Exchange and return

We care about the quality of the dishes and the service of Pronto Pizza. If something is wrong with the order, let us know – we will consider the appeal and offer an appropriate solution.

When to contact

Appeals are accepted in the following cases:

• the wrong dish was delivered;
• there is no paid item in the order;
• the dish is of inadequate quality;
• damaged packaging affected the condition of the dish;
• the order was not delivered;
• the wrong amount was mistakenly debited from the card or a double debit was made.

How to report a problem

Contact the Pronto Pizza contact center at the phone number indicated on the website for your city.

When contacting us, please provide:

• order number;
• phone number to which the order was placed;
• name of the establishment or city;
• brief description of the problem;
• photo of the dish, packaging or receipt, if possible.

We recommend checking the completeness of the order upon receipt and reporting the problem immediately after it is discovered.

Solution options

After reviewing the request, Pronto Pizza may offer:

• replacement of the dish;
• re-cooking and delivery;
• replenishment of the order;
• refund of the full or partial cost;
• another compensation option agreed with the guest.

The solution method is determined depending on the circumstances of the specific order.

Refund

If the order was paid for with a bank card online, the funds are returned to the same card from which the payment was made.

After approving the return, Pronto Pizza transfers the request to the payment service. The term for crediting the funds is usually up to 10 banking days and depends on the bank that services the card.

If the order is paid for in cash or by bank card directly at the establishment, the method of return is agreed with the representative of the relevant establishment.

Order cancellation

The order can be canceled before the start of its preparation by contacting the Pronto Pizza contact center.

If the establishment has already started preparation, cancellation and full refund may not be possible, since the dish is prepared individually to order.

Dishes of proper quality

Ready-made dishes and other food products of proper quality are not subject to exchange or return after receipt. This is due to their consumer properties, storage conditions and food safety requirements.

If the dish has defects or the order was made incorrectly, the appeal is considered in accordance with the rules specified above.

Contacts

To appeal, use the Pronto Pizza phone number specified on the website for the selected city.

Contact center opening hours: according to the opening hours of Pronto Pizza establishments.