Refund Policy

1. Overview

At Ledo Pizza, customer satisfaction is our top priority. We are committed to providing fresh, high-quality food and exceptional service. This refund policy outlines the conditions under which refunds may be requested and processed for our products and services.

We understand that occasionally issues may arise with your order, and we are dedicated to resolving any problems promptly and fairly. This policy applies to all food orders, catering services, and merchandise purchased from Ledo Pizza.

2. Refund Eligibility

Refunds may be requested under the following conditions:

Time Frame

• For dine-in orders: Issues must be reported during your visit or within 2 hours of service
• For takeout/delivery orders: Issues must be reported within 1 hour of order pickup or delivery
• For catering orders: Issues must be reported within 24 hours of the scheduled event
• For merchandise: Returns must be requested within 14 days of purchase

Product Condition

• Food items that are significantly different from what was ordered
• Food that is demonstrably defective, spoiled, or unsafe for consumption
• Orders that are substantially incomplete or incorrect
• Merchandise that is defective, damaged, or significantly different from description

Proof of Purchase

• Original receipt or order confirmation
• Order number for online/phone orders
• Credit card statement showing the transaction
• Photos of defective or incorrect items (when applicable)

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Personal Preference: Refunds will not be provided simply because you did not enjoy the taste of correctly prepared food
• Consumed Food: Food that has been substantially consumed (more than 25% of the item)
• Custom Orders: Specially customized items that were prepared according to your specific instructions
• Promotional Items: Free items received through promotions, contests, or loyalty programs
• Gift Cards: Digital or physical gift cards (unless required by law)
• Late Complaints: Issues reported outside the specified time frames
• No-Show Orders: Orders not picked up within designated time frames
• Third-Party Delivery: Issues caused by third-party delivery services beyond our control
• Weather-Related Delays: Delays caused by severe weather conditions

4. Refund Request Process

To request a refund, please follow these steps:

1. Contact Us Immediately: Report the issue as soon as possible during the eligible time frame
2. Provide Details: Clearly describe the problem with your order and provide your order information
3. Submit Documentation: Provide proof of purchase and photos of the issue when applicable
4. Allow Investigation: Our team may need to review your order details and investigate the issue
5. Receive Decision: We will notify you of our decision within 2-3 business days
6. Return Items: If required, return unused portions of food or merchandise in original condition

Contact Methods for Refund Requests

• In-person at the restaurant location where you made your purchase
• Phone: +1 267-239-5925 (during business hours)
• Email: [email protected] with "Refund Request" in the subject line
• Online contact form through our website

5. Refund Methods and Processing Time

Refund Methods

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds will typically be issued to the original form of payment used for the purchase
• Cash Purchases: Cash refunds available immediately at the restaurant location
• Credit/Debit Cards: Refunds processed back to the original card
• Store Credit: May be offered as an alternative in certain circumstances
• Gift Cards: New gift card issued for gift card purchases (where applicable)

Processing Time Frames

• Cash Refunds: Immediate (when processed in-store)
• Credit/Debit Cards: 3-5 business days from approval
• Online Orders: 5-7 business days from approval
• Catering Orders: 5-10 business days from approval

Note: Actual credit to your account may take additional time depending on your bank or credit card company's processing policies.

6. Exchanges Policy

In many cases, we may offer an exchange instead of a refund:

When Exchanges Are Offered

• Incorrect orders that can be easily corrected
• Food quality issues that can be resolved by remaking the item
• Customer preference for a different menu item of equal or lesser value
• Defective merchandise that can be replaced with identical items

Exchange Process

• Must be requested within the same time frames as refunds
• Original item should be returned when possible
• Replacement items will be prepared fresh
• Price differences may apply for upgraded items

7. Damaged or Defective Items

Special procedures apply for clearly damaged or defective products:

Food Safety Issues

• Items that pose health risks will be immediately replaced or refunded
• Full investigation will be conducted to prevent future occurrences
• Customer will be contacted with follow-up information
• No time limit restrictions apply for legitimate food safety concerns

Delivery Damage

• Orders damaged during delivery will be remade and re-delivered at no charge
• Photos of damaged items may be requested
• Full refund available if remake/re-delivery is not possible
• Investigation with delivery service providers when applicable

Merchandise Defects

• Defective merchandise will be replaced or refunded at customer's choice
• Return of defective item required
• Extended warranty considerations for certain items
• Manufacturer warranty may apply in addition to our policy