Refund and Cancellation Policy

Last updated: October 2, 2025

Thank you for choosing Ember & Crust Pizzeria Authentic Taste, Every Slice. We work hard to prepare fresh, delicious pizzas, sides, salads, desserts, and soft drinks like lemonade and juice. This Refund and Cancellation Policy explains when and how refunds, credits, or remakes are offered for orders placed through crescentpaperloft.sbs or by phone at +39 081 553 9204. By placing an order, you agree to the terms below.

1. Scope

This policy covers delivery and pickup orders placed directly with Ember & Crust Pizzeria Authentic Taste, Every Slice via crescentpaperloft.sbs or +39 081 553 9204. Orders placed through third-party platforms may be subject to their policies; however, we will assist where possible.

2. Reporting an Issue

Please inspect your order upon delivery or pickup. To be eligible for a remedy, contact us promptly:

• Quality or accuracy issues (e.g., wrong toppings, missing items, cold or burnt pizza): report within 60 minutes of delivery or pickup time.
• Billing issues (e.g., duplicate charge): report within 24 hours of the transaction.

When you contact us, please provide your order number, a description of the issue, and, if applicable, clear photos of the item(s). Call +39 081 553 9204 or submit a request through your account at crescentpaperloft.sbs.

3. Our Remedies

• Remake and redelivery/pickup: We will remake incorrect or defective items and arrange the quickest possible redelivery or pickup.
• Partial refund or credit: For a missing or incorrect single item, we may provide a proportional refund or store credit.
• Full refund: If we cannot reasonably resolve an issue, or if delivery exceeds the promised window by more than 45 minutes (excluding severe weather, unsafe conditions, or extraordinary events), we may issue a full refund.

Remedies are determined at the manager’s discretion after verifying the circumstances.

4. Non-Refundable Situations

• Customer errors (e.g., wrong size, crust, or toppings selected during checkout).
• Incorrect or incomplete delivery details provided by the customer, including unreachable phone or blocked access.
• Orders refused at the door without cause or not collected for pickup within a reasonable time.
• Items mostly consumed or discarded before an inspection can be made.
• Preference-based complaints (e.g., “not to personal taste”) where the product meets our standard.

5. Cancellations

You may cancel within 5 minutes of order confirmation for a full refund. After food preparation begins, we may charge up to the cost of prepared items or a cancellation fee of up to 20% to cover wasted ingredients and labor. Once an order has left for delivery, cancellation is generally not possible.

6. Payments and Refund Method

Approved refunds are issued to the original payment method in €. Processing times vary by bank or card issuer and typically take 5–10 business days after approval. If the original payment method cannot accept refunds, we may offer store credit usable on crescentpaperloft.sbs. For cash payments, refunds may be provided as store credit or arranged by a manager at the store location.

7. Quality and Safety

For safety, we do not resell returned food. We may, however, request return of the affected item(s) or collect them for quality review. Please keep the packaging and any remaining product until we confirm next steps.

8. Promotions and Gift Offers

Coupons, promotional bundles, and limited-time offers are refundable only to the amount actually paid after discounts. Complimentary items have no cash value and are not refundable.

9. Chargebacks

If you believe a charge is incorrect, please contact us first at +39 081 553 9204 or through crescentpaperloft.sbs. We can usually resolve issues faster than a bank dispute and help you avoid unnecessary delays.

10. How to Contact Us

Ember & Crust Pizzeria Authentic Taste, Every Slice
1 Via Cesare Sersale, Centro Storico, Naples, 80139, Italy
Phone: +39 081 553 9204
Website: crescentpaperloft.sbs

11. Changes to This Policy

We may update this policy to reflect operational, legal, or safety changes. Updates take effect upon posting on crescentpaperloft.sbs. Please review this page periodically for the latest terms.

We appreciate your trust in Ember & Crust Pizzeria Authentic Taste, Every Slice and are committed to making every pizza night exceptional.