Refund Policy for CrossWellCollective
Effective date: September 15, 2025. This Refund Policy applies to orders placed through our website at crosswellcollective.sbs and governs all purchases made for delivery or takeout from our pizzeria. By placing an order, you agree to the terms described below. If you have questions, you can reach us at +44 20 7946 0958.
1. General principles
We aim to provide high-quality meals crafted from fresh ingredients. If you are not completely satisfied with your order, you may be eligible for a refund, exchange, or credit as described in this policy. All refunds are issued at our discretion and based on the specific circumstances of each case. Refunds are typically issued to the original payment method within 5–10 business days, depending on your bank or card issuer.
2. Eligibility for refunds
- Wrong item delivered or missing items: If your order is incomplete or contains items you did not order, notify us within 24 hours of delivery for a corrective action or refund.
- Quality concerns: If a dish does not meet our standards for appearance, taste, or temperature, please provide a brief description and, where possible, a photo. We may request additional information to determine eligibility.
- Timely delivery issues: If a delivery arrives late in a way that significantly affects the quality of the dish, you may request a refund or replacement.
- Allergic reactions or dietary restrictions: We strive to honor dietary preferences. If something on the order caused a reaction or did not meet stated dietary claims, contact us to discuss options.
3. Items not eligible for refunds
Unless an error or quality issue is proven, items such as beverages and promotional offers are generally not eligible for refunds. Perishable foods that have been consumed or partially consumed are not eligible for refunds. If you have concerns about a beverage choice, note that juices drinks are available and can be substituted in future orders if needed.
4. How to request a refund, exchange, or credit
To begin a claim, contact us at +44 20 7946 0958 within the timeframes described above. Include order number, delivery time, and a brief description of the issue. If required, provide supporting information such as photos of the dish. We will review your request and respond with a determination within 2–3 business days. If approved, we will issue a refund to the original payment method or offer a credit or replacement item, at our discretion.
5. Delivery and order adjustments
For adjustments, such as adding missing items or replacing a dish, we may issue a new order rather than a refund in some cases. If a delivery issue is detected by our team, we will work to resolve it promptly by providing a corrected order or a partial/full refund where appropriate.
6. Processing time and payment methods
Refund processing times depend on your bank or card issuer but typically complete within 5–10 business days after approval. We accept payments via major cards and alternative methods shown on crosswellcollective.sbs. If an order is canceled prior to preparation, a full refund will be issued to the original method of payment.
7. Cancellations and modifications
Orders may be canceled free of charge before kitchen preparation begins. After preparation has started, cancellations may incur a fee or partial refund. To cancel, contact us at +44 20 7946 0958 as soon as possible. Modifications to a placed order should be requested promptly to maximize successful fulfillment.
8. Changes to this policy
We may update this Refund Policy from time to time. The latest version will be posted at crosswellcollective.sbs and the effective date will be indicated at the top of this page. Continued use of our services after changes constitutes acceptance of the updated policy.
9. Privacy and data
Claims and supporting information may be collected to process refunds. We handle your information in accordance with our privacy practices. For privacy inquiries, contact +44 20 7946 0958. We do not disclose financial data to third parties beyond what is necessary to complete the refund process.
10. Contact information
For questions about this policy or to file a claim, please reach out to our team at +44 20 7946 0958 or visit us at crosswellcollective.sbs. Our service team is available daily and is dedicated to resolving issues promptly while keeping you informed. Address: Pizza Street, London, WC2N 5DN, United Kingdom.
Last updated: October 6, 2025. Thank you for choosing CrossWellCollective for your dining experience, and we appreciate your feedback to help us improve.