Refund Policy
At EquableGateways, we are committed to delivering delicious meals with care. If you are not completely satisfied with your order, you may request a refund in accordance with this policy. This policy applies to orders placed through our site at equablegateways.xyz and is governed by the laws of United Kingdom and the local regulatory framework of London, EC4A 2DY.
Eligibility
Refunds are available for orders placed within the last 30 days, provided that the reason for the refund is due to an error on our part, such as incorrect items, cold or undercooked dishes, or missing components. If you believe there was a service issue or product defect, please contact us within 24 hours of delivery to be considered for a refund or replacement. We reserve the right to request supporting documentation, such as order number, date, and photos of the items, to evaluate your claim.
Non-refundable items
Some items are non-refundable, including but not limited to promotional bundles, gift cards, and customized orders completed exactly as requested. If an item is non-refundable, we will clearly indicate it at the time of purchase. For any portion of an order that is eligible, refunds will be issued for the eligible portion only.
Damages and missing items
Damage to food or missing items must be reported within 24 hours of delivery. We may require photos or other documentation to verify the issue. If confirmed, we will offer a replacement or a refund for the affected items. In cases where a delivery issue occurred, we may provide compensation in the form of a credit toward a future order, at our discretion.
Refund processing
Refunds are issued to the original payment method used for the purchase. The processing time depends on your bank or payment provider, typically within 5–7 business days after approval. If you placed an order in a currency different from the default, refunds will be issued in the same currency used for the original transaction, using the prevailing rate at the time of processing.
How to request a refund
- Contact our support team by phone at +44 20 7946 0123 or email us through the contact page on equablegateways.xyz.
- Provide your order number, delivery address, date, and a brief description of the issue. Attach any supporting photos if applicable.
- Our team will review your request within 2–3 business days and inform you of the outcome and available options (refund, replacement, or credit).
Return process
We do not require customers to return perishable items, unless requested due to packaging or product safety concerns. In such cases, you will be given instructions for safe disposal or a mail-back arrangement at our expense. For eligible non-perishable items, we may arrange a return or provide a prepaid shipping label where necessary.
Coordination and contact
All refunds are coordinated by the financial team at EquableGateways. For any questions about your refund, please reach out to us at +44 20 7946 0123 or via the contact page on equablegateways.xyz. We strive to resolve issues promptly and keep you informed at every step of the process.
Last updated: 15 October 2025
Address: 25 Fleet Street, London, EC4A 2DY, United Kingdom
Note: This policy is tailored for our pizzeria operations and may be updated from time to time. The currency used in refunds will be £ as indicated at the time of purchase.