FAQs | Roms Pizza

Help & Support


# Help with Active Orders

Go to the 'MANAGE ORDERS' section on your app/web. Click on the 'TRACK' button on your latest order for an update. Your food might be: Placed, Prepared, Dispatched, Delivered. If your order is out for delivery, you can track it live via the map shown in your app/web. To speak to the Delivery Executive, tap on the 'Call Delivery Executive' button available on the tracking screen or call the number you must have received via SMS. Do note that our Delivery Executive need to stay safe and obey rules. It's possible that they might not answer calls while in traffic.

An order can be cancelled before the preparation has started. Once that is done, a new order can be placed again as per the modifications. If the order is in process of being prepared, we can't assure that we'll be able to change your order. You can contact our Customer Support Team for any clarifications in such cases.

If the app or an email receipt shows that your order's been delivered, without you having received it, here's what you can do: - Track the order via Roms Pizza app/web to see the exact location - Call the Delivery Executive for an update If you still can't locate your order, you can also reach out to our Customer Support team for assistance.

An order can be cancelled only if the preparation hasn't been started. If the order is in process of being prepared, we can't cancel it.

You can contact our Customer Support team to change your delivery address. We can only accept such requests if the new address falls in the outlet's delivery zone.

Please email the screenshot of the error screen on our id - hello@Romspizza.in. Our team will reach out to you soon.

There's no option to change the payment method once an order is placed. You can change the payment method, only if the payment option selected is Cash On Delivery.

In such a case, please try & place another order. Rest assured, we'll automatically initiate the refund process of your payment. The banks usually take 6-7 days for the money to reflect in your account.

We sincerely apologize for the inconvenience. This is not the experience we aim to provide & we promise to make it up to you. For assistance, leave a review for us on app/web or get in touch with our Customer Support team.

An order might be canceled for one of these reasons: 1. The outlet ran out of one (or more) items you ordered 2. The outlet couldn't process your order due to technical reasons beyond our control 3. Our Delivery person couldn't get in touch with you or find the address mentioned 4. The coupon code was not applied 5. The order is already placed & this is a duplicate order 6. Our outlets are currently not serving in your locality A cancellation message is sent once our Delivery person updates us that they can't reach you after multiple attempts. We request you to keep your phone nearby so that you can be reached if needed. In case of cancellation based on points 1 & 2, the order amount will be refunded in 4-6 days.

# Help with Delivered Orders

If you received something you didn't order, or there was something missing, email us at hello@Romspizza.in.

We are sorry! This is not the experience we aim to provide and we promise to make it up to you. Kindly get in touch with our Customer Support team. Or fill up this form goo.gl/6YW3Gv & we'll call you back for your feedback. Alternatively, click on 'RATE ORDER' button on the 'MANAGE ORDERS' page to leave your feedback.

We are sorry! This is not the experience we aim to provide and we promise to make it up to you. Kindly get in touch with our Customer Support team. Or fill up this form goo.gl/6YW3Gv & we'll call you back for your feedback. Alternatively, click on 'RATE ORDER' button on the 'MANAGE ORDERS' page to leave your feedback.

Hey, we apologise for this! Kindly get in touch with our Customer Support team & they'll assist with you on this. Or fill up this form goo.gl/6YW3Gv & we'll call you back for your feedback. Alternatively, you can click on 'RATE ORDER' button on the 'MANAGE ORDERS' page to leave your feedback.

This is unacceptable on our side and we sincerely apologise for the same. We promise to investigate this & make necessary changes/modifications, wherever necesssary. Email us at hello@Romspizza.in to get in touch with our Customer Support team.

Unprofessional behaviour from our Delivery Executive is unacceptable. If the Delivery Executive made you feel unsafe/uncomfortable, please rate the Delivery Experience accordingly on the 'RATE ORDER' screen & leave your feedback. We promise to take strict actions against any wrong behavior.

We understand your concern. Please connect with us via chat or write to us at hello@Romspizza.in & we promise to assist you immediately.

We apologize for the inconvenience. Refunds & cashbacks usually take 6-7 days to be reflected in your account. If you haven't received it after 7 days, please connect with us via chat or write to us at hello@Romspizza.in.

Please try some alternate payment method or try again in some time. If money was deducted but the order was not confirmed, we'll automatically initiate the refund process. However, it might take 6-7 days for the money to reflect in your account.

We send an invoice for every order on the registered Email ID. You can also download the invoice by visiting the 'MANAGE ORDERS' section, & clicking the 'VIEW DETAILS' button on your order.

In such cases, we automatically initiate the refund process. It might, however, take 6-7 days to reflect in your account. For any other assistance, please connect with us via chat or write to us at hello@Romspizza.in.

