Refund Policy

Overview

At Glass nickel pizza, we are committed to providing exceptional food and service to every customer. We understand that sometimes circumstances may require a refund, and we strive to make this process as straightforward as possible while maintaining fair business practices.

This refund policy outlines the terms and conditions under which refunds may be processed. By placing an order with Glass nickel pizza, you acknowledge and agree to be bound by these terms. This policy applies to all orders placed through our website, mobile app, phone, or in-person at our restaurant locations.

Refund Eligibility

Refunds may be considered under the following conditions and within the specified timeframes:

• Time Limit: Refund requests must be submitted within 24 hours of order completion for dine-in orders, or within 2 hours of delivery/pickup for takeout orders.
• Product Quality Issues: Food items that are significantly different from what was ordered, improperly prepared, or do not meet our quality standards.
• Service Issues: Substantial delays in service, incorrect orders, or failure to deliver within the promised timeframe.
• Proof of Purchase: Valid receipt, order confirmation, or transaction record must be provided for all refund requests.
• Order Cancellation: Orders cancelled within 15 minutes of placement (before preparation begins) are eligible for full refund.
• Delivery Issues: Orders not delivered due to restaurant error, weather conditions preventing delivery, or incorrect delivery address provided by the restaurant.

All refund requests will be evaluated on a case-by-case basis. We reserve the right to request additional information or evidence to support refund claims. Photo documentation may be required for quality-related issues.

Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Consumed Food: Items that have been partially or fully consumed, except in cases of quality issues identified after initial consumption.
• Custom Orders: Specially prepared items made to customer specifications, unless the preparation was incorrect.
• Gift Cards: Digital or physical gift cards cannot be refunded once purchased (subject to local laws).
• Promotional Items: Free items received through promotions, discounts, or loyalty program rewards.
• Third-Party Delivery: Orders placed through third-party delivery platforms are subject to their respective refund policies.
• Customer Error: Incorrect delivery address provided by customer, unavailability at delivery location, or ordering mistakes on the customer's part.
• Late Requests: Refund requests submitted after the specified time limits outlined in our eligibility criteria.
• Catering Orders: Large catering orders may have specific refund terms outlined in the catering agreement.

Refund Process

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

Refund Methods & Timeframe

Approved refunds are processed using the following methods and timeframes:

• Credit Card Payments: Refunds will be credited to the original credit or debit card used for the purchase. Processing time: 3-5 business days.
• Cash Payments: Cash refunds will be provided in-store with valid receipt. Same-day processing when requested in person.
• Digital Wallet: Refunds for payments made through digital wallets (Apple Pay, Google Pay, etc.) will be returned to the original wallet. Processing time: 1-3 business days.
• Gift Card Payments: Refunds for purchases made with gift cards will be credited back to a new gift card of equal value.
• Online Banking: Bank transfer refunds typically process within 2-7 business days depending on the financial institution.

Please note that processing times may vary based on your financial institution's policies. We will provide tracking information where available to help you monitor the refund status. If you do not receive your refund within the expected timeframe, please contact us for assistance.

Exchanges Policy

In many cases, we prefer to offer exchanges or order corrections rather than full refunds, as this allows us to ensure your satisfaction while maintaining efficient service:

• Order Corrections: If we made an error with your order, we will prepare the correct items at no additional charge.
• Item Substitution: For unavailable menu items, we can offer comparable substitutions of equal or greater value.
• Quality Issues: Items with quality concerns can be exchanged for fresh preparations of the same items.
• Size Upgrades: In some cases, we may offer complimentary size upgrades as compensation for service inconveniences.
• Credit for Future Orders: Store credit may be offered for future visits, often with added value as goodwill gesture.
• Immediate Resolution: Exchanges can often be processed immediately, providing faster resolution than refunds.

Our team will discuss exchange options with you when you contact us about order issues. Exchanges are subject to the same time limits as refunds and require proper documentation of the original purchase.

Damaged or Defective Items

We take special care to ensure all food items meet our quality standards. However, if you receive damaged or defective items, the following policies apply:

• Immediate Reporting: Report damaged or defective items immediately upon receipt. Photos may be requested for documentation purposes.
• Temperature Issues: Cold items delivered warm or hot items delivered cold will be replaced or refunded at no charge.
• Packaging Problems: Items damaged due to packaging failures during delivery will be replaced or refunded.
• Contamination: Any suspected food contamination should be reported immediately. We will investigate thoroughly and provide appropriate compensation.
• Wrong Specifications: Items prepared contrary to specific dietary requirements or order specifications will be corrected immediately.
• Freshness Concerns: Items that do not meet freshness standards will be replaced with fresh preparations or refunded.

For health and safety concerns, we may request that you dispose of the affected items and will not require their return. Full photographic documentation may be sufficient for processing refunds in such cases.

Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer service team using the information below:

Our dedicated customer service team is trained to handle refund requests efficiently and courteously. We value your business and will work diligently to resolve any issues to your satisfaction.

Policy Updates: This refund policy is subject to change without prior notice. Updates will be posted on our website with the revision date. Continued use of our services after policy changes constitutes acceptance of the updated terms.

Last updated: January 2026