Refund Policy
Thank you for choosing Crust & Ember Pizzeria. We aim to provide delicious pizzas and a pleasant dining experience. If you are not fully satisfied with your order, our refund policy is designed to be clear, fair, and easy to follow. This policy applies to orders placed directly through centercorridor.xyz and for deliveries made to addresses within London, WC2E 9HA, United Kingdom. If you have any questions about a specific order, please contact us at +44 20 7946 0958 before submitting a refund request.
Eligibility for refunds
Refunds are considered for the following situations only: (1) the delivered items did not match the order placed (for example toppings or size were incorrect); (2) pizza quality issues such as undercooked dough, burnt crust, or cold items received after delivery; (3) delays that exceed the estimated delivery time by more than 45 minutes without prior notice; (4) inaccurate pricing or charges not authorized at the time of purchase. We reserve the right to determine eligibility on a case-by-case basis. We do not offer refunds for minor changes to toppings, preferences, or for items consumed in part unless they relate to the above.
Non-eligible refunds and exchanges
Refunds are not provided for: (a) late arrivals when the customer is not available to receive the order; (b) items that are missing but have been confirmed as delivered by the courier; (c) changes to the order after it has left our kitchen unless the request is made within 15 minutes of ordering; (d) promotions, rewards, or special pricing used at the time of purchase; (e) beverages ordered as juices drinks when presented as part of a combo, which may be substituted with an alternative juices beverage due to supply, but not refundable except as part of the original service failure.
Refund methods and timing
Approved refunds will be issued using the original payment method or a store credit at our discretion. If you paid by credit card, refunds typically appear on your statement within 5–10 business days depending on your bank. For cash purchases on delivery, refunds are issued via a credit to your Crust & Ember Pizzeria account or a bank transfer within 7–14 business days. We will confirm the exact method at the time of approval. If your order included a promotional item or a juices beverage, we may offer a substitute drink of equal value instead of a refund when appropriate, subject to availability.
How to request a refund
To start a refund request, please contact us within 7 days of receiving your order. Include your order number, name, delivery address, and a short description of the issue. If possible, attach photos showing the problem. Our customer care team will review your claim and respond with a decision and next steps within 2–4 business days. For quality issues or missing items, a delivery proof or kitchen ticket may be requested to verify the claim. We strive to resolve disputes amicably and promptly to maintain the high standard you expect from Crust & Ember Pizzeria.
Limitations
Please note that this policy supersedes any prior statements and may be amended from time to time. The maximum refund amount will be limited to the value of the order, excluding delivery fees or tips, unless otherwise required by local law. If a portion of an order is eligible for a refund, we may issue a partial refund corresponding to the value of the affected items. All decisions regarding refunds are at the sole discretion of Crust & Ember Pizzeria management.
Last updated
Last updated: August 15, 2025.
Contact information: for questions about this policy or to begin a claim, reach us at +44 20 7946 0958 or via centercorridor.xyz.
Address for correspondence: 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.