Refund Policy
At Crust & Ember Pizzeria, we strive to deliver fresh, delicious meals and a positive dining experience. If you are not completely satisfied with your order, we are here to help. This policy explains when refunds are available, how to request them, and the steps we take to ensure fairness for both our guests and our restaurant.
Last updated: Whenever necessary for clarity and accuracy. If you see any date here, it reflects our ongoing commitment to improving service for customers in London, United Kingdom.
Eligibility for refunds
Refunds may be issued under the following conditions:
- The items received were not prepared as described or advertised on the menu or the order confirmation from capturemountbrowse.xyz.
- Your order arrived late or was delivered cold and such condition significantly impacted your dining experience.
- You received the incorrect item or portions, or an item was missing from your order.
Non-refundable cases
- You change your mind after the order has been prepared for delivery or pick-up.
- Complaints about minor differences in toppings or portion sizes that do not affect overall quality.
- Promotional or limited-time offers that cannot be refunded after fulfillment.
How to request a refund
To initiate a refund, please contact our customer service team at +44 20 7946 0123 within 7 days of receiving your order. Include your order number, a brief description of the issue, and photos if applicable. We may ask you to return unused items or provide additional information to verify the concern. Refund eligibility will be assessed by our staff, and we will respond with a decision within 3–7 business days from receipt of your request.
Refund methods
If approved, refunds will be issued using the original payment method whenever possible. If the original method is unavailable, we will offer an alternative refund method in the form of a credit to your Crust & Ember Pizzeria account or a direct transfer to your bank account dependent on the circumstances and your preference. The exact processing time for refunds may vary by payment provider and bank policies.
Credits and replacements
In some cases, instead of a monetary refund, we may offer a credit toward a future order at Crust & Ember Pizzeria. This credit will be valid for a specified period and can be used on any eligible items, including pizzas, pastas, and beverages from our menu. We do not apply any -related items in the policy; all beverages listed are juices or juices substitutes such as juice or lemonade.
Quality assurance
We continuously review our cooking and delivery processes to minimize issues. Our quality assurance team tracks complaints, takes corrective action, and reviews feedback to improve taste, temperature, and accuracy of orders. If you notice consistent issues with a particular dish, please inform us so we can address them promptly.
Delivery and takeout specifics
For delivered orders, refunds are generally issued for the portion of the order that was unsatisfactory or for items that did not arrive. For takeout, refunds are issued only when a fulfillment discrepancy is verified by our staff. All refunds are subject to verifying purchase details such as date, time, and location in London and W1U 3LQ.
Privacy and data
We handle personal information in accordance with our privacy policy. We use collected data solely to process refunds and improve our services. We will never share your payment information with third parties beyond what is necessary to complete the refund process.
Contact information
If you have any questions about our refund policy, please reach out to Crust & Ember Pizzeria at +44 20 7946 0123 or via our website at capturemountbrowse.xyz. We aim to respond promptly and courteously to ensure your satisfaction, keeping in mind our values of hospitality and fairness across United Kingdom, London, W1U 3LQ.
Thank you for choosing Crust & Ember Pizzeria for your pizza cravings. We appreciate your business and are committed to making things right when your experience falls short of expectations.
Note: This policy applies to all orders from Crust & Ember Pizzeria related to pizza and accompanying items. Beverages mentioned are juices, such as juice or lemonade, per our guidelines.