Terms & Conditions

Urban Pizza – Online Ordering Terms & Conditions

1. Definitions

  • “We”, “Us”, “Our” refers to Urban Pizza.
  • “You”, “Your” refers to the person placing an order.
  • “Order” means any purchase of products made via our website, kiosk or phone.

2. Order Acceptance

  1. By placing an order with Urban Pizza, you are offering to purchase the selected items subject to these Terms & Conditions.
  2. All orders are subject to acceptance by us. We may refuse or cancel any order for any reason, including if items are unavailable, pricing errors occur, or suspicious activity is detected.
  3. An order is accepted once you receive an order confirmation, either on screen or via email/SMS.

3. Pricing & Payment

  1. All prices are in New Zealand Dollars (NZD) and include GST where applicable.
  2. Payment is processed at the time of order. Accepted payment methods include credit/debit cards and other online payment options displayed at checkout.
  3. Prices and promotions are valid only at the time of ordering and may change without notice.

4. Order Changes & Cancellation

  1. You may request to change or cancel your order before it has begun preparation.
  2. Once preparation has commenced, we are unable to modify or cancel the order. For cancellation requests, please contact the store immediately.

5. Pickup & Delivery

  • Pickup orders must be collected from the nominated store at the time you specify. If you do not collect the order within 30 minutes of it being ready, we reserve the right to cancel without refund.
  • Delivery orders are delivered to the address provided at checkout. Once the delivery has been completed (including if left at the nominated address), the order is considered accepted.

6. Refunds, Replacements & Credits

  1. Due to the perishable nature of food, once a pizza is prepared or collected, it is not refundable.
  2. If a mistake has occurred with your order (wrong item, missing item, quality issue), you may be eligible for a replacement or store credit.
  3. To qualify for a replacement or credit, you must:
    • Contact us within 30 minutes of receiving the order; and
    • Provide photos or details of the issue.
  4. If requested, you may be required to return at least ¾ (75%) of the original pizza for verification.

7. Special Offers & Promotions

  1. All promotional prices, bundle deals and offers are subject to specific terms and limits.
  2. Unless stated otherwise, offers:
    • Are valid only for the specified date/time;
    • Are limited in quantity;
    • Cannot be used with other offers;
    • May require minimum order values.
  3. Errors in promotional pricing or misprints will not be honoured if clearly incorrect.

8. Allergens & Dietary Information

  1. Menu descriptions do not list all ingredients. If you have an allergy or dietary requirement, you should contact the store for details before placing your order.
  2. We are not liable for adverse reactions to foods unless caused by our negligence.

9. Liability

  1. To the maximum extent permitted by law, Urban Pizza’s liability for any claim relating to your order is limited to the amount paid for that order.
  2. We are not responsible for indirect or consequential damages.

10. Privacy

  1. We collect personal information to process your order. Your information will be used in accordance with our Privacy Policy.
  2. By placing an order, you agree to the collection and use of your data for order fulfilment, communication and marketing (if subscribed).

11. General

  1. These Terms & Conditions are governed by the laws of New Zealand.
  2. If any provision is held invalid, the remaining provisions remain in effect.