Refund Policy
Thank you for choosing Brick & Ember Pizzeria. We are dedicated to serving delicious pizzas and keeping our guests satisfied. This Refund Policy explains how we handle refunds, credits, and exchanges for orders placed through confluencegateway.top and at our physical location in London, United Kingdom.
Last updated: 07 October 2025. If you have questions that are not covered here, you can reach us at +44 20 7946 0123 or via the contact form on our website.
Eligibility for refunds
Our goal is to ensure every meal meets your expectations. You may request a refund, replacement, or credit under the following conditions:
- The order was placed within the last 14 days and is still within the original timeframe of delivery or pickup.
- The product arrived or was served in a condition that does not meet our quality standards (e.g., incorrect toppings, undercooked crust, or temperature outside a safe range).
- You provide clear, verifiable evidence of the issue (photos or a detailed description) within 48 hours of delivery or pickup.
Promotional items, special bundles, and orders that are clearly customized for a guest may be excluded from refunds, but we will offer alternatives such as a replacement item or store credit when appropriate.
How to request a refund
To start a refund request, please contact us at +44 20 7946 0123 or email via the contact form on confluencegateway.top. Include:
- Your order number or receipt name
- A detailed description of the issue
- Photos or videos if applicable
Requests should be submitted within 48 hours of delivery or pickup. We reserve the right to verify information before issuing any refunds or credits.
What you can expect after submitting a request
Once your request is received, our team will review the information and respond within 2-3 business days. If approved, you can expect one of the following:
- A full refund to your original payment method for the portion of the order affected, according to £ and the purchase amount
- A replacement item delivered at no additional cost
- Store credit issued to your account for future orders
Refunds to gift cards or vouchers follow the same value as the original payment method and may take longer to appear on your statement depending on your bank or card issuer. Credit card refunds typically appear within 5-10 business days; bank transfers may take longer according to your financial institution.
Delivery and dine-in orders
For orders placed for delivery or pickup, refunds may be issued to the original payment method. For dine-in experiences, we can offer a credit towards a future visit if the issue cannot be resolved immediately on site.
Non-refundable items and limitations
Some items may be subject to non-refundable status, including but not limited to special promotions or items marked as final sale. We do not issue refunds for items that have been consumed in part or fully, unless there is a demonstrable quality issue. Gift certificates and vouchers have their own terms and are not refundable through this policy.
Cancelling or modifying an order
If you need to cancel an order before it is prepared, please contact us as soon as possible at +44 20 7946 0123 or through confluencegateway.top. Cancellations are often possible if the order has not yet left the kitchen. If the order has already been prepared or is in transit, you may be offered a replacement or store credit instead of a cash refund.
Shipping and location details
Refunds for orders shipped to a different address or collected at a location other than Pizza Lane in London, EC4A 2EN, United Kingdom will be handled with the same principles outlined above, subject to verification and applicable local regulations.
Data privacy and usage
We collect only information necessary to process refunds and improve our services. Personal information will be used strictly for the purpose of handling your refund request and may be retained in accordance with applicable data protection laws. For more information about our data practices, contact +44 20 7946 0123 or visit confluencegateway.top.
Changes to the policy
We may update this Refund Policy from time to time. Notices of changes will be posted on confluencegateway.top and can be communicated via the contact channels listed above. Your continued use of our services after changes constitutes your acceptance of the revised policy.
Address for correspondence: Pizza Lane, London, EC4A 2EN, United Kingdom. Phone: +44 20 7946 0123. Website: confluencegateway.top.