1. Introduction
At CiCi's Pizza Buffet, customer satisfaction is our top priority. We strive to provide high-quality food and excellent service at all times. However, we understand that sometimes issues may arise. This Refund Policy outlines the conditions under which we offer refunds for our products and services.
By making a purchase at our restaurants or through our online ordering system, you agree to comply with and be bound by this Refund Policy. Please read this policy carefully before making a purchase.
2. In-Restaurant Dining Refund Policy
Buffet Dining Experience
If you are not satisfied with your buffet dining experience for any reason, please notify a manager before leaving the restaurant. We want the opportunity to address any issues immediately and ensure you have an enjoyable experience. In most cases, we will:
- Address any specific concerns about food quality or service
- Offer to replace any unsatisfactory items
- Provide a full or partial refund at the manager's discretion if we cannot resolve the issue to your satisfaction
Please note that refund requests made after leaving the restaurant may be more difficult to verify and process.
Special Events and Parties
For pre-paid special events, parties, or group reservations:
- Cancellations made at least 48 hours before the scheduled event will receive a full refund.
- Cancellations made less than 48 hours before the event may receive a partial refund or credit for future use, at the discretion of the restaurant manager.
- No-shows without prior notification may not be eligible for a refund.
3. Online and Delivery Order Refund Policy
Quality Issues
If you are not satisfied with the quality of items received through delivery or pickup:
- Contact the restaurant location that fulfilled your order within 1 hour of receiving your order.
- Provide your order number, details about the issue, and photos if possible.
- Depending on the situation, we may offer to:
- Replace the affected items
- Issue a refund for the affected items
- Issue a full refund for the order
- Provide store credit for future orders
Incorrect or Missing Items
If your order contains incorrect or missing items:
- Contact the restaurant location that fulfilled your order within 1 hour of receiving your order.
- Provide your order number and details about what was incorrect or missing.
- We will arrange for delivery of the correct or missing items, or issue a refund for those specific items.
Late Deliveries
For orders that are delivered significantly later than the estimated delivery time:
- Contact the restaurant location that fulfilled your order.
- Depending on the circumstances and delay duration, we may offer a partial refund, store credit, or discount on a future order.
Canceled Orders
For online orders that you wish to cancel:
- Orders can be canceled for a full refund before the restaurant begins preparing your food (typically within 5 minutes of placing the order).
- Once your order has entered the preparation stage, cancellation and refund may not be possible, as we have already committed resources to fulfill your order.
- To cancel an order, contact the restaurant location directly as soon as possible.
4. Gift Card Refund Policy
CiCi's Pizza Buffet gift cards and e-gift cards are treated like cash and cannot be returned or refunded once purchased. However:
- Gift cards do not expire and have no fees.
- If a physical gift card is damaged and unusable, we can transfer the remaining balance to a new card.
- If you believe a gift card has been used without your authorization, please contact our Customer Service team for assistance.
5. Catering Order Refund Policy
Cancellations
For catering orders:
- Cancellations made at least 24 hours before the scheduled pickup or delivery time will receive a full refund.
- Cancellations made less than 24 hours before the scheduled time may incur a 25% cancellation fee, as we have already begun preparations and allocated resources.
- Same-day cancellations may incur a 50% cancellation fee.
Quality or Service Issues
If you experience quality or service issues with a catering order:
- Contact the restaurant location that fulfilled your order as soon as possible.
- Provide detailed information about the issue, including photos if possible.
- Depending on the situation, we may offer a partial refund, store credit, or discount on a future catering order.
6. Refund Processing Time
Refund processing times vary depending on your payment method:
- Credit/Debit Card Payments: Refunds are typically processed within 2-3 business days, but may take 5-10 business days to appear on your statement, depending on your card issuer's policies.
- Cash Payments: Cash refunds are provided immediately at the restaurant location.
- Digital Wallet Payments (Apple Pay, Google Pay, etc.): Refunds typically process within 2-5 business days.
- Gift Card Refunds: Refunds to gift cards are processed immediately.
7. How to Request a Refund
To request a refund, please follow these steps:
For In-Restaurant Dining:
- Speak to a manager before leaving the restaurant.
- Explain the issue and provide your receipt if available.
For Online Orders:
- Contact the restaurant location that fulfilled your order directly.
- Provide your order number, date of purchase, and details about the issue.
- If possible, include photos of any quality issues.
For Catering Orders:
- Contact our catering department at the number provided in your confirmation email.
- Provide your order number and details about the issue.
Customer Service Contact:
If you are unable to resolve your refund request through the above channels, please contact our Customer Service team:
8. Exceptions and Special Circumstances
Promotional Offers and Discounts
Items purchased with promotional offers, coupons, or discounts may be refunded at the actual price paid, not the regular menu price.
Third-Party Delivery Services
For orders placed through third-party delivery services (such as DoorDash, Grubhub, Uber Eats, etc.):
- Refund requests must be submitted through the third-party platform that processed your order.
- Refund policies of the third-party service will apply, though we will work with them to resolve quality issues related to our food.
Force Majeure
In cases of events beyond our reasonable control (such as severe weather, power outages, natural disasters, etc.) that affect our ability to fulfill orders, we will work with affected customers on a case-by-case basis to provide appropriate refunds or alternatives.
9. Refund Limitations
While we strive to ensure customer satisfaction, there are some limitations to our refund policy:
- Refund requests made more than 24 hours after the purchase or delivery may be more difficult to verify and process.
- Repeated refund requests from the same customer may be subject to additional review.
- We reserve the right to deny refund requests that we determine, in our reasonable discretion, to be fraudulent or abusive of our policy.
- Personal taste preferences (e.g., "I didn't like it" without any quality issue) may not qualify for a refund, particularly if a significant portion of the food was consumed.
10. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
11. Contact Us
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us at:
CiCi's Pizza Buffet
4 Martin Forge
South Chrisfort, N5 1WP
United States
Email: [email protected]
Phone: +443059378079
