Cancellation, Returns & Complaints

1. Cancelling your order

• Until when: as long as the kitchen has not started preparing it — that is, while the order is “Awaiting confirmation” or “Accepted” (before “Preparing”). Cancelling is free.
• How: call the Restaurant (fastest) or email us with the order number. The cancellation takes effect when our staff confirm it.
• Once preparation has started the order cannot be cancelled: the food is made specially for you and its price is due. An amount paid by card is not refunded in that case.
• Penalties: the Restaurant charges no penalties or other cancellation fees.

• Phone: 064 801 999
• Email: pizzapazzopln@gmail.com
• Correspondence address: 37 Dimitar Konstantinov St., floor 4, apt. 5, 5800 Pleven, Bulgaria

2. When the Restaurant declines the order

If we cannot fulfil the order (a product has run out, the address is outside the area, delivery is impossible), we call you on the phone number you gave. You owe nothing. If you paid by card, we refund the whole amount to the card (section 6).

3. Right of withdrawal (14 days)

Not applicable to food: every dish, sauce and dessert is prepared to order and perishes quickly, so under Art. 57(3) and (4) of the Bulgarian Consumer Protection Act (Art. 16(c) and (d) of Directive 2011/83/EU) there is no right of withdrawal for them. This does not affect your right to complain (section 5).

Applies to unopened factory-sealed drinks with a long shelf life (for example bottled soft drinks, water and beer):

• Deadline: 14 days from the day you received the drinks, without giving any reason.
• How: send us a clear statement (for example an email) or the completed standard form below, to our email or correspondence address. Sending it before the deadline is enough.
• Return: return the unopened drinks in their original packaging within 14 days of your statement — by bringing them to the restaurant (no cost) or sending them at your own expense. If you prefer, arrange with us to collect them with a later delivery.
• Liability: you are responsible for the reduced value of a drink that has been opened or damaged.
• Refund: we refund the price paid for the drinks without undue delay and no later than 14 days after receiving your statement, using the same means of payment. We may withhold it until we have the drinks back. Delivery is free, so there is no delivery charge to refund.

4. Standard withdrawal form

5. Complaints

• When: as soon as possible after delivery, ideally on the same day — fresh food can only be checked then.
• How: by the Restaurant's phone or email, or in writing to the correspondence address.
• What to include: the order number, what is missing or wrong or what the problem is, and a photo if you can. Keep the product until we have looked at it.
• Outcome: for a justified complaint we deliver the missing or correct product or refund what you paid for it, as you prefer, at no cost to you. We answer every complaint and tell you the decision.

There is no in- or out-of-warranty service for food — it does not apply to products for immediate consumption. This does not limit your right to complain or your statutory rights for goods that do not conform to the contract.

6. Refunds of amounts paid

When we refund:

• a card-paid order the Restaurant did not accept or declined — the whole amount;
• an order you cancelled before preparation started — the whole amount;
• a double payment for the same order — the extra payment;
• an amount taken by a payment that did not lead to a fulfilled order (established by checking the transaction) — the whole amount;
• a missing product or a justified complaint where you choose a refund — the amount for that product (partial refund);
• a withdrawal for drinks (section 3) — the price of the drinks returned.

How: an amount paid by card through the virtual POS terminal is refunded only to the card used for the payment. The Restaurant orders the refund through the servicing bank's system — not in cash and not to another account. An amount paid in cash is returned in cash or to a bank account you give us.

Timing: the Restaurant orders the refund without undue delay and no later than 14 days after the reason for it arises. When the money appears on your account does not depend on us — the bank that issued your card and the card scheme (Visa, Mastercard, etc.) decide it. On request we send you confirmation that the refund has been ordered.

Unconfirmed payment: if the bank has not confirmed the payment, the order is not carried out. A missing confirmation does not, however, prove that nothing moved on the card. If you see an amount held or taken, contact us with the order number — we check the transaction in the bank's system. If the amount was taken and the order not carried out, we refund it to the same card (section 6). An amount only held (not captured) is released by the bank that issued the card, on its own timescale.

7. Governing law

Bulgarian law applies. Nothing in this document limits your rights under the Consumer Protection Act. You may turn to the Commission for Consumer Protection (www.kzp.bg) and its conciliation committees.