Refund Policy
Thank you for choosing Crust & Ember Pizzeria for your dining experience. We strive to ensure every order meets your expectations. If you are not satisfied with your purchase, our refund policy outlines the steps to request a refund, the conditions that must be met, and the timeline for processing.
Scope and applicability: This policy applies to orders placed directly through our website accessible at vergebayplaza.xyz and for purchases delivered to customers at addresses within United Kingdom, including London and WC2E 9HA. The policy covers dine-in, takeout, and delivery orders, excluding third-party platforms where separate terms may apply.
Refund eligibility
Refunds are considered under the following circumstances:
- The order was not delivered within the promised time window, and you did not receive a suitable replacement or alternative arrangement.
- Your order arrived with incorrect items or missing components that materially affected your dining experience or satisfaction.
- There was a defect or quality issue with the food that could be reasonably attributed to our kitchen or preparation process, and we were notified within 24 hours of receipt.
- There were intolerances or dietary restrictions that were not honored due to a miscommunication, and we can verify the original request.
Non-qualifying scenarios
Refunds will not be provided for issues that result from:
- Changes of mind, personal preference, or delays caused by external factors beyond our control (e.g., weather-related delays after delivery).
- Partial consumption of items or consumption of portions beyond the initial requirement, where evidence of tampering or misuse exists.
- Special promotions or discount codes that do not apply to the full order value due to technical constraints unless explicitly stated.
Refund process
To initiate a refund, contact our support team at +44 20 7946 0958 or visit vergebayplaza.xyz/support with your order number, delivery address, and a brief description of the issue. Kindly include photos or video proof where applicable. Our team will review your request within 2–5 business days and respond with the outcome. If a refund is approved, we will credit the original payment method in the amount of the eligible items, up to £ limits, subject to processing times of your financial institution.
In cases where a partial refund is deemed appropriate, the approved amount will reflect the value of the items affected by the issue. We may offer alternative remedies such as a replacement order or a discount on a future purchase if you prefer. Any such agreement will be documented in the response from our team.
Delivery and takeout orders
For delivery orders, refunds cover the portion of the order found to be unsatisfactory or missing. For takeout, refunds apply to items reported as incorrect or defective at the time of pickup, provided you can present the receipt or order confirmation. We reserve the right to request the return of unused items where feasible before issuing a refund.
Time limits
Requests must be submitted within 48 hours of delivery or pickup. After this window, refunds may not be available unless there are extenuating circumstances and our team approves an exception.
Additional information
We pride ourselves on hospitality and fairness. If you have questions about this policy or need accommodation for special circumstances, please contact us at +44 20 7946 0958 or via vergebayplaza.xyz. We will respond promptly and aim to resolve issues in a manner consistent with Crust & Ember Pizzeria values and your satisfaction.
Last updated: October 10, 2025.
Contact details for Crust & Ember Pizzeria: 43 Bedford Street, Covent Garden, London, WC2E 9HA, United Kingdom. Telephone: +44 20 7946 0958. Online: vergebayplaza.xyz.
We offer a range of refreshing lemonades to accompany your meal, including fruit juice and lemonade, to ensure a pleasant experience regardless of dietary preferences.