Refund Policy
Last updated: we regularly review our policies to ensure they reflect our practices at MeadowGentleHidden. This Refund Policy explains how we handle refunds, returns, and exchanges for orders placed through meadowgentlehidden.xyz. Our goal is to provide a fair, transparent, and simple process for all customers of our pizzeria, located in London, United Kingdom.
Scope
This policy applies to all dine-in, takeout, and online orders placed directly with MeadowGentleHidden via meadowgentlehidden.xyz or by phone at +44 20 7946 0123. It covers products such as pizzas, pastas, salads, beverages, desserts, and any other items we offer on our menu, excluding items sold by third-party partners unless explicitly stated at the time of purchase. If a product is customized or prepared on request, our ability to issue a refund may be limited to the portion of the order that did not meet the agreed specifications.
Eligibility
Refunds or exchanges are available only for orders that are delivered late, damaged, or incorrect, or for which a valid manufacturing or ingredient issue occurred. We may also offer refunds if a customer reports a problem within 48 hours of receiving the order for dine-in or takeaway. Digital or promotional items are generally non-refundable, unless required by law or stated otherwise at the time of purchase. Each situation will be evaluated on a case-by-case basis, and final decisions rest with our customer care team.
How to request a refund
To initiate a refund or exchange, please contact our customer care team at the phone number listed above or email us via the contact page on meadowgentlehidden.xyz. Include your order number, the date of purchase, a brief description of the issue, and photos if applicable. We may request additional information to verify the order and to determine eligibility. For online orders, refunds are typically processed to the original payment method within 5–10 business days after approval, depending on your bank or payment provider.
Damaged or incorrect items
If you receive a damaged item or an item that is not what you ordered, please notify us within 24 hours of delivery or pickup. We may offer a replacement, a full or partial refund, or a discount on a future order, at our discretion. If a replacement is not available, a refund will be issued to the original payment method for the affected item, and any remaining items will be processed separately according to their eligibility.
Late deliveries
We strive to deliver on time, but occasional delays can occur due to traffic, weather, or unforeseen circumstances. If your delivery arrives late and the order cannot be enjoyed as intended, please contact us within 24 hours. We may offer a partial refund or a discount on a future order, depending on the circumstances and our assessment of the impact on your experience.
Non-refundable situations
We reserve the right to refuse refunds for orders that were intentionally misused, abused, or altered by the customer, or for items that were consumed or partly consumed, unless otherwise required by law. Gift cards, promotional discounts, or special event menu items may have different refund rules as specified at the time of purchase.
Return of equipment or packaging
If applicable, any packaging or equipment provided with an order must be returned in good condition within 14 days for a potential refund credit or exchange. If packaging is non-returnable for safety or hygiene reasons, we will clearly communicate this at the time of purchase.
Credit and refunds
Refunds will be issued to the original payment method whenever possible. If the original method is unavailable, we will provide a suitable alternative in the form of store credit or a refund via £ equivalent, issued to your account with MeadowGentleHidden at meadowgentlehidden.xyz. We may also issue partial refunds as store credits toward future orders. For in-person payments, refunds may be issued as cash or a card reversal according to local regulations and our policy at the time of processing.
Contact information
If you have any questions about this Refund Policy or need assistance with a return, please reach out to us at +44 20 7946 0123 or through the contact page on meadowgentlehidden.xyz. Our team is dedicated to resolving issues promptly and ensuring your satisfaction with every experience at MeadowGentleHidden, located at Pizza Lane, Soho, W1A 1AA, London, United Kingdom.
Disclaimers
We may update this policy from time to time to reflect changes in our operations, legal requirements, or customer feedback. The most current version will be posted on meadowgentlehidden.xyz and is effective immediately upon posting. By placing an order with MeadowGentleHidden, you agree to the terms of this Refund Policy as of the last updated date stated on the website.