Introduction
At Crust Pizza Delivery, customer satisfaction is our top priority. We strive to provide the highest quality products and services. However, we understand that sometimes issues may arise. This Refund Policy outlines the conditions under which we offer refunds, the refund process, and what you can expect when requesting a refund.
By placing an order with Crust Pizza Delivery, you agree to the terms of this Refund Policy. We reserve the right to modify this policy at any time, with changes taking effect when posted on our website.
Last updated: June 1, 2024
Conditions for Refunds
We offer refunds under the following circumstances:
Quality Issues
- Incorrect Order: If you receive items that are different from what you ordered
- Missing Items: If items are missing from your order
- Unsatisfactory Quality: If the food quality does not meet our standards (e.g., undercooked, overcooked, or containing foreign objects)
- Food Safety Concerns: If you have legitimate food safety concerns about your order
Delivery Issues
- Excessive Delay: If your delivery is significantly delayed beyond our estimated delivery time without prior notification (typically more than 60 minutes past the estimated time)
- Order Damage During Delivery: If your order is damaged during the delivery process
- Undelivered Order: If your order is marked as delivered but was not received
Technical Issues
- Double Charging: If you were charged multiple times for the same order
- System Errors: If technical issues with our website or app resulted in order problems
Refund Options
Depending on the circumstances and your preference, we may offer one of the following remedies:
Full Refund
A complete refund of the order amount to your original payment method. This is typically offered for undelivered orders, serious quality issues affecting the entire order, or significant delivery delays that render the food unsuitable for consumption.
Partial Refund
A refund for specific items that were problematic, missing, or incorrect, while the rest of the order was satisfactory.
Store Credit
We may offer store credit to be used on future orders, sometimes with additional value as a goodwill gesture.
Replacement
In some cases, we may offer to remake and deliver your order or the problematic items, especially for quality issues reported promptly.
How to Request a Refund
To request a refund, please follow these steps:
Timeframe for Requests
Refund requests should be submitted within 24 hours of receiving your order. This allows us to investigate the issue promptly and effectively.
Required Information
When requesting a refund, please provide the following information:
- Order number or reference
- Date and time of order
- Specific items for which you're requesting a refund
- Detailed reason for the refund request
- Photos of the issue (if applicable and possible)
- Your preferred contact method for follow-up
Submission Methods
You can submit your refund request through any of the following channels:
- Online Form: Complete the refund request form on our website
- Email: Send your request to [email protected]
- Phone: Call our customer service team at +447891742962 during business hours (10 AM - 10 PM AEST, 7 days a week)
- In-Store: Visit the location where your order originated with your receipt
Refund Process
Review and Investigation
Once we receive your refund request, our customer service team will review the details and may investigate the circumstances. This may involve:
- Checking order and delivery records
- Consulting with the store that prepared your order
- Reviewing delivery tracking information
- Examining any photos or evidence provided
Decision Timeline
We strive to process refund requests as quickly as possible:
- For straightforward issues, we aim to resolve refund requests within 24-48 hours
- For more complex situations requiring further investigation, resolution may take up to 5 business days
Refund Processing Time
Once a refund is approved:
- Credit/debit card refunds typically appear in your account within 3-5 business days, though this may vary depending on your financial institution
- Store credits are applied to your account immediately
- Other payment methods will be refunded according to their standard processing times
Notification
You will receive an email confirmation when your refund has been processed, including details of the refund amount and method.
Exceptions and Special Circumstances
Non-Refundable Situations
Refunds may not be available in the following situations:
- Personal preference issues (e.g., you changed your mind about a topping or pizza type)
- Refund requests submitted more than 24 hours after delivery
- Orders that have been consumed in their entirety
- Issues caused by incorrect information provided by the customer (e.g., wrong delivery address)
- Delivery delays due to factors outside our control (e.g., severe weather, road closures, incorrect contact information)
Promotional Items and Discounts
For orders that include promotional items, discounts, or vouchers:
- Refunds will be calculated based on the actual amount paid, not the full menu price
- Free or promotional items may not be eligible for cash refunds
- If a discount was applied to the entire order, the refund for individual items will be prorated accordingly
Third-Party Delivery Platforms
If you placed your order through a third-party delivery platform (such as Uber Eats, Deliveroo, or MenuLog):
- Refund requests must be submitted through the platform you used to place the order
- The third-party platform's refund policy may apply
- We will cooperate with third-party platforms to resolve legitimate issues
Our Quality Guarantee
At Crust Pizza Delivery, we stand behind the quality of our products. Our Quality Guarantee reflects our commitment to customer satisfaction:
- We use only premium ingredients in our products
- All food is prepared following strict food safety protocols
- We train our staff to maintain consistent quality standards
- We actively seek and respond to customer feedback to continuously improve our offerings
If your experience does not meet these standards, we want to make it right. Your satisfaction is important to us, and we value the opportunity to address any concerns.
Frequent Issues and Resolutions
Here are some common scenarios and how we typically handle them:
Late Delivery
- Less than 30 minutes late: Typically eligible for a discount voucher for a future order
- 30-60 minutes late: May be eligible for a partial refund or store credit
- More than 60 minutes late without communication: Typically eligible for a full refund or free replacement
Incorrect Items
- Wrong toppings or pizza type: Eligible for replacement of the incorrect item or a refund for that item
- Completely wrong order: Eligible for full replacement or refund
Quality Issues
- Undercooked or overcooked: Eligible for replacement or refund
- Foreign object in food: Eligible for full refund and additional compensation based on circumstances
- Cold food (when delivered): May be eligible for replacement, partial refund, or store credit depending on circumstances
Technical Issues
- Double payment: Full refund of the duplicate charge
- Website/app errors affecting order: Case-by-case resolution based on the specific issue
Customer Feedback and Continuous Improvement
We value your feedback, even when it highlights areas where we can improve. Your refund requests and comments help us identify opportunities to enhance our products, services, and processes.
We regularly review feedback trends to make systemic improvements. For example, if we notice multiple quality issues with a particular ingredient or product, we will investigate and make necessary changes to our recipes or suppliers.
We encourage you to provide detailed feedback when requesting a refund, as this helps us address the root cause of any issues.
Contact Information
If you have questions about our Refund Policy or need assistance with a refund request, please contact our Customer Service team:
Customer Service Department
Crust Pizza Delivery
Flat 89 Brown Roads
Lake Harrisonbury BN12 6HW
Australia
Email: [email protected]
Phone: +447891742962
Hours: 10 AM - 10 PM AEST, 7 days a week
