Refund & Cancellation Policy

Thank you for ordering from La Pino’z Canada.

We strive to ensure that every order is prepared accurately and delivered or made available for pickup in a timely manner. Because our products are freshly prepared food items, cancellations, refunds, and order modifications are subject to the terms below.

Once an order has been successfully placed and payment has been authorized, an order confirmation may be sent to the email address or mobile number provided by the customer.

Customers are responsible for reviewing their order details, including:

• Items ordered
• Quantity
• Delivery or pickup location
• Contact information
• Order instructions
• Applicable charges

Please contact us as soon as possible if you notice an error.

Because food orders are prepared specifically for customers, cancellation requests should be made as soon as possible after placing the order.

An order may be cancelled before preparation has commenced, subject to confirmation by the applicable La Pino’z location.

Once preparation or fulfillment of an order has started, cancellation may no longer be possible.

Where a cancellation is accepted, the applicable refund will generally be processed to the original payment method.

Nothing in this policy limits any cancellation or refund rights that may apply to you under applicable consumer protection legislation.

If you receive an incorrect, incomplete, or missing item, please contact us as soon as reasonably possible after receiving your order.

We may request:

• Order number
• Customer name
• Contact information
• Details of the issue
• Photographs or other supporting information where appropriate

Depending on the circumstances, we may provide:

• Replacement of the affected item
• Credit
• Partial refund
• Full refund
• Another reasonable resolution

The appropriate resolution will depend on the circumstances of the order and applicable law.

If your order arrives damaged, significantly different from what was ordered, or otherwise unsuitable due to an issue attributable to us, please contact us promptly.

We will review the issue and, where appropriate, offer a replacement, refund, credit, or another reasonable resolution.

Customer satisfaction and food quality are important to us.

If you have a concern regarding the quality, condition, or preparation of an item, please contact us promptly after receiving the order.

For food-safety-related concerns, please contact us immediately so that we can investigate and take appropriate action.

Delivery times provided on the website or at checkout are estimates and may be affected by factors including:

• Weather
• Traffic
• High order volumes
• Delivery partner availability
• Restaurant preparation time
• Incorrect or incomplete delivery information
• Other circumstances outside our reasonable control

If an order cannot be delivered because the customer provided an incorrect address or unavailable contact information, additional charges or restrictions may apply.

Where a delivery cannot reasonably be completed and the order has already been prepared, a refund may not be available except where required by applicable law.

For pickup orders, customers should collect their order from the selected location within the applicable pickup period.

If an order is not collected, please contact the applicable La Pino’z location.

Refund eligibility for uncollected orders will depend on the circumstances and applicable law.

Promotional offers, discounts, coupons, gift cards, and other special offers may be subject to additional terms.

Unless otherwise stated:

• Promotional offers cannot be exchanged for cash.
• Promotional offers may not be combined with other promotions.
• Certain products may be excluded.
• Offers may have specific expiry dates or usage restrictions.

Where a refund is issued for an order involving a promotional offer, the value of the promotion may be handled in accordance with the terms applicable to that promotion.

Where a refund is approved, it will generally be processed through the original payment method.

The time required for the refund to appear in your account may depend on your bank, credit-card issuer, payment provider, or other financial institution.

La Pino’z Canada is not responsible for delays caused by a customer’s financial institution or payment provider after the refund has been initiated.

If your payment appears to have failed but your account was charged, please contact us with the relevant order or transaction information.

We will investigate the transaction.

If a duplicate payment is confirmed, the applicable duplicate amount will be refunded in accordance with our refund procedures and applicable law.

Except where required by applicable law, refunds may generally not be available where:

• The customer changes their mind after preparation has commenced.
• The customer provides an incorrect delivery address.
• The customer is unavailable to receive an order.
• The customer fails to collect a pickup order.
• The customer does not follow applicable promotional terms.
• The issue is caused by circumstances outside our reasonable control.

This section does not exclude any rights or remedies that cannot legally be excluded under applicable Canadian law.

To request a refund or report an issue with your order, please contact us as soon as possible.

Please provide:

• Order Number
• Customer Name
• Phone/Email
• Date and Time of Order
• Description of the Issue
• Supporting Photos (if applicable)

Customer Support Email: Info@lapinoz.ca
Customer Support Phone: 6477127466

We may update this Refund & Cancellation Policy from time to time.

The updated version will be posted on our website with the revised “Last Updated” date.

This policy is intended to operate subject to applicable federal, provincial, and territorial laws and consumer protection requirements.

Nothing in this policy is intended to waive or restrict a consumer right that cannot legally be waived or restricted.