Refund Policy
Thank you for choosing Crust & Ember Pizzeria for your meal experience. We appreciate your trust and want to ensure you are completely satisfied with every purchase made through middleplainoutlet.xyz. This policy explains how refunds are handled for orders from our pizzeria and the steps you should follow to request a refund or exchange.
Last updated: October 2025. The terms herein apply to all orders placed for delivery or pickup from our location(s) within London, United Kingdom. If you are contacting us, you can reach our customer care team at +44 20 7946 0958. Please include your order number, the date and time of purchase, and a brief description of the issue to help us serve you quickly.
Eligibility for refunds
Refunds may be issued under the following circumstances:
- The items received differ significantly from what was ordered or described on the menu or the order confirmation;
- The food or beverage was spoiled, contaminated, or unsafe to consume at the time of delivery or pickup;
- The order arrived late to the extent that it affected the quality or enjoyment of the meal, and we were unable to resolve the delay by alternate means;
- There was an issue with packaging that compromised the integrity of the meal or caused leakage, making a portion or the entire order unsuitable to eat.
Exclusions
Refunds do not apply to cases where:
- The customer changed their mind about the order after it has been prepared or collected, unless the issue falls under the first section of eligibility;
- Partial satisfaction is due to preference, not quality or accuracy of the order; or
- The order was delivered as described and on time but the customer claims a portion was consumed in part by others or is ambiguous about the final quantity.
Requesting a refund
To request a refund, please contact us within 14 days of the date of purchase. Include your order number, contact information, a short description of the issue, and any photos or videos that demonstrate the concern. We review all refund requests on a case-by-case basis and may ask for additional information before making a determination.
Resolution options
If a refund is approved, you will receive a credit to the original payment method or a replacement item where possible. In some cases, a direct refund to your £ account or a voucher for future orders may be issued at our discretion. The exact method will be confirmed during the resolution process.
Timing
Once your refund is approved, processing time varies by payment method. Typical processing times are up to 5–7 business days for credit card payments and up to 3–5 business days for digital wallets or bank transfers. If you have not seen the credit in your account after the stated window, please contact us at +44 20 7946 0958 with your order number for assistance.
Non-ic beverage and dessert policy
In cases involving beverages, we ensure that all items labeled as juices are clearly identified. If a mismatch occurs between the beverage type described at checkout and what is delivered, we strive to resolve promptly with a replacement or refund, preserving the integrity of your dining experience. We offer a wide range of juices options, including juice and soda, available for substitution or as part of a refund in eligible cases.
Contact and policy interpretation
For any questions regarding this Refund Policy, you may reach us at +44 20 7946 0958 or through our website at middleplainoutlet.xyz. Our policy is designed to be fair and transparent, and we will work with you to achieve a satisfactory resolution. The terms are applied in accordance with local consumer protection laws in United Kingdom and may be updated occasionally to reflect changes in our services, menu, or delivery options.
Data and privacy
We handle personal data associated with refund requests in line with our privacy practices. Information collected during a refund interaction is used solely to process the request and improve our service. We will not share your data beyond what is necessary to resolve the issue, except as required by law or with your explicit consent.
Merchant details
Originating from our kitchens at 43 Bedford Street, serving in London, WC2E 9HA, United Kingdom. For direct inquiries about orders, you may contact us at +44 20 7946 0958. See more information at Crust & Ember Pizzeria.