Refund Policy

Customer Satisfaction Commitment

At Ledo Pizza, we are committed to providing exceptional food quality and customer service. Our refund policy is designed to ensure your complete satisfaction with every order. We understand that issues can arise, and we're here to make things right.

This refund policy applies to all food orders placed through our website, mobile app, phone, or in-store. Please read this policy carefully to understand your rights and our procedures for handling refund requests.

Refund Eligibility

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

Timeframe Requirements

• Refund requests must be made within 24 hours of order delivery or pickup
• For quality issues, contact us immediately upon receiving your order
• Late delivery complaints must be reported within 2 hours of scheduled delivery time

Required Documentation

• Original order receipt or confirmation number
• Proof of purchase (credit card statement, online order confirmation)
• Photos of damaged or incorrect items (when applicable)
• Detailed description of the issue encountered

Valid Refund Reasons

• Incorrect order received (wrong items, missing items)
• Food quality issues (undercooked, overcooked, contaminated)
• Delivery problems (significantly late, wrong address)
• Order cancellation before preparation begins
• Allergic reaction due to undisclosed ingredients

Non-Refundable Items

The following items and situations are not eligible for refunds:

• Orders that have been completely consumed
• Customized orders that were prepared according to specifications
• Orders cancelled after food preparation has begun
• Delivery delays due to weather or traffic conditions beyond our control
• Customer unavailability for delivery (after multiple attempts)
• Change of mind after order confirmation
• Promotional items and special offers (unless defective)
• Gift cards and store credit (except as required by law)
• Orders placed more than 48 hours ago

How to Request a Refund

Follow these steps to submit a refund request:

Step 1: Contact Customer Service

Reach out to our customer service team immediately:

• Phone: +1 418-872-4386 (available during business hours)
• Email: [email protected]
• Online: Submit a request through our contact form
• In-store: Speak with a manager at any location

Step 2: Provide Required Information

When contacting us, please have the following information ready:

• Your name and contact information
• Order number and date of purchase
• Detailed description of the issue
• Photos of problematic items (if applicable)
• Preferred resolution (refund, replacement, store credit)

Step 3: Investigation and Response

Our team will:

• Review your request within 24 hours
• Investigate the reported issue
• Contact you with a resolution within 2-3 business days
• Process approved refunds according to our refund methods

Refund Processing

Payment Method

Refunds will be processed using the original payment method:

• Credit/Debit Cards: Refunded to the original card
• Cash Payments: Cash refund or store credit available
• Gift Cards: Refunded as store credit
• Digital Payments: Refunded to original digital wallet

Processing Timeframes

• Credit Card Refunds: 3-5 business days to appear on statement
• Debit Card Refunds: 5-7 business days
• Digital Wallet Refunds: 1-3 business days
• Store Credit: Issued immediately upon approval
• Cash Refunds: Available immediately at any location

Partial Refunds

In some cases, we may offer partial refunds for:

• Orders with only minor issues
• Partially consumed meals with valid complaints
• Late delivery (partial delivery fee refund)
• Missing items from larger orders

Exchanges and Alternatives

When We Offer Exchanges

Instead of refunds, we may offer:

• Replacement order for incorrect or damaged items
• Store credit for future purchases
• Complimentary items or discounts on next order
• Upgrade to larger size or premium items

Store Credit Policy

• Store credit never expires
• Can be used for any menu items
• Transferable to family members
• Cannot be redeemed for cash
• Valid at all Ledo Pizza locations

Replacement Orders

For eligible issues, we'll provide:

• Free replacement of incorrect items
• Priority preparation and delivery
• Additional items to compensate for inconvenience
• Upgraded ingredients or sizes when available

Damaged or Defective Items

Immediate Action Required

If you receive damaged or defective food items:

• Do not consume the affected items
• Take photos immediately as evidence
• Contact us within 1 hour of delivery/pickup
• Preserve the items for potential inspection

Types of Damage We Cover

• Spilled or crushed items during delivery
• Burnt or undercooked food
• Contaminated or spoiled ingredients
• Incorrect temperature (cold hot food, warm cold drinks)
• Foreign objects in food
• Packaging failures leading to spills

Our Response to Damaged Items

• Immediate full refund or replacement
• Investigation to prevent future occurrences
• Additional compensation for serious issues
• Follow-up to ensure satisfaction

Customer Service Contact

Legal Information

This refund policy is governed by applicable consumer protection laws. Your statutory rights as a consumer are not affected by this policy. In some jurisdictions, you may have additional rights beyond those outlined here.

Policy Updates

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services constitutes acceptance of any policy changes.

Dispute Resolution

If you're not satisfied with our refund decision, you may escalate your concern to our management team or seek resolution through appropriate consumer protection agencies in your jurisdiction.

Last Updated: January 2025