Refund Policy

1. Overview

Customer satisfaction is our top priority at Ledo Pizza. We stand behind the quality of our food and service, and we are committed to making things right when they don't meet your expectations. This refund policy outlines the terms and conditions under which refunds may be issued for orders placed through our restaurant, website, mobile app, or third-party delivery platforms.

2. Refund Eligibility

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

Timeframe Requirements

• Delivery/Pickup Orders: Must be reported within 2 hours of order delivery or pickup time
• Quality Issues: Must be reported immediately upon receipt of order
• Wrong Order: Must be reported within 1 hour of delivery/pickup
• Online Orders: Must be cancelled before preparation begins

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be returned in original packaging when requested
• Photographic evidence may be required for quality-related claims

Proof of Purchase

• Valid order receipt or confirmation number
• Payment method verification
• Matching delivery address or pickup confirmation
• Third-party delivery platform order details (when applicable)

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

Food Items

• Custom pizza orders that were prepared according to specifications
• Items consumed beyond 25% of the total quantity
• Food delivered more than 2 hours ago
• Items with minor cosmetic imperfections that don't affect taste or safety

Services and Fees

• Delivery fees (unless order is cancelled before preparation)
• Service charges and gratuities
• Third-party platform fees
• Processing fees for online transactions

Special Circumstances

• Customer no-shows for pickup orders after 30 minutes past scheduled time
• Delivery delays due to customer unavailability
• Orders modified after preparation has begun
• Dissatisfaction with taste preferences (unless quality issue)

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Us Immediately

• Call our customer service hotline: +1 860-567-0043
• Email us at: [email protected]
• Use the contact form on our website
• Speak with the manager at your local Ledo Pizza location

Step 2: Provide Required Information

• Order confirmation number or receipt
• Date and time of order
• Description of the issue
• Photos of the problematic items (if applicable)
• Preferred resolution (refund, replacement, store credit)

Step 3: Await Review and Response

• Initial response within 2 hours during business hours
• Investigation completed within 24 hours
• Resolution notification via phone or email
• Refund processing (if approved) within 3-5 business days

5. Refund Methods and Timeframes

Approved refunds will be processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Orders: Immediate cash refund at restaurant location
• Digital Wallets: 2-3 business days to reflect in account
• Gift Cards: Credit restored within 24 hours

Alternative Refund Options

• Store Credit: Available immediately, valid for 12 months
• Ledo Pizza Gift Card: Issued within 24 hours, no expiration
• Bank Transfer: 5-7 business days (for large orders)

6. Exchanges vs. Refunds

In many cases, we may offer exchanges as an alternative to refunds:

When Exchanges Are Preferred

• Wrong order delivered (we'll remake your correct order)
• Quality issues (we'll prepare a fresh replacement)
• Missing items (we'll deliver the missing items)
• Temperature issues (we'll provide hot replacement food)

Exchange Process

• Contact us immediately using the same process as refund requests
• We'll arrange for pickup of incorrect/problematic items
• Replacement order will be prepared with priority
• Free delivery for replacement orders
• No additional charges for exchanges

Customer Choice

You always have the option to choose between a refund or exchange. We'll discuss both options with you and honor your preference, subject to our refund policy terms.

7. Damaged or Defective Items

We take special care with orders involving damaged or defective food items:

Immediate Action Required

• Do not consume damaged or defective items
• Take photos of the issue before moving or disposing of items
• Contact us immediately at +1 860-567-0043
• Preserve packaging and any remaining food for inspection if requested

What We Consider Damaged/Defective

• Food that appears spoiled, moldy, or unsafe to consume
• Items with foreign objects or contamination
• Severely burnt or undercooked food items
• Packaging that is damaged or compromised
• Temperature abuse (frozen items that are warm, hot items that are cold)

Our Response to Damaged Items

• Immediate full refund (no questions asked)
• Free replacement order if desired
• Investigation to prevent future occurrences
• Follow-up to ensure your satisfaction
• Additional compensation for any inconvenience

8. Contact Information for Refund Requests

For all refund-related inquiries and requests, please contact us through any of the following methods:

What to Include in Your Refund Request

1. Your name and contact information
2. Order number or receipt details
3. Date and time of order
4. Detailed description of the issue
5. Photos of problematic items (if applicable)
6. Preferred resolution method
7. Best time to contact you for follow-up