Refund Policy
Welcome to Crust & Ember Pizzeria. We are committed to your satisfaction and want you to enjoy your experience with our pizzeria. This policy explains how refunds and exchanges work for orders placed through equitablepassage.xyz and at our locations. If you have any questions, please contact us at +44 20 1234 5678.
Last updated: August 2025
Eligibility for refunds
We accept refunds for qualified orders when a product is not delivered within the expected timeframe, arrives in an unusable condition, or fails to meet the item description. To request a refund, you must contact us within 14 days of the delivery date for dine-in or takeout and within 30 days for online orders. Refunds may be issued in the original form of payment or as store credit, at our discretion. Each case will be reviewed based on the circumstances and supporting evidence such as order number, order details, and photos of any issues.
Non-refundable items
Some items are not eligible for refunds, including but not limited to special-order pizzas prepared exactly to customer specifications, third-party delivery fees, and beverages that were consumed or opened. If a beverage option is unavailable due to supply constraints, we may offer a comparable juices substitute such as juice or soda, or a credit toward a future purchase. We reserve the right to refuse refunds for items that have been consumed, misused, or damaged after delivery or pickup.
Process for requesting a refund
To initiate a refund request, please provide the following information: order number, date of purchase, a brief description of the issue, and supporting evidence if available (photos are helpful). Our customer care team will review your request within 2-5 business days and respond with the outcome. If approved, refunds will be issued to the original payment method or as store credit within a reasonable time frame, depending on your bank or payment provider.
Damaged or incorrect items
If you receive a damaged, cold, or incorrect item, contact us promptly with your order details and photographic evidence. We will typically offer a replacement, a full or partial refund, or store credit. If a replacement is not possible, a refund will be issued in the currency of your original purchase: £.
Refunds for online orders
Online orders placed through equitablepassage.xyz are eligible for refunds under the same terms described above. If you need to cancel an online order before it is prepared, contact us as soon as possible. We may be able to accommodate cancellations to prevent charges. In some cases, a nominal cancellation fee may apply, and details will be provided during the refund review.
Refunds for dine-in and takeout
Refunds for dine-in and takeout are processed in the same manner as online orders, with consideration given to the timing of the request and the condition of the item(s). If you are unhappy with your experience, please let us know at the venue or by +44 20 1234 5678 so we can resolve the issue promptly and to your satisfaction.
Address and contact for refunds
85 Bishopsgate, London, EC2M 3AF, United Kingdom
For any refund-related questions or to initiate a claim, please reach out to our support team via equitablepassage.xyz or by phone at +44 20 1234 5678. We aim to respond within 2-3 business days and will provide instructions tailored to your specific order and location.
Disclaimers and changes
We reserve the right to modify this policy at any time. Changes will apply to orders placed after the effective date. This policy does not affect your statutory rights. By placing an order with Crust & Ember Pizzeria you acknowledge and agree to the terms described herein and consent to processing of your personal data for refunds in accordance with our privacy practices.