REFUND POLICY

 

At Alt. Pizza, we strive to provide our customers with the highest quality experience. We understand that there are occasions where you may need to request a refund. This policy outlines the guidelines and procedures for refund requests related to our food and beverage products. Alt. Pizza will strive to review all cases within 3 business days of receipt of the request. 

 

Eligibility for Refund 

• Refunds will only be considered for food and beverage products purchased directly from Alt. Pizza or its authorized outlets. 

1. The refund request must be made within 3 day of the purchase date. 

2. The refund request must be accompanied by pictorial or evidence supporting the issue. 

 

• Valid Reasons for Refund: 

1. Quality Issues: If you believe that the food or beverage product you purchased is of unsatisfactory quality or is defective, you may be eligible for a refund. Please provide details and supporting evidence such as photographs, packaging, or any other relevant information. 

2. Allergic Reactions: Do note that ingredients are stated under each item’s name on the menu. If you experience an allergic reaction to a specific ingredient in our food or beverage product, we will review your request for a refund. Medical documentation or a doctor's note is required for verification purposes.  

3. Incorrect Order/Missing Item: If you received the wrong food or beverage item/did not receive a portion of your order, you may request a refund. Please provide details about the incorrect order and any supporting evidence, such as photographs or receipts. 

4. Order not received / order was received beyond the serving time: If you did not receive your order or have received your order late, you may be eligible for a delivery fee refund. Please share with us the time you received your order.  

 

Non-eligible Reasons for Refund: 

1. Taste Preferences: We cannot provide refunds based on personal taste preferences, dissatisfaction with the flavor of the product or personal portion preferences. 

2. Ordering Errors: Refunds will not be granted for errors made by the customer during the ordering process, such as selecting the wrong item or quantity. 

3. Special Requests on Remarks/Order Notes: We cannot provide refunds based on additional ingredient requests written in remarks or order notes, unless it is a non-chargeable item.

 

Refund Process: 

• To initiate a refund request, please contact our customer service department within the specified timeframe at orders@foodsta.com.sg  

• Provide the following information when submitting your refund request: 

1. Order number 

2. Date of purchase 

3. Reason for refund 

4. Supporting evidence such as photographs, if applicable

 

Refund Resolution: 

1. Our team will review your refund request and supporting evidence, if provided. 

2. If your refund request is approved, you will receive a refund in the original form of payment used for the purchase. 

3. Please allow up to 10 business days for the refund to be processed. 

4. If your refund request is denied, our team will provide you with a detailed explanation for the decision. 

 

Exceptions: 

1. In some cases, we may offer alternative resolutions instead of a refund, such as replacement products or store credits, at our discretion. 

2. Please note that this refund policy applies only to food and non-alcoholic beverage products and does not cover other items or services not offered by Alt. Pizza. 

​​

• We reserve the right to modify or update this refund policy at any time. 

• Any changes will be effective immediately and will be communicated through our website or other appropriate channels. 

• If you have any further questions or require clarification, please contact our team at orders@foodsta.com.sg.