Our goal is to deliver every order correctly, completely and in suitable condition. If there is a problem with your order, please contact us as soon as possible.
A complaint may be submitted in situations including:
the order was not delivered;
an incorrect order or product was delivered;
an item is missing from the order;
the order or part of it was damaged during delivery;
the delivered food has a serious quality issue.
An incorrect, damaged, incomplete or undelivered order must be reported without undue delay and no later than 24 hours after delivery.
We recommend contacting the restaurant immediately after discovering the problem so that the complaint can be investigated and resolved as quickly as possible.
Complaints can be submitted:
by telephone: +420 735 773 663;
by email: [email protected].
Please provide the following information:
the customer’s name;
the telephone number used for the order;
the date and approximate time of the order;
a description of the problem;
details of the affected or missing item.
The customer may be asked to provide a photograph of the order, particularly if the complaint concerns an incorrect, missing or damaged product.
Each complaint is assessed individually according to the circumstances.
Compensation may take the form of:
a partial refund;
a full refund;
redelivery of a missing or incorrect item;
another form of compensation agreed with the customer.
The type of compensation offered will depend on the nature of the problem and the outcome of the complaint assessment.
When financial compensation is approved, the refund will be processed without undue delay and no later than 14 days after the complaint is approved.
If permitted by the original payment method and payment system, the refund may be processed immediately.
The actual time required for the funds to appear in the customer’s account may depend on the bank or payment service provider.
The approved amount will normally be returned using the same payment method used for the original order.
An order may be cancelled free of charge before its preparation has started.
Once an order has been accepted for preparation, it may no longer be possible to cancel it without charge. In such cases, the customer should contact the restaurant by telephone as soon as possible.
Due to the nature of freshly prepared food, an order that has already been prepared and correctly delivered cannot be returned merely because the customer has changed their mind.
Don Alexo Pizza&Burgers
Nádražní 654/10
Brno-střed, Czech Republic
Phone: +420 735 773 663
Email: [email protected]