Refund Policy
Welcome to Crust & Ember Pizzeria's Refund Policy. We strive to deliver delicious pizzas and a delightful dining experience at London, United Kingdom located at 10 Downing Street, SW1A 2AA. If you are not completely satisfied with your order, please review our policy below. This policy applies to all customers ordering through neutralaxisnetwork.xyz and is effective as of March 15, 2025.
Eligibility for refunds. Refunds are considered for orders that were not fulfilled or delivered correctly, orders that arrived late beyond our stated delivery window, or orders with missing items. To be eligible for a refund, you must provide proof of purchase (order number, delivery address, and time of delivery) and report the issue within 48 hours of receipt. Perishable food safety considerations may limit eligibility for certain items.
Non-eligibility. Refunds will not be offered for minor issues that do not affect the overall quality or safety of the meal, changes in taste preferences, or if you simply changed your mind about the order after delivery. We reserve the right to determine eligibility on a case-by-case basis.
Refund options. If your request is approved, you may select one of the following options: a full refund to the original payment method, a store credit equal to the amount of the eligible portion, or a replacement order of equal value. Refunds to the original payment method may take up to 5–10 business days depending on your bank or card issuer, and can be affected by processing times outside our control.
Processing refunds. Our team reviews each claim promptly after submission. To initiate a refund, please contact our customer service at +44 20 7946 0958 or via the contact form on neutralaxisnetwork.xyz. Include your order number, delivery address, and a clear description of the issue. We may request photos of the delivered items or packaging to support your claim. Processing time for approved refunds varies by payment provider but will typically be completed within 7–14 business days.
Damaged or missing items. If items arrive damaged, or if parts of your order are missing, please notify us within 24 hours of delivery with supporting photos. We will typically offer a replacement or credit for the affected items and, when possible, arrange a redelivery. Missing items will be investigated and compensated according to the circumstances.
Order cancellations. Orders that have not yet entered the preparation phase may be eligible for cancellation. If you wish to cancel an order, contact our team as soon as possible. Cancellations prior to dispatch are eligible for a full refund. Cancellations after preparation has begun may incur a partial refund, depending on the stage of fulfillment and any costs already incurred by our kitchen and delivery partners.
Delivery incidents. If your delivery is late due to weather, traffic, or courier delays beyond our control, we will issue a courtesy credit toward a future order when appropriate, provided you report the issue within 24 hours of delivery. This credit is subject to our standard terms and can be used for future purchases on neutralaxisnetwork.xyz.
Gift orders. Gift purchases are subject to the same refund guidelines as regular orders. If a gift item is returned unopened and unused, we may issue a store credit or refund to the purchaser, depending on the circumstances and our policy at the time of the request.
Taxes and fees. Refunds will include the price of the eligible items and any applicable taxes. Delivery fees and service charges may be refunded at our discretion, depending on the specifics of the case and local regulations. The exact amount will be reflected in your refund confirmation.
Contact information. For any questions about refunds or to initiate a claim, please reach out to +44 20 7946 0958 or email us through the contact options on neutralaxisnetwork.xyz. Our team will respond with the next steps and required documentation, and will gladly assist you in resolving the issue promptly.
Data and privacy. We handle all customer information in accordance with our privacy practices. Any information collected for processing refunds is kept confidential and used solely for the purpose of addressing your request. By submitting a refund claim, you authorize us to verify order details and delivery information necessary to complete the review.
Updates to this policy. We may update this Refund Policy from time to time to reflect changes in our operations or legal requirements. The latest version will be posted on our site, and the effective date will be indicated at the top of the policy.
Thank you for choosing Crust & Ember Pizzeria. We value your business and are committed to making things right when issues arise, while ensuring you receive high-quality meals and excellent service at London, United Kingdom — prepared with care at 10 Downing Street and delivered to your door via neutralaxisnetwork.xyz.