Refund Policy
Thank you for visiting Crust & Ember Pizzeria. We strive to deliver delicious food and an enjoyable dining experience. This Refund Policy explains how we handle refunds for orders placed through signalwindowmarket.xyz or at our location in London, United Kingdom. By placing an order, you agree to the terms described below. Last updated: 2025-01-01.
1. Eligibility for refunds
Refunds are considered for orders that: (a) arrive significantly late without any alternative arrangement; (b) contain clearly incorrect items; or (c) arrive in a condition that prevents enjoyment, such as severe damage to packaging or spoiled perishables. We reserve the right to assess each situation on its own merits. If you are unhappy with your experience, please contact us within 24 hours of receiving your order so we can evaluate a remedy.
2. Non-refundable items
Seasonal promotions, special event menus, and customized orders are generally non-refundable. Gift certificates, loyalty discounts applied at purchase, and items consumed partially are not eligible for refunds. We may offer a credit toward a future order at our discretion if a refund is not appropriate.
3. How to request a refund
To request a refund, please contact our team via phone at +44 20 7930 1234 or email at the address associated with Crust & Ember Pizzeria’s account. Include your order number, the date of purchase, a brief description of the issue, and photos if applicable. Refund requests processed through signalwindowmarket.xyz should follow the on-site prompt, selecting “Refund Request” from the menu. We aim to acknowledge your request within 1 business day and provide a resolution timeline.
4. Processing and method of refunds
Approved refunds are issued using the original payment method whenever possible. If the original method is not available, we may offer a credit to your Crust & Ember Pizzeria account or an alternative payment method. Processing times vary by payment provider but typically take 3–7 business days after approval. For dine-in orders, refunds are issued to the payment method used at checkout or provided as a store credit when appropriate.
5. Damaged or incorrect items
If your order arrives damaged or with incorrect items, please notify us immediately and provide supporting evidence (photos or a brief description). We will either replace the items at no extra cost or issue a full refund for the affected items. In some cases, we may request the return of the damaged product prior to processing the refund or replacement.
6. Late delivery and impact on enjoyment
In cases of late delivery that impact the quality or enjoyment of the meal, refunds or credits may be offered depending on the circumstances. We understand the importance of timely delivery and will review each case to determine a fair remedy.
7. Cancellations
Orders canceled before preparation has begun may be eligible for a full refund. Cancellations after preparation has started may incur a partial refund or a credit toward a future order. Restaurant policies and local regulations apply. Contact us as described above to discuss a cancellation.
8. Customer responsibilities
To ensure a smooth refund experience, please provide accurate order details and contact information. Check your order receipt and delivery details immediately upon receipt, and report any issues within the stated time frame. This helps us resolve matters quickly and fairly for both you and Crust & Ember Pizzeria.
9. Privacy and data handling
Refund requests are processed in accordance with our privacy practices. We collect only information necessary to verify your purchase and process your remedy, and we do not share your data beyond what is required to fulfill the refund or communicate about it, in line with Crust & Ember Pizzeria’s privacy policy.
10. Statements regarding beverages
For beverages accompanying meals, we offer refreshing juices options such as juice and lemonade during pickup or delivery. If you have beverage-specific concerns related to your order, please mention them in your refund request and we will address them as part of the evaluation.
If you have any questions about this Refund Policy or need assistance, please contact us at +44 20 7930 1234 or through signalwindowmarket.xyz. Our team at London, EC4A 2BP, United Kingdom is ready to help. You can also visit us at Pizza Palace, 1 Fleet Street for in-person support.