If your food does not meet our quality standards, we can prepare a replacement or offer a different menu item of equal value.
• Temperature Issues: Cold food that should be hot, or melted items can be exchanged for a fresh preparation.
• Preference Changes: Limited exchanges available for different menu items within 10 minutes of ordering (price differences may apply).

Exchanges are typically processed faster than refunds and ensure you still enjoy a meal from Glass nickel pizza. Our staff will work with you to find a suitable alternative that meets your preferences and dietary requirements.

7. Damaged or Defective Items

If you receive damaged or defective food items, we will provide immediate resolution:

Immediate Action

• Stop consuming the item immediately
• Take photos of the issue if safe to do so
• Contact us immediately at +1 860-567-0043
• Preserve the item for inspection if requested

Our Response

• Full refund plus replacement meal of your choice
• Immediate investigation into the cause of the issue
• Follow-up contact to ensure your satisfaction
• Preventive measures to avoid similar issues in the future

Health and Safety Priority

Your health and safety are our top priority. Any food safety concerns will be addressed immediately, and we will work with local health authorities if necessary. You may be eligible for additional compensation in cases of food-related illness or safety violations.