Refund Policy

Overview

At Toppers Pizza, customer satisfaction is our top priority. We are committed to providing exceptional food quality and service. This refund policy outlines our commitment to ensuring you have a positive experience with every order.

This policy applies to all food orders placed at our restaurant location, through our website, mobile app, or third-party delivery services. We reserve the right to modify this policy at any time, with updates posted on our website.

Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Report issues before leaving the restaurant
• Takeout orders: Report issues within 2 hours of pickup
• Delivery orders: Report issues within 1 hour of delivery
• Catering orders: Report issues within 30 minutes of delivery/pickup

Valid Refund Reasons

• Incorrect order received
• Food quality issues (cold, burnt, undercooked)
• Missing items from order
• Damaged or contaminated food
• Delivery issues beyond customer control
• Allergic reaction due to incorrect preparation

Required Documentation

• Original receipt or order confirmation
• Order number and date of purchase
• Photos of the issue (when applicable)
• Description of the problem

Non-Refundable Items

The following items and situations are not eligible for refunds:

• Consumed Food: Items that have been partially or completely consumed (except in cases of food safety issues)
• Special Dietary Preferences: Dissatisfaction based on personal taste preferences
• Late Requests: Requests made outside the specified timeframes
• Customer Error: Incorrect delivery address provided by customer
• No-Shows: Failed to receive delivery due to customer unavailability
• Gift Cards: Digital or physical gift cards (subject to separate terms)
• Promotional Items: Free items received through promotions or coupons
• Third-Party Issues: Problems caused by third-party delivery services beyond our control

Refund Process

Follow these steps to request a refund:

Step-by-Step Process

1. Contact Us Immediately: Call our restaurant at +1 202-915-9004 or visit in person
2. Provide Order Details: Share your order number, receipt, and description of the issue
3. Submit Documentation: Email photos and details to [email protected] if requested
4. Review Process: Our manager will review your request within 2 business hours
5. Resolution Notification: We will contact you with our decision and next steps
6. Refund Processing: Approved refunds are processed according to our refund methods policy

Emergency Contact

For urgent food safety concerns or severe allergic reactions, please:

• Seek immediate medical attention if necessary
• Contact our restaurant immediately at +1 202-915-9004
• Preserve the food item for inspection if safe to do so

Refund Methods

Refunds are processed using the following methods and timeframes:

Payment Method Refunds

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Payments: Immediate cash refund available in restaurant
• Digital Payments (PayPal, Apple Pay, etc.): 1-3 business days
• Gift Cards: Store credit issued within 24 hours

Alternative Compensation

Processing Times

• Decision Time: 2 business hours during operating hours
• Cash Refunds: Immediate (in-restaurant only)
• Card Refunds: 3-5 business days
• Store Credit: Within 24 hours

Exchanges

In many cases, we prefer to offer exchanges or replacements rather than monetary refunds:

Exchange Policy

• Immediate Replacement: For dine-in customers, we can remake items immediately
• Next Visit Replacement: Free replacement item on your next visit (within 30 days)
• Upgrade Options: We may offer to upgrade your order at no additional cost
• Equivalent Value: Exchange for different menu items of equal or lesser value

When Exchanges Are Preferred

• Incorrect order items
• Temperature issues with food
• Minor preparation errors
• Missing toppings or ingredients

Damaged or Defective Items

We take food safety and quality seriously. Special procedures apply for damaged or defective items:

Immediate Actions

• Stop Consumption: Discontinue eating the item immediately
• Preserve Evidence: Keep the item and packaging for inspection
• Document Issue: Take photos showing the problem
• Contact Us: Call immediately at +1 202-915-9004

Types of Issues Covered

• Foreign objects in food
• Spoiled or rotten ingredients
• Burnt or severely overcooked items
• Undercooked meat or unsafe temperatures
• Contaminated or moldy items
• Allergenic contamination

Our Response