Refund Policy

1. Introduction

At Crust Pizza Australia, we strive to ensure that every pizza we deliver meets our high standards of quality and exceeds your expectations. We understand that occasionally issues may arise, and we are committed to resolving any problems promptly and fairly.

This Refund Policy outlines the procedures for refunds, cancellations, and our satisfaction guarantee. By placing an order with us, you agree to the terms of this policy.

2. Our Satisfaction Guarantee

We stand behind the quality of our products and are committed to your satisfaction. If you are not completely satisfied with your order for any reason, please contact us within 30 minutes of delivery or pick-up, and we will make it right.

2.1 Quality Issues

If your order does not meet our quality standards (e.g., wrong items, missing items, food quality issues), we will, at our discretion, offer one of the following remedies:

• Replace the affected items
• Provide a refund for the affected items
• Issue store credit for future purchases

In some cases, we may request photographic evidence of the quality issue to help us improve our processes.

2.2 Delivery Issues

If there are issues with your delivery (e.g., significant delay beyond our estimated delivery time, incorrect delivery address due to our error), we will, at our discretion, offer one of the following remedies:

• Refund the delivery fee
• Provide a discount on a future order
• In cases of extreme delay or non-delivery, provide a full refund or replacement

3. Refund Eligibility

You may be eligible for a refund or replacement in the following circumstances:

• The order contains incorrect items (not as ordered)
• The order is missing items
• The food quality does not meet our standards
• The food was delivered in an unsafe or unsanitary condition
• The order was not delivered within a reasonable time frame from the estimated delivery time
• The order was not delivered at all

3.1 Non-Eligible Circumstances

Refunds or replacements may not be available in the following situations:

• Personal taste preferences (e.g., you didn't like a particular flavor)
• Incorrect orders due to customer error (e.g., selecting the wrong item or providing incorrect delivery information)
• Complaints received more than 30 minutes after delivery or pick-up
• Minor delays in delivery due to circumstances beyond our control (e.g., extreme weather, traffic conditions)
• Refusal to provide reasonable evidence of the issue when requested

However, we evaluate each situation on a case-by-case basis and strive to provide the best customer service possible.

4. How to Request a Refund

If you experience an issue with your order and wish to request a refund or replacement, please follow these steps:

1. Contact our customer service team as soon as possible (within 30 minutes of delivery or pick-up) through one of the following methods:
   • Phone: +448082990436
   • Email: [email protected]
   • Through the contact form on our website
2. Provide the following information:
   • Your name and contact information
   • Order number or receipt number
   • Date and time of order
   • Store location (if applicable)
   • Details of the issue
   • Your preferred resolution (refund, replacement, or store credit)

Our customer service team will review your request and respond as soon as possible, typically within 24 hours.

5. Refund Processing

5.1 Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card: Refunds will be processed back to the original card
• PayPal: Refunds will be processed back to your PayPal account
• Gift Card or Store Credit: Refunds will be issued as store credit
• Cash (in-store purchases only): Refunds may be provided in cash or as store credit

5.2 Refund Timeframes

Once approved, refunds are processed as follows:

• Credit/Debit Card: 3-5 business days (processing time depends on your financial institution)
• PayPal: 1-2 business days
• Gift Card or Store Credit: Immediate
• Cash (in-store purchases only): Immediate if returning to the store

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account depends on your financial institution and is beyond our control.

5.3 Partial Refunds

In some cases, we may issue partial refunds if only certain items in your order were affected. The refund amount will be based on the price of the affected items, plus the proportional amount of any applicable taxes.

6. Order Cancellations

6.1 Cancellation by Customer

You may cancel your order and receive a full refund under the following conditions:

• For delivery orders: If you cancel before the order enters the preparation stage (typically within 5 minutes of placing the order)
• For pick-up orders: If you cancel before the order enters the preparation stage (typically within 5 minutes of placing the order)

To cancel an order, please contact our customer service team immediately using the contact information provided in Section 4.

If you cancel after your order has entered the preparation stage, we may offer a partial refund or store credit at our discretion, depending on the stage of preparation.

6.2 Cancellation by Crust Pizza

In rare circumstances, we may need to cancel your order due to:

• Unavailability of ingredients
• Technical issues
• Extreme weather conditions affecting safe delivery
• Other unforeseen circumstances

If we cancel your order, you will receive a full refund using your original payment method. We will also notify you promptly about the cancellation and the reason for it.

7. Late Deliveries

We strive to deliver all orders within the estimated delivery time provided at checkout. However, delivery times are estimates and may be affected by factors outside our control, such as traffic, weather conditions, and high order volumes.

If your delivery is significantly delayed (more than 30 minutes beyond the estimated delivery time), please contact our customer service team. Depending on the circumstances, we may offer:

• A refund of the delivery fee
• A discount on a future order
• In cases of extreme delay, a partial or full refund

For orders that qualify under our "30-minute delivery guarantee" promotional offer, specific terms and conditions of that offer will apply.

8. Gift Cards and Promotional Credits

8.1 Gift Card Refunds

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.

If you have any issues with a gift card purchase (e.g., activation problems, incorrect amount), please contact our customer service team with your purchase receipt.

8.2 Promotional Credits and Discounts

Promotional credits, discount codes, and special offers are generally non-refundable and have no cash value. If a refund is issued for an order that used a promotional credit or discount:

• The refund amount will be based on the actual amount paid (after applying the discount)
• One-time use promotional codes or credits will not be restored or reissued
• If the promotional offer was contingent on a minimum order value, and the refund reduces the order value below this threshold, the promotional discount may be adjusted accordingly

9. Special Dietary Requirements and Allergies

While we take all reasonable steps to accommodate special dietary requirements and prevent cross-contamination, we cannot guarantee that our products are free from allergens or suitable for individuals with specific food allergies or intolerances.

If you have a severe food allergy, please note that we prepare food in a kitchen that handles common allergens including gluten, dairy, nuts, soy, egg, and seafood.

If you receive a product that was clearly labeled or advertised as being free from a specific allergen, and you can verify that it contains that allergen, please contact us immediately for a refund or replacement.

10. Amendments to this Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of revised policy means that you accept and agree to the changes.

11. Contact Us

If you have any questions or concerns about this Refund Policy, please contact our customer service team:

We aim to respond to all inquiries within 24 hours.