An order might be canceled for one of these reasons: 1. The outlet ran out of one (or more) items you ordered 2. The outlet couldn't process your order due to technical reasons beyond our control 3. Our Delivery person couldn't get in touch with you or find the address mentioned 4. The coupon code was not applied 5. The order is already placed & this is a duplicate order 6. Our outlets are currently not serving in your locality A cancellation message is sent once our Delivery person updates us that they can't reach you after multiple attempts. We request you to keep your phone nearby so that you can be reached if needed. In case of cancellation based on points 1 & 2, the order amount will be refunded in 4-6 days.

# Payment & Refunds

We understand your concern. Please connect with us via chat or write to us at hello@Romspizza.in & we promise to assist you immediately.

We apologise for the inconvenience. Refunds & cashbacks usually take 6-7 days to be reflected in your account. If you haven't received it after 7 days, please connect with us via chat or write to us at hello@Romspizza.in.

Please try some alternate payment method or try again in some time. If money was deducted but order was not confirmed, we'll automatically initiate the refund process. However, it might take 6-7 days for the money to reflect in your account.

We send an invoice for every order on the registered Email ID. You can also download the invoice by visiting the 'MANAGE ORDERS' section, & clicking the 'VIEW DETAILS' button on your order.

In such cases, we automatically initiate the refund process. It might, however, take 6-7 days to reflect in your account. For any other assistance, please connect with us via chat or write to us at hello@Romspizza.in.

# Account Settings

If you forgot your password, you can alternatively login via OTP using your mobile number, without any hassle. To change your password follow these steps: 1. Tap on Forgot Password? button on your log-in screen. 2. Enter your registered Email ID or Phone Number 3. You'll receive an email/SMS with a unique verification code. 4. Use the verification code to create a new password. Do not share your password with others. Remember, Roms Pizza support will never ask for your password.

Head to the 'My Profile' section to change your Name, Mobile Number, or Email Address. You can also edit/modify/delete your saved addresses in this section.

Follow the steps below to delete existing saved cards: 1. Go to MY PROFILE > Payment > Saved Cards.

You can log-in using 4 different methods: 1. Using Email ID or Phone Number (Enter Password or OTP) 2. Truecaller 3. Facebook 4. Google | If you are a new user, do sign up to create an account. If there is a technical issue, write to us at support@RomsPizza.in & we'll respond within 48 hours.

# FAQs

Head to MANAGE ORDERS section to view your order history. Click on the 'VIEW DETAILS' button present on a specific order to download the invoice.

1. Head to MANAGE ORDERS section, 2. Select the order which you want to rate, 3. Click on 'RATE ORDER' button, 4. Leave your feedback in comments section.

You can pay via multiple options listed below: 1. WALLETS: Pick from popular e-wallets to make online payment. 2. UPI: Log in to pay through your bank account. 3. Pay Later: You can choose to pay at a later time with portals. 4. Food Cards: SODEXO Meal Card can be used to make payments. 5. CARD: Add your debit/credit card to make online payment. 6. Net Banking: Select your bank to pay online. 7. Cash or Pay Online on Delivery. *We accept all types of Visa, Master & Rupay cards. **Wallets & UPI payment options like Paytm, AmazonPay, Freecharge, PayPal Mobikwick, LazyPay, Epaylater, Simpl- Pay Later and PhonePe are accepted.

Yes, you can choose to Pay Online on Delivery. You can pay through all online payment methods only before your order is marked as delivered.

1. Head to 'MY PROFILE' section in your account on your web/app. 2. Select the 'Promotion Subscriptions' tab at the bottom. 3. Turn off the SMS or Push or Email (or all) notifications & update your preferences. You can also click on the 'Unsubscribe' button at the bottom of Roms Pizza's promotional email if you don't wish to receive emails.

By default the minimum order amount at all our outlets is Rs.99. In case of excessive orders, an outlet can increase the minimum order value to 300/400 for a certain amount of time. This is done keeping in mind that we don't compromise the quality of our service by trying to fulfill each & every order.

If you are a SlashPass user, you will not be charged delivery fee at any given point of time. For others, Roms Pizza might charge a delivery fee.

We strive to deliver your order within 38 mins after you place the order. In case of certain external factors that we cannot control, such as road accident, the order might be a bit delayed.

We deliver all day - from morning 11AM to late night till 1AM, all seven days a week.

We currently serve from 100+ outlets in 4 cities - Mumbai, Pune, Bengaluru, & NCR.

Yes, we do accept bulk order request. Please visit the Party Order page on our website (https://Roms Pizza.in/party_order) and fill the form given. Alternatively, you can call us on (022 - 33493949) to place a BULK ORDER.

