Refund Policy
Your satisfaction is our priority. Learn about our refund and return policies.
1. Overview
At toppers pizza, we are committed to providing exceptional food quality and customer service. We understand that occasionally issues may arise with your order, and we want to make the refund process as straightforward as possible. This refund policy outlines the conditions and procedures for requesting refunds on food orders and services.
Our Commitment
We stand behind the quality of our food and service. If you're not completely satisfied with your order, we're here to make it right through our fair and transparent refund policy.
2. Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Time Frame
- Refund requests must be made within 24 hours of order delivery or pickup
- For dine-in orders, issues must be reported before leaving the restaurant
- Catering orders must be reported within 2 hours of delivery time
Valid Reasons for Refunds
- Food quality issues (cold, undercooked, overcooked, or spoiled)
- Incorrect order delivered (wrong items, missing items)
- Delivery significantly delayed beyond estimated time (over 30 minutes late)
- Food allergies caused by incorrect preparation despite clear instructions
- Damaged or contaminated food items
Required Documentation
- Original order receipt or confirmation number
- Photo evidence of the issue (when applicable)
- Detailed description of the problem
- Contact information for follow-up
3. Non-Refundable Items and Services
The following items and circumstances are not eligible for refunds:
- Change of mind: Orders cancelled after preparation has begun
- Dietary preferences: Disliking taste when food is prepared correctly
- Special promotions: Discounted or promotional items (case-by-case basis)
- Gift certificates: Purchased gift cards or vouchers
- Partially consumed orders: Items that have been substantially consumed
- Third-party delivery issues: Problems caused by external delivery services
- Customer unavailability: Missed deliveries due to incorrect address or contact info
- Weather delays: Delays caused by severe weather conditions
4. Refund Process
Follow these steps to request a refund:
Contact Customer Service
Call us at +1 202-915-9004 or email [email protected] with your order details and issue description.
Provide Required Information
Share your order number, contact information, and detailed description of the issue. Include photos if applicable.
Review Process
Our customer service team will review your request within 2 business hours during operating hours.
Resolution Decision
We will contact you with our decision and next steps, which may include a full refund, partial refund, or replacement order.
Refund Processing
If approved, your refund will be processed according to our refund methods policy below.
5. Refund Methods and Timeline
Refund Methods
- Credit/Debit Cards: Refunds will be credited to the original payment method used
- Cash Orders: Cash refunds available at restaurant location with valid receipt
- Gift Cards: Store credit issued as gift card for future orders
- Digital Payments: Refunds processed through original payment platform (PayPal, Apple Pay, etc.)
Processing Timeline
- Credit/Debit Cards: 3-5 business days to appear in your account
- Digital Payments: 1-3 business days depending on platform
- Cash Refunds: Immediate upon visiting restaurant with receipt
- Store Credit: Issued immediately and emailed within 24 hours
6. Exchanges vs Refunds
In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:
Exchange Options
- Replacement Order: New order prepared and delivered at no additional cost
- Store Credit: Full value credit for future orders with extended validity
- Upgraded Order: Enhanced version of your original order when available
- Alternative Items: Different menu items of equal or greater value
When Exchanges Are Preferred
- Minor preparation errors that can be easily corrected
- Missing items from larger orders
- Temperature issues with deliveries
- First-time customer service issues
7. Damaged or Defective Items
Special policies apply to orders with damaged or defective items:
Immediate Resolution
Damaged or defective items receive priority handling with same-day resolution whenever possible.
Covered Situations
- Food contamination or foreign objects in food
- Packaging damage affecting food quality
- Temperature abuse during delivery
- Incorrect preparation causing food safety concerns
Enhanced Resolution
- Full Refund: Immediate refund plus potential compensation
- Free Replacement: New order plus complimentary items
- Store Credit: Enhanced credit value for future orders
- Quality Assurance: Follow-up to prevent future issues
8. Contact Information for Refund Requests
Customer Service
What to Include in Your Request
- Order confirmation number or receipt
- Date and time of order
- Detailed description of the issue
- Photos of problematic items (when applicable)
- Your contact information
- Preferred resolution method
Response Timeline
We are committed to prompt customer service:
- Phone Calls: Immediate assistance during business hours
- Email Requests: Response within 2 hours during business hours
- Complex Issues: Resolution within 24 hours maximum
- Emergency Food Safety: Immediate priority response
Important Note
This refund policy is subject to change without notice. Current version is always available on our website. For questions about this policy, please contact our customer service team.
Last Updated: January 2025