Refund Policy
At Crust & Crown Pizzeria, we are dedicated to delivering fresh, delicious meals and friendly service. If you are ever unhappy with your order, our refund policy is designed to be clear, fair, and easy to use. This policy applies to all dine-in, takeout, and delivery purchases made through quietgrainkitchen.sbs or at our physical location(s). By placing an order with us, you agree to the terms described below.
Eligibility for Refunds
Refunds are offered in the following circumstances, subject to verification and within the stated timelines:
- The delivered item is not as described on the menu or is missing core components (for example, a pizza without listed toppings or a pasta dish that is incomplete).
- The order is significantly delayed beyond the estimated delivery time provided at the moment of purchase, and you were not informed of the delay.
- The food is spoiled, unsafe to eat, or prepared under conditions that do not meet basic food-safety standards.
- There was an error in billing, including duplicate charges or incorrect item pricing, for orders placed through quietgrainkitchen.sbs or in-store.
Refunds are not available for minor issues such as temporary changes in toppings due to availability, or if the customer changes their mind after the order has begun preparation, unless the issue falls under the categories above and is reported promptly.
Timeframe for Claims
To initiate a refund request, please contact us within 7 days of receiving your order. For in-store purchases, please notify a staff member as soon as possible. For online orders, submit a claim through quietgrainkitchen.sbs or contact our customer care team. We may ask for supporting details such as your order number, photos of the issue, and confirmation of delivery time to process the claim efficiently.
Refund Methods
Refunds for valid claims will be issued using the original payment method whenever possible. If the original method is unavailable, we will offer an alternative refund method, such as a credit toward Crust & Crown Pizzeria's future orders, or a direct bank transfer where feasible. Processing times vary by payment method and financial institution, but typically range from 3 to 10 business days for card payments and up to 5 business days for alternative methods.
Partial and Full Refunds
Depending on the nature of the issue, refunds may be offered as a full or partial amount. For items missing components or significantly misrepresented, a full refund of the item price and any applicable delivery fee will be considered. In cases of minor discrepancies, we may provide a credit toward future orders or a partial reimbursement at our discretion.
Delivery and Takeout Issues
If a delivery order arrives late or cold, and the quality remains unsatisfactory, please contact us with your order details within the claim window. We may offer replacement items, a discount on the current or a future order, or a credit to your account. In-store orders will be addressed on a case-by-case basis by our staff, with a focus on preserving the dining experience and ensuring customer satisfaction.
Changes, Cancellations, and Substitutions
Orders placed for delivery or takeout may be canceled or modified up to a certain point in the preparation process, depending on current demand and kitchen workload. Once an order has begun preparation or has entered transit, refunds may be limited or unavailable. We encourage you to contact us as soon as possible if you need to modify or cancel an order.
Processing and Contact
To request a refund or discuss a concern, please reach out to our customer care team through quietgrainkitchen.sbs or by phone at +44 20 7946 0958. If you prefer to visit us, you can find us at our location in London, 43 Bedford Street; postal code WC2E 9HA, United Kingdom. We strive to respond to all inquiries within 1–2 business days and to resolve issues promptly and fairly.
General Provisions
This policy is governed by applicable consumer protection laws in United Kingdom. Nothing in this policy restricts your statutory rights. We reserve the right to modify this refund policy at any time, with changes taking effect immediately upon posting on quietgrainkitchen.sbs. Continued use of our services after such changes constitutes acceptance of the updated policy.