Refund Policy for MutualPlainPortal
Thank you for choosing MutualPlainPortal. We aim to provide hot, fresh pizzas and friendly service at London, United Kingdom. If you are not completely satisfied with your order placed through our site, we offer the following refund policy to help resolve concerns quickly and fairly. This policy applies to orders delivered to you or picked up from our location at Pizza Lane 12, NW1 6XE.
Eligibility
Requests for refunds or replacements must be submitted within 30 days of the original purchase date. To be eligible, you must:
- Provide a valid order number, the delivery address, and a brief description of the issue.
- Return or provide evidence of the item’s quality issues, such as photos of the received pizza or packaging if requested.
- Have an order fulfilled by MutualPlainPortal that was not subject to third‑party alterations beyond our control.
What qualifies for a refund or replacement
We may approve a refund or a replacement in the following situations:
- The item delivered was not as described (wrong toppings, missing items, or significant quality issues).
- The order arrived cold, soggy, or damaged due to our delivery process.
- There was a substantial error in pricing or a mischarge on the payment method used at checkout.
- We fail to deliver within the stated time window and you choose to cancel.
Please note that tastes and dietary preferences do not automatically qualify for a refund, unless they reflect a clear quality issue or misdelivery.
Non‑refund situations
Refunds or replacements are not offered for:
- Orders marked as delivered and accepted by you unless a quality issue is proven.
- Promotional items, discounts, or freebies unless they are part of a bundled error.
- Perishable items that were opened or consumed, unless a fault is evident.
Refund method and timeline
Approved refunds will be processed to the original payment method used during checkout. Depending on your bank or card issuer, refunds may take 3–7 business days to appear on your statement. If you paid via a digital wallet, the funds will be returned to that wallet within 3–5 business days.
How to request a refund
To start a refund request, contact our customer team at +44 20 7946 0123 or via the support page at mutualplainportal.xyz. Include:
- Order number and date
- Delivery address and recipient name
- Detailed description of the issue and any supporting photos or evidence
We will review your request within 2–4 business days and notify you of the decision. If approved, we will issue a refund or arrange a replacement as preferred.
Delivery questions and replacements
For delivery issues, please inspect your order upon receipt. If something is wrong, contact us immediately at +44 20 7946 0123 with your order number. We may request the returned items or photos to verify the issue before issuing a refund or replacement.
Policy updates
We may update this policy from time to time. The most current version is posted at mutualplainportal.xyz and reflects the effective date: Last updated above. If you have questions about this policy, please reach out using the contact details provided.
Important note on beverages
In our efforts to provide a family‑friendly dining experience, beverages offered include non‑alcoholic options such as juice or lemonade. No alcoholic beverages are included in our standard menu or refunds policy. If a beverage is missing or incorrectly billed, please inform us for a resolution.
Thank you for choosing MutualPlainPortal — we appreciate your business in London, United Kingdom.