Refund Policy

1. Overview

At Glass nickel pizza, we are committed to providing exceptional food quality and customer service. We understand that sometimes issues may arise with your order, and we want to make the refund process as straightforward as possible.

This refund policy applies to all orders placed through our website, mobile app, phone orders, and in-restaurant purchases. Please read this policy carefully to understand your rights and our procedures for processing refunds.

2. Refund Eligibility

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

Timeframe Requirements

• Same Day For food quality issues, refund requests must be made within 2 hours of delivery or pickup
• 24 Hours For delivery issues or wrong orders, requests must be made within 24 hours
• 7 Days For catering orders, refund requests must be made within 7 days of the event date

Required Documentation

• Valid proof of purchase (receipt, order confirmation, or transaction ID)
• Clear description of the issue with your order
• Photos of the food items (for quality-related issues)
• Order number and date of purchase

Acceptable Reasons for Refund

• Food quality issues (cold, burnt, or spoiled items)
• Incorrect order items received
• Missing items from your order
• Delivery delays exceeding 90 minutes from estimated time
• Order cancellation before preparation begins
• Food safety concerns or allergic reactions

3. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under our policy:

Non-Refundable Food Items

• Custom-made pizzas that have been partially consumed
• Special dietary items (gluten-free, vegan) that were prepared correctly
• Items returned more than 2 hours after delivery or pickup
• Food items damaged due to customer handling or storage

Non-Refundable Services

• Delivery fees (unless delivery was significantly delayed)
• Service charges and tips
• Third-party delivery service fees
• Processing fees for online payments

Special Circumstances

• Orders canceled less than 30 minutes before scheduled pickup/delivery
• Catering orders canceled less than 48 hours in advance
• Change of mind without valid quality or service concerns
• Inability to receive delivery due to incorrect address provided by customer

4. Refund Request Process

Follow these steps to request a refund for your Glass nickel pizza order:

Step 1: Contact Our Support Team

• Call us immediately at +1 913-384-5998
• Email us at [email protected]
• Visit our restaurant location during business hours
• Use the contact form on our website

Step 2: Provide Required Information

• Your order number and receipt
• Date and time of your order
• Detailed description of the issue
• Photos of problematic food items (if applicable)
• Your contact information for follow-up

Step 3: Issue Investigation

• Our team will review your refund request within 24 hours
• We may contact you for additional information or clarification
• Quality control team will assess food-related issues
• Management approval may be required for certain refunds

Step 4: Resolution Communication

• You will receive confirmation of our decision within 48 hours
• Approved refunds will include processing timeline
• Alternative solutions may be offered (replacement, store credit)

5. Refund Processing and Timeline

Approved refunds are processed using the following methods and timelines:

Refund Methods

• Credit/Debit Card: Refunded to the original payment method used for purchase
• Cash Orders: Full cash refund available at restaurant location
• Gift Cards: Refunded as new gift card or store credit
• Online Payments: Processed through original payment platform

Processing Timeline

Note: Processing times may vary depending on your bank or payment provider. We will provide you with a refund confirmation number for tracking purposes.

6. Exchanges and Replacements

In some cases, we may offer exchanges or replacements instead of monetary refunds:

When Exchanges Are Offered

• Incorrect order items (wrong pizza toppings, size, etc.)
• Cold or lukewarm food that can be quickly replaced
• Missing items from your order
• Minor quality issues that don't affect food safety

Exchange Process

• New item will be prepared fresh with priority handling
• No additional charges for replacement items
• Original item must be returned (if applicable)
• Replacement delivery at no extra charge

Exchange vs. Refund Options

You have the right to choose between:

• Full monetary refund for the affected items
• Replacement of the same items at no charge
• Store credit for future purchases
• Equivalent value items from our menu

7. Damaged or Defective Food Policy

We take food quality and safety seriously. Special procedures apply to damaged or defective food items:

Immediate Action Required

Priority Handling

• Food safety issues receive immediate attention
• Full refund plus replacement meal at no charge
• Investigation to prevent future occurrences
• Follow-up to ensure customer well-being

Documentation Requirements

• Photos of the damaged or defective food items
• Description of the issue and any health concerns
• Preservation of food items for potential inspection
• Medical documentation (if health issues arose)

Additional Compensation

For serious food quality issues, we may offer:

• Full refund of entire order amount
• Additional meal vouchers for future visits
• Compensation for delivery fees and tips
• Assistance with medical expenses (case-by-case basis)

8. Contact Information for Refund Requests

Our customer service team is ready to assist you with any refund requests or concerns: