Refund Policy

1. Overview

At Blackjack pizza, we are committed to providing exceptional food and service to our customers. We understand that occasionally issues may arise, and we want to ensure that our refund policy is fair, transparent, and customer-focused.

This refund policy outlines the circumstances under which refunds may be granted, the process for requesting refunds, and the timeframes involved. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

2. Refund Eligibility

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

Timeframe Requirements

• Refund requests must be made within 24 hours of order completion for delivery and takeout orders
• For dine-in orders, complaints must be raised before leaving the restaurant or within 2 hours of the meal
• Gift card refunds must be requested within 30 days of purchase (unused cards only)

Valid Reasons for Refunds

• Order was significantly delayed beyond the estimated delivery time (more than 60 minutes late)
• Food quality issues (cold food, incorrect preparation, contamination)
• Wrong order delivered or missing items
• Food safety concerns or allergen contamination
• Restaurant closure or inability to fulfill the order

Proof of Purchase

You must provide one of the following as proof of purchase:

• Order confirmation number
• Receipt or invoice
• Credit card statement showing the transaction
• Email confirmation

3. Non-Refundable Items and Services

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

• Orders that have been partially or fully consumed (unless due to quality issues)
• Custom or special orders that were prepared according to specific customer requests
• Delivery fees (unless the order was not delivered)
• Service charges and gratuities
• Orders canceled after food preparation has begun
• Promotional items or free additions to orders
• Gift cards that have been used or partially redeemed
• Orders refused at delivery due to customer unavailability
• Subjective taste preferences or dietary changes after ordering

Special Circumstances

In exceptional cases involving food safety, allergen issues, or significant service failures, we may consider refunds for items typically classified as non-refundable. Each case will be evaluated individually.

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call our customer service line at +1 303-455-9463
• Email us at [email protected]
• Visit the restaurant location where you placed your order

Step 2: Provide Required Information

• Your order number and receipt
• Date and time of order
• Detailed description of the issue
• Photos of the food (if applicable)
• Your contact information

Step 3: Investigation

Our team will investigate your complaint within 2-3 business days. We may contact you for additional information or to schedule an inspection if necessary.

Step 4: Resolution

Once approved, we will process your refund according to our refund methods policy outlined below.

5. Refund Methods and Timeframes

Payment Method

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunded to the original card within 3-5 business days
• Cash Payments: Cash refund available immediately at the restaurant
• Digital Payments: Refunded through the original payment platform within 2-7 business days
• Gift Cards: Store credit or new gift card issued

Processing Timeframes

• Approval decision: 2-3 business days
• Credit card refunds: 3-5 business days after approval
• Bank transfers: 5-7 business days after approval
• Cash refunds: Immediate (if collected in person)

Partial Refunds

In some cases, we may offer partial refunds based on the extent of the issue. For example, if only one item in a large order was problematic, we may refund only that item plus applicable taxes.

6. Exchanges vs. Refunds

When We Offer Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

• Incorrect orders can be replaced with the correct items
• Cold food can be remade fresh at no charge
• Missing items can be prepared and delivered
• Quality issues may be resolved with a replacement order

Customer Choice

While we may suggest an exchange as the best solution, the final choice between a refund and exchange rests with the customer, subject to our refund eligibility criteria.

Store Credit Option

We may offer store credit as an alternative to cash refunds. Store credit:

• Never expires
• Can be used for any menu items
• Is transferable to other customers
• May include a bonus percentage as goodwill gesture

7. Damaged or Defective Food Policy

Immediate Action Required

For food safety and quality issues, immediate action is required:

• Stop consuming the food immediately
• Take photos of the issue before disposing of food
• Contact us within 2 hours of discovery
• Preserve any relevant evidence if safe to do so

Full Refund Guarantee

For verified cases of damaged or defective food, we offer:

• Full refund of the affected items
• Refund of delivery charges if applicable
• Compensation for the entire order in severe cases
• Medical expense coverage if health issues result (subject to investigation)

Food Safety Incidents

We take food safety extremely seriously. Any reports of contamination, foreign objects, or foodborne illness will be:

• Investigated immediately by our management team
• Reported to relevant health authorities if required
• Resolved with priority customer care and full compensation