Refund Policy

At Salvatore Pizza, customer satisfaction is at the heart of everything we do. We understand that occasionally an order may not meet your expectations, and we are committed to resolving any concerns fairly, promptly, and transparently. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution in accordance with applicable Canadian consumer protection legislation, including the Consumer Protection Act and relevant provincial statutes.

Please read this policy carefully before placing an order. By ordering from our website at salvatore-ca.com or by contacting us directly, you acknowledge that you have read and agree to the terms set out below.

1. Our Commitment to You

Salvatore Pizza is dedicated to delivering fresh, high-quality food prepared with care. Every order we prepare is made to order, which means our products are perishable and time-sensitive by nature. Because of this, our refund policy is designed to balance your rights as a consumer with the practical realities of food service operations.

We will always act in good faith and encourage you to contact us as soon as possible if you experience any issue with your order. Our team is ready to assist and find the best resolution for your situation.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• Your order was incorrect — you received items different from what you ordered.
• Your order was incomplete — one or more items were missing from your delivery or pickup.
• Your food was unsatisfactory in quality — including items that were raw, spoiled, contaminated, or otherwise unfit for consumption.
• Your order was not delivered within a reasonable timeframe and you did not receive it at all.
• A duplicate charge was applied to your payment method due to a technical error.
• You were charged for an item that was listed as unavailable or out of stock at the time of your order.
• Your order was confirmed by us but subsequently cancelled by Salvatore Pizza due to operational reasons.

3. Timeframes for Refund Requests

To ensure your concern can be properly investigated, refund requests must be submitted within the following timeframes:

Requests made outside of these timeframes may be considered on a case-by-case basis at our sole discretion. However, we strongly encourage you to report any issue as soon as it is identified to ensure the best possible outcome.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for a refund under this policy. These include, but are not limited to:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders that were picked up by the customer and consumed without a quality issue being reported at the time of pickup.
• Requests based solely on personal taste preferences that are not related to a quality defect (e.g., "I did not enjoy the flavor").
• Items that were customized at the customer's specific request (e.g., special toppings, modifications) and prepared correctly.
• Delivery fees, where the delivery was successfully completed to the correct address.
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verified quality issue.
• Requests submitted beyond the applicable reporting timeframe without a compelling reason for the delay.
• Orders affected by delays caused by circumstances beyond our control, such as severe weather events, traffic incidents, or third-party delivery platform failures, provided the food was delivered and in satisfactory condition.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps below:

1. Step 1 — Gather Your Information: Before reaching out, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable — strongly recommended for quality complaints)
2. Step 2 — Contact Us: Send your refund request to our customer service team via email at [email protected] or visit our website at salvatore-ca.com. Please use the subject line: "Refund Request – Order #[Your Order Number]".
3. Step 3 — Wait for Acknowledgement: Our team will acknowledge receipt of your request within 1 business day. We may ask for additional information or photos to assist in our review.
4. Step 4 — Review and Decision: We will review your request thoroughly and provide a decision within 3 business days of receiving all required information. We will notify you of our decision by email.
5. Step 5 — Refund Issued: If your request is approved, your refund will be processed according to the payment method used and the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your funds will depend on the payment method used at checkout:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account is ultimately determined by your financial institution. Salvatore Pizza is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Salvatore Pizza may issue a partial refund in the following circumstances:

• Only some items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for those specific items only.
• The food was of acceptable quality overall, but one component of the order did not meet our standards.
• The order arrived late but was still received and consumed — a partial refund or store credit may be offered as a goodwill gesture.
• The customer contributed partially to the issue (e.g., incorrect address for part of the order).

The amount of any partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order value, including applicable taxes.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct exchanges in the traditional retail sense. However, in situations where a quality issue is confirmed and an exchange is practical, we may offer the following:

• Replacement order: We may prepare and deliver or make available for pickup a replacement item or order at no additional charge, provided the issue is reported within 2 hours of receipt and an exchange is logistically feasible.
• Store credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent or greater value to be used on a future order at salvatore-ca.com.

Exchanges and replacements are subject to ingredient and item availability. If a direct replacement is not available, a full or partial monetary refund will be issued instead.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines carefully:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you contact us to cancel your order before our kitchen has started preparing it, you will receive a full refund. Please call or email us immediately if you need to cancel.
• After preparation has begun: Once our kitchen team has started preparing your order, cancellation may not be possible. In this case, a full refund may not be issued. We may offer store credit or a partial refund at our discretion.
• After dispatch for delivery: Orders that have already been dispatched for delivery cannot be cancelled. Please ensure your order details are correct before confirming your purchase.

9.2 Cancellations by Salvatore Pizza

Salvatore Pizza reserves the right to cancel an order in the following situations:

• An item ordered is no longer available or out of stock.
• There is an error in the pricing or description of a menu item.
• We are unable to fulfill the delivery due to operational constraints.
• A suspected fraudulent transaction has been identified.

In all cases where Salvatore Pizza initiates the cancellation, you will receive a full refund automatically, and we will notify you by email at the address provided at the time of your order.

10. Dispute Resolution Process

If you are not satisfied with our decision regarding your refund request, we encourage you to follow the steps below to resolve the matter:

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request an escalation to a senior member of our team. Please send a written request to [email protected] with the subject line "Refund Dispute Escalation – Order #[Your Order Number]". Include a summary of the issue and any prior correspondence. We will provide a final internal decision within 5 business days.

10.2 External Dispute Resolution

If you remain unsatisfied following our internal escalation process, you may seek assistance through the following external channels:

• Your Provincial Consumer Protection Office: Each Canadian province has a consumer affairs or consumer protection body. You may contact your province's relevant authority to file a complaint or seek mediation. In Ontario, for example, this is the Ministry of Public and Business Service Delivery. Similar bodies exist in all other Canadian provinces and territories.
• Competition Bureau of Canada: For concerns related to deceptive marketing practices or misleading representations.
• Your Credit Card Issuer or Bank: If you believe a charge was made in error or without authorization, you have the right to initiate a chargeback through your bank or credit card provider. We encourage you to attempt resolution with us directly before pursuing this option.
• Better Business Bureau (BBB): You may file a complaint with the BBB if you feel your concern has not been adequately addressed.

10.3 Legal Recourse

Nothing in this Refund Policy limits or excludes your rights under applicable Canadian federal or provincial consumer protection legislation, including but not limited to the Consumer Protection Act, 2002 (Ontario) or equivalent legislation in your province. You retain all rights provided to you under Canadian law.

11. Your Rights Under Canadian Law

As a consumer in Canada, you are entitled to certain protections regardless of any business refund policy. Canadian consumer protection laws generally provide that goods and services must:

• Be of acceptable quality and fit for their intended purpose.
• Match the description provided at the time of sale.
• Be delivered within a reasonable timeframe as agreed.

Salvatore Pizza respects and complies with all applicable federal and provincial consumer protection laws. Our refund policy is intended to complement, not replace, your statutory rights under Canadian law.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general concerns, please contact our customer service team using the details below:

Our customer service team is available during regular business hours. We aim to respond to all inquiries within 1 business day. For time-sensitive matters such as order cancellations, we recommend reaching out as immediately as possible to maximize the chance of a successful outcome.

13. Amendments to This Policy

Salvatore Pizza reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website at salvatore-ca.com with a revised effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

This Refund Policy was last reviewed and updated on June 23, 2026. Thank you for choosing Salvatore Pizza. We value your business and are committed to making every experience a great one.