Refund Policy

1. Our Satisfaction Guarantee

At PizzaHub, customer satisfaction is our top priority. We stand behind the quality of our products and services and are committed to ensuring your complete satisfaction with every order.

As stated in our commitment to quality: "Not happy? We'll remake your pizza or refund your money!"

2. Eligibility for Refunds

You may be eligible for a refund or replacement in the following situations:

• Quality Issues: If your pizza or any other food item does not meet our quality standards (e.g., wrong toppings, undercooked, overcooked)
• Late Delivery: If your delivery arrives significantly later than the estimated delivery time (more than 30 minutes late without prior notice)
• Incorrect Order: If you receive items different from what you ordered
• Missing Items: If any items from your order are missing
• Food Safety Concerns: If you have reasonable concerns about the safety or condition of the food delivered

Our 30-minute delivery guarantee: If your pizza delivery takes longer than 30 minutes from the time your order is confirmed, without prior notification of delays, you may be eligible for a free pizza on your next order or a full refund of your current order.

3. How to Request a Refund

If you're not satisfied with your order, you can request a refund through one of the following methods:

1. Phone: Call our customer service at +1 (762) 578-1029 within 24 hours of receiving your order
2. Online: Log into your account on our website and submit a refund request through the "Order History" section
3. Email: Send an email to support@pizzahub.ca with your order number and details of the issue
4. In-person: If you picked up your order from one of our locations, you can return to the store with your receipt and the product in question

To help us process your refund request quickly, please provide the following information:

• Your order number
• Date and time of order
• Description of the issue
• Photos of the order (if applicable and possible)
• Your preferred resolution (refund or replacement)

4. Refund Process

Once we receive your refund request, we will process it as follows:

1. Our customer service team will review your request within 24 hours
2. If approved, we will process the refund to the original payment method used for the order
3. Refunds typically appear in your account within 3-5 business days, depending on your financial institution
4. You will receive an email confirmation once the refund has been processed

For orders paid in cash, refunds will be issued as store credit or through a bank transfer, depending on your preference.

5. Replacement Options

Instead of a refund, you may choose to have your order replaced. In this case:

• We will prepare a new order based on your original order details
• The replacement will be delivered to you at no additional cost
• Priority scheduling will be applied to replacement orders
• In some cases, we may offer store credit or a discount on a future order as an alternative

6. Exceptions and Limitations

While we strive to satisfy all legitimate refund requests, there are some limitations to our refund policy:

• Refund requests must be submitted within 24 hours of receiving the order
• Refunds for orders where more than 50% of the food has been consumed will be evaluated on a case-by-case basis
• Special promotion items or discounted products may have different refund terms, which will be specified at the time of purchase
• Delivery delays caused by factors beyond our control (severe weather conditions, road closures, incorrect address provided by customer) may not qualify for our delivery guarantee
• We reserve the right to refuse refunds if we suspect abuse of our refund policy

7. Gift Cards and Store Credit

The following terms apply to gift cards and store credit:

• Gift cards and store credits are non-refundable and cannot be exchanged for cash
• Gift cards do not expire and can be used for future purchases
• Store credit issued as part of a refund or compensation will be valid for 6 months from the date of issue
• Lost or stolen gift cards can be replaced only if proof of purchase is provided and the card has not been redeemed

8. Changes to This Policy

We may update this Refund Policy from time to time. The updated version will be indicated by an updated "Last Updated" date at the top of this policy. We encourage you to review this Refund Policy periodically to stay informed about our refund practices.

9. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

Our customer service team is available 7 days a week, from 10am to 11pm EST.