Refund Policy

Last Updated: May 1, 2024

At SliceLine Pizza Delivery, we strive to provide you with the best pizza delivery experience in Canada. We understand that sometimes issues arise, and this Refund Policy outlines the circumstances under which we offer refunds, credits, or replacements for our products and services.

1. Eligibility for Refunds

Order Issues

You may be eligible for a refund, store credit, or replacement if:

• Your order was delivered more than 15 minutes after the promised delivery time (excluding delays caused by incorrect address information or circumstances beyond our control such as severe weather conditions)
• Your order was incorrect or incomplete
• The quality of food did not meet our standards (cold upon delivery, wrong toppings, etc.)
• There was a problem with the food safety or quality
• You were charged incorrectly

Cancelled Orders

For cancelled orders:

• If you cancel your order before it has been prepared, you will receive a full refund
• If you cancel your order after it has been prepared but before it has left our location for delivery, you may receive a partial refund or store credit
• If you cancel your order after it has left our location for delivery, refunds are provided at our discretion

2. How to Request a Refund

To request a refund, please contact us through one of the following methods:

• Phone: Call our customer service at +1 (585) 873-3629
• Email: Send your request to support@sliceline.ca
• Online: Submit a refund request through our website's contact form
• In Person: Speak with a manager at any of our locations

Please provide the following information when requesting a refund:

• Order number
• Date and time of order
• Description of the issue
• Your contact information
• Your preferred resolution (refund, store credit, or replacement)

Time Limit: Refund requests should be made within 24 hours of receiving your order for food quality issues, and within 7 days for billing issues.

3. Refund Process

Review Period

We will review your refund request promptly. In most cases, we will respond within 24-48 hours. For complex issues, it may take up to 5 business days to complete our investigation.

Refund Methods

If your refund is approved, it will be processed according to your original payment method:

• Credit/Debit Card: Refunds will be issued to the original card used for purchase. It may take 5-10 business days for the refund to appear on your statement, depending on your financial institution.
• Online Payment Services: Refunds to services like PayPal will be processed within 1-3 business days.
• Cash Payments: For orders paid in cash, we may offer store credit, a replacement order, or arrange for a cash refund at one of our locations.

Partial Refunds

In some cases, we may issue partial refunds if only part of your order was affected by an issue. The amount will be determined based on the specific items affected and the nature of the problem.

4. Store Credit and Replacements

Store Credit

As an alternative to a refund, we may offer store credit in the form of a digital voucher or promotional code. Store credits:

• Are typically valid for 90 days from the date of issue
• Cannot be combined with other promotional offers unless specifically stated
• Have no cash value and cannot be transferred
• May be issued for the full amount of your order or a partial amount, depending on the circumstances

Replacement Orders

In many cases, we may offer to replace your order instead of providing a refund. Replacement orders:

• Will be prepared and delivered with priority status
• May be limited to replacing only the affected items
• Are subject to our standard delivery area limitations

5. Non-Refundable Items and Situations

Certain items and situations are generally not eligible for refunds:

• Delivery fees (unless the delivery was significantly delayed or not completed)
• Special custom orders that were prepared according to your specifications
• Promotional items or free items included with your order
• Situations where you simply changed your mind about your order preferences (e.g., deciding you wanted a different topping after delivery)
• Issues reported outside our specified time limits
• Delays caused by factors beyond our control (severe weather, traffic accidents, etc.)

6. Exceptions and Special Circumstances

We understand that exceptional situations may arise. In cases not specifically covered by this policy, we will work with you to find a fair resolution. Our primary goal is customer satisfaction, and we evaluate each situation individually.

For large orders (for events, offices, etc.), special refund terms may apply. These will be communicated to you at the time of ordering.

7. Changes to this Policy

SliceLine reserves the right to modify this Refund Policy at any time. Changes will be posted on our website and will be effective immediately upon posting. The policy that was in effect at the time of your purchase will apply to your refund request.