Frequently Asked Questions
Here you'll find everything you need to know about our pizzas, orders, payments, and pickups—so your experience with Pazzi is as quick and easy as our robot in action.
What ingredients do you use on your pizzas? Do you use fresh ingredients?
At PAZZI, we take pride in the quality, consistency, and authenticity of our ingredients. Each ingredient is carefully selected to deliver a premium pizza experience at all our locations.
Our dough is based on a secret recipe developed by Thierry Graffagnino, three-time World Pizza Champion. To maintain a consistent flavor worldwide, we use an exclusive flour blend that adapts to local regulations and allows us to source ingredients locally. This blend ensures that every PAZZI pizza meets our high standards for flavor and texture, no matter the country.
For the tomato base, we partner with CIRIO, a historic Italian brand known for producing tomatoes of exceptional quality. CIRIO has been growing tomatoes in Italy for over 160 years, and its products are a staple in professional kitchens throughout Europe. Thanks to this partnership, we offer a rich and authentic tomato sauce that defines our flavor profile.
As for the toppings, we use IQF (Individually Quick Frozen) ingredients. Unlike traditional frozen foods, IQF products are flash-frozen at their peak of ripeness, preserving flavor, nutrients, and texture. This method prevents clumping and ensures quality control, food safety, and consistency—all essential in a fully automated kitchen like ours.In addition, IQF toppings reduce food waste and extend shelf life without compromising flavor or quality.
We do not use “fresh” ingredients in the traditional sense because the IQF system offers superior reliability and performance in our robotic process, ensuring precision and consistency in every pizza.
What sizes and types of dough do you offer?
We currently offer only one size: 29 cm. Our dough is inspired by the Neapolitan tradition and made using a recipe carefully developed by our pizza chef to deliver exceptional flavor and texture.
What kinds of pizza crusts can I choose from?
You can choose our tomato sauce base, created in collaboration with CIRIO. We regularly test new sauce bases and release special editions.
Do you have spicy pizzas? Can I order a milder version?
Some recipes include slightly spicy ingredients, such as pepperoni. You can omit an ingredient, but you can't adjust the level of spiciness.
Can I order half a pizza of one kind and half of another, or switch up the toppings?
We do not offer half-and-half pizzas or topping substitutions. Each PAZZI recipe is designed to achieve a balanced and optimized flavor, and it is currently not possible to omit ingredients.
Do you have vegetarian or vegan pizzas?
Yes, we have vegetarian pizzas and a vegan option on the menu.
Do you have gluten-free pizzas?
Not at the moment, and it's not something we're planning right now, although we're always considering how to expand our menu in the future.
Where can I see the detailed ingredients and allergens?
You can view the complete list of ingredients and allergens for each product by clicking the link in the footer of our website.
Can I remove ingredients due to allergies or dietary restrictions?
Currently, it is not possible to remove ingredients or toppings from pizzas. Additionally, due to our robotic system, we cannot guarantee the complete absence of allergen traces; please check the allergen guide before ordering if you have specific dietary restrictions.
Do your pizzas contain pork or ham? How can I avoid them?
Some recipes contain pork or ham. You'll also find options with chicken, fish, or just cheese. The pork-free recipes are clearly marked on the menu.
Are the product photos real?
Yes. The images accurately reflect the actual product, just as it appears on the order screens or in the store. There may be slight variations depending on the season or availability.
Do the pizzas come sliced? Can I order a whole one?
All pizzas are automatically cut into six slices by our robotic system. For now, you cannot order them uncut.
Can I make my own pizza from scratch?
Our menu features recipes created by a world champion to offer the best taste experience. We do not currently offer custom pizzas or the option to remove ingredients.
Are the pizzas Halal or Kosher?
Currently, our ingredients are not Halal or Kosher certified. However, we offer recipes that are free of pork and alcohol. See the ingredients and allergens guide for more details.
Are the ingredients organic or locally sourced?
We prioritize sourcing locally whenever possible and use high-quality, traceable ingredients. Not all of them are organic, but they meet our strict internal standards.
How often do you post new recipes?
We regularly test and launch limited-edition or seasonal pizzas based on customer feedback and market trends.
Do you serve appetizers, salads, or desserts?
We currently do not offer appetizers or salads, but we do offer Italian-inspired desserts, such as artisanal ice cream and various versions of tiramisu. The dessert menu may vary by location and season.
Can I order it without cheese or sauce?
Our tomato base sauce is essential to every recipe and cannot be omitted. Currently, it is also not possible to remove toppings.
How do you ensure the safety of ingredients in an automated kitchen?
Our robotic kitchen follows strict hygiene protocols and minimizes human contact. IQF ingredients allow for precise control over freshness and safety. In addition, we have quality control systems in place at every stage.
Can I see the nutritional information for the pizzas?
Yes! You can find detailed nutritional information for all our pizzas here:
https://cdn.prod.website-files.com/6908dc9333407d293fc9e5c0/693ac2c8ebdd11c51098da72_PAZZI%20-%20Informacion%20Nutricional%20-%2011-12-25.pdf.
Ingredients and allergens are also clearly listed on the menu.
Are the pizzas suitable for children?
Yes. Our pizzas are suitable for the whole family. Some recipes are milder, such as the cheese or chicken ones.
