This policy explains how Pizza de Wes (1525 15th St, Denver, CO 80202, phone +1-303-555-0492) handles refunds and resolutions for delivery orders that arrive late, incomplete, or incorrect.
It applies to orders placed directly with our kitchen by phone or through the contact form on this site. Orders placed through third-party platforms are subject to that platform's own refund process, and we cannot process those refunds from our side.
Scope
This policy covers delivery orders from the Pizza de Wes kitchen to addresses inside our published delivery radius. It does not cover pickup orders, which are inspected at the counter before handoff, or orders placed through third-party marketplaces.
Where an order is placed through a third-party platform, the refund and dispute process belongs to that platform. We can still help by confirming what left our kitchen, and we encourage customers to contact us directly if they have a problem, even on a marketplace order, so we can address the kitchen side.
Reporting
Report an issue as soon as you notice it — ideally while the driver is still reachable. That is when we can move fastest and confirm what actually left the kitchen.
Call +1-303-555-0492 and state the order reference, the address, and the specific problem. If phone contact is not possible at that moment, submit the same information through the contact form on the contact page.
We ask for reports within 24 hours of delivery for most issues. Late reports are still considered, but our ability to verify what happened decreases as time passes.
For missing items or wrong toppings, sooner is better, because we can still check the printed ticket and the kitchen log before the shift rolls over.
If you can flag the issue before the driver leaves, they can note it on the ticket, which shortens the review and often resolves the case the same day.
Resolution paths
The most frequent issues fall into a few categories, and each has a standard resolution path. What follows is what we actually check before deciding.
If the order arrived past the confirmed window by a meaningful margin, we review the ticket time, the driver log, and road conditions. If the delay was on our side, we offer a partial or full refund depending on how late it was and how the food arrived.
If the pizza arrived cool, we ask you to report it at delivery or immediately after. We can confirm the box time from the kitchen log, and if the pizza sat beyond our standard window, we refund or remake it.
If a side, drink, or a whole pizza is missing, we check the printed ticket and box log. If the item left the kitchen missing, we refund it in full or send it on the next available run — whichever you prefer.
If a topping, size, or style is wrong, we compare the ticket to what was written and what was made. If the error is ours, we refund or remake the item. No argument, no back and forth.
Boundary
Honest boundaries are part of a useful policy. These are the cases where we cannot issue a refund, and why.
We do not refund for a pizza left outside for an extended period because nobody answered the door. The pizza was hot and on time when it arrived.
A customer error in the delivery address or entry instructions is not a refund case. If we can recover the delivery to a corrected address on the same run, we will.
A style the customer decided they did not like is not a refund case. If you are unsure about a style before ordering, ask us — we are happy to describe it.
If your order was placed through an app, contact the app's support for the refund. We will still confirm what our kitchen sent if that helps resolve the case.
The claim ticket
Submit a claim by phone at +1-303-555-0492 or through the contact form on the contact page. Include the details below so we can find the order fast and compare it against the kitchen record.
Include in the claim
Helpful, not required
If you have a photo of the order, include it. That is not required, and we do not turn down claims for lack of a photo, but it speeds up the review when the issue is visible — a missing box on the counter, a topping that never made it on.
Timeline
We acknowledge claims the same business day. Most are resolved within one to two business days, and simple cases are often resolved on the first call. Where we have to pull the kitchen log for comparison or reach a driver off shift, it can take longer — we will say so plainly in the acknowledgement.
What to expect
Same day: we confirm we received the claim and restate what we are checking.
Within 1–2 business days: resolution agreed and, where a refund is chosen, initiated.
Longer only when the kitchen log has to be pulled or a driver reached off shift.
Where the order was paid by card, the full amount returns to the same card. Where the order was paid in cash, we issue the refund in person at the kitchen or by another method agreed at the time of resolution.
For a problem that affected part of the order — one missing side, one wrong pizza out of three — we refund that part and leave the rest of the charge in place.
Where a remake is a better fit than a refund — the issue was a cold pie and you would rather have a hot one — we send it on the next available run at no charge.
Offered at the customer's choice, never as a substitute for a refund the customer is entitled to. If you want the refund, say so — we will process it.
Payment and refunds
We accept payment in the forms listed at the time of order: card in person at pickup, or the payment method confirmed when the order is placed.
Refunds to the original payment method are processed as quickly as the payment provider allows. For a card payment, the refund is initiated by us and appears on the customer's statement according to the card issuer's timeline. For a cash payment, refunds are issued in person at the kitchen or by another method agreed at the time of resolution.
We do not collect card details over the contact form or by message, and we never request card details by text. If anyone asks for your card details claiming to be Pizza de Wes, stop the conversation and call +1-303-555-0492 to verify.
Payment at a glance
If a refund does not appear on the statement within the timeframe your card issuer publishes, call us with the order reference and we will trace it from our side.
Contact for this policy
For any question about this policy, contact Pizza de Wes at 1525 15th St, Denver, CO 80202, or call +1-303-555-0492. This policy may be updated from time to time, and the current version is the one published on this page.
Claims line
+1-303-555-0492
Open daily from 11:00 AM to 11:00 PM
A claim is a kitchen conversation, not a form fight. Call us, tell us what went wrong, and we will sort it the way we would want it sorted for our own table.
