Refund Policy
Last updated: September 1, 2025
At Brick & Basil Pizzeria, we want every pizza, side, salad, dessert, and soft drink to arrive fresh, hot, and exactly as ordered. This Refund Policy explains when and how you can request a refund or replacement for orders placed via voyagepathfinder.site or by phone at +39 081 123 4567. It applies to delivery and pickup orders prepared at our location: Via dei Tribunali 32, Centro Storico, Naples, 80138, Italy. All refunds are issued in €.
Eligibility for Refunds or Replacements
- Incorrect or missing items: You received the wrong pizza size, crust, toppings, or an item was missing.
- Quality concerns: Burnt or undercooked items, foreign objects, or unsafe serving temperature upon arrival.
- Delivery issues: Excessive delay beyond the quoted window, order never arrived, or items damaged in transit.
- Payment errors: Duplicate charges or an incorrect total charged at checkout.
To be eligible, notify us within 24 hours of delivery or scheduled pickup. Please provide your order number, a brief description of the issue, and clear photos when relevant. Keep the item(s) available for return or inspection if requested.
Non-Refundable Situations
- Change of mind after preparation has begun or custom pizzas prepared according to the order specification.
- Taste preferences not related to a product defect (e.g., “too cheesy” or “too spicy” when prepared as ordered).
- Orders collected more than 60 minutes after ready-time that decline in quality for reasons beyond our control.
- Gratuities, service, and convenience fees charged by third parties.
- Gift cards and promotional vouchers, except where required by law.
- Orders placed through third-party delivery platforms; please submit claims through that platform’s support. We will assist where possible.
Cancellations
You may cancel for a full refund before we start preparing your order. Once dough is stretched, sauce applied, or items enter the oven, cancellation may result in a partial refund or store credit at our discretion. For large or catering orders (five or more pizzas or trays), please cancel at least 24 hours in advance; otherwise, ingredient and labor costs may be deducted.
How Refunds Are Issued
Approved refunds are returned to the original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the credit to appear. Cash orders are refunded in cash at our location or as store credit if an in-person return is not feasible. Delivery fees are refunded only when the issue is caused by us or our delivery partner. Tips are non-refundable.
Replacements and Store Credit
When appropriate, we may offer a prompt remake of your pizza or provide store credit in €. Store credit remains valid for 12 months and can be used only at Brick & Basil Pizzeria via voyagepathfinder.site or in-store. We may require the return of the uneaten portion before issuing a replacement.
Food Safety and Allergies
Please inform us of any allergies when ordering. While we take great care, our kitchen handles wheat, dairy, eggs, nuts, and other common allergens. Refunds for undisclosed allergies or for items consumed in substantial part (more than half) may be declined unless there is a demonstrated defect.
Verification and Proof
To prevent abuse, we may request reasonable verification, including photos of the item and packaging, confirmation of delivery details, or the return of affected items. Failure to provide requested proof may affect eligibility.
How to Request a Refund
Contact us within 24 hours of delivery or pickup by calling +39 081 123 4567 or submitting a request at voyagepathfinder.site. Include your order date, items, and a short description of the issue. We aim to respond within one business day.
Additional Terms
This policy is governed by the laws of Italy. If any part of this policy is found unenforceable, the remaining provisions remain in effect. We may update this policy periodically; changes take effect upon posting on voyagepathfinder.site.
Address: Via dei Tribunali 32, Centro Storico, Naples, 80138, Italy