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 circumstances under which we offer refunds and the procedures for requesting them.

This policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases. By placing an order with Ledo Pizza, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

2. Refund Eligibility

Refunds may be requested under the following conditions:

2.1 Time Limitations

• Food Orders: Refund requests must be made within 2 hours of delivery or pickup
• Online Orders: Cancellations before preparation begins are eligible for full refund
• Catering Orders: Cancellations must be made at least 24 hours in advance
• Gift Cards: No refunds available after purchase, except as required by law

2.2 Product Condition Requirements

• Food quality issues (incorrect temperature, missing items, wrong order)
• Food safety concerns (foreign objects, spoiled ingredients)
• Delivery issues (significant delays, wrong delivery address due to our error)
• Service failures (order not prepared, restaurant closure without notice)

2.3 Proof of Purchase

Valid proof of purchase is required for all refund requests, including:

• Order confirmation number or receipt
• Payment method verification
• Photo evidence (if applicable for quality issues)
• Account information for online orders

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Personal Preference: Disliking the taste or flavor of correctly prepared food
• Special Orders: Custom pizzas or specially prepared items (unless preparation error)
• Promotional Items: Free items received through promotions or discounts
• Gift Cards: Digital and physical gift cards (except as required by law)
• Delivery Fees: Third-party delivery service charges (when applicable)
• Late Requests: Refund requests made beyond specified time limits
• Consumed Items: Food that has been substantially consumed (more than 50%)
• Customer Error: Wrong delivery address provided by customer
• Weather-Related Delays: Delays due to extreme weather conditions
• Peak Period Delays: Minor delays during busy periods (under 15 minutes)

4. Refund Process

Follow these steps to request a refund:

4.1 Initial Contact

1. Contact Customer Service: Call +1 860-567-0043 or email [email protected]
2. Provide Order Details: Include order number, date, time, and specific issue
3. Submit Documentation: Provide photos if relevant (food quality issues)
4. Receive Case Number: We'll provide a reference number for tracking

4.2 Investigation Process

• Our team will review your request within 24 hours
• We may contact you for additional information
• Investigation typically completed within 2-3 business days
• Complex cases may require up to 7 business days

4.3 Decision Notification

• You'll receive email notification of our decision
• Approved refunds include processing timeline
• Denied requests include explanation and alternative options
• Appeals process available for disputed decisions

5. Refund Methods

5.1 Payment Method

Refunds are processed to the original payment method used for the purchase:

• Credit/Debit Cards: 3-5 business days to appear on statement
• Digital Wallets: 1-3 business days (PayPal, Apple Pay, Google Pay)
• Cash Payments: Cash refund available at restaurant location
• Gift Cards: Refund as store credit to new gift card

5.2 Processing Timeframes

5.3 Partial Refunds

We may offer partial refunds in the following situations:

• Some items in order were correct, others incorrect
• Minor quality issues that don't affect entire order
• Delivery delays with satisfactory food quality
• Missing side items or drinks from larger orders

6. Exchanges

6.1 Exchange Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality meal you expected:

• Replacement Orders: New order prepared at no additional charge
• Store Credit: Credit applied to account for future orders
• Upgraded Items: Premium versions of incorrect items
• Additional Items: Complementary items to resolve issues

6.2 Exchange Advantages

• Faster resolution than refund processing
• Opportunity to experience our correct food quality
• Often includes additional value (upgrades, extras)
• Maintains relationship for future orders

6.3 When Exchanges Apply

• Wrong items delivered but correct restaurant and timing
• Food temperature issues (can remake immediately)
• Minor preparation errors
• Missing items from order

7. Damaged or Defective Items

7.1 Immediate Action Required

For damaged or defective food items, immediate action is essential:

• Contact us within 30 minutes of delivery/pickup
• Do not consume potentially unsafe food
• Take clear photos showing the issue
• Preserve packaging and receipt

7.2 Expedited Processing

Quality and safety issues receive priority handling:

• Immediate replacement order when possible
• Full refund processed within 24 hours
• Investigation of preparation procedures
• Follow-up communication on resolution

7.3 Safety Concerns

Additional Information

Policy Updates

This Refund Policy may be updated periodically. Changes will be posted on our website with the effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

Dispute Resolution

If you disagree with a refund decision, you may request a review by contacting our management team. We are committed to fair resolution of all customer concerns.

Legal Rights

This policy does not limit your statutory rights under applicable consumer protection laws. Some jurisdictions may provide additional refund rights beyond those outlined in this policy.