Refund Policy

At Apache Pizza, we are committed to delivering high-quality food and an excellent customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been prepared to ensure that all customers are treated fairly and in accordance with Irish consumer protection law, including the Sale of Goods and Supply of Services Act 1980, the Consumer Rights Act 2022, and applicable European Union consumer protection regulations.

Please read this policy carefully before placing an order. By completing a purchase through our website at apacheq.com or through any other ordering channel, you agree to the terms outlined below.

1. Our Commitment to Customer Satisfaction

Apache Pizza takes pride in the quality of every item we prepare and deliver. We use fresh ingredients and maintain strict food safety standards across all our operations in Ireland. However, we recognise that food orders are time-sensitive and perishable in nature. This policy reflects both our commitment to customer satisfaction and the practical realities of operating a food business.

If your order does not meet our quality standards — whether due to incorrect items, quality issues, or delivery problems — we encourage you to contact us as soon as possible so that we can resolve the matter promptly.

2. Eligibility Conditions for Refunds

A refund or remedy may be available to you in the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or collection bag.
• Food Quality Issues: The food received was undercooked, spoiled, or did not meet acceptable food safety or quality standards.
• Significant Delivery Delay: Your delivery arrived substantially later than the quoted time, and the food was rendered unfit for consumption as a result.
• Damaged Items: Food items were significantly damaged during transit, rendering them unsuitable for consumption.
• Allergenic Content: An item contained allergens that were not disclosed on the menu or that differed from those listed at the time of ordering, posing a risk to your health.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.

To be eligible for a refund, you must have placed your order directly through apacheq.com or through a channel operated by Apache Pizza. If your order was placed through a third-party delivery platform, you may need to follow that platform's own refund process, though we encourage you to contact us directly as well.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund and complaint requests must be submitted promptly. The following timeframes apply:

We are unable to process refund requests submitted outside of these timeframes unless there are exceptional circumstances, such as a documented health issue related to the food consumed, in which case we may review the matter on a case-by-case basis.

4. Non-Refundable Items and Situations

Not all orders or situations qualify for a refund. The following are generally not eligible:

• Orders where the customer simply changed their mind after the food has been prepared or dispatched.
• Errors in the order made by the customer at the time of ordering (e.g., selecting the wrong size, toppings, or address), where the order was fulfilled correctly as placed.
• Delays caused by circumstances beyond our reasonable control, such as severe weather conditions, road closures, or other force majeure events.
• Partially consumed food products, unless a quality or safety issue is clearly demonstrated.
• Promotional or discounted items that were accurately described and delivered as ordered.
• Delivery charges, where the delivery was successfully completed.
• Orders collected in-store, where the customer inspected and accepted the order at the point of collection without raising any concern.

5. How to Request a Refund — Step by Step

If you believe you are entitled to a refund, please follow the steps below to ensure your request is handled as efficiently as possible:

1. Contact Us Promptly: Reach out to our customer service team as soon as the issue arises. You can do this by emailing us at [email protected] or by visiting apacheq.com.
2. Provide Your Order Details: Include your order number, the date and time of your order, the items affected, and the name used when placing the order.
3. Describe the Issue Clearly: Explain the nature of the problem in as much detail as possible. If applicable, describe the quality issue, the item that was missing, or the error that occurred.
4. Submit Supporting Evidence: Where possible, attach photographs of the food received, the packaging, or any other evidence that supports your claim. This will help us investigate and resolve your request more quickly.
5. Await Acknowledgement: Our team will acknowledge your request within 24 hours (during normal business hours). We may ask for additional information if required.
6. Resolution: Once your request has been reviewed, we will communicate our decision and the remedy offered, which may include a full refund, partial refund, replacement, or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is subject to your bank or payment provider's processing schedule, which is outside of our control.

7. Partial Refunds

In some cases, a partial refund may be offered rather than a full refund. Partial refunds may be appropriate in the following situations:

• Only certain items from a multi-item order were incorrect, missing, or of unsatisfactory quality.
• The food was largely satisfactory but one component or topping was missing or incorrect.
• A quality issue affected only part of the order, and the remainder was delivered and consumed without issue.
• A delivery delay occurred but the food remained fit for consumption upon arrival.

