Refund & Order Issue Policy

At Epic Pizza & Pasta, we take pride in the quality of our food and service. If something isn’t right with your order, we want to fix it quickly and fairly.

Order Issues We Will Make Right

We will offer a replacement, store credit, or refund (at our discretion) if there is a clear issue such as:

• Incorrect items received
• Missing items
• Food quality issues (e.g., undercooked, burnt, improperly prepared)
• Order damaged during delivery

To qualify, issues must be reported within 60 minutes of delivery or pickup and include your order number and details.

What Is Not Eligible for Refund

Because our food is freshly prepared to order, we cannot offer refunds for:

• Change of mind after ordering
• Personal taste preferences
• Incorrect orders placed by the customer
• Orders that were fully delivered and consumed
• Late complaints reported well after delivery

Order Cancellations

• Orders may be canceled only before preparation begins.
• Once your order has entered preparation or has been dispatched for delivery, it cannot be canceled or refunded.

Our Commitment

Our goal is always to be fair and reasonable. If we made a mistake, we will own it and correct it and do what it takes to make you happy.

Delivery Methods - The delivery methods we utilize are Grab or Bolt. Our site calculates the distance with Google Maps API and an algorithm is used to calculate delivery cost as close as possible to the fee charged by the delivery service with no intended mark-up.

Payment Options - We have payment processing offered through Omise and can accept PromptPay QR payments or credit cards through Visa or MasterCard networks. Credit card payments have a 3% surcharge which is charged by our card processing company