Refund Policy
Welcome to the refund policy of Crust & Flame Pizzeria. This policy explains how we handle refunds, exchanges, and cancellations for orders placed at our pizzeria located in Rome, Italy with the address Via del Governo Vecchio 38, 00186. Our goal is to ensure you are completely satisfied with every visit or delivery. If you have questions about any aspect of this policy, please contact us at +39 06 6880 1234 or visit forgecommonspace.sbs for the latest information. Last updated: September 30, 2025.
Eligibility for Refunds
We offer refunds when an order is not delivered within the expected time window, arrives cold or inedible, or contains items that are missing or significantly different from what was ordered. To be eligible for a refund, you must report the issue within 48 hours of receipt for delivery orders or within 24 hours of pickup. We reserve the right to request photos of the order and the packaging to verify the issue. Refunds are issued to the original payment method and may take 5–10 business days to appear on your statement, depending on your bank or card issuer.
Non-Refundable Situations
- Items that were not reported as defective or incorrect within the stated timeframes.
- Complimentary items, promotions, or discount codes that were applied to the order.
- Third-party delivery service issues that are outside Crust & Flame Pizzeria's control but for which we can offer a resolution such as re-delivery or store credit where appropriate.
- Open food items that have been partially consumed or foods that were ordered for later consumption and not refrigerated within safe guidelines.
Refund Methods
Refunds will be issued to the original form of payment. If a different method is required, you may be offered a store credit or a replacement item for future orders. In all cases, the value will be calculated using the final price paid for the eligible items, including taxes where applicable and excluding delivery charges unless the entire order is deemed ineligible for delivery or incorrect.
Damage or Quality Issues
If you receive a damaged or unsatisfactory item, please contact us immediately with a brief description. Include your order number and, if possible, a photo of the issue. We will assess the situation and provide a remedy which may include a replacement, credit, or refund. We strive to resolve all quality concerns promptly to ensure that you stay satisfied with the taste and service of Crust & Flame Pizzeria.
Late or Missing Deliveries
For delivery orders, if your order does not arrive within the promised window, please notify us as soon as possible. We may offer a replacement or refund for the portion of the order that is late, depending on the circumstances. Note that traffic, weather, or other external factors can affect delivery times; in such cases we will still aim to provide a fair resolution.
Promotions and Gift Cards
Refunds for orders purchased with a gift card or promotional credit will be issued as a new gift card or promotional credit of equal value when applicable. If you paid partly with a gift card, the refund will typically be returned to the original payment method first, and any remaining balance will be issued as store credit if the policy allows.
Exchanges
Exchanges are available for items that are returned in their original packaging and meet safety guidelines. Exchanged items are subject to price differences revealed by the current menu. If the exact item is unavailable, we will offer a similar item of equal or greater value or provide a credit for future orders.
How to Submit a Refund Request
To start a refund request, please contact us at +39 06 6880 1234 or via our website at forgecommonspace.sbs. Include your order number, a brief description of the issue, and any supporting photos if applicable. Our team will acknowledge your request within one business day and provide a timeline for resolution. We aim to respond quickly to ensure a smooth experience for you and your guests.
Store Credit and Vouchers
In some cases, instead of a direct refund, we may offer store credit or a voucher that can be redeemed against future orders. These credits are non-transferable and must be used by the expiration date stated on the voucher. If you have any questions about the terms of store credits, please reach out to our customer support team at +39 06 6880 1234.
Contact Information
Crust & Flame Pizzeria is located in Rome, Italy at Via del Governo Vecchio 38 with postal code 00186. For refunds, questions, or concerns, please call +39 06 6880 1234 or visit forgecommonspace.sbs for more details. Our team is committed to resolving issues quickly and to your satisfaction, using € as the basis for any monetary adjustments when applicable.
By placing an order with Crust & Flame Pizzeria, you agree to this Refund Policy. Changes to this policy will be posted on the website, and the effective date will be noted in the Last updated section above. We appreciate your trust in our pizzeria and look forward to delighting you with fresh, high-quality meals and friendly service.