The amount of any partial refund will be calculated based on the value of the affected items relative to the total order value. We will always communicate clearly how a partial refund amount has been determined.

8. Replacement and Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace the affected items. A replacement may be the most appropriate remedy in situations such as:

• An item was missing from your order and a replacement can be dispatched promptly.
• An incorrect item was delivered and the correct item can be sent to you in a reasonable timeframe.
• A quality issue was identified but the restaurant can prepare a fresh replacement quickly.

We will always discuss the available options with you and seek your preference. You are not obligated to accept a replacement if you would prefer a refund in circumstances where a refund is otherwise appropriate under this policy.

Please note that food items cannot be exchanged for different menu items of a different nature — for example, a pizza cannot be exchanged for a different food category item. Exchanges apply only to the same or equivalent item.

9. Order Cancellation Policy

We understand that plans can change. However, because food preparation begins very quickly after an order is placed, our ability to accommodate cancellations is limited.

9.1 Cancellation Before Preparation

If you wish to cancel your order, you must contact us within 5 minutes of placing it. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, we are generally unable to accept a cancellation or issue a refund, as ingredients and resources have already been committed to fulfilling your order. In exceptional circumstances, we may offer a partial refund or store credit at our discretion.

9.3 Cancellation Due to Our Error

If we are unable to fulfil your order for any reason — such as the unavailability of a menu item or an issue on our end — we will notify you as soon as possible and issue a full refund without delay. In such cases, no action is required on your part.

10. Dispute Resolution Process

We aim to resolve all refund requests and complaints fairly and efficiently at the first point of contact. If, however, you are not satisfied with the outcome of your refund request, the following escalation process is available to you:

1. Step 1 — Internal Escalation: Request that your complaint be escalated to a senior member of our customer service team or management. We will review the matter again with fresh consideration and respond within 5 business days.
2. Step 2 — Written Formal Complaint: Submit a formal written complaint to us by email at [email protected]. Please mark your email as a formal complaint. We will respond in full within 10 business days.
3. Step 3 — External Bodies: If your complaint remains unresolved after following the above steps, you have the right to contact the following external bodies:
   • Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance to consumers in Ireland regarding their rights. Visit www.ccpc.ie for further information.
   • European Online Dispute Resolution (ODR) Platform: If you are based in the EU, you may use the European Commission's ODR platform at ec.europa.eu/consumers/odr to submit a dispute.
   • Small Claims Court: For disputes involving amounts up to €2,000, you may make a claim through the Small Claims Court in Ireland. More information is available at www.courts.ie.

11. Food Safety Concerns

If you believe that food received from Apache Pizza has caused illness or injury, please stop consuming the product immediately and seek medical attention if required. You should then contact us as a matter of urgency at [email protected] so that we can investigate the matter thoroughly.

We take all food safety complaints extremely seriously and will work cooperatively with the relevant authorities, including the Food Safety Authority of Ireland (FSAI), if required. Food safety complaints are handled separately from standard refund requests and are prioritised accordingly.

12. Amendments to This Policy

Apache Pizza reserves the right to update or amend this Refund Policy at any time. Any changes will be published on our website at apacheq.com and will take effect from the date of publication. We encourage customers to review this policy periodically. Continued use of our services following any amendments constitutes acceptance of the revised policy.

13. Contact Information

For all refund requests, complaints, or enquiries related to this policy, please contact our customer service team using the details below. We are here to help and will do our best to resolve any issue as quickly and fairly as possible.

When contacting us regarding a refund, please have the following information ready to help us assist you efficiently:

• Your order number
• The date and time of your order
• The name and contact details used when placing the order
• A clear description of the issue experienced
• Photographic evidence, if available

This Refund Policy was last updated on May 18, 2026. It applies to all orders placed through apacheq.com and other Apache Pizza ordering channels in Ireland. This policy is governed by the laws of Ireland and is intended to comply fully with all applicable Irish and European Union consumer protection legislation.