Do you use preservatives or artificial additives?
No. We prioritize natural ingredients. The IQF process preserves flavor and freshness without artificial preservatives.
Do you have spicy pizzas? Can I order a milder version?
Some recipes include slightly spicy ingredients, such as pepperoni. At this time, it is not possible to remove ingredients or adjust the level of spiciness.
What payment methods do you accept?
We accept all major credit cards at our kiosks and in-store. You can also pay online with Apple Pay or Google Pay.
Can I pay in cash when I pick up my order?
No. PAZZI is a 100% cashless concept. All payments are digital.
How do I use a promo code?
You can enter it at checkout on our website or app. It's not yet possible to use codes at the kiosks, but it will be soon.
Are the prices the same online and in-store?
Yes. We keep our prices the same across all channels.
Can I request an invoice?
We offer both printed and digital receipts. If you need a simplified receipt, it will be available via email or on screen after you place your order.
Can I combine promotions or coupons?
Yes, provided that the terms of the offer allow it.
Can I save my card for quick payments?
Not at this time. For security reasons, we do not store payment information, although Apple Pay and Google Pay allow for fast and secure payments.
Do you offer refunds for delays or delivery issues?
If you encounter any problems or delays, please contact our support team. [Insert link].
Can I split the payment between two cards or between a card and a coupon?
No. Only one payment method is accepted per transaction.
Is it okay to leave a tip?
It is neither necessary nor expected, since the process is automated. If you'd like to support the project, you can leave a review on Google. [Insert link].
Can I view my previous orders?
Yes. They are available in your PAZZI account along with your digital receipts.
Do you charge any additional fees or surcharges?
No. Prices include all applicable taxes, and there are no hidden fees.
Do you offer discounts for groups or companies?
Not at the moment, although it could be implemented in the future.
Is there a minimum order amount for online orders?
No. There is no minimum order, either online or in-store.
How do I pick up my order?
When your pizza is ready, scan your QR code at the pickup station. The machine will recognize your order and dispense it automatically.
Do I need to scan the QR code for drinks or desserts as well?
Yes. You just need to scan the QR code once at each machine—all the products assigned to that machine will appear together. If your order includes items from different machines (for example, two different brands of drinks), you'll need to scan the QR code at each one.
Can I choose a pickup time?
Yes, you can select a pickup time in real time on the website.
What happens if I'm late?
We hold orders for 15 minutes. After that time, the order may be canceled and will not be refunded.
What if the QR code won't scan or my screen isn't responding?
Turn up the brightness on your phone and make sure the code is visible. If it still doesn't work, use the help button or contact support.
What should I do if a product doesn't come out or gets stuck?
Use the help desk at the station. Our on-site or remote team will resolve the issue quickly.
What happens if the robot malfunctions?
You will be notified immediately. Your order can be paused, rescheduled, or refunded, as appropriate.
Can I reschedule the pickup if there is a technical issue?
If a technical issue is confirmed, we will issue a refund, and you can place a new order.
Can someone else pick up my order?
Yes, as long as I have your QR code.
What happens if I scan the QR code too early?
It's okay. The order will only be shipped when it's ready.
Can I track the status of my order?
Yes, either from the in-store screens or the confirmation link on the website.
Can I pick up multiple orders at once?
Yes, each one has its own QR code. Scan them one after another.
Can I add more items after confirming my order?
No. You'll have to make a new one.
What happens if I pick up the wrong order?
The system links each QR code to its corresponding order to prevent errors. If an error occurs, please contact support.
Can I change or cancel my pickup time?
You can't change the time, but if you need to cancel, please contact our support team immediately via [insert link to the contact form].
Is there a limit on the number of pizzas per order?
Yes, a maximum of 6 pizzas per order. For large groups, we recommend ordering outside of peak hours.
Where is PAZZI Madrid?
📍 14 Gaztambide Street, 28015 Madrid
Do you offer home delivery?
Some recipes include slightly spicy ingredients, such as pepperoni. At this time, it is not possible to remove ingredients or adjust the level of spiciness.
What are the hours?
Open every day from 11:00 a.m. to 11:00 p.m.
Is there any human assistance?
Yes. During the first few weeks, there will be staff in the store. Later on, you'll have access to a Help Point with a QR code for remote support.
How can I get in touch if I have a problem?
Through our contact page. Links are available in the main menu and footer of our website.
Is the store accessible and pet-friendly?
Yes, it's accessible and pet-friendly.
How do I get there by public transportation?
We're in a very accessible area:
- Islas Filipinas Metro station (Line 7) is a 1-minute walk away.
- Bus lines 2, 21, 133, 138, among others.
- Located in the Gaztambide neighborhood (Chamberí), with excellent public transportation connections.
Is there a dining area, or is it takeout only?
PAZZI is an automated takeout concept. Seating may be limited, but the space is designed for quick pickup.
Are restrooms available for customers?
No, not at the moment.
Are you open on weekends and holidays?
Yes, we're open 7 days a week.
Do you offer contactless pickup?
Yes. The entire process is 100% contactless.
Can you visit just to see the robot?
Sure. You can come watch the robotic pizza chef in action—it's part of the PAZZI experience.