Refund Policy

At Crust Pizza, we take pride in providing high-quality products and excellent customer service. We understand that sometimes issues may arise, and this Refund Policy outlines our procedures for refunds, cancellations, and addressing order issues.

1. Order Cancellations

1.1 Before Order Preparation

If you wish to cancel your order, you may do so under the following conditions:

• You can cancel your order within 5 minutes of placing it by calling the store directly at the number provided in your order confirmation.
• Orders that have not yet entered the preparation stage are eligible for a full refund.

1.2 After Order Preparation

Once your order has entered the preparation stage:

• Cancellations may not be possible as our team has already started preparing your food.
• In special circumstances, we may offer store credit at our discretion.

2. Order Issues

We strive to ensure all orders are prepared correctly and delivered in optimal condition. If you experience any of the following issues with your order, you may be eligible for a refund or replacement:

2.1 How to Report an Order Issue

To report an issue with your order:

1. Contact the store that prepared your order directly using the phone number provided in your order confirmation.
2. Have your order number ready (found in your confirmation email or receipt).
3. Clearly explain the issue you experienced with your order.
4. If applicable, be prepared to provide photographs of the order issue.

For serious concerns or if you're unable to reach the store, you may contact our Customer Service team at [email protected].

3. Refund Processing

3.1 Refund Methods

When a refund is approved, it will be processed to the original payment method used for the order:

• Credit/Debit Cards: Refunds typically appear in your account within 5-10 business days, depending on your financial institution.
• PayPal: Refunds are typically processed within 2-3 business days.
• Gift Cards or Store Credit: Refunds will be issued back to the gift card or as store credit within 1-2 business days.

3.2 Partial Refunds

If only part of your order was affected (e.g., one item was incorrect), we may issue a partial refund for just that item rather than for the entire order.

4. Promotional Codes and Discounts

In the case of refunds for orders where promotional codes or discounts were applied:

• One-time use promotional codes cannot be restored or reused once an order is placed, even if that order is later refunded.
• Refunds will be calculated based on the actual amount paid after any discounts were applied.
• For orders that received a "free" item as part of a promotion, the free item does not have a refundable value.

5. Special Circumstances

5.1 Pre-orders and Catering Orders

For large pre-orders and catering orders:

• Cancellations must be made at least 24 hours before the scheduled order time.
• Cancellations made with less than 24 hours' notice may be subject to a 50% cancellation fee.
• Cancellations made with less than 2 hours' notice or after food preparation has begun may not be eligible for a refund.

5.2 Force Majeure

In cases where delivery is impossible due to circumstances beyond our control (severe weather conditions, natural disasters, unexpected road closures):

• We will contact you to reschedule delivery or arrange for pick-up if possible.
• If alternative arrangements cannot be made, a full refund will be issued.

6. Customer Satisfaction Guarantee

At Crust Pizza, we stand behind the quality of our products. If you are not completely satisfied with your order for any reason, please let us know within 30 minutes of delivery, and we will do our best to make it right.

Our primary goal is your satisfaction, and we will address each situation on a case-by-case basis to ensure we provide the best solution.

7. Limitations

Please note the following limitations to our refund policy:

• Refund requests made more than 30 minutes after delivery may not be honored, as it becomes difficult to verify the reported issue.
• Repeated refund requests from the same customer within a short period may be subject to review.
• Personal taste preferences (e.g., "I didn't like it") generally do not qualify for a refund unless there is a specific quality issue with the product.
• Changes to custom orders after preparation has begun cannot be accommodated and are not eligible for refund.

8. Contact Us

We appreciate your business and strive to ensure every Crust Pizza experience exceeds your expectations. This Refund Policy may be updated from time to time, and any changes will be posted on this page with a revised "Last Updated" date.