Refund Policy
At PlateauAccessWay, we strive to deliver fresh, high-quality pizzas and a positive dining experience. This Refund Policy explains how we handle order cancellations, returns, and refunds for purchases made through our website at plateauaccessway.xyz or in our restaurant locations. By placing an order, you agree to the terms described below. If you need assistance, you can reach us at +44 20 7946 0958.
Eligibility for refunds
We offer refunds or exchanges under the following circumstances: - The delivered items were not what was ordered, were missing components, or arrived in a significantly damaged or spoiled condition. - The order was placed but canceled within a reasonable time frame prior to the preparation of the food. - A substantial quality issue is reported within 24 hours of delivery or pick-up, with photographic evidence when possible.
Non-eligible situations
Refund requests based on personal taste, split plates, substitutions, or dietary restrictions that were clearly communicated at the time of purchase are generally not eligible for refunds. We also do not issue refunds for items consumed in-store where the customer states dissatisfaction after consuming part of a meal. For drink selections, we replace or refund only when the beverage was served in an unacceptable condition, or if the entire order is not completed in accordance with the order details.
Refund process
- Contact us within 24 hours of delivery or pickup at +44 20 7946 0958 or via the contact form on plateauaccessway.xyz. Include your order number, date, and a brief description of the issue. For damage or quality concerns, please attach clear photos.
- Our team will review your request promptly. If eligible, we will offer a replacement item, a credit toward a future purchase, or a refund to the original payment method, at our discretion and in compliance with applicable consumer law.
- If a refund is approved, it will be issued using the original payment method within 7–14 business days, depending on your bank or card issuer. Some banks may require additional processing time.
Delivery and takeout refunds
Refunds for delivery orders are processed to the original payment method. For takeout orders, refunds can be issued to the original payment method or as a future credit toward PlateauAccessWay orders. We reserve the right to offer a responsible compromise, such as a complimentary item or discount on a future order, in lieu of a monetary refund.
Damaged or spoiled products
We take food safety seriously. If you receive a damaged or spoiled item, please contact us with your order details and photos within 24 hours. We may request the return of the affected item. In most cases, we will issue a refund or arrange a replacement replacement. For items that have already been consumed, a partial refund or credit may be offered depending on the circumstances and timeline.
Exchanges
Exchanges are available for incorrect orders or items that do not meet quality standards as described above. If you wish to exchange, please contact us within 24 hours of delivery or pickup. Exchanges are subject to stock availability and must be made with the original proof of purchase.
Gift cards and credits
Refunds for gift cards are issued only in compliance with applicable laws. Credits issued by PlateauAccessWay can be redeemed toward future orders placed through our website or at our physical locations. Credits expire in accordance with our standard terms and conditions.
Taxes and fees
All refunds will be issued for the item price and taxes, excluding delivery charges and processing fees where applicable, unless required otherwise by law. If a delivery fee was charged for the original order and the order is eligible for a refund, the delivery charge may also be refunded in full or in part at our discretion.
Address and contact
Our mailing address is listed for reference as 43 Bedford Street, London, WC2E 9HA, United Kingdom. You can also reach us by phone at +44 20 7946 0958 or through our website at plateauaccessway.xyz for any refund-related inquiries.
General terms
We reserve the right to update this Refund Policy at any time. If changes are made, a notice will be posted on our site and the updated policy will apply to orders placed after the effective date. This policy is designed to ensure fairness to both customers and PlateauAccessWay while maintaining high standards of food safety and customer care. For any questions not covered here, please contact our customer service team at +44 20 7946 0958 or via plateauaccessway.xyz.
Effective date
Last updated: If no explicit date is provided in this document, the policy is effective as of today and will remain in effect until superseded by a revised policy.