You can preorder your meal for the same day. Add products to your cart, select 'Deliver Later' option, select the delivery slot when you want your order to be delivered, and proceed to checkout.

Please check if your app is due for an update. If not, please click on the RESEND OTP button.

We're always looking to hire passionate individuals. You can send us your CV at hello@Romspizza.in .

For Marketing Partnerships, please write to us at hello@Romspizza.in & the respective team will surely get in touch with you.

We don't follow a franchise model. All Roms Pizza outlets are centrally controlled.

We do not accept any food vouchers but we do accept Sodexo/Zeta card. You can select the Sodexo card option while selecting payment options at the time of order.

We send an invoice for every order on the registered Email ID. You can also download the invoice by visiting the 'Past Order' section, & clicking on view details of your order. Visit: https://Romspizza.in/manage_order

We apply the following tax on all orders: CGST: 2.5%, SGST: 2.5%.

# Referral, Coupons & Credits

If you've got a coupon code, simply add products to your cart, and head to the checkout page. Before making payment, add the coupon code in the 'Have a coupon code?' box. If your coupon code is valid, the coupon code will be applied.

Credits work like pure cash. 1Credit=Re1. No T&Cs. - There is no maximum limit on the amount of credits that can be used in an order - Credits can be used on any order value - Credits are applicable on top of all other offers Keep earning credits via referral & other campaigns. (Credits cannot be used only on 31st Dec of every year)

Your credits will be added in your account within 72 hours. If you've still not received it, you can reach out to us on chat or write to us at hello@Romspizza.in.

To view your Credit balance, check the 'My Profile' section. You can see the transaction history of the credit & debit amounts of your Credits. Do note that you can't transfer credits from one currency to another.

Referral coupon can be used to avail discount on the checkout page.

Your referral coupon will be available at the 'REFER & EARN' section on your profile. You can share it with your friends to earn rewards.

# Corporate Offer

Yes, you can definitely order for yourself! The Workspace Discount can be availed by every employee of the organization as long as the delivery address is the registered office address.

You can register your company/organization with us at any time. Just head to the top of the page and select your company name. If you can’t find your company, you’ll get an option to register it by yourself when you try entering the company name. Select the same, enter your company address, & you’re done.

It usually takes 24 - 48hrs to verify & register your company for Workspace Discount.

If your company has moved, you can register your company again with the new address.

Every individual gets 30% OFF up to Rs.500 on every order. The code is auto-applied at the checkout page.

Sorry, but the Workspace Discount is only valid when the food is delivered at your office address. It can’t be availed for when you are ordering at your home.

That means your office is still not registered or verified. In such a case, please email about the same to us at hello@Romspizza.in

# EATCLUB Query

SlashPass is now EATCLUB (with added benefits) A membership program that gets you unlimited savings with 30% OFF every time and NO extra charges on delivery, packaging or surge. One membership, many benefits!

You can check the EATCLUB section to know about the pricing of each plan.

Log-in with your registered email or phone no. on the Roms Pizza Web/App. Go to the EATCLUB section and choose the plan! The card activates the moment it is added to the cart and can be applied to other products that you buy during the same order.

Save 30% EVERYTIME No ifs & buts. 30% OFF means 30% OFF. No max discount cap. No minimum order. No HIDDEN Fees EVER Just pay for what you eat. No Delivery, Packaging, or Surge Charges. No Fooling.

Renewing EATCLUB is an awesome idea! ;) You can purchase EATCLUB again through our App/Web.

You can cancel your EATCLUB membership by writing to us at hello@Romspizza.in. The refund will be based on usage, discounts redeemed, and the days remaining. If you cancel the EATCLUB without using it for any discounts within 5 days of subscribing, we will refund the entire amount back to you. If you have purchased EATCLUB along with some other items, we will get the entire amount of EATCLUB refunded provided if you haven't availed any discounts with it.

Your EATCLUB will last according to the plan you have purchased. You can find out your plan details, including expiry date, in the EATCLUB section of the Roms Pizza App/Web.

Head to EATCLUB section to see all the details of your current subscription, including the savings and remaining days of your plan.

Absolutely! You can start saving 30% on the order amount with EATCLUB right from the time you add it to your cart! The EATCLUB discount will be applicable to your total cart value minus the cost of the Pass.

No! EATCLUB is valid on all orders in the duration of your plan.

With EATCLUB you can order anything, regardless of the amount! However, the discount is not applicable to extra add-ons.

The minimum order value for ordering with EATCLUB is ₹99. The maximum discount you can get on each order is ₹1000.

Unfortunately, the EATCLUB Discount is an exclusive discount and cannot be applied additionally over any other coupon. Alternatively, a coupon discount cannot be merged with the EATCLUB discount. However, cashback/rewards offered by payment partners can be availed with EATCLUB.