Refund Policy
Thank you for choosing Crust & Ember Pizzeria. We strive to provide delicious meals with the highest quality ingredients. If you are not completely satisfied with your order, our refund policy is designed to be clear and fair, while protecting both you and our business.
Last updated: 2025-06-01. This policy applies to all orders placed through softopenreflect.xyz and served at our local location in London, United Kingdom with the postal code NW1 6XE.
1. Eligibility for refunds
To qualify for a refund, you must contact us within 24 hours of receiving your order. Eligible refund requests include incorrect items, missing items from the order, or items that did not meet our standard of quality. All claims must be supported by a brief description and, when possible, photos of the delivered order. Refunds are evaluated on a case-by-case basis by our customer care team.
2. How to request a refund
To initiate a refund, please contact our team at +44 20 7946 0958 or via the contact form at softopenreflect.xyz. Please include your order number, delivery address, and a concise description of the issue. If an issue requires return of the product, we will provide instructions on how to proceed. For food safety reasons, unopened or partially consumed items may be eligible for replacement or refund at our discretion.
3. Resolution options
If your claim is approved, you may receive one of the following resolutions: (a) full or partial refund to the original payment method, (b) store credit equal to the value of the dispute, or (c) a complimentary replacement item. The resolution will be determined based on the nature of the issue, the time elapsed since delivery, and the evidence provided. Refunds are typically issued within 5-10 business days after approval, depending on your bank or payment provider.
4. Non-refundable items
Some items, such as promotional bundles or special menu items, may be non-refundable due to time-sensitive ingredients or supplier agreements. In such cases, our team will inform you at the time of the claim. If a substitution is offered, it will be made with items of equal or greater value where possible.
5. Cancellations and changes
Order cancellations must be made before the preparation process begins. If you cancel after preparation has started or after delivery, a partial refund or store credit may be issued at our discretion. We reserve the right to determine whether an order is eligible for cancellation and the amount of any refund.
6. Delivery issues
If you experience a delivery delay or the order arrives late, please contact us as soon as possible. We may offer a refund, discount, or replacement depending on the circumstances and the impact on the dining experience. Delivery issues are investigated promptly to prevent recurrence.
7. Data and privacy
All refund requests are handled in accordance with our privacy and data protection standards. Personal data used for processing refunds will be stored securely and will not be shared beyond necessary personnel involved in the resolution process. For more information, please see our privacy policy on softopenreflect.xyz.
8. Contact information
For questions about refunds or to initiate a claim, reach out to us at +44 20 7946 0958 or through softopenreflect.xyz. We are committed to solving concerns quickly and fairly, ensuring your experience with Crust & Ember Pizzeria remains positive.
9. Governing law
This policy is governed by the laws of United Kingdom and applicable local regulations. Any disputes arising from refunds will be resolved through amicable negotiation and, if necessary, through the appropriate courts in London.
10. Non-availability and changes
Crust & Ember Pizzeria reserves the right to modify this policy at any time. When changes occur, we will provide notice on our website and update the “Last updated” date. Your continued use of our services after such changes constitutes your acceptance of the updated policy. For a direct reference, contact our team at +44 20 7946 0958 or softopenreflect.xyz.
Thank you for your understanding and for choosing Crust & Ember Pizzeria—where every slice is crafted with care in 221B Baker Street, London, United Kingdom.