Refund Policy

Last Updated: May 15, 2024

Thank you for ordering from Imo's Pizza. We strive to provide you with the best quality food and service. This Refund Policy outlines our procedures for returns, refunds, and exchanges for orders placed through our website or referenced through our blog at plateshka.online.

1. Food Quality and Satisfaction

At Imo's Pizza, we take pride in the quality of our food. If you are not completely satisfied with your order for any reason, please contact us within 30 minutes of delivery or pickup to report the issue.

1.1 Valid Reasons for Refunds

We may offer a refund, replacement, or store credit for your order under the following circumstances:

• The order was delivered more than 15 minutes past the estimated delivery time
• The order was incorrect (wrong items or missing items)
• The food quality was below our standards (cold, undercooked, overcooked, etc.)
• Foreign objects were found in the food
• The food caused verifiable illness or allergic reaction (documentation may be required)

1.2 How to Request a Refund

To request a refund, replacement, or store credit:

1. Contact our customer service team at +441558974551 within 30 minutes of receiving your order
2. Provide your order number, name, and detailed explanation of the issue
3. If possible, take photos of the problem (for quality issues, incorrect orders, etc.)
4. Retain the original food items for potential inspection (when applicable and safe to do so)

Our customer service team will review your request and may ask for additional information or documentation to process your refund.

2. Types of Refunds

Depending on the situation, we may offer one of the following resolutions:

2.1 Full Refund

A full refund to your original payment method will be issued if:

• The entire order was unacceptable
• The order was extremely late (more than 45 minutes past the estimated delivery time)
• The order caused a serious health issue

2.2 Partial Refund

A partial refund may be issued if:

• Only part of the order was affected (specific items were incorrect or of poor quality)
• The order was moderately late (15-45 minutes past the estimated delivery time)

2.3 Replacement

We may offer to replace your order or specific items if:

• The items were incorrect
• The food quality was below our standards
• Items were missing from your order

2.4 Store Credit

We may offer store credit for a future purchase if:

• You prefer this option over a refund or replacement
• The issue was minor but impacted your dining experience

3. Refund Processing Time

If a refund is approved, the time it takes to process will depend on your payment method:

• Credit/Debit Cards: Refunds typically appear in your account within 5-10 business days, depending on your card issuer's policies.
• Digital Wallets (PayPal, Apple Pay, etc.): Refunds usually process within 3-5 business days.
• Store Credit: Applied to your account immediately and valid for 90 days from the date of issue.

4. Non-Food Items and Merchandise

For non-food items purchased through our website (such as merchandise, gift cards, etc.):

4.1 Unopened/Unused Items

Unopened and unused items may be returned within 14 days of purchase with proof of purchase. The item must be in its original packaging and in resalable condition.

4.2 Damaged Items

If you receive a damaged non-food item, please contact our customer service within 48 hours of delivery with photos of the damage. We will arrange for a replacement or refund.

4.3 Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash. Lost or stolen gift cards cannot be replaced unless proof of purchase is provided.

5. Exceptions and Limitations

5.1 Non-Refundable Situations

Refunds may not be provided in the following situations:

• Requests made more than 30 minutes after delivery or pickup
• Personal taste preferences (e.g., "too spicy" when ordering a spicy item)
• Self-inflicted modifications to the order
• False or fraudulent claims
• Orders damaged after delivery due to customer mishandling

5.2 Delivery Issues Beyond Our Control

While we strive to deliver all orders on time, certain circumstances beyond our control may affect delivery times, including:

• Severe weather conditions
• Traffic accidents or road closures
• Natural disasters
• Incorrect delivery information provided by the customer

In these cases, we will assess refund requests on a case-by-case basis.

6. Special Promotions and Discounts

Refunds for orders placed using promotions, discounts, or special offers will be handled as follows:

• The refund amount will be based on the actual amount paid (after applying discounts)
• One-time use promotion codes cannot be reused if a refund is issued
• For "Buy One Get One" or similar offers, the value will be calculated proportionally

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the updated policy.

8. Contact Us

If you have any questions about our Refund Policy, please contact us at:

plateshka
Eindhovenseweg 44A, 5582 HT Waalre, Netherlands
Email: info@plateshka.online
Phone: +441558974551

Registration No: 40721597