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1.About us

24 Pizzarella is owned and operated by Bogdan Octavian Șleam.

Business and collection address: 10 Heart of England Way Nuneaton CV11 8AB

Email: narcisa.sleam@gmail.com Telephone: 07918 426603 Website: www.24pizzarella.com

 

2. Placing an order

Customers are strongly encouraged to place orders through our website. We may assist by telephone or message if there is a genuine problem with the website, but an enquiry or message does not confirm an order.

Customers must check their order details, selected collection or delivery method, contact details and address before submitting the order.

After an order is placed, customers will receive an order confirmation. We reserve the right to contact the customer or cancel an order if we cannot fulfil it, an item is unavailable, the information provided is incomplete or incorrect, or circumstances outside our reasonable control prevent us from preparing the order.

 

3. Availability and substitutions

All products are subject to availability.

If an item or ingredient becomes unavailable, we will try to contact the customer by telephone or message. We may offer an alternative or provide a refund for the unavailable item.

We will not make a significant substitution without the customer’s agreement, particularly where the substitution could affect allergen information. If we cannot contact the customer, we may remove and refund the unavailable item or cancel and refund the affected part of the order.

 

4. Prices and payment

The prices displayed on our website are the prices payable at the time the order is placed. Any applicable delivery charge will be shown before the customer completes checkout.

Customers may pay online using the payment methods offered at checkout, including Wix Payments or PayPal. Customers may also select Pay in Person where this option is available and pay by cash or card when collecting their order.

Online payments are processed securely by third-party payment providers. 24 Pizzarella does not directly receive or store customers’ complete payment-card details.

If a customer selects Pay in Person but fails to collect their order, we may require full online payment in advance for any future orders.

 

5. Collection orders

Collection orders are prepared as close as reasonably possible to the customer’s selected collection time. Depending on the size of the order, preparation may begin in advance to ensure that it is ready for the booked slot.

Customers should arrive at their selected collection time. If a customer is late, we may place the order in a heated bag where possible; however, we cannot guarantee the original temperature or quality of an order collected late.

If a customer expects to be late, they should contact us as soon as possible. Where preparation has not already started, we will try to move the collection time, subject to availability.

 

6. Delivery orders

Delivery times are estimates. We will make reasonable efforts to deliver around the selected time, but traffic, weather, order volume and other circumstances may result in an earlier or later delivery. Where a delivery is expected to be significantly early or late, we will try to contact the customer.

Customers must provide a complete and accurate delivery address and a working telephone number.

If nobody answers at the delivery address, our driver will make reasonable attempts to contact the customer, normally by calling and sending a message. The driver may wait for approximately five minutes before leaving.

Food will not be left unattended unless the customer has requested or authorised this. Where food is left at the customer’s request, 24 Pizzarella cannot be responsible for loss, theft, contamination or deterioration after it has been left.

If the customer cannot be contacted, the delivery may be treated as unsuccessful due to the customer being unavailable. Any redelivery will be subject to availability and may require an additional delivery charge.

 

6. Allergies and dietary requirements

Allergen information is displayed alongside our menu items. Customers with an allergy, intolerance or specific dietary requirement should contact us before placing an order.

Adding an allergy or dietary request to the order-notes box alone does not guarantee that we can safely accommodate it. We may contact the customer for further information and may refuse or cancel an item if we cannot prepare it safely.

Our food is prepared in a kitchen where multiple allergens are handled. Although we take reasonable precautions, we cannot guarantee that any product will be completely free from traces of allergens.

Descriptions such as “vegan” relate to the ingredients used and do not mean that the item is guaranteed to be allergen-free.

 

7. Changes requested by customers

We will try to accommodate reasonable changes requested before preparation begins, but changes are subject to availability and cannot be guaranteed.

Changes requested after preparation has started may be refused or may involve an additional charge.

 

8. Cancellations, problems and refunds

Customers may cancel an order for a full refund by contacting us at least two hours before the selected collection or delivery slot.

Cancellations made within two hours of the booked slot may not qualify for a refund because ingredients may have been prepared and work on the order may already have started.

Because our products are freshly prepared and perishable, the standard 14-day cancellation period applicable to some online purchases does not apply.

If an order is incorrect, damaged, missing an item or otherwise faulty, the customer should contact us as soon as reasonably possible on the same day. We may request photographs to help us understand and resolve the issue.

We do not normally provide refunds where the order is correct and there is no quality issue, but the customer simply dislikes the product or changes their mind.

Any refund will normally be returned using the original payment method. Processing times may depend on the customer’s bank or payment provider.

Nothing in these terms affects the customer’s statutory rights.

 

9. Offers, discount codes and loyalty rewards

Offers, promotional codes and loyalty rewards are subject to their stated conditions and validity periods. Unless specifically stated otherwise, promotions cannot be combined, exchanged for cash or applied retrospectively.

We may refuse or cancel the use of a promotion where we reasonably believe it has been misused, obtained improperly or used contrary to its stated conditions.

 

10. Events outside our control

We are not responsible for delays or failure to fulfil an order caused by circumstances outside our reasonable control, such as severe weather, power failure, equipment failure, road closures or other unexpected disruption.

If we cannot fulfil an order, we will contact the customer and provide an appropriate refund for any item that cannot be supplied.

 

11. Our responsibility

We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill or by our breach of these terms.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or the customer’s statutory consumer rights.

 

12. Changes to these terms

We may update these Terms and Conditions when our services, website or legal obligations change. The latest version will be published on our website with the date it was last updated.

 

13. Governing law

These Terms and Conditions are governed by the laws of England and Wales. Customers living in the United Kingdom retain any rights they have to bring proceedings in the courts applicable to where they live.

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Last updated: 6 September 2026