Refund Policy for Ember & Crust Pizzeria

Last updated: 01 October 2025

This Refund Policy explains how Ember & Crust Pizzeria handles refunds, returns, and order adjustments for pizzas, sides, desserts, and beverages ordered through grovebloomsprout.site, by phone at +39 081 123 4567, or collected from Via dei Tribunali 94, Centro Storico, Naples, 80138, Italy. We prepare every item fresh, and food safety is our top priority. All refunds are processed in €.

1. General Principles

• We strive for accuracy, quality, and on-time service. If we make a mistake, we will make it right with a refund, replacement, or store credit.
• Because food is perishable, we may require prompt notice, photos, and that most of the item remains uneaten for evaluation.

2. Eligibility Window

• Report issues within 2 hours of delivery or pickup.
• For quality concerns, please keep at least 80% of the item available for review.
• Provide order number, description of the issue, and photos if applicable.

3. Issues We Cover

• Wrong item or size; missing toppings; missing sides, desserts, or soft drinks/juice/lemonade.
• Food quality problems (e.g., undercooked, overcooked, damaged, temperature safety concerns).
• Late delivery clearly beyond the promised window due to our error (partial refund or store credit may apply).
• Order canceled by us due to supply or oven issues (full refund or reschedule).

4. Non-Refundable Situations

• Change-of-mind after preparation has started.
• Items mostly eaten or discarded before a review can be made.
• Incorrect address or inability to receive the order at the agreed time.
• Tips and fees charged by third-party couriers not under our control.
• Gift cards and promotional vouchers, except where required by law.

5. Cancellations

• Immediate orders: cancel within 5 minutes of confirmation if preparation has not started for a full refund.
• Scheduled orders: cancel at least 30 minutes before preparation time for a full refund.
• Once preparation begins, up to 100% of the order value may be charged to cover costs.

6. Delivery and Pickup

• If the address provided is incomplete or incorrect, we cannot guarantee re-delivery without additional charges.
• If the courier cannot reach you, we may hold the order for pickup for up to 30 minutes; after that, food may be discarded for safety and charges will still apply.

7. Refund Method and Timing

• Refunds are returned to the original payment method in €.
• Processing times are typically 3–10 business days, depending on your bank or provider.
• If cash was used, we may issue store credit or provide cash at our location at Via dei Tribunali 94, Centro Storico, Naples, within 7 days.

8. Promotions and Price Adjustments

• Discounts must be applied at checkout. We do not apply promotions retroactively.
• If a valid coupon failed due to a system error, contact us the same day; we may issue a store credit for the difference.

9. How to Request a Refund

1. Within the eligibility window, contact Ember & Crust Pizzeria at +39 081 123 4567 or submit a request via grovebloomsprout.site.
2. Share your order number, describe the problem, and attach photos if possible.
3. Keep the item available; we may arrange inspection, replacement, or pickup.

10. Your Rights

Nothing in this policy limits your statutory rights under applicable consumer laws in Italy. Where the law provides additional protections, we will honor them.

11. Company Details

Ember & Crust Pizzeria — Via dei Tribunali 94, Centro Storico, Naples, 80138, Italy. For support, please visit grovebloomsprout.site or call +39 081 123 4567. Transactions are processed in €.

We may update this policy to reflect changes in our services or legal requirements. Please review it periodically on grovebloomsprout.site.