Refund Policy
At Crust & Ember Pizzeria, we are dedicated to delivering hot, fresh meals with exceptional service. If you are not completely satisfied with your order from our pizzeria, please review our refund policy below. This policy applies to orders placed directly through our website at passagemeadow.xyz and any orders placed by phone or in person at our location in London, W1T 3HD, 15 Newman Street, United Kingdom. Last updated: October 10, 2025.
1. Eligibility for refunds
We offer refunds for orders that arrive significantly late, are delivered cold, or contain items that are missing, incorrect, or unsafe to eat. Refund requests must be made within 7 days of the delivery date. To be eligible, customers should provide order details, photos of the issue if applicable, and the delivery information. Refunds are not available for minor issues that do not affect the overall quality or safety of the meal, such as a small temperature drop in a delivery that still arrives warm.
2. How to request a refund
To start a refund request, contact our customer service team at +44 20 1234 5678 or via our website at passagemeadow.xyz. Please include: - The order number - The delivery address and time - A description of the issue and any supporting photos - Your preferred resolution (refund to original payment method or a replacement order)
3. Resolution options
Once a refund request is reviewed and approved, you may choose one of the following resolutions: - A full or partial refund credited back to the original payment method - A replacement order with similar items at no additional cost - A credit toward future orders for future use on Crust & Ember Pizzeria
4. Delivery issues
If your order arrives late or shows up in poor condition, we will assess the situation and offer an appropriate remedy. For late deliveries, if the food is still safe to eat but arrives significantly delayed, we may offer a courtesy discount or replacement in lieu of a full refund. For damaged or missing items, please report the issue promptly with photos if possible.
5. Incorrect or missing items
In the rare event that your order includes items that are incorrect or missing, please contact us within 7 days of delivery. We will arrange for a replacement of the missing items or issue a refund for the affected items, depending on your preference.
6. Non-refundable circumstances
Refunds will not be provided for issues caused by customer availability or changes after the order is placed, or for items that have been consumed or contaminated after delivery. We also do not provide refunds for promotions or discounts that were applied to the order unless required by law.
7. Digital orders and gift cards
Refunds for digital orders are handled on a case-by-case basis. Gift cards are not redeemable for cash unless required by local law. If you used a gift card in conjunction with a purchase and require a refund, the refund will be issued to the original payment method if possible, or to a new gift card according to our policies.
8. Safety and compliance
Our refund process complies with local consumer protection regulations. We reserve the right to request information to verify the purchase and delivery details. Decisions regarding refunds are at the sole discretion of Crust & Ember Pizzeria and are final for that specific case.
9. Contact information
For questions about refunds or to initiate a claim, please reach out to us at +44 20 1234 5678 or visit passagemeadow.xyz for more details. Our team in London, United Kingdom is available to assist Monday through Sunday, during business hours. You can also find us at our storefront located at 15 Newman Street with the city and postal code W1T 3HD.
Thank you for choosing Crust & Ember Pizzeria. We appreciate your trust and aim to resolve any concerns quickly and fairly.