Return & Refund Policy

Please contact the branch promptly if your order is incorrect, missing an item, materially damaged, spoiled, contaminated, unsafe, charged twice, overcharged, or confirmed as not delivered. Your rights for defective products under Philippine consumer law remain protected.

For food-quality or order-accuracy concerns, notifying us within two hours of pickup or delivery helps us investigate while the food, packaging, staff records, and courier information are still available. This reporting request does not remove any right or remedy provided by law.

Please provide your order number, name, contact number, selected branch, a description of the issue, and—when reasonably available—clear photographs of the product, packaging, receipt, or payment record. Keep the affected item until the branch advises whether it is needed for inspection.

After reviewing the circumstances, we may offer correction of the order, replacement, redelivery, an agreed store credit, or a partial or full refund. The appropriate remedy depends on the problem, the affected item, food safety, delivery status, and applicable consumer law.

If only part of an order is affected, the remedy will normally apply to that part unless the issue materially affects the entire order.

Once preparation has started, customized and perishable food generally cannot be returned or refunded solely because a customer changed their mind, selected the wrong size, flavor, shape, message, branch, schedule, or address, or disliked a correctly prepared item’s taste.

This limitation does not apply when the product is defective, unsafe, materially different from the confirmed order, or where a refund, replacement, or other remedy is required by law.

Contact the selected branch immediately to request cancellation. Orders cancelled before preparation may be cancelled and refunded. If preparation has already begun, we will consider the customization, ingredients already used, payment status, and reason for cancellation. If we cancel because we cannot fulfill the order, any amount collected for the unfulfilled item will be refunded.

If store-arranged delivery fails through our fault, contact us so we can arrange redelivery or an appropriate refund. We may not refund extra cost caused by an incomplete or incorrect address, an unreachable recipient, refused delivery, or a customer-booked third-party rider, except when the food itself is defective or another legal remedy applies.

Approved refunds are normally returned through the original payment method when available. Cash payments may be returned through an agreed cash, bank, or e-wallet method after reasonable identity and order verification.

We will initiate an approved refund as soon as reasonably practicable. The time for funds to appear depends on the bank, card issuer, e-wallet, or payment processor and may take several business days. We will provide available confirmation or reference information upon request.

Email thefoldpizza2021@gmail.com, call the selected branch using the contact number shown during checkout, or message its official Facebook page. Include your order number and preferred contact method.

If we cannot resolve the concern directly, customers may use remedies available through the Department of Trade and Industry or another competent Philippine authority.