Refund Policy
Welcome to the refund policy of Brick & Basil Pizzeria. We are dedicated to delivering fresh, delicious pizzas with fast and friendly service. This policy explains how refunds and adjustments are handled for orders placed through moderninnovationhub.xyz or in our pizzeria locations. By placing an order with us, you agree to the terms described below.
Last updated
January 15, 2025
Why you might be eligible for a refund
We want you to be completely satisfied with every meal. Refunds or credits may be offered in the following scenarios:
- The delivered order is incomplete or incorrect due to our error (for example, missing item, wrong item, or item prepared with different toppings).
- The quality of the food is substantially different from what is described or expected, due to our preparation, storage, or handling.
- A significant delay in delivery results in a meal that is not suitable to eat at the expected temperature or within a reasonable time frame.
Non-eligibility
We do not provide refunds for items that are consumed in part, or for issues that occur after the order has been handed off to the customer. Refunds are not offered for:
- Items without a documented error or quality issue.
- Items returned after consumption or deemed safe to eat but not to your taste preferences.
- Promotional offers, discounts, or gift cards unless otherwise stated.
How to request a refund
To request a refund, please contact us within 7 days of receiving your order. Include your order number, delivery time, and a brief description of the issue. You may reach us at +44 20 7946 0958 or via email through the contact form on moderninnovationhub.xyz. Our team will review your request promptly and respond within 1–3 business days.
Evidence and assessment
For a valid refund request, we may ask you to provide evidence such as a photo of the delivered items or a brief description of the discrepancy. We reserve the right to verify all complaints before issuing a refund or credit. In some cases, a delivery supervisor may contact you to discuss the situation and gather additional details.
Refund options
Refunds, when approved, will be issued to the original payment method used for the order. If the original method is not available, we may offer a store credit of £ equivalent to the value of the eligible items. Refunds will be processed within 5–10 business days, depending on your bank or card issuer.
Partial refunds and credits
In some circumstances, we may issue a partial refund or store credit to reflect the portion of the order that met our quality standards. If you request a replacement item instead of a refund, we will arrange delivery of the new pizza at no additional charge, subject to availability and within our standard delivery window.
Delivery and pickup orders
Refunds for delivery orders are processed in the same manner as in-store orders. If you picked up your order and are dissatisfied, please notify us at +44 20 7946 0958 or through moderninnovationhub.xyz with details about the issue. We may request the packaging or the item for inspection as part of our quality control.
Gift cards and promotions
Refunds do not apply to gift cards. Promotional discounts and meal deals apply to the original purchase at the time of the order; refunds or credits will reflect the adjusted subtotal of the eligible items.
Exchanges
If you receive a pizza that doesn’t meet your expectations, we can offer an exchange for a different size or topping combination, subject to availability. Exchanges are processed in a manner consistent with our refund policy and within the same delivery or pickup window where possible.
Non-returnable items
Certain items, such as beverages that are not part of a fixed combo, may be non-returnable for health and safety reasons. If a beverage choice is substituted due to dietary restrictions, we will offer a suitable alternative without charge whenever feasible.
International or cross-location orders
Refund processes for orders placed from different locations follow the same timeframes, but may require additional verification. If you are traveling or relocating, please contact us to discuss the most appropriate resolution.
Changes to this policy
We reserve the right to modify this refund policy at any time. Updated policies will be posted on moderninnovationhub.xyz and become effective immediately upon posting. Your continued use of our services constitutes your acceptance of the revised policy.
Contact information
If you have any questions about our refund policy, please reach out to us at +44 20 7946 0958 or visit moderninnovationhub.xyz for additional details. Our dedicated team is available to assist with refunds and order concerns.
Brick & Basil Pizzeria • 12 Baker Street, London, W1U 3BW, United Kingdom