Our Commitment to Customer Satisfaction
At SuperMaxxs, we take pride in delivering high-quality pizzas and exceptional service. We want you to be completely satisfied with your order. If for any reason you're not happy with your purchase, we're here to help.
This Refund Policy outlines the conditions under which we offer refunds, replacements, or credits for orders placed through our website, mobile application, or by phone.
Order Issues Eligible for Refunds or Compensation
We may offer a full or partial refund, replacement, or store credit in the following situations:
- Late Delivery: If your order arrives significantly later than the estimated delivery time provided during checkout (typically over 30 minutes late), without prior notice.
- Incorrect Order: If you receive items that are different from what you ordered.
- Missing Items: If any items are missing from your order.
- Quality Issues: If there are quality issues with the food, such as:
- Cold food (when it should be hot)
- Undercooked or overcooked food
- Foreign objects in the food
- Food that appears spoiled or unsafe for consumption
- Damaged Items: If your order arrives damaged due to improper handling during delivery.
How to Request a Refund
If you experience any issues with your order, please follow these steps to request a refund or compensation:
- Contact us promptly: Notify us of the issue within 2 hours of receiving your order. You can contact us through:
- Provide order details: Please include the following information:
- Order number
- Date and time of order
- Delivery address
- Description of the issue
- Photos of the affected products (if applicable and possible)
- Our response: Our customer service team will review your request and respond within 24 hours.
Refund Process
Once your refund request is approved, we will process it according to the following guidelines:
- Payment method: Refunds will be issued to the original payment method used for the purchase.
- Processing time: Refunds typically take 3-5 business days to process, depending on your payment provider.
- Partial refunds: In some cases, we may offer a partial refund if only a portion of your order was affected.
- Store credits: As an alternative to a refund, we may offer store credit which can be applied to future orders.
- Replacement options: In certain situations, we may offer to replace the affected items instead of providing a refund.
Our 30-Minute Delivery Guarantee
SuperMaxxs strives to deliver your order within 30 minutes from the time your order is confirmed. If your delivery takes longer than 30 minutes and we haven't notified you of potential delays (due to extreme weather, unusually high order volume, or other extenuating circumstances), you may be eligible for:
- A voucher for a free side dish on your next order
- A discount coupon for a future purchase
- Or, in some cases, a refund of your delivery fee
To claim this guarantee, please contact our customer service team with your order details within 24 hours of receiving your delivery.
Cancellation Policy
Order Cancellation
You may cancel your order and receive a full refund under the following conditions:
- The order is cancelled within 5 minutes of placing it.
- The order preparation has not yet begun (our system will indicate this status).
To cancel an order, please call us immediately at +440212220064. Cancellation requests via email or contact forms may not be processed in time.
Cancellation by SuperMaxxs
In rare circumstances, we may need to cancel your order due to:
- Unavailability of ordered items
- Technical issues affecting our ability to process or deliver the order
- Delivery address outside our service area
- Severe weather conditions making delivery unsafe
If we cancel your order, you will receive a full refund to your original payment method, and we'll notify you as soon as possible.
Non-Refundable Scenarios
Please note that refunds or compensation may not be provided in the following situations:
- Customer preference issues (e.g., you changed your mind about the toppings or order)
- Complaints made more than 2 hours after delivery without reasonable justification for the delay
- Minor deviations in pizza appearance compared to website images (as food products may naturally vary)
- Incorrect orders due to customer error during the ordering process
- Delivery delays caused by factors outside our control (severe weather, road closures, incorrect address provided)
- Orders that have been consumed entirely or substantially before a complaint is made
Special Circumstances
Allergic Reactions
If you experience an allergic reaction to any of our products, please seek medical attention immediately if necessary. We take food allergies very seriously and will investigate any such incidents thoroughly. Please note that our kitchen handles various allergens, and while we take precautions, cross-contamination is possible.
Large Orders
For large orders (10 or more pizzas), special refund conditions may apply. Please contact our customer service team for details.
Corporate Orders
Corporate accounts and bulk orders may have specific refund agreements outlined in their service contracts.
Customer Feedback
Your feedback is invaluable to us, even when it's not related to a refund request. We encourage you to share your experience through:
- Our post-order feedback emails
- The review section on our website
- Direct messages to our customer service team
We use your feedback to continually improve our products and services.
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. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
Contact Us
If you have any questions about our refund policy, please contact us:
- By phone: +440212220064
- By email: [email protected]
- By mail: SuperMaxxs, 49 Paula Fork, New Charlie, IP21 4TN, Ireland
Our customer service team is available 7 days a week, from 11:00 AM to 11:00 PM.
