Refunds and complaints

Cancelling an order. Until the kitchen has accepted your order, you can cancel it by calling 063 424 333. Once preparation has started, it can be cancelled only by agreement. When we cancel. If we cannot accept your order, or have to cancel it, we tell you by email and on the order tracking page. If the order was paid by card online, we refund the full amount paid to the card it was paid with, as soon as it is cancelled. How quickly the money shows on your account depends on the bank that issued your card - usually a few working days. A payment that does not go through. If a card payment online fails, the order does not reach the kitchen and you are told so on screen and by email. You can try the payment again or pay in cash instead. Complaints. If anything is missing, wrong or not as it should be, contact us as soon as it arrives - by phone on 063 424 333 or by email at office@xopizza.rs - and give the order number (it is in the confirmation email). We reply to a complaint within 8 days of receiving it and resolve it within 15 days, as the Consumer Protection Act requires. Putting it right. If the complaint is justified, we deliver what was missing, replace the item or refund the money. Money paid in cash is refunded in cash or by transfer to your account. Refunds to a card. Where goods are returned and money is refunded to a customer who paid by card, in part or in full and whatever the reason, the seller refunds exclusively through the VISA, Mastercard, Maestro and DinaCard payment methods: at the seller's request, the bank returns the money to the cardholder's account. Right of withdrawal. Food is prepared to order and does not keep, so the right to withdraw from a distance contract does not apply to it. Out-of-court dispute resolution. If you are not satisfied with our answer, you can turn to a body for out-of-court resolution of consumer disputes on the list kept by the ministry responsible for consumer protection.