Refund Policy

1. Overview

At Glass Nickel Pizza, we believe that great food and exceptional service go hand in hand. Our refund policy reflects our commitment to customer satisfaction and our dedication to delivering the authentic flavors and quality experience you expect from us.

This policy outlines the circumstances under which refunds may be requested and processed, ensuring transparency and fairness for both our valued customers and our business operations. We encourage you to read this policy carefully and contact us if you have any questions.

2. Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant
• Takeout orders: Refund requests must be made within 2 hours of pickup
• Delivery orders: Refund requests must be made within 1 hour of delivery
• Catering orders: Refund requests must be made within 24 hours of the scheduled event
• Gift cards: Refund requests must be made within 30 days of purchase (unused gift cards only)

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be in their original packaging or containers
• Quality issues must be documented with photos when possible
• Temperature complaints must be reported immediately upon receipt

Proof of Purchase

• Original receipt or order confirmation number
• Valid identification matching the order name
• Credit card used for payment (if applicable)
• Delivery address verification (for delivery orders)

3. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

Food Items

• Custom or specialty orders that were prepared to customer specifications
• Items consumed beyond 25% of the original portion
• Food items where the customer changed their mind about taste preferences
• Items affected by customer allergies not disclosed at time of order
• Promotional or discounted items (unless defective)

Services and Fees

• Delivery fees (unless order is cancelled before preparation begins)
• Service charges for large groups or events
• Processing fees for online orders
• Tips and gratuities

Special Circumstances

• Orders cancelled after food preparation has begun
• No-show customers for pickup orders (after 1 hour hold time)
• Incorrect delivery address provided by customer
• Weather-related delivery delays beyond our control

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us

• Call our customer service at +1 859-710-8877
• Email us at [email protected]
• Visit the location where you made your purchase
• Use our online contact form on our website

Step 2: Provide Information

• Order number or receipt information
• Date and time of purchase
• Detailed description of the issue
• Photos of the problem (if applicable)
• Preferred resolution method

Step 3: Review and Verification

• Our team will review your request within 24 hours
• We may contact you for additional information
• Quality control investigation (if necessary)
• Management approval for refunds over $50

Step 4: Resolution

• You will receive confirmation of approved refunds
• Alternative solutions may be offered (replacement, store credit)
• Refund processing will begin within 48 hours of approval

5. Refund Methods and Timeframes

Payment Method Refunds

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Payments: Immediate cash refund at restaurant location
• Gift Cards: Credit restored to original gift card within 24 hours
• Third-party Apps: 5-7 business days (processed through original app)
• Corporate Accounts: Processed with next billing cycle

Alternative Refund Options

• Store Credit: Issued immediately, valid for 12 months
• Gift Card: Physical or digital, no expiration date
• Account Credit: Applied to customer loyalty account

6. Exchanges vs. Refunds

In many cases, an exchange may be more appropriate than a refund. We encourage customers to consider these options:

Exchange Options

• Item Replacement: Same item prepared fresh
• Menu Substitution: Different item of equal or lesser value
• Size Adjustment: Upgrade or downsize with price adjustment
• Preparation Modification: Different cooking style or ingredients

When Exchanges Are Preferred

• Temperature issues (food too cold or overcooked)
• Incorrect order fulfillment
• Minor quality concerns
• Customer preference changes

Exchange Process

• Exchanges can be processed immediately at the restaurant
• No additional charges for equal value exchanges
• Price differences will be refunded or collected as needed
• Fresh preparation ensures optimal quality

7. Damaged or Defective Items

Special considerations apply to damaged or defective items:

Quality Issues Covered

• Food safety concerns (contamination, foreign objects)
• Incorrect temperature (cold hot food, warm cold drinks)
• Burnt, undercooked, or overcooked items
• Missing ingredients or toppings
• Spilled or damaged packaging
• Expired or stale products

Expedited Processing

• Immediate replacement or refund for safety issues
• No requirement to return damaged food items
• Priority handling for quality complaints
• Management notification for recurring issues

Documentation Requirements

• Photos of the issue (when safe and practical)
• Detailed description of the problem
• Time and location of discovery
• Any symptoms or concerns (for safety issues)