Refund Policy
At Crust & Basil Pizzeria, we pride ourselves on delivering hot, delicious pizzas and friendly service to our customers in London, United Kingdom. If you are not completely satisfied with your order, we will do our best to make it right. This Refund Policy explains when refunds are available, how to request them, and the steps we take to process them. Last updated: October 13, 2025.
Eligibility for refunds
Refunds are available for orders that arrive late, are incorrect, or clearly do not meet the quality standards of Crust & Basil Pizzeria. To be eligible, you must report the issue within 48 hours of delivery and provide supporting information, such as order number, photos of the items, and delivery timestamp. We reserve the right to assess each case individually. Certain items, such as promotional bundles or custom toppings, may have special terms as described at the time of purchase.
Refund methods
Approved refunds will be issued using the same payment method used at purchase, or as store credit equal to the value of the qualifying items. If a cash or in-person payment was used, a company credit will be issued to your Crust & Basil Pizzeria account and can be applied to future orders placed through urbanmirrorforest.xyz. Expected processing time is up to 7 business days, depending on your bank or payment provider. If you prefer a different form of refund, please contact our support team using the information below.
Cancelling or modifying orders
Orders canceled before preparation begins may be eligible for a full refund to the original payment method or store credit. Once preparation has started, refunds may be prorated based on the portion of the order completed and the value of ingredients used. Changes or substitutions after preparation begins may be considered as part of a new order rather than a refund.
How to request a refund
To initiate a refund request, please contact our support team with the following details: order number, delivery address, date and time of delivery, and a brief description of the issue. Attach any relevant photos or documentation. You can reach us at +44 20 7946 0958 or via the contact page on urbanmirrorforest.xyz. Our team will review your submission and respond within 2 business days with next steps.
Non-retail or gift orders
For corporate orders, events, or gift purchases, refunds follow the same eligibility criteria. In cases where a refund is not possible, we may offer an exchange, credit for future orders, or a partial refund at our discretion. If you received a damaged item, we may request the packaging to be kept for inspection before approving a return.
Non-ic beverages policy
Our menu includes a range of lemonades such as juice and lemonade. If a beverage is part of a refund request, the value will be considered in the same manner as food items, and pricing will reflect the current menu at the time of purchase. Any substitutions will be handled through the standard refund or exchange process.
Disclaimers
Refunds are not guaranteed for issues that occur after delivery due to storage or reheating conditions on the customer side. We encourage customers to inspect items upon arrival and contact us immediately if there is a concern. We reserve the right to decline refunds in cases of misuse, tampering, or when delivery details do not match the order record.
Information about Crust & Basil Pizzeria
Crust & Basil Pizzeria is located in 12 Pizza Lane, London, EC2A 3LP, United Kingdom. For any refund questions or to dispute a decision, please contact our customer service at +44 20 7946 0958 or visit urbanmirrorforest.xyz for more information.
Note: All monetary values are shown in £.