Refunds & Cancellation
At Pepper, we strive to ensure that every meal we serve meets your expectations. However, we understand that sometimes things don't go as planned. This Refunds & Cancellation Policy outlines the process for cancelling orders, requesting refunds, and how we handle such requests.
1. Order Cancellations
1.1 Cancelling an Order
You may cancel your order, but it must be done within a limited time frame. To cancel:
For Delivery Orders: Cancellations must be made before the restaurant has started preparing your order. Once preparation begins, cancellation is no longer possible.
For Pickup Orders: You may cancel your order anytime before you arrive for pickup, provided that preparation has not yet started.
1.2 How to Cancel
To cancel your order, please contact us immediately via the Pepper app or website or call the restaurant directly. If your order is eligible for cancellation, we will process it, and you will not be charged.
1.3 Cancellation Fees
In cases where cancellation is possible, no cancellation fees will apply. However, if the preparation of your order has begun, we reserve the right to refuse cancellation, and a full charge may apply.
2. Refunds
2.1 When Refunds Are Issued
We issue refunds in the following circumstances:
Order Issues: If you receive an incorrect order, items are missing, or there are significant issues with your food, please contact us within 24 hours of delivery or pickup to report the issue.
Damaged or Unsatisfactory Orders: If your order arrives damaged, cold, or otherwise unsatisfactory, we will investigate and may issue a partial or full refund.
Refunds are evaluated on a case-by-case basis and are issued at our discretion.
2.2 How to Request a Refund
To request a refund, contact us via [Insert Contact Email], our customer service phone number, or through the contact form on our website. Be sure to include the following details:
Your name
Order number
Description of the issue (photos are helpful for damaged orders)
Preferred resolution (replacement or refund)
2.3 Refund Processing
Once a refund is approved, it will be processed back to the original payment method. Refunds may take up to 5-10 business days to appear in your account, depending on your payment provider.
3. Non-Refundable Items
In certain cases, refunds may not be available, including but not limited to:
Orders that have been fully prepared or delivered as requested.
Customer dissatisfaction due to personal taste preferences.
Orders that were cancelled too late, after preparation or delivery.
We encourage customers to carefully review their orders and contact us immediately with any issues.
4. Delivery and Pickup Issues
4.1 Delivery Delays
If your delivery is delayed beyond the estimated delivery time due to unforeseen circumstances (e.g., weather, traffic, or high demand), please allow additional time. In extreme cases, you may be eligible for a refund or credit if the order arrives significantly late and unsatisfactory.
4.2 Incorrect Delivery
If you receive an incorrect order, please notify us immediately. We will arrange for a replacement or offer a refund for the incorrect items.
4.3 Missed Pickup
If you miss your pickup window and your order is not collected within the specified time frame, Pepper reserves the right to dispose of the order, and no refund may be issued.
5. Changes to Orders
5.1 Modifying Orders
Once an order is placed, we are unable to modify items, delivery details, or pickup time. If you need to make changes, you will need to cancel your order (if still possible) and place a new order.
6. Contact Us
If you have any questions about our use of cookies or how to manage your preferences, please contact us at:Pepper
123 Pizza St.
Manhattan, New York, NY 10001
United States