Refund Policy

Customer Satisfaction Commitment

At Pizza Forte, we are committed to providing exceptional food and service to all our customers. We understand that occasionally issues may arise, and we want to ensure you have a positive experience with us. This refund policy outlines the terms and conditions under which refunds and exchanges may be requested for orders placed through our restaurant.

Effective Date: This refund policy is effective as of January 1, 2025, and applies to all orders placed on or after this date. We reserve the right to update this policy at any time, with changes taking effect immediately upon posting on our website.

Refund Eligibility

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

Time Limitations

• Dine-in orders: Refund requests must be made before leaving the restaurant premises
• Takeaway orders: Refund requests must be made within 30 minutes of pickup
• Delivery orders: Refund requests must be made within 45 minutes of delivery
• Catering orders: Refund requests must be made within 2 hours of scheduled delivery/pickup time

Product Condition Requirements

• Food items must be substantially unconsumed (less than 25% consumed)
• Original packaging and containers must be available for inspection
• Items must not show signs of tampering or contamination by the customer
• Food must be at a temperature that allows for quality assessment

Proof of Purchase

• Original receipt or order confirmation number
• Valid identification matching the order name
• For online orders: email confirmation or order number
• For phone orders: customer phone number used for the order

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Food Items

• Items that have been consumed beyond 25% of the total quantity
• Custom or specially prepared items that were made to specific customer requests
• Food that has been contaminated or tampered with by the customer
• Items returned more than the specified time limits
• Promotional items or free additions to orders

Services

• Delivery fees (unless delivery was significantly delayed beyond our promised time)
• Service charges for events or catering services already rendered
• Tips or gratuity payments
• Processing fees for online orders

Special Circumstances

• Change of mind or preference after order completion
• Dietary restrictions not communicated at time of ordering
• Cancellations requested after food preparation has begun
• Orders during peak times where extended wait times were communicated in advance

Refund Request Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call us at +17 554 612 7129 during business hours
• Email us at [email protected] with your order details
• Visit our restaurant location at Budapest, Wesselényi utca 18, 1077 Hungary
• Use our online contact form on the website

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of order/delivery/pickup
• Description of the issue or reason for refund request
• Photos of the food item(s) in question (if applicable)
• Contact information for follow-up

Step 3: Assessment and Response

• Our team will review your request within 2 business hours
• We may request additional information or photos
• For dine-in issues, a manager will assess the situation immediately
• You will receive confirmation of the refund decision via your preferred contact method

Step 4: Resolution

• Approved refunds will be processed according to our refund methods policy
• Alternative solutions may be offered (replacement, credit, etc.)
• You will receive confirmation once the refund has been initiated

Refund Processing Methods

Payment Method Priority

Refunds will be processed using the following priority order:

1. Original Payment Method: Credit/debit card, cash, or digital payment used for the original purchase
2. Store Credit: If original payment method is unavailable (expired card, etc.)
3. Alternative Method: By special arrangement and management approval

Processing Timeframes

• Cash payments: Immediate refund at restaurant location
• Credit/Debit cards: 3-5 business days for funds to appear in account
• Digital payments: 1-3 business days depending on provider
• Store credit: Available immediately upon approval

Partial Refunds

In cases where only part of an order is eligible for refund:

• Refund amount will be calculated based on individual item prices
• Applicable taxes will be refunded proportionally
• Delivery fees may be partially refunded if multiple items were affected
• Discounts and promotions will be calculated proportionally

Exchanges vs. Refunds

When We Prefer Exchanges

In many cases, an exchange or replacement may be more suitable than a refund:

• Wrong order delivered or prepared
• Food quality issues that can be resolved with a fresh preparation
• Temperature issues with delivered food
• Missing items from an order

Exchange Options

• Direct Replacement: Same item prepared fresh
• Alternative Item: Different item of equal or lesser value
• Store Credit: Credit for future orders of equal value
• Upgrade Compensation: Enhanced version or additional items at no extra cost

Exchange Process

1. Contact us using the same methods as refund requests
2. Describe the issue and preferred exchange option
3. Return the original item (if required and practical)
4. Receive your replacement according to the agreed timeline

Damaged or Defective Items

Priority Handling

Damaged or defective food items receive priority processing under our refund policy:

• Immediate assessment and response
• No time limitations for reporting (within reason)
• Full refund or exchange guaranteed
• Additional compensation may be offered for significant inconvenience

Types of Damage/Defects

• Temperature Issues: Cold food delivered/served, overheated items
• Preparation Errors: Undercooked, overcooked, or incorrectly prepared food
• Contamination: Foreign objects, cross-contamination, spoiled ingredients
• Packaging Damage: Spilled contents, damaged containers, missing components
• Wrong Orders: Completely incorrect items or significant order errors

Immediate Actions

• Stop consumption immediately if food safety is a concern
• Take photos of the issue for documentation
• Contact us immediately for guidance
• Preserve the item for inspection if requested
• Seek medical attention if you experience adverse reactions

Our Response

• Immediate investigation of the issue
• Full refund plus replacement meal if desired
• Review of preparation processes to prevent recurrence
• Additional compensation for significant inconvenience or health concerns
• Follow-up to ensure your satisfaction and safety

Additional Terms

Management Discretion

Pizza Forte reserves the right to make final decisions on all refund requests. Our management team will consider each case individually, taking into account the specific circumstances, customer history, and applicable policies.

Fraud Prevention

We monitor refund requests for patterns that may indicate fraudulent activity. Repeated refund requests or suspicious activity may result in account suspension or refusal of future refund requests.

Legal Compliance

This refund policy complies with Hungarian consumer protection laws and European Union consumer rights directives. Your statutory rights as a consumer are not affected by this policy.

Policy Updates

We may update this refund policy from time to time to reflect changes in our business practices, legal requirements, or to improve customer service. Updated policies will be posted on our website and take effect immediately.