Overview

At Ledo Pizza, we are committed to providing exceptional food and service to every customer. We understand that occasionally issues may arise with your order, and we want to make things right. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds when necessary.

We stand behind the quality of our authentic square pizza and Italian cuisine. If you're not completely satisfied with your order, we will work with you to resolve the issue promptly and fairly. Our goal is to ensure every customer has a positive experience with Ledo Pizza.

Our Commitment

We guarantee fresh, quality ingredients and prompt service. If we fail to meet these standards, we will make it right through refunds, exchanges, or other appropriate remedies.

Refund Eligibility

Refunds may be issued under the following conditions:

Timeframe Requirements

Dine-in orders: Issues must be reported before leaving the restaurant
Takeout orders: Issues must be reported within 2 hours of pickup
Delivery orders: Issues must be reported within 1 hour of delivery
Catering orders: Issues must be reported within 4 hours of delivery/pickup
Event cancellations: Must be requested at least 48 hours in advance

Valid Reasons for Refund

Order was incorrect or incomplete
Food quality issues (undercooked, overcooked, or spoiled)
Food safety concerns
Excessive delivery delays (over 60 minutes past estimated time)
Order cancellation by restaurant due to unavailability
Billing errors or duplicate charges

Required Documentation

Original receipt or order confirmation
Order number or transaction ID
Clear description of the issue
Photos of the problematic items (when applicable)
Contact information for follow-up

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Personal taste preferences or change of mind
Orders consumed in full before complaint
Special dietary requests not specified at time of order
Delays due to weather conditions or circumstances beyond our control
Orders placed with incorrect delivery information
Gift cards and promotional items (unless defective)
Custom catering orders prepared to specification
Third-party delivery service issues outside our control
Orders refused at delivery without valid reason

Important Note

Refund eligibility is determined on a case-by-case basis. We reserve the right to decline refund requests that do not meet our policy criteria or appear fraudulent.

Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

Call our customer service at +1 267-239-5925
Email us at [email protected]
Speak with a manager at the restaurant location
Submit a complaint through our website contact form

Step 2: Provide Order Details

Order number and date of purchase
Items affected and description of issue
Your contact information
Photos of the issue (if applicable)

Step 3: Investigation Process

We will review your complaint within 24 hours
Manager may contact you for additional information
We may request return of problematic items
Investigation typically completed within 48 hours

Step 4: Resolution

Approved refunds will be processed immediately
You will receive confirmation of the refund
Alternative solutions may be offered (replacement, credit)
Decision will be communicated via phone or email

Refund Methods

Refunds will be processed using the following methods:

Original Payment Method

Credit/debit card refunds: 3-5 business days
Cash payments: Immediate cash refund available
Online payments: 5-7 business days to reflect in account
Gift card purchases: Credit issued to new gift card

Processing Timeframes

Same-day issues: Immediate resolution when possible
Credit card refunds: 3-5 business days
Bank transfers: 5-7 business days
Third-party payment apps: Varies by provider

Refund Confirmation

Email confirmation sent for all refunds
Refund reference number provided
Instructions for tracking refund status
Customer service contact for follow-up questions

Exchanges vs Refunds

We often offer exchanges as an alternative to refunds, which can provide faster resolution:

Exchange Options

Replacement of incorrect or defective items
Store credit for future orders
Equivalent value menu substitutions
Complimentary items to resolve minor issues

When Exchanges Are Preferred

Incorrect orders that can be quickly remade
Missing items from large orders
Temperature issues with delivered food
Customer preference for store credit

Exchange Process

Same-day exchanges for dine-in customers
Immediate remake for pickup customers
Redelivery within 60 minutes when possible
Store credit issued for future convenience

Damaged or Defective Items

Special procedures apply for damaged or defective food items:

Immediate Actions

Stop consumption immediately if safety concern
Preserve item for inspection when possible
Take photos showing the defect or damage
Contact us within the timeframes listed above

Safety Concerns

Foreign objects found in food
Signs of spoilage or contamination
Allergic reaction due to mislabeled ingredients
Undercooked meat or dairy products

Resolution for Safety Issues

Full refund plus compensation for any expenses
Immediate investigation of preparation processes
Follow-up with customer regarding health concerns
Cooperation with health department if required

Refund Policy